Factors Influencing Students' Satisfaction And Intention To Use Food Delivery Applications: A Survey In Ho Chi Minh City

Abstract

This study investigates the factors influencing students' satisfaction and intention to use online food delivery (OFD) services in Ho Chi Minh City, Vietnam. With the rapid growth of the OFD industry and the increasing demand for convenient solutions, understanding the determinants of user adoption is crucial for service providers. The research aims to identify the key drivers and barriers that shape students' perceptions and behaviors towards OFD applications. Utilizing a quantitative approach, data was collected through a survey of 203 students in Ho Chi Minh City. The study employed structural equation modeling (SEM) to analyze the relationships between service quality factors (reliability, assurance, tangibles, responsiveness, empathy, information quality, and perceived price value), satisfaction, and intention to use OFD services. The findings reveal that assurance, information quality, empathy, and responsiveness have a positive and significant impact on customer satisfaction. Additionally, satisfaction, responsiveness, empathy, information quality, and tangibles directly influence students' intention to use OFD services. Notably, satisfaction plays a mediating role in the relationship between responsiveness, empathy, information quality, assurance, and intention to use, highlighting its importance in shaping user behavior. The study contributes to the theoretical understanding of consumer behavior and technology adoption in the context of OFD services. It provides valuable insights for service providers to enhance their offerings and address the evolving needs and preferences of the student demographic. Recommendations focus on improving empathy, information quality, responsiveness, tangibles, and assurance to drive customer satisfaction and increase intention to use OFD applications