IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v12y2020i10p4275-d361835.html
   My bibliography  Save this article

Mobile Apps Use and WOM in the Food Delivery Sector: The Role of Planned Behavior, Perceived Security and Customer Lifestyle Compatibility

Author

Listed:
  • Daniel Belanche

    (Faculty of Economy and Business, University of Zaragoza, 50005 Zaragoza, Spain)

  • Marta Flavián

    (Faculty of Economy and Business, University of Zaragoza, 50005 Zaragoza, Spain)

  • Alfredo Pérez-Rueda

    (Faculty of Social and Human Sciences, University of Zaragoza, 44003 Teruel, Spain)

Abstract

This research examines the phenomenon of food delivery services from the mobile app user’s perspective and how consumers’ lifestyles are changing because of the convenience provided by the apps. By means of an online survey targeted at US food delivery app customers, our study analyzes the main motivations that lead them to use and recommend these technology-based services. The results of the study revealed that some of the theory of planned behavior model variables (i.e., attitude toward the behavior, subjective norms), influence customer use and word-of-mouth (WOM) intentions. Security influences intention to spread WOM, whereas customer lifestyle compatibility influences intention to use the food delivery apps. A post hoc analysis revealed that perceived control is only important for older customers, who need to perceive that they control the apps before they will recommend them to other customers. The findings of the study are discussed and contrasted with previous research in the field. The managerial implications derived from the findings provide practical guidance for food delivery app companies. Further research avenues are suggested to encourage scholars to continue investigating the challenge of the diffusion of mobile apps in the food delivery and related sectors.

