Factors Affecting Consumer E-satisfaction And Loyalty

Mobile food ordering applications have been widely considered in the restaurant sector as innovative channels to reach customers and provide them with high-quality services.However,there are important questions regarding the effect of implementing mobile food ordering applications on customer e-satisfaction and on customers' loyalty such apps.Several studies have examined the outcomes of using mobile food ordering applications from the customer's perspective.The fundamental purpose of this study is to identify and empirically examine the main factors predicting the e-satisfaction with mobile food ordering applications and customers' loyalty such applications in Egypt.This research proposes an integrated model based on the extended Unified Theory of Acceptance and Use of Technology(UTAUT2)(PE,HM,and PV)and the features of mobile food ordering applications: online review,online rating,and online tracking,in addition to D&M IS Success Model.The data was collected from a convenience sample of Egyptian customers who have used mobile food ordering applications.The main results are based on structural equation modelling and support the role of service quality,information quality,and system quality on e-satisfaction and e-satisfaction on loyalty.A strong relationship was observed between e-satisfaction and loyalty.The predictive validity was supported for the conceptual model as a large amount of variance was accounted for both e-satisfaction(0.91)and loyalty(0.80).A direct relationship was found between customer satisfaction and customer loyalty.Mobile food ordering applications were more crucial not only in terms of customer satisfaction but also in terms of customer loyalty.This study provides a theoretical contribution and presents practical implications relevant to academics and practitioners working in areas related to mobile food ordering applications.