Wang Junbin, Shen Xiangdong, Huang Xinbei, Liu Yuting
Business School, Changshu Institute of Technology, Changshu, China.
School of Management, Fudan University, Shanghai, China.
Front Psychol. 2021 Aug 16;12:716796. doi: 10.3389/fpsyg.2021.716796. eCollection 2021.
Online food delivery (OFD) has gradually become a development trend in the catering industry. However, the homogenization of the principal OFD platforms is becoming increasingly obvious, and there is an urgent need to explore the continuous usage intentions of consumers of the OFD platform. Unlike previous studies, this study employs DeLone and McLean's information system (IS) success model as the theoretical framework and constructs the influencing factors model of the continued usage intentions of users of the OFD platform from three aspects, namely, service, system, and information quality. Participants ( = 361) completed a questionnaire assessing their continuous usage intentions of the OFD platform, and the results were analyzed using a structural equation model (SEM). Service worker, platform quality, and content consistency have significant positive effects on the trust in the platform and satisfaction of consumers. Both the trust in the platform and satisfaction of consumers have a positive impact on their continuous usage intentions. We also explored the mediating effect of the trust in the platform and satisfaction of consumers. This study adds to the academic literature and practical implications for the continuous usage intention of consumers. This study discusses the influencing factors and formation mechanism of the continuous usage intention of consumers and proposes a model of the continuous usage intention of consumers of OFD platforms. Moreover, OFD platforms can make differentiation strategies more targeted and eliminate the dilemma of homogenization competition of OFD platforms.
在线食品配送（OFD）已逐渐成为餐饮行业的一种发展趋势。然而，主要OFD平台的同质化现象日益明显，迫切需要探索OFD平台消费者的持续使用意愿。与以往研究不同，本研究采用DeLone和McLean的信息系统（IS）成功模型作为理论框架，从服务、系统和信息质量三个方面构建了OFD平台用户持续使用意愿的影响因素模型。参与者（n = 361）完成了一份评估他们对OFD平台持续使用意愿的问卷，并使用结构方程模型（SEM）对结果进行了分析。服务人员、平台质量和内容一致性对消费者对平台的信任和满意度有显著的正向影响。消费者对平台的信任和满意度都对他们的持续使用意愿有积极影响。我们还探讨了消费者对平台的信任和满意度的中介作用。本研究为消费者持续使用意愿的学术文献和实践意义做出了贡献。本研究讨论了消费者持续使用意愿的影响因素和形成机制，并提出了OFD平台消费者持续使用意愿的模型。此外，OFD平台可以使差异化策略更具针对性，消除OFD平台同质化竞争的困境。
