Foodservice mobile application quality determinants’ impact on customer satisfaction and repeat usage intentions: The role of perceived risk

IF 3 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism and Hospitality Research Pub Date : 2023-11-07 DOI:10.1177/14673584231213219

Joo Ahn, Lisa Slevitch, Kyong Sik Sung

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引用次数: 0

Abstract

The current study aims to examine foodservice mobile commerce (MC) success model and investigate the relationships among its quality components, customer satisfaction, and repeat usage intentions in the restaurant context. The target population of the study was customers who had previous food delivery mobile application experience within the 12 months period. An online survey was conducted to collect the data and analyzed by the means of structural equation modeling. Ubiquitous connectivity, contextual offer, transaction accuracy, and content quality had significant positive impacts on customer satisfaction with food delivery mobile commerce application (MCA). The results also supported moderating effect of perceived risk on the relationship between customer satisfaction and repeat usage intentions. The study adds empirial evidence on the relationships between MCA quality components customer satisfaction. In addition, this study exaines the moderating role of perceived risk in the relationship between customer satisfaction and repeat usage intentions for food delivery mobile applications. The study can assist practitioners and MCA providers involved in the restaurant industry by showing how to configure quality components to satisfy customers and make them more willing to use food delivery mobile applications in casual dining restaurants.

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餐饮服务移动应用质量决定因素对客户满意度和重复使用意图的影响:感知风险的作用

本研究旨在检验餐饮服务移动商务(MC)的成功模式，并调查其质量组成部分、顾客满意度和餐厅重复使用意图之间的关系。该研究的目标人群是在12个月内有过送餐手机应用体验的客户。通过在线调查收集数据，并通过结构方程建模进行分析。无所不在的连接性、上下文报价、交易准确性和内容质量对外卖移动商务应用(MCA)的客户满意度有显著的正向影响。研究结果还支持感知风险对顾客满意与重复使用意图之间关系的调节作用。本研究为MCA质量要素与顾客满意度之间的关系提供了实证证据。此外，本研究还考察了感知风险在外卖移动应用的客户满意度和重复使用意图之间的关系中的调节作用。该研究可以通过展示如何配置高质量组件来满足客户，并使他们更愿意在休闲餐厅使用送餐移动应用程序，从而帮助餐饮业的从业者和MCA提供商。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Tourism and Hospitality Research HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.40

自引率

8.60%

发文量

期刊介绍： Tourism and Hospitality Research is firmly established as a leading and authoritative, peer-reviewed journal for tourism and hospitality researchers and professionals. Tourism and Hospitality Research covers: • Hospitality and tourism operations • Marketing and consumer behaviour • HR management • Social Media and Marketing • Technology • Planning and development • Policy • Performance and financial management • Strategic implications • Environmental aspects • Forecasting and prediction • Revenue management • Impact assessment and mitigation • Globalisation • Research methodologies • Leisure and culture • Risk Management • Change Management