| dc.description.abstract | Purpose – The study aimed to determine the factors affecting the satisfaction and behavior intention of consumers towards using online food delivery after customer sentiment and living condition were heavily changed by the COVID-19 pandemic.
Methodology – The research applies a quantitative approach, which data was collected from 320 users living in Ho Chi Minh City, under the 5 Likert-scale survey, then was carried out under Regression analysis on the SPSS program.
Findings – The results demonstrated that Convenience, Perceived Ease-of-use, Price Value and Hedonic Motivation are the elements that are positively associated with Customer Satisfaction as online food delivery applications usage. Moreover, users having higher satisfaction tend to have intention to reuse the service. Finally, GrabFood is recognized as the most dominant application in the food delivery e-market.
Research limitations/implications – There are some constraints such as small geographical area, limited time, small sample size and insufficient depth of finding due to the quantitative method.
Originality/ Value – This study provided food delivery app businesses with more customer insights in Ho Chi Minh City, in Vietnam, allowing them to better understand which factors make customers more satisfied with food delivery apps and decide to reuse. | en_US |
