Consumer satisfaction and reuse intention of food delivery apps integration of gratification and stimulus organism response theory

Abstract

The rapid proliferation of internet access and mobile technologies has revolutionized service newlinedelivery models globally, with the online food delivery segment emerging as a key player in newlinethe food service industry. This transformation is particularly prominent in India, where the newlinegrowing demand for convenience, diverse food choices, and digital engagement has propelled newlinethe use of Food Delivery Applications (FDAs). The current study explores the factors driving newlinethe adoption, satisfaction, and continued use of FDAs within the Indian context. It highlights newlinethe impact of application design, social influence, pricing, and delivery efficiency on newlineconsumer behavior. The rise of single-person households, changing lifestyles, and dualincome newlinefamilies has further augmented this shift toward app-based meal solutions. The newlineCOVID-19 pandemic intensified this trend, pushing both consumers and restaurants to newlineincreasingly rely on digital food services, which adapted with innovations such as contactless newlinedelivery. Despite considerable market growth, sustainability challenges persist, including newlineconsumer retention, delivery logistics, and labor turnover. This research identifies critical newlinedimensions influencing FDA success, including perceived benefits (e.g., convenience, food newlinequality, and delivery quality), app-specific features (e.g., usability, design, and restaurant newlinevariety), and social impact (social influence). This has been taken care by the integration of newlineStimulus-organism-response theory and gratification theory. The analysis has been done newlinethrough the SMART-PLS 4.0 for the 437 responses for a quantitative part; the remaining newlinequalitative part has been analysed through office-365. Furthermore, this study performs the newlinecombined necessary condition analysis. These techniques are very robust techniques which newlinevalidate the results again in a better way and also tell where practitioners should focus more newlineto boost the sales or increase the revenue of the FDA. The findings aim to support strategic newlineimprovements in FDA platforms to enhance cu