IDEAS home Printed from https://ideas.repec.org/a/eee/proeco/v234y2021ics0925527321000396.html
   My bibliography  Save this article

The role of food apps servitization on repurchase intention: A study of FoodPanda

Author

Listed:
  • Yeo, Sook Fern
  • Tan, Cheng Ling
  • Teo, Shen Long
  • Tan, Kim Hua

Abstract

With the exponential growth of smartphone applications (apps), companies have embraced the new concept of platform service supply chain (PSSC). The food industry in particular has quickly adopted this concept through the use of food apps, such as Foodpanda, which is becoming popular among consumers when it comes to ordering food in Malaysia. As such, this study investigated the relationships between factors that drive customer repurchase intention in food delivery apps within the context of Malaysia. Data were collected from 250 respondents between October 2019 and January 2020. This study will employ a non-probability purposive sampling. In this study, two statistical analysis techniques were used for data analysis and testing of hypothesis, namely, Statistic Package for Social Science (SPSS) version 25 and Partial Least Square Structural Equation Modeling (PLS-SEM) version 3.2.9. As a result, perceived usefulness, social influence, and trust displayed a significant and positive influence on customer repurchase intention for food apps. The outcomes retrieved from the importance-performance matrix analysis (IPMA) revealed that both importance and performance of perceived usefulness highly contributed to customer repurchase intention for food apps. This research has important implications for Foodpanda to continuously improve its food delivery apps service platform and achieve customer satisfaction, leading to repurchase intention. Having that said, this study sheds new light on the platform serviceability within the food industry.

