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PurposeFood delivery apps (FDAs), as a well-known technology, have been widely adopted by restaurants and customers. Different from existing studies in this field that mainly focused on the technical (internal) parts, the study aims to introduce a new framework by linking up technical (internal) factors and service-related (external) factors in the context of FDAs. This study also empirically analyzes a comprehensive model that identifies the impacts of internal and external factors in FDAs on the continuous use intention.Design/methodology/approachThis study proposes a comprehensive model integrating internal and external factors with a sample of 498 respondents who had ordered or purchased food through delivery apps for the partial least squares structural equation modeling (PLS-SEM) analysis.FindingsThe results of the study show that time-saving is the most significant factor on customers' perceptions, and various food choices and usefulness have also direct positive impacts on perceived value and satisfaction. In addition, perceived value shows a stronger effect than satisfaction on customers' continuous usage.Originality/valueThese findings provide a new perspective on FDAs, which not only simplify the elements of FDAs but also classify internal and external factors to foster the theoretical and practical development. Ultimately, the model proposed and validated in this study can serve as the basis for future FDAs and other service apps development. |
