WCSE

The Factors Affecting Consumers’ Continuance Intention to Use Online Food Delivery Platforms: A Service Quality Perspective

Abstract—The purpose of this study is to build a model based on the Information Systems Success Model to identify the online food delivery platforms’ (OFD) service quality dimensions that impact consumer satisfaction and trust, and drive continuance usage. Data was collected through an online questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results suggest that service outcome quality, service recovery quality, and service process quality all positively influence consumer satisfaction and trust, thereby reinforcing their continuance intention. Among these dimensions, service outcome quality has the greatest impact on satisfaction and trust, emphasizing the importance of meeting customers’ needs for prompt meal delivery. Furthermore, service recovery quality is the most critical factor affecting trust despite its relatively smaller impact on satisfaction. Although consumers perceive higher service process quality of OFD, its influence on satisfaction and trust is relatively small. Finally, this study concludes with several suggestions for OFD to improve the quality of their service across various dimensions.

Index Terms—Online food delivery platform, service process quality, service outcome quality, service recovery quality, satisfaction, trust, continuance intention

Hsiu-Chia Ko, Yen-Ting Chang
Chaoyang University of the Taiwan Taichung, Taiwan

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Cite: Hsiu-Chia Ko, Yen-Ting Chang, "The Factors Affecting Consumers’ Continuance Intention to Use Online Food Delivery Platforms: A Service Quality Perspective" Proceedings of 2023 the 13th International Workshop on Computer Science and Engineering (WCSE 2023), pp. 282-288, June 16-18, 2023.