Detemining Influential Factors of Customer Satisfaction and Repurchase Intention Toward Online Food Application in Chengdu, China
DOI:
https://doi.org/10.14456/shserj.2024.11Keywords:
Online Food Application, Food Quality, Convenience, Customer Satisfaction, Online Repurchase IntentionAbstract
Purpose: This study pinpoints the influential factors of customer satisfaction and repurchase intention toward online food application in Chengdu, China. The conceptual framework draws a causal association between online repurchase intention, customer satisfaction, service quality, food quality, convenience, and ease of use. Research design, data, and methodology: The questionnaire with the quantitative technique (n=500) was used to collect sample data from the target population. Before the survey's release, its content validity and reliability were assessed using Item-Objective Congruence (IOC) and a pilot Cronbach's Alpha test. The data were assessed using confirmatory factor analysis (CFA) and structural equation modeling (SEM) to confirm the causal relationship between the variables and the model’s goodness of fit. Results: The findings demonstrate that two important determinants and antecedents of online repurchase intention to utilize online food applications are perceived value and customer satisfaction. The ease of use, perceived value, convenience, service quality, and food quality substantially influence customer satisfaction. Conclusions: It recommends that the developers, managers, marketers, and take-out shops of the online food application pay more attention to how customers perceive the value of the application and whether customers can discern the quality of the food and service through a series of useful, quick, and simple operations in this online service.
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