IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v8y2024i6p1620-1635.html
   My bibliography  Save this article

When Tech Goes Sour: A Directed Qualitative Content Analysis of Negative User Experiences in Food and Beverage Mobile Apps

Author

Listed:
  • Anderson Ngelambong

    (Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Cawangan Pulau Pinang, Malaysia)

  • Siti Norsyafiqah Salim

    (Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Cawangan Pulau Pinang, Malaysia)

  • Saiful Bahri Mohd Kamal

    (Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Cawangan Pulau Pinang, Malaysia)

  • Mauren Gita Miranti

    (Department of Home Economics, Faculty of Engineering, Universitas Negeri Surabaya, Indonesia)

Abstract

In the past decades, there have been a growing number of food and beverage brand marketers who have extended their offerings via mobile apps. However, despite the increasing interest and investment in the mobile app market, there is still room for improvement in food and beverage mobile app retention. This study aims to explore why customers are disappointed with their food and beverage mobile apps. Specific attention is given to the role of customers’ negative food and beverage mobile app usage experiences. Based on the directed qualitative content analysis method, 3,866 valid user reviews from the top 5 Malaysian food and beverage mobile apps in the Google Play Store were collected and analyzed using NVivo version 12. Drawing from Delone and McLean information system success model and expectancy-disconfirmation model, the study found that customers’ negative food and beverage mobile app usage experience is complex and multidimensional. They can be categorized as performance expectancy disconfirmation and effort expectancy disconfirmation. Theoretically, the study extends the current understanding of mobile app usage retention mechanisms. In terms of practical implications, the study could provide valuable insights into improving consumers’ emotional experiences with food and beverage mobile apps, thereby enhancing user retention strategies. Researchers should consider the limitations of the study as opportunities for future research.

Suggested Citation

  • Anderson Ngelambong & Siti Norsyafiqah Salim & Saiful Bahri Mohd Kamal & Mauren Gita Miranti, 2024. "When Tech Goes Sour: A Directed Qualitative Content Analysis of Negative User Experiences in Food and Beverage Mobile Apps," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(6), pages 1620-1635, June.
  • Handle: RePEc:bcp:journl:v:8:y:2024:i:6:p:1620-1635
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-8-issue-6/1620-1635.pdf
    Download Restriction: no

