Key Factors Shaping Customers' Satisfaction and Reuse Intentions: An Extensive Systematic Review

Abstract

The goal of this study is to analyze the experiences of customers who used the food ordering app (FOA) in Ho Chi Minh City (HCMC) using a systematic review technique. By focusing on customers in HCMC, the study offered valuable localized insights, which could prove instrumental in improving app features, optimizing user interface, and tailoring marketing strategies for better user engagement. Subsequently, this study delivered an exhaustive explanation of the practical application of decision science, focusing on its relevance to the usage pattern of FOAs by customers on their handheld devices. Based on a systematic review, this study demonstrates that brand trust, service quality, hedonic motivation, price value, performance expectancy, and online reviews all have a positive influence on customer satisfaction and their intention to reuse the FOA. The scholars and management in the food industry of HCMC have the opportunity to use the results of this research as a blueprint for enhancing and reorganizing their customer service practices. They may strive to enhance the overall quality of service by improving the food ordering applications and integrating them with the identified criteria. The management of restaurants or food companies that use an app to deliver services to customers should update their apps to offer excellent services. As a result, it is anticipated that this will have a positive effect on customer satisfaction and enhance the likelihood of customers returning to utilize the service again.