| dc.description.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 | en_US |