    File URL: https://rsisinternational.org/journals/ijriss/articles/when-tech-goes-sour-a-directed-qualitative-content-analysis-of-negative-user-experiences-in-food-and-beverage-mobile-apps/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Dirsehan, Taşkın & Cankat, Ece, 2021. "Role of mobile food-ordering applications in developing restaurants’ brand satisfaction and loyalty in the pandemic period," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    2. Nkosivile Welcome Madinga & Jo Blanckensee & Lauren Longhurst & Nqobile Bundwini, 2023. "The new normal: the adoption of food delivery apps," European Journal of Management Studies, Emerald Group Publishing Limited, vol. 28(3), pages 175-192, November.
    3. Ayoung Suh & Mengjun Li, 2021. "Digital Tracing during the COVID-19 Pandemic: User Appraisal, Emotion, and Continuance Intention," Sustainability, MDPI, vol. 13(2), pages 1-17, January.
    4. Daniel Belanche & Marta Flavián & Alfredo Pérez-Rueda, 2020. "Mobile Apps Use and WOM in the Food Delivery Sector: The Role of Planned Behavior, Perceived Security and Customer Lifestyle Compatibility," Sustainability, MDPI, vol. 12(10), pages 1-21, May.
    5. Xiang, Zheng & Magnini, Vincent P. & Fesenmaier, Daniel R., 2015. "Information technology and consumer behavior in travel and tourism: Insights from travel planning using the internet," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 244-249.
    6. Muhammad Mazhar & Ding Hooi Ting & Amir Zaib Abbasi & Muhammad Aamir Nadeem & Haider Ali Abbasi, 2022. "Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery," Cogent Business & Management, Taylor & Francis Journals, vol. 9(1), pages 2072186-207, December.
    7. Mohammad Kamel Daradkeh & Haneen Ahmad Saleh Sabbahein, 2019. "Factors Influencing the Adoption of Mobile Application Development Platforms: A Qualitative Content Analysis of Developers' Online Reviews," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 15(4), pages 43-59, October.
    8. Yeo, Sook Fern & Tan, Cheng Ling & Teo, Shen Long & Tan, Kim Hua, 2021. "The role of food apps servitization on repurchase intention: A study of FoodPanda," International Journal of Production Economics, Elsevier, vol. 234(C).
    9. Pate, Symone S. & Anderson, Valerie R. & Kulig, Teresa C. & Wilkes, Nicole & Sullivan, Christopher J., 2021. "Learning from child welfare case narratives: A directed content analysis of indicators for human trafficking," Children and Youth Services Review, Elsevier, vol. 121(C).
    10. Fong, Lawrence Hoc Nang & Lam, Long Wai. & Law, Rob, 2017. "How locus of control shapes intention to reuse mobile apps for making hotel reservations: Evidence from chinese consumers," Tourism Management, Elsevier, vol. 61(C), pages 331-342.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Das, Manoj & Ramalingam, Mahesh, 2022. "What drives product involvement and satisfaction with OFDs amid COVID-19?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    2. Meena, Purushottam & Kumar, Gopal, 2022. "Online food delivery companies' performance and consumers expectations during Covid-19: An investigation using machine learning approach," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    3. Goh Mei Ling, 2021. "Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic," GATR Journals jmmr281, Global Academy of Training and Research (GATR) Enterprise.
    4. Liu, Chih-Hsing & Dong, Tse-Ping & Vu, Ho Tran, 2023. "Transformed virtual concepts into reality: Linkage the viewpoint of entrepreneurial passion, technology adoption propensity and advantage to usage intention," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    5. Dogra, Nikhil & Adil, Mohd & Sadiq, Mohd & Dash, Ganesh & Paul, Justin, 2023. "Unraveling customer repurchase intention in OFDL context: An investigation using a hybrid technique of SEM and fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    6. Shiwei Shen & Marios Sotiriadis & Qing Zhou, 2020. "Could Smart Tourists Be Sustainable and Responsible as Well? The Contribution of Social Networking Sites to Improving Their Sustainable and Responsible Behavior," Sustainability, MDPI, vol. 12(4), pages 1-21, February.
    7. Lenka Mynaříková & Vít Pošta, 2023. "The Effect of Consumer Confidence and Subjective Well-being on Consumers’ Spending Behavior," Journal of Happiness Studies, Springer, vol. 24(2), pages 429-453, February.
    8. Liu, Chih-Hsing & Gan, Bernard & Ko, Wen-Hwa & Teng, Chih-Ching, 2022. "Comparison of localized and foreign restaurant brands for consumer behavior prediction," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    9. Ma, Shigui & He, Yong & Gu, Ran & Yeh, Chung-Hsing, 2024. "How to cooperate in a three-tier food delivery service supply chain," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    10. Christino, Juliana Maria Magalhães & Silva, Thaís Santos & Cardozo, Erico Aurélio Abreu & de Pádua Carrieri, Alexandre & de Paiva Nunes, Patricia, 2019. "Understanding affiliation to cashback programs: An emerging technique in an emerging country," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 78-86.
    11. Yoo, Chul Woo & Goo, Jahyun & Huang, C. Derrick & Nam, Kichan & Woo, Mina, 2017. "Improving travel decision support satisfaction with smart tourism technologies: A framework of tourist elaboration likelihood and self-efficacy," Technological Forecasting and Social Change, Elsevier, vol. 123(C), pages 330-341.
    12. McLean, Graeme & Osei-Frimpong, Kofi & Al-Nabhani, Khalid & Marriott, Hannah, 2020. "Examining consumer attitudes towards retailers' m-commerce mobile applications – An initial adoption vs. continuous use perspective," Journal of Business Research, Elsevier, vol. 106(C), pages 139-157.
    13. Hampson, Daniel P. & Gong, Shiyang & Xie, Yi, 2021. "How consumer confidence affects price conscious behavior: The roles of financial vulnerability and locus of control," Journal of Business Research, Elsevier, vol. 132(C), pages 693-704.
    14. Mazanec, Josef A., 2020. "Hidden theorizing in big data analytics: With a reference to tourism design research," Annals of Tourism Research, Elsevier, vol. 83(C).
    15. Angel Stoykov, 2023. "The Influence Of Social Media On Advertising Tourism Services (In The Example Of Bulgaria)," Business Management, D. A. Tsenov Academy of Economics, Svishtov, Bulgaria, issue 1 Year 20, pages 64-80.
    16. Yeo, Sook Fern & Tan, Cheng Ling & Kumar, Ajay & Tan, Kim Hua & Wong, Jee Kit, 2022. "Investigating the impact of AI-powered technologies on Instagrammers’ purchase decisions in digitalization era–A study of the fashion and apparel industry," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    17. Farzana Sharmin & Mohammad Tipu Sultan & Alina Badulescu & Dorin Paul Bac & Benqian Li, 2020. "Millennial Tourists’ Environmentally Sustainable Behavior Towards a Natural Protected Area: An Integrative Framework," Sustainability, MDPI, vol. 12(20), pages 1-24, October.
    18. Jelena Petrović & Snežana Milićević & Lukrecija Djeri, 2017. "The information and communications technology as a factor of destination competitiveness in transition countries in European Union," Tourism Economics, , vol. 23(6), pages 1353-1361, September.
    19. Dae-Ho Byun & Han-Na Yang & Dong-Seop Chung, 2020. "Evaluation of Mobile Applications Usability of Logistics in Life Startups," Sustainability, MDPI, vol. 12(21), pages 1-17, October.
    20. Alex Yang-chan Hsu & Brian King & Dan Wang & Dimitrios Buhalis, 2016. "In-destination tour products and the disrupted tourism industry: progress and prospects," Information Technology & Tourism, Springer, vol. 16(4), pages 413-433, December.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:8:y:2024:i:6:p:1620-1635. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.