What question did this study set out to answer?

This research aims to understand how different factors impact consumer satisfaction and their intention to continue using delivery apps.

April 24, 2026Open Access

A Study on the Satisfaction and Continuous Use Intentions of Chinese Consumers for Delivery Apps: Focusing on Value-based Adoption Model

Key Points

This research aims to understand how different factors impact consumer satisfaction and their intention to continue using delivery apps.
Survey conducted on delivery app users in their 20s to 40s in Beijing, China.
Statistical analyses including reliability analysis, exploratory factor analysis, and regression analysis were performed.
Total of 496 responses were analyzed for insights into consumer behavior.
Perceived benefits like usefulness and pleasure significantly impact satisfaction and use intentions.
Information quality, particularly accuracy and timeliness, also plays a crucial role in consumer satisfaction.
Satisfaction directly correlates with ongoing use intentions; familiarity moderates this relationship.

Abstract

Purpose: Based on the VAM, this study examines various factors that affect consumer satisfaction and continuous use intentions with delivery apps. Not only improves deficiencies in the delivery app industry and allows greater advantages to be demonstrated by allowing us to better understand the needs of consumers in terms of marketing, but it will also be used as base material in information provision and consumer education from consumer aspects. Research design, data, and methodology: This study conducted a survey on delivery app users in their 20s and 40s residing in Beijing, China. A total of 496 were used for analysis. As for the analysis methods, reliability analysis, exploratory factor analysis, regression analysis, and hierarchical regression analysis were performed. Results: First, among the perceived benefits of the delivery app, usefulness and pleasure, and among the perceived sacrifices, the perceived complexity of technology had a significant effect on satisfaction and continuous use intentions. Second, the positive expectancy disconfirmation and among the information quality of delivery apps, accuracy and timeliness information quality, had a significant effect on satisfaction and continuous use intentions. Third, satisfaction with delivery app showed a significant effect on continuous use intentions. Fourth, familiarity was found to have a moderating effect on the relationship between satisfaction and continuous use intentions. Implications: First, in order to increase the satisfaction and continuous use intentions of delivery apps, a strategy for enhancing usefulness and enjoyment is required. In addition, it is necessary to provide detailed information on how to use the delivery app to provide ease of use. Second, it will be important to provide information accurately and quickly in the delivery app information provision process. In addition, a strategy to improve satisfaction by reflecting the opinions of users such as consumer complaints and improvements is required.

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Cite This Study

Jin et al. (Mon,) studied this question.

synapsesocial.com/papers/69eb0803553a5433e34b34b2 https://doi.org/https://doi.org/10.17961/jdmr.25.05.202210.155

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