Satisfaction with mobile food delivery app (MFDA) usage and the moderating role of perceived COVID 19 risk

The purpose of this study was to determine the influence of MFDAs characteristics on satisfaction in a health emergence situation, as well as the interrelationships between satisfaction, trust, and continuance intention. Unlike other existing studies, this research examines the determinants of satisfaction classified into two groups based on the Expectation-Confirmation Model: on one hand, service-related factors (external - lifestyle compatibility and various food choices), and on the other hand, technical factors (internal - personalization, performance expectancy, and task technology fit) in the context of MFDA. Additionally, the moderating role of perceived COVID-19 risk was explored. The study provides a tool that app developers can use to test their proposed systems before commercialisation through measuring the relationship between MFDA system characteristics and user satisfaction. •This research analyze the satisfaction and trust as drivers of continuance intention for MFDAs•SEM was used to determine which variables had significant influence on continuance intention•The moderating role of perceived COVID-19 risk on the relationship between system characteristics and satisfaction was also explored•This study provides a set of recommendations for companies.