How customer expectations drive loyalty to food delivery app brands

Marques, Alzira; Lopes, Marlene; Santos, Célia

Publication

How customer expectations drive loyalty to food delivery app brands

2025-10Journal article

datacite.subject.fos	Ciências Sociais::Economia e Gestão
datacite.subject.sdg	08:Trabalho Digno e Crescimento Económico
datacite.subject.sdg	12:Produção e Consumo Sustentáveis
dc.contributor.author	Marques, Alzira
dc.contributor.author	Lopes, Marlene
dc.contributor.author	Santos, Célia
dc.date.accessioned	2025-11-24T14:37:07Z
dc.date.available	2025-11-24T14:37:07Z
dc.date.issued	2025-10
dc.description
dc.description.abstract	Consumers frequently use food delivery apps due to time constraints or the desire to explore diverse cuisines. These apps offer convenience and accessibility, but user loyalty is also shaped by factors such as ease of use, performance expectations, information quality, self-efficacy, and user enjoyment. This study analyses how user expectations contribute to brand loyalty in food delivery apps. A quantitative survey of 160 users was conducted, and data were analysed using structural equation modelling via Smart PLS. Results indicate that information quality and self-efficacy positively affect perceived ease of use; in turn, ease of use and self-efficacy influence performance expectations. Both performance and effort expectations significantly impact brand loyalty. Interestingly, information quality does not directly influence performance expectations, possibly due to users relying on external sources. The findings enhance understanding of user behaviour and provide insights for future research on digital food service platforms	eng
dc.description.sponsorship	This work has received national funding support from the FCT - Fundação para a Ciência e a Tecnologia, I.P., Project UIDB/04928/2020.
dc.identifier.citation	Marques, Alzira & Lopes, Marlene & Santos, Célia. (2025). How customer expectations drive loyalty to food delivery app brands. International Journal of Electronic Marketing and Retailing. 16. 10.1504/IJEMR.2025.10073973.
dc.identifier.doi	10.1504/ijemr.2025.10073973
dc.identifier.issn	1741-1025
dc.identifier.issn	1741-1033
dc.identifier.uri	http://hdl.handle.net/10400.8/14712
dc.language.iso	eng
dc.peerreviewed	yes
dc.publisher	Inderscience
dc.relation	Centre of Applied Research in Management and Economics
dc.relation.hasversion	https://www.inderscienceonline.com/doi/abs/10.1504/IJEMR.2025.149200
dc.relation.ispartof	International Journal of Electronic Marketing and Retailing
dc.rights.uri	http://creativecommons.org/licenses/by/4.0/
dc.subject	food delivery app usage expectations
dc.subject	information quality
dc.subject	self-efficacy
dc.subject	revisit intention
dc.subject	word of mouth
dc.title	How customer expectations drive loyalty to food delivery app brands	eng
dc.type	journal article
dspace.entity.type	Publication
oaire.awardTitle	Centre of Applied Research in Management and Economics
oaire.awardURI	info:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04928%2F2020/PT
oaire.citation.endPage	22
oaire.citation.issue	7
oaire.citation.startPage	1
oaire.citation.title	International Journal of Electronic Marketing and Retailing
oaire.citation.volume	16
oaire.fundingStream	6817 - DCRRNI ID
oaire.version	http://purl.org/coar/version/c_970fb48d4fbd8a85
person.familyName	Marques
person.familyName	Santos
person.givenName	Alzira
person.givenName	Célia
person.identifier.ciencia-id	1519-309E-BC47
person.identifier.orcid	0000-0001-6607-852X
person.identifier.orcid	0000-0001-5002-2767
project.funder.identifier	http://doi.org/10.13039/501100001871
project.funder.name	Fundação para a Ciência e a Tecnologia
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