The impact of food delivery app quality on customer satisfaction and continuance intention

The purpose of this study is to empirically examine the effects of food delivery app quality on customer satisfaction and continuance intention. Based on previous studies, food delivery app quality was conceptualized into four dimensions: service quality, information quality, system quality, and product quality. Then, this study analyzed the relationships among app quality, customer satisfaction, and continuance intention. This study also conducted a survey from July 1 to July 15, 2025, targeting consumers in the Seoul and Gyeonggi regions who had experience using food delivery apps, and a total of 286 responses were used for the analysis. To analyze the collected data, this study used SPSS 25.0 for frequency analysis, reliability analysis, exploratory factor analysis, and regression analysis to test the hypotheses. The results indicated that all four quality dimensions had significant positive effects on customer satisfaction. However, regarding continuance intention, only service quality, system quality, and product quality had significant effects, while information quality did not have a significant effect. These findings suggest that information provision has become a basic factor due to the maturation of the food delivery app market. In addition, customer satisfaction had a significant positive effect on continuance intention. This study provides theoretical implications by presenting food delivery app quality as a multidimensional construct that integrates digital platform characteristics with offline foodservice elements. From a practical perspective, the findings suggest that food delivery app operators should strategically manage quality factors that have a strong influence on continuance intention.