The impact of user emotions on intentions to continue using online food delivery applications: the influence of application quality attributes

Putu Wuri Handayani, Safa Fathya Azzizah and Audrey Annisa

Cogent Business & Management, 2022, vol. 9, issue 1, 2133797

Abstract: This study analyzes the quality attributes to online food delivery applications (OFD) that affect users’ emotions and their continuous use intentions according to the pleasure–arousal–dominance and stimulus–organism–response theories. The study employs a mixed methods approach. The data processing and analysis of quantitative data were carried out using the covariance-based structural equation modeling method. We use content analysis to proceed the qualitative data. The results of this study indicated that the convenience quality attribute affected users’ pleasure, arousal, and dominance, but the price information quality attribute only affected dominance, and the trustworthiness quality attribute do not affect any of the three user emotions. Furthermore, pleasure, arousal, and dominance affected intentions to continue using OFD. The limitation of this research is that respondents are dominated by respondents who live in urban areas. The results of this study are expected to provide theoretical contributions regarding the analysis of the quality attributes of OFD that affect the user’s emotions on the user’s continuous use intention of OFD. Finally, this study can assist OFD service providers in developing their applications.

Date: 2022
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DOI: 10.1080/23311975.2022.2133797

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