Suggested Citation

  • Daniel Belanche & Marta Flavián & Alfredo Pérez-Rueda, 2020. "Mobile Apps Use and WOM in the Food Delivery Sector: The Role of Planned Behavior, Perceived Security and Customer Lifestyle Compatibility," Sustainability, MDPI, vol. 12(10), pages 1-21, May.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:10:p:4275-:d:361835
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/12/10/4275/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/12/10/4275/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    2. Daniel Belanche & Luis V. Casaló & Carlos Flavián, 2014. "The Role of Place Identity in Smart Card Adoption," Public Management Review, Taylor & Francis Journals, vol. 16(8), pages 1205-1228, November.
    3. Jinsoo Hwang & Insin Kim & Muhammad Awais Gulzar, 2020. "Understanding the Eco-Friendly Role of Drone Food Delivery Services: Deepening the Theory of Planned Behavior," Sustainability, MDPI, vol. 12(4), pages 1-12, February.
    4. Siliang Tong & Xueming Luo & Bo Xu, 2020. "Personalized mobile marketing strategies," Journal of the Academy of Marketing Science, Springer, vol. 48(1), pages 64-78, January.
    5. Jan Fabian Ehmke, 2012. "Routing in City Logistics," International Series in Operations Research & Management Science, in: Integration of Information and Optimization Models for Routing in City Logistics, edition 127, chapter 0, pages 119-156, Springer.
    6. Jan Fabian Ehmke, 2012. "Attended Home Delivery," International Series in Operations Research & Management Science, in: Integration of Information and Optimization Models for Routing in City Logistics, edition 127, chapter 0, pages 23-33, Springer.
    7. de Kerviler, Gwarlann & Demoulin, Nathalie T.M. & Zidda, Pietro, 2016. "Adoption of in-store mobile payment: Are perceived risk and convenience the only drivers?," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 334-344.
    8. Ronan de Kervenoael & Alexandre Schwob & Careen Chandra, 2020. "E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise," Post-Print hal-02780647, HAL.
    9. Yang, Kiseol, 2012. "Consumer technology traits in determining mobile shopping adoption: An application of the extended theory of planned behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 19(5), pages 484-491.
    10. Yuen, Kum Fai & Wang, Xueqin & Ma, Fei & Wong, Yiik Diew, 2019. "The determinants of customers’ intention to use smart lockers for last-mile deliveries," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 316-326.
    11. Hinz, Oliver & Skiera, Bernd & Barrot, Christian & Becker, Jan, 2011. "Seeding Strategies for Viral Marketing: An Empirical Comparison," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 56543, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    12. Enrique Bernal Jurado & Adoración Mozas Moral & Miguel Jesús Medina Viruel & Domingo Fernández Uclés, 2018. "Evaluation of Corporate Websites and Their Influence on the Performance of Olive Oil Companies," Sustainability, MDPI, vol. 10(4), pages 1-11, April.
    13. Kim, Yeolib & Peterson, Robert A., 2017. "A Meta-analysis of Online Trust Relationships in E-commerce," Journal of Interactive Marketing, Elsevier, vol. 38(C), pages 44-54.
    14. Martins, José & Costa, Catarina & Oliveira, Tiago & Gonçalves, Ramiro & Branco, Frederico, 2019. "How smartphone advertising influences consumers' purchase intention," Journal of Business Research, Elsevier, vol. 94(C), pages 378-387.
    15. Holbrook, Morris B, 1986. "Aims, Concepts, and Methods for the Representation of Individual Differences in Esthetic Responses to Design Features," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(3), pages 337-347, December.
    16. Tenenhaus, Michel & Vinzi, Vincenzo Esposito & Chatelin, Yves-Marie & Lauro, Carlo, 2005. "PLS path modeling," Computational Statistics & Data Analysis, Elsevier, vol. 48(1), pages 159-205, January.
    17. de Kervenoael, Ronan & Schwob, Alexandre & Chandra, Careen, 2020. "E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    18. 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.
    19. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    20. Gwarlann de Kerviler & Nathalie Demoulin & Pietro Zidda, 2016. "Adoption of in-store mobile payment: Are perceived risk and convenience the only drivers?," Post-Print hal-01526066, HAL.
    21. Shirley Taylor & Peter A. Todd, 1995. "Understanding Information Technology Usage: A Test of Competing Models," Information Systems Research, INFORMS, vol. 6(2), pages 144-176, June.