Suggested Citation

  • 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).
    • Handle: RePEc:eee:proeco:v:234:y:2021:i:c:s0925527321000396
    DOI: 10.1016/j.ijpe.2021.108063
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0925527321000396
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.ijpe.2021.108063?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Massoud Moslehpour & Van Kien Pham & Wing-Keung Wong & İsmail Bilgiçli, 2018. "e-Purchase Intention of Taiwanese Consumers: Sustainable Mediation of Perceived Usefulness and Perceived Ease of Use," Sustainability, MDPI, vol. 10(1), pages 1-17, January.
    2. Amaro, Suzanne & Duarte, Paulo, 2015. "An integrative model of consumers' intentions to purchase travel online," Tourism Management, Elsevier, vol. 46(C), pages 64-79.
    3. Vandermerwe, Sandra & Rada, Juan, 1988. "Servitization of business: Adding value by adding services," European Management Journal, Elsevier, vol. 6(4), pages 314-324, December.
    4. Saeideh Sharifi fard & Ezhar Tamam & Md Salleh Hj Hassan & Moniza Waheed & Zeinab Zaremohzzabieh, 2016. "Factors affecting Malaysian university students’ purchase intention in social networking sites," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1182612-118, December.
    5. Nedra, Bahri-Ammari & Hadhri, Walid & Mezrani, Mariem, 2019. "Determinants of customers' intentions to use hedonic networks: The case of Instagram," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 21-32.
    6. Forsythe, Sandra M. & Shi, Bo, 2003. "Consumer patronage and risk perceptions in Internet shopping," Journal of Business Research, Elsevier, vol. 56(11), pages 867-875, November.
    7. Chong, Alain Yee-Loong & Zhou, Li, 2014. "Demand chain management: Relationships between external antecedents, web-based integration and service innovation performance," International Journal of Production Economics, Elsevier, vol. 154(C), pages 48-58.
    8. Zhou, Honggeng & Li, Ling, 2020. "The impact of supply chain practices and quality management on firm performance: Evidence from China's small and medium manufacturing enterprises," International Journal of Production Economics, Elsevier, vol. 230(C).
    9. Chen, Yi-Mu & Hsu, Tsuen-Ho & Lu, Yu-Jou, 2018. "Impact of flow on mobile shopping intention," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 281-287.
    10. Ray, Arghya & Dhir, Amandeep & Bala, Pradip Kumar & Kaur, Puneet, 2019. "Why do people use food delivery apps (FDA)? A uses and gratification theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 221-230.
    11. Farahwahida Mohd & Faudzi Ahmad & Norsila Samsudin & Suhizaz Sudin, 2011. "Extending the Technology Acceptance Model to Account for Social Influence, Trust and Integration for Pervasive Computing Environment: A Case Study in University Industry," American Journal of Economics and Business Administration, Science Publications, vol. 3(3), pages 552-559, November.
    12. Tan, Kim Hua & Ji, Guojun & Chung, Leanne & Wang, Ching-Hsin & Chiu, Anthony & Tseng, M.L., 2019. "Riding the wave of belt and road initiative in servitization: Lessons from China," International Journal of Production Economics, Elsevier, vol. 211(C), pages 15-21.
    13. Yeo, Vincent Cheow Sern & Goh, See-Kwong & Rezaei, Sajad, 2017. "Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 150-162.
    14. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    15. Kohtamäki, Marko & Einola, Suvi & Rabetino, Rodrigo, 2020. "Exploring servitization through the paradox lens: Coping practices in servitization," International Journal of Production Economics, Elsevier, vol. 226(C).
    16. Zhu, Wenlong & Mou, Jian & Benyoucef, Morad, 2019. "Exploring purchase intention in cross-border E-commerce: A three stage model," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 320-330.
    17. Pham, Thi Song Hanh & Ahammad, Mohammad Faisal, 2017. "Antecedents and consequences of online customer satisfaction: A holistic process perspective," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 332-342.
    18. Marios Koufaris, 2002. "Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior," Information Systems Research, INFORMS, vol. 13(2), pages 205-223, June.
    19. Suk Won Lee & Hye Jin Sung & Hyeon Mo Jeon, 2019. "Determinants of Continuous Intention on Food Delivery Apps: Extending UTAUT2 with Information Quality," Sustainability, MDPI, vol. 11(11), pages 1-15, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Fakfare, Pipatpong & Promsivapallop, Pornpisanu & Manosuthi, Noppadol, 2023. "Applying integrated generalized structured component analysis to explore tourists' benefit consideration and choice confidence toward travel appscape," Technological Forecasting and Social Change, Elsevier, vol. 188(C).
    2. 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).
    3. 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).
    4. 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).
    5. Kolagar, Milad & Parida, Vinit & Sjödin, David, 2022. "Ecosystem transformation for digital servitization: A systematic review, integrative framework, and future research agenda," Journal of Business Research, Elsevier, vol. 146(C), pages 176-200.
    6. Tsai, Pei-Hsuan & Chen, Chih-Jou & Hsiao, Wei-Hung & Lin, Chin-Tsai, 2023. "Factors influencing the consumers’ behavioural intention to use online food delivery service: Empirical evidence from Taiwan," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    7. Tiwari, Sunil & Sharma, Pankaj & Jha, Ashish Kumar, 2024. "Digitalization & Covid-19: An institutional-contingency theoretic analysis of supply chain digitalization," International Journal of Production Economics, Elsevier, vol. 267(C).
    8. 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.
    9. 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).
    10. Charpin, Remi & Lee, Min Kyung & Wu, Ting, 2021. "Mobile procurement platforms: Bridging the online and offline worlds in China's restaurant industry," International Journal of Production Economics, Elsevier, vol. 241(C).
    11. Sook Fern Yeo & Cheng Ling Tan & Ajay Kumar & Kim Hua Tan & Jee Kit Wong, 2022. "Investigating the impact of AI-powered technologies on Instagrammers’ purchase decisions in digitalization era–A study of the fashion and apparel industry," Post-Print hal-03628402, HAL.

