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Do Quality Information, Price and Time Saving Advantages Attract Mobile Apps Customers

Author

Listed:
  • Yusri Arshad

    (Faculty of Technology Management, University Technical Malaysia)

  • Anis Izzatul Azwa Ab Rahim

    (Faculty of Technology Management, University Technical Malaysia)

  • Sharifah Norhafiza Syed Ibrahim

    (Faculty of Accountancy, Universiti Teknologi MARA Melaka)

  • Salina Abdullah

    (Faculty of Accountancy, Universiti Teknologi MARA Melaka)

Abstract

Although food service mobile applications were important in today’s environment, there has been limited research on customers’ loyalty towards these apps. Therefore, this study seeks to investigate how the quality features of mobile application-related attributes impact customer behaviour in the food delivery industry. A total of 120 participants voluntarily took part in the study and responded to the provided questions. The factors under examination are derived from the Unified Theory of Acceptance and Use of Technology (UTAUT), specifically information quality (IQ), price-saving orientation (PSO), and time-saving orientation (TSO) concerning the intention to use these applications. Furthermore, the research model has been expanded to include the attitude towards the quality features of online food delivery services, which influences the intention to use these services via a smartphone. Interestingly, the study found that usability factors like effort expectancy and social influence were not significant in determining customer satisfaction and loyalty in food delivery services post the “new normal†environment. Lastly, this study can be implemented and extended to identify the factors that influence customer satisfaction and loyalty regarding quality features in online food delivery during the modern lifestyle in other countries.

Suggested Citation

  • Yusri Arshad & Anis Izzatul Azwa Ab Rahim & Sharifah Norhafiza Syed Ibrahim & Salina Abdullah, 2025. "Do Quality Information, Price and Time Saving Advantages Attract Mobile Apps Customers," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(4), pages 362-369, April.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-4:p:362-369
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    References listed on IDEAS

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    1. Yeo, Vincent Cheow Sern & Goh, See-Kwong & Rezaei, Sajad, 2017. "Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 150-162.
    2. Grewal, Dhruv & Benoit, Sabine & Noble, Stephanie M. & Guha, Abhijit & Ahlbom, Carl-Philip & Nordfält, Jens, 2023. "Leveraging In-Store Technology and AI: Increasing Customer and Employee Efficiency and Enhancing their Experiences," Journal of Retailing, Elsevier, vol. 99(4), pages 487-504.
    3. Alalwan, Ali Abdallah, 2020. "Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse," International Journal of Information Management, Elsevier, vol. 50(C), pages 28-44.
    4. Scholdra, Thomas P. & Wichmann, Julian R.K. & Reinartz, Werner J., 2023. "Reimagining personalization in the physical store," Journal of Retailing, Elsevier, vol. 99(4), pages 563-579.
    5. Suk Won Lee & Hye Jin Sung & Hyeon Mo Jeon, 2019. "Determinants of Continuous Intention on Food Delivery Apps: Extending UTAUT2 with Information Quality," Sustainability, MDPI, vol. 11(11), pages 1-15, June.
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