Understanding users’ trust transfer mechanism in food delivery apps

Abstract

Purpose Drawing upon the trust transfer theory and IS success model, this study investigates the transfer mechanism and the antecedents of trust to the platform and trust to a food vendor in the FDA, which subsequently affect users’ behavioral intention. Design/methodology/approach Data collection was carried out through an online questionnaire via the Prolific platform. Respondents were exclusively selected from Uber Eats users in the US market due to the popularity of this food delivery app and the volume of food delivery transactions in this country. Findings The findings confirmed the trust transfer between trust in the platform and trust in the food vendor, ultimately contributing to users’ continuance usage intention and purchase intention. Our empirical results also show that system quality and service quality lead to trust-in-platform, while product presentation richness, vendor reputation and social referrals enhance trust in food vendors. Practical implications The results offer valuable insights for FDA providers and food vendors to offer better user experiences to foster trust, enhance purchase intention and retain their commitment to the platform. Originality/value Unlike past research in an e-commerce context that mainly concentrates on the role of trust in general or trust in the platform, this study expands the understanding of trust-related research by exploring the predictors and consequences of both trust toward the platform and trust toward the vendors in the FDA settings.

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