Do Quality Information, Price and Time Saving Advantages Attract Mobile Apps Customers

Yusri Arshad, Anis Izzatul Azwa Ab Rahim, Sharifah Norhafiza Syed Ibrahim and Salina Abdullah
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Yusri Arshad: Faculty of Technology Management, University Technical Malaysia
Anis Izzatul Azwa Ab Rahim: Faculty of Technology Management, University Technical Malaysia
Sharifah Norhafiza Syed Ibrahim: Faculty of Accountancy, Universiti Teknologi MARA Melaka
Salina Abdullah: Faculty of Accountancy, Universiti Teknologi MARA Melaka

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 4, 362-369

Abstract: Although food service mobile applications were important in today’s environment, there has been limited research on customers’ loyalty towards these apps. Therefore, this study seeks to investigate how the quality features of mobile application-related attributes impact customer behaviour in the food delivery industry. A total of 120 participants voluntarily took part in the study and responded to the provided questions. The factors under examination are derived from the Unified Theory of Acceptance and Use of Technology (UTAUT), specifically information quality (IQ), price-saving orientation (PSO), and time-saving orientation (TSO) concerning the intention to use these applications. Furthermore, the research model has been expanded to include the attitude towards the quality features of online food delivery services, which influences the intention to use these services via a smartphone. Interestingly, the study found that usability factors like effort expectancy and social influence were not significant in determining customer satisfaction and loyalty in food delivery services post the “new normal†environment. Lastly, this study can be implemented and extended to identify the factors that influence customer satisfaction and loyalty regarding quality features in online food delivery during the modern lifestyle in other countries.

Date: 2025
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