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219107

The impact of Online Food Delivery Applications (FDAs) on Customer Satisfaction and Repurchasing Intentions: Mediating Role of Positive E-WOM

Article

Last updated: 24 Dec 2024

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Abstract

Catering businesses and customers have largely adopted food delivery apps (FDAs) using companies that introduce catering delivery via FDA applications. A limited number of studies have approached the influence of food delivery applications on customers intending to purchase in Egypt. This paper aims to measure the impact of online food delivery applications (FDAs) on satisfaction and purchasing decisions in Greater Cairo. Therefore, this paper evaluates customer perceptions via food delivery applications to suggest some improvements, to allow the food delivery applications to determine weakness points and to make amelioration to improve customer satisfaction when ordering via food delivery applications. A questionnaire was distributed to customers to identify their satisfaction towards the applications of food delivery. The study involves nine constructs, i.e. convenience; incentives; attractive content; technology anxiety; security, perceived control; E-WOM; satisfaction; repurchasing intentions. This current study utilised SEM via the “Partial Least Squares PLS" technique to investigate the hypotheses of the research with Smart PLS-3.0. to analyze the data collected from 384 questionnaire forms gathered from customers. The research results show that the positive E-WOM variable was a partial mediator between the FDA's cybersecurity variable, customer satisfaction with it, and their decision to reuse these applications. On the other hand, E-WOM was complete mediator between the FDA's content, customer satisfaction, and the reuse of FDA's applications  

DOI

10.21608/jaauth.2022.98955.1250

Keywords

food delivery applications (FDAs)؛ convenience؛ incentives؛ attractive content؛ technology Anxiety؛ security؛ perceived control, electronic word-of-mouse؛ satisfaction؛ repurchasing intentions

Authors

First Name

Hany Essam El-Din Mohamned

Last Name

Emam

MiddleName

-

Affiliation

Associate Professor, Faculty of Tourism and Hotel Management, Helwan university

Email

drhanyessam@gmail.com

City

cairo

Orcid

-

First Name

Samy

Last Name

Wageh Mahmoud

MiddleName

-

Affiliation

Hotel Management Department, Faculty of Tourism and Hotels, Suez Canal University

Email

samy_wageh@tourism.suez.edu.eg

City

-

Orcid

0000-0003-2561-0609

Volume

22

Article Issue

2

Related Issue

32493

Issue Date

2022-06-01

Receive Date

2021-10-01

Publish Date

2022-06-01

Page Start

89

Page End

110

Print ISSN

1687-1863

Online ISSN

2682-4612

Link

https://jaauth.journals.ekb.eg/article_219107.html

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https://jaauth.journals.ekb.eg/service?article_code=219107

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6

Publication Type

Journal

Publication Title

Journal of Association of Arab Universities for Tourism and Hospitality

Publication Link

https://jaauth.journals.ekb.eg/

MainTitle

The impact of Online Food Delivery Applications (FDAs) on Customer Satisfaction and Repurchasing Intentions: Mediating Role of Positive E-WOM

Details

Type

Article

Created At

22 Jan 2023