From brick and mortar to click and order: consumers' online food delivery service perceptions post-pandemic
ISSN: 0007-070X
Article publication date: 21 August 2023
Issue publication date: 17 October 2023
Abstract
Purpose
This study explores consumers' intentions to utilize online food delivery services (OFDS) in a shared economy beyond the COVID-19 pandemic, employing the protection motivation theory (PMT) as the underlying framework.
Design/methodology/approach
Utilizing a random sampling technique, a quantitative approach was employed to gather responses from 347 Australian consumers. The proposed model was tested through covariance-based structural equation modelling.
Findings
The findings of this study demonstrate significant positive relationships between restaurant credibility, food quality, e-service quality, price, online food delivery applications, consumer e-satisfaction and e-loyalty. It reveals that consumers satisfied with OFDS may continue exhibiting e-loyalty intentions in a shared economy beyond COVID-19. The relationship between consumer e-satisfaction and e-loyalty intention is moderated by consumer-perceived COVID-19 risk.
Practical implications
This study offers practical implications for online food delivery providers, restaurants, regulators, application developers and policymakers. These implications aim to enhance the e-service quality, price value, usefulness and security of OFDS, along with strategies to improve the online food delivery application.
Originality/value
This study contributes to the existing body of knowledge by examining a unique selection of antecedents, including the OFDS app, to determine consumer e-satisfaction and e-loyalty in the context of a shared economy beyond COVID-19. The utilization of the OFDS app as a second-order construct adds a meaningful contribution to the OFDS literature. Furthermore, this study investigates and contributes to the limited understanding of the moderation effect of consumer-perceived COVID-19 risk on consumer e-satisfaction and their intended continued use of OFDS.
Keywords
Citation
Sharma, S., Devi, K., Naidu, S., Greig, T., Singh, G. and Slack, N. (2023), "From brick and mortar to click and order: consumers' online food delivery service perceptions post-pandemic", British Food Journal, Vol. 125 No. 11, pp. 4143-4162. https://doi.org/10.1108/BFJ-04-2023-0351
Publisher
:Emerald Publishing Limited
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