    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. Daniel Belanche & Luis V. Casaló & Carlos Flavián & Alfredo Pérez-Rueda, 2021. "The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 45-75, March.
    2. Fan Cheong & Rob Law, 2022. "Will Macau’s Restaurants Survive or Thrive after Entering the O2O Food Delivery Platform in the COVID-19 Pandemic?," IJERPH, MDPI, vol. 19(9), pages 1-19, April.
    3. Waymond Rodgers & Tam Nguyen, 2022. "Advertising Benefits from Ethical Artificial Intelligence Algorithmic Purchase Decision Pathways," Journal of Business Ethics, Springer, vol. 178(4), pages 1043-1061, July.
    4. Cao, XinYu & Mokhtarian, Patricia L, 2005. "The Intended and Actual Adoption of Online Purchasing: A Brief Review of Recent Literature," Institute of Transportation Studies, Working Paper Series qt45q5p1vb, Institute of Transportation Studies, UC Davis.
    5. Swapan Kumar Saha & Paulo Duarte & Susana C. Silva & Guijun Zhuang, 2021. "Supporting sustainability by promoting online purchase through enhancement of online convenience," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 23(5), pages 7251-7272, May.
    6. Kumar, Sushant & Shah, Arunima, 2021. "Revisiting food delivery apps during COVID-19 pandemic? Investigating the role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    7. Kimiagari, Salman & Asadi Malafe, Neda Sharifi, 2021. "The role of cognitive and affective responses in the relationship between internal and external stimuli on online impulse buying behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    8. Hadiqa Riaz & Vida Davidaviciene & Hassaan Ahmed & Ieva Meidute-Kavaliauskiene, 2022. "Optimizing Customer Repurchase Intention through Cognitive and Affective Experience: An Insight of Food Delivery Applications," Sustainability, MDPI, vol. 14(19), pages 1-22, October.
    9. Taylor, David G. & Strutton, David, 2010. "Has e-marketing come of age? Modeling historical influences on post-adoption era Internet consumer behaviors," Journal of Business Research, Elsevier, vol. 63(9-10), pages 950-956, September.
    10. Xiaolong Wang & Wenkun Zhang & Tao Zhang & Yanan Wang & Sanggyun Na, 2022. "A Study of Chinese Consumers’ Consistent Use of Mobile Food Ordering Apps," Sustainability, MDPI, vol. 14(19), pages 1-20, October.
    11. Tandon, Anushree & Kaur, Puneet & Bhatt, Yogesh & Mäntymäki, Matti & Dhir, Amandeep, 2021. "Why do people purchase from food delivery apps? A consumer value perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    12. Le Giang Nam & Nguyen Thi Thuan An, 2021. "Factors Affecting the Continuance Intention to Use Food Delivery Apps of The Millennials in Ho Chi Minh City," Technium Social Sciences Journal, Technium Science, vol. 18(1), pages 404-417, April.
    13. Mohammad Hasan Galib & Khalid Ait Hammou & Jennifer Steiger, 2018. "Predicting Consumer Behavior: An Extension of Technology Acceptance Model," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(3), pages 1-73, August.
    14. Cao, XinYu & Mokhtarian, Patricia L, 2005. "The Intended and Actual Adoption of Online Purchasing: A Brief Review of Recent Literature," Institute of Transportation Studies, Working Paper Series qt095934s0, Institute of Transportation Studies, UC Davis.
    15. Cao, Xinyu & Mokhtarian, Patricia L., 2005. "The Intended and Actual Adoption of Online Purchasing: A Brief Review of Recent Literature," University of California Transportation Center, Working Papers qt5z75n416, University of California Transportation Center.
    16. Kuen-Cheng Lee & I-Hsiung Chang & Tsung-Jen Wu & Ru-Si Chen, 2022. "The Moderating Role of Perceived Interactivity in the Relationship Between Online Customer Experience and Behavioral Intentions to Use Parenting Apps for Taiwanese Preschool Parents," SAGE Open, , vol. 12(1), pages 21582440221, March.
    17. Rupam Chowdhury, 2023. "Impact of perceived convenience, service quality and security on consumers’ behavioural intention towards online food delivery services: the role of attitude as mediator," SN Business & Economics, Springer, vol. 3(1), pages 1-23, January.
    18. Nathanael Johnson & Torsten Reimer, 2023. "The Adoption and Use of Smart Assistants in Residential Homes: The Matching Hypothesis," Sustainability, MDPI, vol. 15(12), pages 1-16, June.
    19. repec:dgr:rugsom:04f04 is not listed on IDEAS
    20. Muhammad Rizwan & Hamna Sultan & Sadia Parveen & Shumaila Nawaz & Samreen Sattar & Maryam Sana, 2013. "Determinants of Online Shopping and Moderating Role of Innovativeness and Perceived Risk," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 3(2), pages 142-159, February.
    21. Riffat Ara Zannat Tama & Md Mahmudul Hoque & Ying Liu & Mohammad Jahangir Alam & Mark Yu, 2023. "An Application of Partial Least Squares Structural Equation Modeling (PLS-SEM) to Examining Farmers’ Behavioral Attitude and Intention towards Conservation Agriculture in Bangladesh," Agriculture, MDPI, vol. 13(2), pages 1-22, February.

    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:eee:proeco:v:234:y:2021:i:c:s0925527321000396. 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: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/ijpe .

    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.