Consumer Trust in Mobile Food Delivery Apps: Exploring the Antecedents and Consequences

Abstract

The cumulative growth of the internet, mobile technology, and phenomenal communicative interface have created a whole new experience for mobile applications. Food companies have leveraged this innovation to provide their customers with an alternate channel to order food online. This study aims to identify and empirically examine the determinants of consumers' trust in mobile food delivery applications (MFDAs) and to measure the impact of consumers' trust on their intention to purchase. The data was collected from 372 Indian customers who have used MFDAs. The results are based on structural equation modelling and support the significance of perceived ease of use, propensity to trust, and online reviews in building consumers' trust in MFDAs. Additionally, consumers' trust was found to positively and significantly impact consumers' intention to make online purchases. This study will assist service providers and researchers working in areas related to mobile food delivery applications.