Modeling the critical success factors for continuous usage intention of foodservice mobile apps

Abstract

Foodservice apps are gaining popularity and have garnered significant scholarly and industry interest, yet there is a limited understanding of the critical factors driving their continuous usage. Insights about critical success factors can help organizations anticipate this industry’s future. To address this gap, the study has developed a hierarchical model to evaluate the relationships among critical success factors affecting the continuous usage intention of foodservice apps. A five-level hierarchical structure is established using modified Total Interpretive Structural Modeling and Matrice d’Impacts Croisés Multiplication Appliquée à un Classement analysis. The analysis identifies and categorizes eight critical success factors through an extensive literature review verified by consulting experts. The findings have shown varying levels of influence and dependence among the critical success factors. Information quality, food quality, app design, and perceived healthiness were the most significant factors driving the intention for continuous usage. The study’s practical implications are significant for foodservice managers and app developers, suggesting that prioritizing factors like information quality, app design, and perceived healthiness can enhance user engagement and long-term app usage.

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