IDEAS home Printed from https://ideas.repec.org/a/rnd/arimbr/v16y2024i4p95-105.html
   My bibliography  Save this article

Factors that Influence Customer Satisfaction in Mobile Payment of Online Food Delivery Mobile Applications

Author

Listed:
  • Yusri Arshad
  • Muhamad Afiq Mohd Sahar
  • Sharifah Norhafiza Syed Ibrahim
  • Mohd Mas Rizat Abdul Latif

Abstract

This study was conducted to determine factors influencing customer satisfaction in mobile payment of online food delivery mobile applications. It uses Technology Acceptance Management, Unified Theory of Acceptance and use of technology, and up-to-date quality of online food delivery. The factors suggested by the theories were perceived ease of use, privacy and security, and e-service quality. A questionnaire was utilized to collect respondents’ answers, and the data collected were analyzed using SPSS. The sample comprised of 269 respondents. It also advantages the researchers in these studies in online food delivery mobile applications to acquire understanding and experience.

Suggested Citation

  • Yusri Arshad & Muhamad Afiq Mohd Sahar & Sharifah Norhafiza Syed Ibrahim & Mohd Mas Rizat Abdul Latif, 2024. "Factors that Influence Customer Satisfaction in Mobile Payment of Online Food Delivery Mobile Applications," Information Management and Business Review, AMH International, vol. 16(4), pages 95-105.
    • Handle: RePEc:rnd:arimbr:v:16:y:2024:i:4:p:95-105
    DOI: 10.22610/imbr.v16i4(S)I.4286
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4286/2828
    Download Restriction: no
    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4286
    Download Restriction: no
    File URL: https://libkey.io/10.22610/imbr.v16i4(S)I.4286?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Tong, Tingting & Dai, Hongyan & Xiao, Qin & Yan, Nina, 2020. "Will dynamic pricing outperform? Theoretical analysis and empirical evidence from O2O on-demand food service market," International Journal of Production Economics, Elsevier, vol. 219(C), pages 375-385.
    2. Ajao Qasim & Emad Abu-Shanab, 2016. "Drivers of mobile payment acceptance: The impact of network externalities," Information Systems Frontiers, Springer, vol. 18(5), pages 1021-1034, October.
    3. 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.
    4. Bigne, Enrique & Chatzipanagiotou, Kalliopi & Ruiz, Carla, 2020. "Pictorial content, sequence of conflicting online reviews and consumer decision-making: The stimulus-organism-response model revisited," Journal of Business Research, Elsevier, vol. 115(C), pages 403-416.
    5. Maria Tsourela & Dafni-Maria Nerantzaki, 2020. "An Internet of Things (IoT) Acceptance Model. Assessing Consumer’s Behavior toward IoT Products and Applications," Future Internet, MDPI, vol. 12(11), pages 1-23, November.
    6. Alaa M. Momani, 2020. "The Unified Theory of Acceptance and Use of Technology: A New Approach in Technology Acceptance," International Journal of Sociotechnology and Knowledge Development (IJSKD), IGI Global, vol. 12(3), pages 79-98, July.
    7. Tao Zhou, 2015. "An Empirical Examination of Users' Switch from Online Payment to Mobile Payment," International Journal of Technology and Human Interaction (IJTHI), IGI Global, vol. 11(1), pages 55-66, January.
    8. Dilruba Afroze & Faria Islam Rista, 2022. "Mobile financial services (MFS) and digital inclusion – a study on customers’ retention and perceptions," Qualitative Research in Financial Markets, Emerald Group Publishing Limited, vol. 14(5), pages 768-785, April.
    Full references (including those not matched with items on IDEAS)

