Consumer Sentiment, Cognitive Attitudes, and Behavior Patterns toward Delivery Apps

Abstract

Despite the relevance of consumer sentiment, cognitive attitudes, and behavior patterns toward delivery apps, only limited research has been conducted on this topic. In this article, I cumulate previous research findings indicating that behavioral intention and continuance usage of contactless delivery services can shape consumer perception, purchase decision, experience, satisfaction, and loyalty. I contribute to the literature on consumer experience with online food delivery apps by showing that such services satisfy customers' increasing requirement of purchasing items and maintaining physical distance throughout the COVID-19 pandemic. Throughout January 2022, I performed a quantitative literature review of the Web of Science, Scopus, and ProQuest databases, with search terms including "delivery app" + "consumer sentiment," "cognitive attitude," and "behavior pattern." As I inspected research published in 2021 and 2022, only 146 articles satisfied the eligibility criteria. By eliminating controversial findings, outcomes unsubstantiated by replication, too imprecise material, or having similar titles, I decided upon 26, generally empirical, sources. Reporting quality assessment tool: PRISMA. Methodological quality assessment tools include: AXIS, Dedoose, Distiller SR, and MMAT.