Delivery Apps Use during the COVID-19 Pandemic: Consumer Satisfaction Judgments, Behavioral Intentions, and Purchase Decisions.

• Author: Michalikova, Katarina Frajtova

1. Introduction

   The purpose of our systematic review is to examine the recently published literature on delivery apps use during the COVID-19 pandemic and integrate the insights it configures on consumer satisfaction judgments, behavioral intentions, and purchase decisions. By analyzing the most recent (2020-2022) and significant (Web of Science, Scopus, and ProQuest) sources, our paper has attempted to prove that delivery and food quality influence user satisfaction and loyalty. The actuality and novelty of this study are articulated by addressing app-based sales systems, that is an emerging topic involving much interest. Our research problem is whether perceived control over food delivery apps may strengthen consumer feelings (Andronie et al., 2021; Birtus and Lazaroiu, 2021), resulting in increased long-term engagement.

   In this review, prior findings have been cumulated indicating that ontime delivery, optimized service quality, and positive customer perceived value are pivotal in customer satisfaction. The identified gaps advance delivery app continuance behavior. Our main objective is to indicate that consumer habits in identifying information as regards ready-to-eat food and making decisions accordingly have reconfigured online delivery. This systematic review contributes to the literature on customer intention to adopt food delivery apps and services by clarifying that there is a positive link between economic, intersubjective, and gratification values and users' persuasion in online food delivery platforms. This research endeavors to elucidate whether the information quality and design supplied by delivery apps can influence user satisfaction and loyalty. Our contribution is by integrating research findings indicating that attitude, price advantage, and trust are positively related to shopping routine on food delivery apps throughout the COVID-19 pandemic.

2. Theoretical Overview of the Main Concepts

   Trust and the price advantage provided by fair and affordable pricing may lead to a positive attitude in relation to food delivery apps. Hygiene consciousness shapes the driving forces and obstacles to food delivery app usage. Consumers who face obstacles in relation to ordering food via delivery apps may be more enthusiastic to appreciate a shopping routine. Effort and performance expectancy (Amin et al, 2021; Mehrolia et al, 2020; Pal et al, 2021; Ramos, 2021; Talwar et al, 2021) shape the intention to use food delivery apps. Perceived usefulness, trust, and social influence shape customer repurchase intention (Chakraborty et al, 2022; Ray and Bala, 2021; Sharma et al, 2021; Trivedi and Singh, 2021; Uzir et al, 2021) for food delivery apps. Informational and normative social influence is pivotal in shaping customer intention (Gani et al, 2021; Kumar et al, 2021; Pal et al., 2021; Sharma et al., 2021; Yeo et al., 2021) to continue using food delivery apps. Consumers may be concerned as regards safety and freedom from contamination in ordering food by adopting delivery apps. Service providers have reconfigured their design to bring about a security and safety sense by precisely specifying instructions of preparation and delivery, satisfying users and reducing the fear of getting contaminated with COVID-19. Designing food delivery apps so that relevant information is swiftly accessible will facilitate well-informed decisions. The manuscript is organized as following: theoretical overview (section 2), methodology (section 3), delivery app continuance behavior during the COVID-19 pandemic (section 4), driving forces and obstacles to food delivery app usage (section 5), user satisfaction and loyalty in delivery app adoption (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" + "COVID-19 pandemic," "consumer satisfaction judgment," "behavioral intention," and "purchase decision." The search terms were determined as being the most employed words or phrases across the analyzed literature. As research published between 2020 and 2022 was analyzed, only 159 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, 24, 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. Delivery App Continuance Behavior during the COVID-19 Pandemic

   Food delivery apps (Kumar et al., 2021; Pal et al., 2021; Sharma et al., 2021; Yeo et al., 2021) are reconfiguring the manner food is consumed and impact revisit intentions. Attitude, price advantage, and trust are positively related to shopping routine on food delivery apps throughout the COVID-19 pandemic. Perceived usefulness, trust, and social influence shape customer repurchase intention for food delivery apps. Designing food delivery apps so that relevant information is swiftly accessible will facilitate well-informed decisions.

   Price upsides and service trust behaviors (Chakraborty et al., 2022; Gani et al., 2021; Ray and Bala, 2021; Sharma et al., 2021) predict customer adoption intention of delivery apps. Visibility mediates the link between values and usage adoption of food delivery apps. Consumer habits in identifying information as regards ready-to-eat food and making decisions accordingly have reconfigured online delivery. The price advantage provided by food delivery apps may be a standard characteristic by users without causing them to feast on binge ordering.

   In delivery app continuance behavior (Amin et al., 2021; Pal et al...