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

Sook Fern Yeo, Cheng Ling Tan, Shen Long Teo and Kim Hua Tan

International Journal of Production Economics, 2021, vol. 234, issue C

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.

Keywords: Servitization; Repurchase intention; Platform service supply chain; Food apps (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (11)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:proeco:v:234:y:2021:i:c:s0925527321000396

DOI: 10.1016/j.ijpe.2021.108063

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