Seybold Report ISSN: 1533-9211
Jenyleen Ayon-Ayon, Ali Saleh Alarussi
Vol 18, No 5 ( 2023 ) | Licensing: CC 4.0 | Pg no: 381-402 | Published on: 30-05-2023
Abstract
Purpose – The impact of the COVID-19 pandemic still exists, with customers continuously using food delivery applications all over the world. This research focuses on factors affecting customers’ satisfaction and intention to repurchase using food delivery applications in Malta. Online system quality, price and promotion, product information, customer service and support, and convenience are used as independent variables. Customer satisfaction is used as the mediator variable, and intention to repurchase is the dependent variable.
Design/methodology/approach – A questionnaire has been sent to 211 users of food delivery applications.
Among them, 207 responses (98.1%) can be analysed. SPSS software analysis is used to examine the study’s hypotheses.
Findings – The findings show that convenience, customer service and support, and price and promotion are significantly and positively connected to customer satisfaction. The findings also show a positive and significant relationship between customer satisfaction and intention to repurchase using online applications.
Practical implications – With limited studies in Malta, this study will add value for related parties in making strategic decisions. In addition, the findings of the study serve as the voice of consumers, which management should consider when making a proper strategic plan.
Keywords:
Online food delivery application, Customer satisfaction, Intention to repurchase