    22. Jinsoo Hwang & Hyunjoon Kim, 2019. "Consequences of a green image of drone food delivery services: The moderating role of gender and age," Business Strategy and the Environment, Wiley Blackwell, vol. 28(5), pages 872-884, July.
    23. Myung Ja Kim & Choong-Ki Lee & Jinok Susanna Kim & James F. Petrick, 2019. "Wellness Pursuit and Slow Life Seeking Behaviors: Moderating Role of Festival Attachment," Sustainability, MDPI, vol. 11(7), pages 1-21, April.
    24. Cosmas, Stephen C, 1982. "Life Styles and Consumption Patterns," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 8(4), pages 453-455, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Das, Manoj & Ramalingam, Mahesh, 2022. "What drives product involvement and satisfaction with OFDs amid COVID-19?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    2. Dr. Irene Samanta & Dr. Panagiotis Kaldis & Konstantinos Papageorgiou, 2022. "Consumer’s Engagement in Social Media and Implications in Trusting e-Word of Mouth," International Journal of Finance, Insurance and Risk Management, International Journal of Finance, Insurance and Risk Management, vol. 12(1), pages 37-48.
    3. Marvello Yang & Abdullah Al Mamun & Muhammad Mohiuddin & Noorshella Che Nawi & Noor Raihani Zainol, 2021. "Cashless Transactions: A Study on Intention and Adoption of e-Wallets," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
    4. Teng Yu & Yajun Zhang & Ai Ping Teoh & Anchao Wang & Chengliang Wang, 2023. "Factors Influencing University Students’ Behavioral Intention to Use Electric Car-Sharing Services in Guangzhou, China," SAGE Open, , vol. 13(4), pages 21582440231, November.
    5. Tandon, Anushree & Kaur, Puneet & Bhatt, Yogesh & Mäntymäki, Matti & Dhir, Amandeep, 2021. "Why do people purchase from food delivery apps? A consumer value perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    6. Neelam Chawla & Basanta Kumar, 2022. "E-Commerce and Consumer Protection in India: The Emerging Trend," Journal of Business Ethics, Springer, vol. 180(2), pages 581-604, October.
    7. Wutthiya Aekthanate Srisathan & Sasichakorn Wongsaichia & Nathateenee Gebsombut & Phaninee Naruetharadhol & Chavis Ketkaew, 2023. "The Green-Awakening Customer Attitudes towards Buying Green Products on an Online Platform in Thailand: The Multigroup Moderation Effects of Age, Gender, and Income," Sustainability, MDPI, vol. 15(3), pages 1-30, January.
    8. Chakraborty, Debarun & Singu, Hari Babu & Patre, Smruti, 2022. "Fitness Apps's purchase behaviour: Amalgamation of Stimulus-Organism-Behaviour-Consequence framework (S–O–B–C) and the innovation resistance theory (IRT)," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    9. Fuyong Lu & Xian Huang & Xintao Wang, 2022. "Willingness to Pay for Mobile Health Live Streaming during the COVID-19 Pandemic: Integrating TPB with Compatibility," Sustainability, MDPI, vol. 14(23), pages 1-22, November.
    10. Jabeen, Fauzia & Dhir, Amandeep & Islam, Nazrul & Talwar, Shalini & Papa, Armando, 2023. "Emotions and food waste behavior: Do habit and facilitating conditions matter?," Journal of Business Research, Elsevier, vol. 155(PB).
    11. Belanche, Daniel & Casaló, Luis V. & Flavián, Marta & Ibáñez-Sánchez, Sergio, 2021. "Understanding influencer marketing: The role of congruence between influencers, products and consumers," Journal of Business Research, Elsevier, vol. 132(C), pages 186-195.
    12. Sabrina Capito & Albena Pergelova, 2023. "Treat yourself: Food delivery apps and the interplay between justification for use and food well‐being," Journal of Consumer Affairs, Wiley Blackwell, vol. 57(1), pages 479-506, January.
    13. Dae-Ho Byun & Han-Na Yang & Dong-Seop Chung, 2020. "Evaluation of Mobile Applications Usability of Logistics in Life Startups," Sustainability, MDPI, vol. 12(21), pages 1-17, October.
    14. Wei Chiang Chan & Wan Hashim Wan Ibrahim & May Chiun Lo & Mohamad Kadim Suaidi & Shiaw Tong Ha, 2020. "Sustainability of Public Transportation: An Examination of User Behavior to Real-Time GPS Tracking Application," Sustainability, MDPI, vol. 12(22), pages 1-20, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Oguz YILDIZ & Hakan KITAPCI, 2018. "Exploring Factors Affecting Consumers¡¯ Adoption of Shopping via Mobile Applications in Turkey," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(2), pages 60-75, June.
