Understanding the dynamics of customer satisfaction and repurchase intentions in the era of platform service supply chain – a case study of Foodpanda in Pakistan

Waliha Choudhary · Syed Waqar Haider · Aamir Raza · Susana Cristina Lima da Costa e Silva · Joana Carmo Dias

5 citations0/0 files storedJournal of Foodservice Business Research

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

This study investigates the evolving restaurant sector in Pakistan, highlighting the significant role of Platform Service Supply Chains (PSSC) facilitated by food ordering apps like Foodpanda. Understanding PSSC is essential for businesses to thrive in the digital age and effectively manage the dynamics of digital service delivery. Foodpanda exemplifies a complex multi-stakeholder ecosystem that involves intricate technology integration, logistics challenges, robust data management, and a continuous need for innovation in a competitive market. This research aims to identify the key factors driving customer satisfaction and repurchase intention in this dynamic environment, acknowledging the transformative impact on consumer behavior. It also examines how health consciousness and food safety concerns influence these relationships in Pakistan. The study employs an integrated model based on the Theory of Planned Behaviour (TPB) and the Unified Theory of Acceptance and Use of Technology (UTAUT), collecting data from a convenient sample of Foodpanda app users. Using structural equation modeling, the findings highlight critical determinants such as effort expectancy, perceived usefulness, information quality, perceived risk, social influence, and trust in shaping customer satisfaction. This satisfaction, in turn, positively affects repurchase intention. Importantly, the study reveals that health consciousness and food safety concerns negatively impact the positive relationship between customer satisfaction and repurchase intention. The paper contributes theoretically by exploring customer behavior intricacies within the PSSC framework and offers practical insights for researchers and professionals in the food app industry. However, it acknowledges limitations, such as the use of a convenient sample, and suggests avenues for further research in this growing field.

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