Craving Continuity: Unveiling the Impact of Integrating Information System Success and Expectation Confirmation Models on Sustained Use of Food Delivery Apps

Abstract

This study aims to investigates the complex dynamics of users' intention to continue using food delivery applications, examining the interplay between information system success and expectation confirmation models. Additionally, it explores the influence of perceived promotion, perceived time saving, and the moderating effect of trust on users' inclination to persist with these applications. To gather data, a quantitative survey was conducted among 462 users of food delivery applications, selected through non-probability sampling methods. The collected data was then analyzed using Structural Equation Modeling (SEM), employing the PLS-SEM technique. The findings reveal that all the examined variables confirmation, perceived usefulness, system quality, information quality, service quality, perceived enjoyment, perceived promotion, perceived time saving, and satisfaction have a positive influence on the intention to continue using food delivery apps. Moreover, the study highlights the crucial role of trust in amplifying the relationship between user satisfaction and their decision to continue using these services. This research offers valuable insights into the complex dynamics of consumer behavior in the digital age, particularly within the context of food delivery app usage. By understanding the factors that drive user satisfaction and continued engagement, industry practitioners and policymakers can develop more effective strategies to improve service quality, optimize promotional efforts, and ultimately enhance user experiences within this rapidly evolving landscape.