    2. Swapan Kumar Saha & Guijun Zhuang & Sihan Li, 2020. "Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh," Sustainability, MDPI, vol. 12(3), pages 1-22, February.
    3. Gary Cokins & Ionica Oncioiu & Mirela Cătălina Türkeș & Dan Ioan Topor & Sorinel Căpuşneanu & Carmen Adina Paștiu & Delia Deliu & Alina Nicoleta Solovăstru, 2020. "Intention to Use Accounting Platforms in Romania: A Quantitative Study on Sustainability and Social Influence," Sustainability, MDPI, vol. 12(15), pages 1-17, July.
    4. Avornyo, Philip & Fang, Jiaming & Antwi, Collins Opoku & Aboagye, Michael Osei & Boadi, Evans Asante, 2019. "Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 348-360.
    5. Yan, Min & Filieri, Raffaele & Raguseo, Elisabetta & Gorton, Matthew, 2021. "Mobile apps for healthy living: Factors influencing continuance intention for health apps," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    6. Hung-Tai Tsou & Ja-Shen Chen & Cindy Yunhsin Chou & Tzu-Wen Chen, 2019. "Sharing Economy Service Experience and Its Effects on Behavioral Intention," Sustainability, MDPI, vol. 11(18), pages 1-25, September.
    7. Amita Goyal Chin & Mark A. Harris & Robert Brookshire, 2022. "An Empirical Investigation of Intent to Adopt Mobile Payment Systems Using a Trust-based Extended Valence Framework," Information Systems Frontiers, Springer, vol. 24(1), pages 329-347, February.
    8. Debora Bettiga & Lucio Lamberti & Emanuele Lettieri, 2020. "Individuals’ adoption of smart technologies for preventive health care: a structural equation modeling approach," Health Care Management Science, Springer, vol. 23(2), pages 203-214, June.
    9. Paul Juinn Bing Tan, 2013. "Applying the UTAUT to Understand Factors Affecting the Use of English E-Learning Websites in Taiwan," SAGE Open, , vol. 3(4), pages 21582440135, October.
    10. Chen, Shih-Chih & Hung, Chung-Wen, 2016. "Elucidating the factors influencing the acceptance of green products: An extension of theory of planned behavior," Technological Forecasting and Social Change, Elsevier, vol. 112(C), pages 155-163.
    11. Garima Malik & A. Sajeevan Rao, 2019. "Extended expectation-confirmation model to predict continued usage of ODR/ride hailing apps: role of perceived value and self-efficacy," Information Technology & Tourism, Springer, vol. 21(4), pages 461-482, December.
    12. Sohn, Stefanie, 2017. "A contextual perspective on consumers' perceived usefulness: The case of mobile online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 22-33.
    13. Wang, Guoqiang & Tan, Garry Wei-Han & Yuan, Yunpeng & Ooi, Keng-Boon & Dwivedi, Yogesh K., 2022. "Revisiting TAM2 in behavioral targeting advertising: A deep learning-based dual-stage SEM-ANN analysis," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    14. Meena, Rahul & Sarabhai, Samar, 2023. "Extrinsic and intrinsic motivators for usage continuance of hedonic mobile apps," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    15. Alfiero, Simona & Battisti, Enrico & Ηadjielias, Elias, 2022. "Black box technology, usage-based insurance, and prediction of purchase behavior: Evidence from the auto insurance sector," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    16. Cowan, Kelly R. & Daim, Tugrul U., 2011. "Review of technology acquisition and adoption research in the energy sector," Technology in Society, Elsevier, vol. 33(3), pages 183-199.
    17. Chia-Chien Hsu & Brian Sandford & Chia-Ju Ling & Ching-Torng Lin, 2021. "Can the Unified Theory of Acceptance and Use of Technology (UTAUT) Help Explain Subjective Well-Being in Senior Citizens due to Gateball Participation?," IJERPH, MDPI, vol. 18(17), pages 1-15, August.
    18. Sanjeev Verma, 2015. "Harnessing the Benefit of Social Networking Sites for Intentional Social Action: Determinants and Challenges," Vision, , vol. 19(2), pages 104-111, June.
    19. Muhammad Ali & Syed Ali Raza & Chin-Hong Puah & Mohd Zaini Abd Karim, 2017. "Islamic home financing in Pakistan: a SEM-based approach using modified TPB model," Housing Studies, Taylor & Francis Journals, vol. 32(8), pages 1156-1177, November.
    20. Yiming Shao & Zhugen Wang & Zhiwei Zhou & Haojing Chen & Yuanlong Cui & Zhenghuan Zhou, 2022. "Determinants Affecting Public Intention to Use Micro-Vertical Farming: A Survey Investigation," Sustainability, MDPI, vol. 14(15), pages 1-26, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:12:y:2020:i:10:p:4275-:d:361835. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.