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Factors Affecting Customer Satisfaction Towards Mobile Food Ordering Applications "MFOAs"

المصدر: المجلة العلمية لكلية السياحة والفنادق
الناشر: جامعة الإسكندرية - كلية السياحة والفنادق
المؤلف الرئيسي: Ali, Faten Mohamed Hussien (Author)
مؤلفين آخرين: Mansour, Neveen Mohamed (Co-Author)
المجلد/العدد: ع17, الإصدار1
محكمة: نعم
الدولة: مصر
التاريخ الميلادي: 2020
الصفحات: 17 - 35
DOI: 10.21608/THALEXU.2020.27727.1008
ISSN: 2314-7024
رقم MD: 1055577
نوع المحتوى: بحوث ومقالات
اللغة: الإنجليزية
قواعد المعلومات: HumanIndex
مواضيع:
رضا العملاء | التحليل العاملى التوكيدى | الهاتف المحمول | طلب الطعام | التسوق الإلكترونى
كلمات المؤلف المفتاحية:
Online Ordering | Electronic Ordering | Mobile Food Ordering Applications (MFOAs) | Confirmatory Factor Analysis (CFA)
رابط المحتوى:

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المستخلص: Abundant growth of technology and mobile devices nowadays is creating a great impact on the hospitality sector in general and in restaurants in particular especially in the form of ordering food. Although ordering food through mobile applications considered an active role in the overall restaurant sector, little is known about customer perception about using mobile food applications. Therefore, this study evaluates customer feedback toward ordering food through mobile applications in order to recommend some considerations, allowing restaurant sector to identify areas of weakness and make further improvements to increase customer satisfaction when ordering food through mobile applications. A measurement tool in the form of a questionnaire was used to explore customer satisfaction toward ordering food through a mobile application. The survey contains eight constructs i.e. “control; convenience; enjoyment; technology anxiety; perceived ease of use; usefulness; security and payment; satisfaction. Mann-Whitney U, Kruskal-Wallis tests and confirmatory factor analysis (CFA) were utilized to analyze 171 questionnaire forms collected from customers. The study results depict that ease of use, usefulness, security and payment were the most important factors affected on customer satisfaction.
ISSN: 2314-7024

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