Journal
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
Volume 96, Issue -, Pages -Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2021.102983
Keywords
Expectation confirmation theory; Online meal delivery service; Restaurants; Sharing economy ethos
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Funding
- William F. Harrah College of Hospitality at the University of Nevada, Las Vegas
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The study compared the antecedents of satisfaction for online meal delivery platforms before and during quarantine, identifying differences in factors affecting satisfaction. The findings point to important differences in the factors influencing user satisfaction with these platforms before and during the pandemic.
Online meal delivery platforms (OMDPs), like UberEats, have received more attention since quarantine was established to prevent the spread of COVID-19. The research into antecedents of satisfaction and continuous usage intention for OMDPs, in general, is under researched. The current study compared the antecedents of satisfaction before quarantine to the antecedents during quarantine through the lens of Expectation-Confirmation Theory. Through multiple regression analyses, the researchers found that before quarantine, sharing economy ethos, price-value, food quality, ease of use and confirmation of beliefs had a significant impact on satisfaction while during quarantine, food quality, service speed, ease of use, and confirmation of beliefs were significant. Practical and theoretical implications are discussed.
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