Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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The Effect of Mobile Food Delivery Application Usage Factors on Customer Satisfaction and Intention to Reuse

  • Song, Ye-Eun (Dept. of Food and Nutrition, Chungnam National University) ;
  • Jeon, Sang-Hoon (Dept. of Medical Nutrition, Graduate School of East-West Medical Science, KyungHee University) ;
  • Jeon, Min-Sun (Dept. of Food and Nutrition, Chungnam National University)
  • Received : 2016.11.10
  • Accepted : 2016.12.13
  • Published : 2017.01.31
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Abstract

The number of delivery app users and their social impact have increased along with the number smartphone users. Accordingly, the present study attempted to suggest a method to improve the service quality of delivery apps for relevant businesses and researchers by determining the influences of delivery app usage factors on customer satisfaction and reuse intention. The present study distributed and collected questionnaires through on- and offline surveys targeting males and females in their 20s in the Daejeon area. The results of the regression analysis showed that the influence of delivery app usage factors on customer satisfaction was 43.8%, and informativeness, payment and safety, usefulness, and convenience were found to influence the increased satisfaction with the delivery apps. The influence of delivery app usage factors on customers' reuse intention was 37.3%, and among the four usage factors, informativeness and payment and safety were found to be the main factors for increasing the reuse intention. As providing more accurate information is a means to increase customer satisfaction and reuse intention by improving the service quality of the delivery apps, new menus and prices should be rapidly updated.

Keywords

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