Enhancing Perceived Credibility During a Pandemic: Exploring Factors Affecting Consumer Behavioral Intention in an Online Ordering Environment

Richa Misra and Shalini Srivastava
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Richa Misra: Jaipuria Institute of Management, Noida, India
Shalini Srivastava: Jaipuria Institute of Management, Noida, India

Journal of Electronic Commerce in Organizations (JECO), 2021, vol. 19, issue 4, 40-63

Abstract: The way a person orders his food is the next big thing that technology aims to change. The purpose of the study is to empirically examine the factors determining the behavioral intention of customers towards online food delivery services with food delivery aggregators in India. The study has segmented the online food delivery (OFD) dimension into two domains, namely performance and experience factors. Performance factor includes technical attributes like website quality including features like ease of navigation, information quality, and interaction and control over order. Experience factor includes constructs like convenience, price value, and perceived credibility. Three hundred four questionnaires were collected to empirically test the research model using PLS path modeling and important performance matrix approach. The data was collected during pandemic period when people needed to be ensured by the service provider of the hygiene and safety protocols followed by them, ensuring credibility.

Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jeco00:v:19:y:2021:i:4:p:40-63

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