Browsing by Author "Ribeiro, Catarina Sales Henriques Jardim"
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- Technology at the table : an overview of food delivery appsPublication . Ribeiro, Catarina Sales Henriques Jardim; Rita, MiguelThe ultimate goal of this study is to provide an overview of food delivery apps. With this service, the chance consumers have to eat a nice restaurant meal at the comfort of their homes is now at a distance of a click. Firstly, this research starts by identifying which attributes of food delivery apps consumers value the most, among online convenience, perceived control, visual design, and order accuracy. Secondly, perceived technology anxiety and need for interaction, lack of customer service and privacy & security concerns were tested as the main barriers preventing people from using the service. And lastly, a model of e-loyalty and repurchase intentions was designed, based on e-loyalty antecedents – e-satisfaction and e-trust. Two methodologies were chosen – in-depth interviews (12 interviewees) and an online survey (202 participants). Results indicated online convenience and order accuracy as the most important attributes for consumers. Further, contrarily to what it would be expected, consumers did not perceive the mentioned barriers as the aspects preventing them from using these apps. Finally, the positive effects of e-trust on e-loyalty and e-satisfaction were verified, as well as the relationship between e-loyalty and repurchase intentions. Yet, e-satisfaction effects on eloyalty were not relevant. A detailed and critical analysis of the results is provided in the last chapter.