Abstract
This study aims to analyze the path of structural equations for the impact relationship between the information characteristics of delivery app reviews and business sustainability. Process Macro also seeks to verify the dual intervention effect of online customer relationship management(CRM) and competitive advantage. A survey of 207 small business owners of domestic delivery restaurants found the following results. First, among the characteristics of delivery app reviews, the relationship between clarity and business persistence (+) was positive. Second, it verified that online CRM and competitive advantage have statistically significant positive (+) mediating effects. Third, it proved that the dual mediating impact of online CRM and competitive advantage is statistically significant in the relationship between delivery app review characteristics and sustainability. The above research results give academic and practical meaning and suggest the limitations and directions of follow-up studies improve them.
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