What factors determining customer continuingly using food delivery apps during 2019 novel coronavirus pandemic period?

Abstract

Food delivery apps (FDAs) as an emerging online-to-offline mobile technology, have been widely adopted by catering businesses and customers. Especially, as they have provided two-way beneficial catering delivery services in rescuing catering enterprises and satisfying customers' technological and mental exceptions under the COVID-19 global pandemic condition. This study proposes a comprehensive model integrating UTAUT, ECM and TTF with the trust factor and examines 532 valid FDA users' continuance intention of using FDAs during the COVID-19 pandemic period in China. The statistical results and discussions show that satisfaction is the most significant factor, and perceived task-technology fit, trust, performance expectancy, social influence and confirmation have direct or indirect positive impacts on users' continuance usage intention of FDAs during the COVID-19 pandemic period. In addition, relevant researches and stakeholders should consider the specific characteristic of technology being associated with users' technological and mental perceptions for better understanding and explaining users' continuance intention.