Title: Investigating customers' continuous use of online food delivery services in the post-pandemic world: extended technology continuance theory

Authors: Razib Chandra Chanda; Ali Vafaei-Zadeh; Syafrizal Syafrizal; Haniruzila Hanifah

Addresses: Graduate School of Business, Universiti Sains Malaysia, Penang, Malaysia ' Graduate School of Business, Universiti Sains Malaysia, Penang, Malaysia ' Management Department, Faculty of Economics and Business, Universitas Andalas, Indonesia ' Graduate School of Business, Universiti Sains Malaysia, Penang, Malaysia

Abstract: This research investigates the predictors of customers' intention to continue using online food delivery services in the post-pandemic world. A purposive sampling technique was utilised to obtain 356 responses employing a quantitative research strategy. The findings of this study reveal that expectation confirmation and perceived usefulness have a significant impact on satisfaction. Moreover, perceived usefulness and perceived ease of use significantly affect attitude. Besides, satisfaction, attitude, and performance expectancy significantly affect intention to continue using online food delivery services. However, delivery time, perceived risk, and task-technology fit do not significantly influence customers' intention to continue using online food delivery services. Moreover, satisfaction mediates the relationship between expectation confirmations and continues use of online food delivery services. This research provides theoretical contributions while also presenting practical implications for academics and practitioners working in the field of online food delivery services.

Keywords: continuous use intention; online food delivery; satisfaction; perceived risk; performance expectancy; technology continuance theory.

DOI: 10.1504/IJPQM.2024.140601

International Journal of Productivity and Quality Management, 2024 Vol.42 No.4, pp.485 - 518

Received: 03 Jun 2022
Accepted: 04 Aug 2022
Published online: 28 Aug 2024 *

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