Consumer Sentiment, Cognitive Attitudes, and Behavior Patterns toward Delivery Apps.

• Author: Rowland, Mary

1. Introduction

   The purpose of my systematic review is to examine the recently published literature on consumer sentiment, cognitive attitudes, and behavior patterns toward delivery apps and integrate the insights it configures on online platforms and on-demand food delivery apps and services. By analyzing the most recent (2021 and 2022) and significant (Web of Science, Scopus, and ProQuest) sources, my paper has attempted to prove that food delivery apps satisfy customers' increasing requirement of purchasing items and maintaining physical distance throughout the COVID-19 pandemic. The actuality and novelty of this study are articulated by addressing online purchasing and home delivery services, that is an emerging topic involving much interest. My research problem is whether consumer experience with online food delivery apps (Agarwal and Sahu, 2021; Gavilan et al., 2021; Pal et al., 2021; Srinivas, 2021; Talwar et al., 2021) as regards perceived quality influences loyalty and satisfaction.

   In this review, prior findings have been cumulated indicating that online delivery apps can assist the restaurant and catering sector to grow strongly and vigorously by enabling users to order food safely. The identified gaps advance customer intention to adopt online food delivery services. My main objective is to indicate that ordering food online by delivery apps and perceived service quality (Amin et al, 2021; Chen McCain et al, 2021; Pal et al., 2021; Seghezzi et al., 2021; Song et al., 2021) can shape consumer experience, satisfaction, and loyalty. This systematic review contributes to the literature on food ordering app acceptance and adoption (Bruwer et al, 2021; Hong et al, 2021; Pal et al, 2021; Ramos, 2021; Shah et al, 2021) by clarifying that COVID-19-related perceived severity and vulnerability impact usage intention of online food delivery services (John, 2021; Mehrolia et al, 2020; Pal et al., 2021; Sinha et al., 2021; Wen et al., 2021), shaping attitudinal and behavioral intentions. This research endeavors to elucidate whether values, visibility, and usage intention of food delivery applications shape consumer acceptance. My contribution is by integrating research findings indicating that behavioral intention and continuance usage of contactless delivery services can shape consumer perception (Lazaroiu, 2013), purchase decision, experience, satisfaction, and loyalty.

2. Theoretical Overview of the Main Concepts

   The process of users consenting to food delivery apps (Chakraborty et al, 2022; Hong et al, 2021; Kumar and Shah, 2021; Pal et al, 2021; Tandon et al, 2021) can predict behavioral intentions and perceived usefulness and ease of use. Customer reviews on product websites and comments on social media platforms can function as important information sources for both users and online food service providers. Customers who buy food online by use of delivery apps throughout the COVID-19 crisis (Amin et al., 2021; Bao and Zhu, 2022; Sharma et al., 2021; Su et al., 2022; Uzir et al., 2021) are associated with reduced perceived threat and with an increased level of shopping patterns, significant perceived upsides, and relevant product involvement. Technological and cognitive cues associated with mobile food ordering apps shape consumers' intentions to adopt them continuously. The level of COVID-19 fear, concern, and demand experienced by users considerably impacts their decisions to adopt online food delivery services. The manuscript is organized as following: theoretical overview (section 2), methodology (section 3), continuous usage intentions in adopting food delivery apps (section 4), customer trust in, and loyalty in relation to, mobile food delivery apps (section 5), predictors shaping customer intention to adopt online food delivery services (section 6), discussion (section 7), synopsis of the main research outcomes (section 8), conclusions (section 9), limitations, implications, and further directions of research (section 10).

3. Methodology

   Throughout January 2022, a quantitative literature review of the Web of Science, Scopus, and ProQuest databases was carried out, with search terms comprising "delivery app" + "consumer sentiment," "cognitive attitude," and "behavior pattern." The search terms were determined as being the most employed words or phrases across the analyzed literature. As research published in 2021 and 2022 was analyzed, only 146 articles met the suitability criteria. By removing questionable or indeterminate findings (insubstantial/inconsequent data), results unconfirmed by replication, too imprecise content, or having quite similar titles, 26, chiefly empirical, sources were selected (Tables 1 and 2). Extracting and inspecting publicly accessible files (scholarly sources) as evidence, before the research began no institutional ethics approval was required. (Figures 1 and 2)

4. Continuous Usage Intentions in Adopting Food Delivery Apps

   Consumers are progressively adopting food delivery apps (Kumar and Shah, 2021; Pal et al., 2021; Song et al., 2021; Tandon et al., 2021) to enable convenient and swift operations. The process of users consenting to food delivery apps can predict behavioral intentions and perceived usefulness and ease of use. Enjoyment and dominance influence continuous usage intentions in adopting food delivery apps during the COVID-19 pandemic. Adoption intention of online food delivery apps are related to consumer loyalty and satisfaction, in addition to perceived service quality. Consumer experience with online food delivery apps as regards perceived quality influences loyalty and satisfaction.

   Performance on food delivery apps, together with product and service quality (Amin et al., 2021; Chen McCain et al., 2021; Pal et al., 2021), influence customer satisfaction. Online delivery apps can assist the restaurant and catering sector to grow strongly and...