    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. Kamal Abubker Abrahim Sleiman & Lan Juanli & Hongzhen Lei & Ru Liu & Yuanxin Ouyang & Wenge Rong, 2021. "User Trust levels and Adoption of Mobile Payment Systems in China: An Empirical Analysis," SAGE Open, , vol. 11(4), pages 21582440211, November.
    2. 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).
    3. Wei-Ching Wang & Chung-Hsien Lin, 2024. "Exploring the Importance of Destination Attributes of Sustainable Urban Waterfronts: Text and Data Mining of Tourists’ Online Reviews," Sustainability, MDPI, vol. 16(6), pages 1-17, March.
    4. Wei-Lun Chang & Li-Ming Chen & Takako Hashimoto, 2022. "Cashless Japan: Unlocking Influential Risk on Mobile Payment Service," Information Systems Frontiers, Springer, vol. 24(5), pages 1515-1528, October.
    5. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).
    6. Zhong, Yuanguang & Lan, Yibo & Chen, Zhi & Yang, Jiazi, 2023. "On-demand ride-hailing platforms with heterogeneous quality-sensitive customers: Dedicated system or pooling system?," Transportation Research Part B: Methodological, Elsevier, vol. 173(C), pages 247-266.
    7. Kong, Xiang T.R. & Kang, Kai & Zhong, Ray Y. & Luo, Hao & Xu, Su Xiu, 2021. "Cyber physical system-enabled on-demand logistics trading," International Journal of Production Economics, Elsevier, vol. 233(C).
    8. Zhang Jie & Othman Bin Ibrahim, 2025. "Extending Theory of Planned Behavior to Predict TikTok Addiction Behavior among Chinese Users," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(3), pages 62-82, March.
    9. Bartikowski, Boris & Richard, Marie-Odile & Gierl, Heribert, 2023. "Fit or misfit of culture in marketing communication? Development of the culture-ladenness fit index," Journal of Business Research, Elsevier, vol. 167(C).
    10. Xin Lin & RunZe Wu & Yong-Taek Lim & Jieping Han & Shih-Chih Chen, 2019. "Understanding the Sustainable Usage Intention of Mobile Payment Technology in Korea: Cross-Countries Comparison of Chinese and Korean Users," Sustainability, MDPI, vol. 11(19), pages 1-23, October.
    11. Shelly Gupta & Sanjay Dhingra, 2022. "Modeling the key factors influencing the adoption of mobile financial services: an interpretive structural modeling approach," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(2), pages 96-110, June.
    12. Han Yan & Rui Wang & Jin Qin, 2025. "Design factors of the tag-based review summarization system: Perspective of the consumers’ intention to use," Electronic Markets, Springer;IIM University of St. Gallen, vol. 35(1), pages 1-17, December.
    13. Felix Friederich & Ramon Palau-Saumell & Jorge Matute & José Luis Sánchez-Torelló, 2024. "Investors’ acceptance and use of investment-based crowdfunding platforms: an integrated perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(4), pages 1291-1303, December.
    14. Lee, Carmen Kar Hang & Tse, Ying Kei & Leung, Eric Ka Ho & Wang, Yichuan, 2024. "Causal recipes of customer loyalty in a sharing economy: Integrating social media analytics and fsQCA," Journal of Business Research, Elsevier, vol. 181(C).
    15. Muhammad Ilyas & Arif ud din & Muhammad Haleem & Irshad Ahmad, 2023. "Digital entrepreneurial acceptance: an examination of technology acceptance model and do-it-yourself behavior," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-19, December.
    16. Mashaal A. M. Saif & Nazimah Hussin & Maizaitulaidawati Md Husin & Ayed Alwadain & Ayon Chakraborty, 2022. "Determinants of the Intention to Adopt Digital-Only Banks in Malaysia: The Extension of Environmental Concern," Sustainability, MDPI, vol. 14(17), pages 1-32, September.
    17. Md. Jahidul Islam & Shahedul Hasan & Ather Yeasir Fahim, 2024. "Influence of consumption values on adoption of cashless society in emerging economies: the mediating effect of cashless readiness," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(4), pages 1432-1444, December.
    18. Prateep Puengwattanapong & Adisorn Leelasantitham, 2022. "A Holistic Perspective Model of Plenary Online Consumer Behaviors for Sustainable Guidelines of the Electronic Business Platforms," Sustainability, MDPI, vol. 14(10), pages 1-38, May.
    19. Kumar, Sushant & Dhir, Amandeep & Talwar, Shalini & Chakraborty, Debarun & Kaur, Puneet, 2021. "What drives brand love for natural products? The moderating role of household size," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    20. Zhou, Shuang & Blazquez, Marta & McCormick, Helen & Barnes, Liz, 2021. "How social media influencers’ narrative strategies benefit cultivating influencer marketing: Tackling issues of cultural barriers, commercialised content, and sponsorship disclosure," Journal of Business Research, Elsevier, vol. 134(C), pages 122-142.

    More about this item

    Statistics

    Access and download statistics

    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:rnd:arimbr:v:16:y:2024:i:4:p:95-105. 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: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/imbr .

    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.