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PurposeThis research leverages an integrated framework that uses the technology acceptance model (TAM) and the theory of planned behaviour (TPB) to analyse the main drivers of users' intention to use food delivery apps. The purpose of this paper is to investigate the consumer's willingness to adopt online food delivery (OFD) using the models' constructs and extend them to consider food choices, convenience, trust and the effect of the perceived risks related to the coronavirus disease 2019 (COVID-19) pandemic as contextual factors.Design/methodology/approachThe study adopts the partial least squares approach to structural equation modelling (PLS-SEM) to examine the data. The final sample consists of 425 people in Italy.FindingsThe authors have found that combining the TAM and the TPB provides a valid and significant model that can be used to understand OFD users' behavioural intentions. Moreover, the results show that subjective norms have a stronger effect on behavioural intentions than the personal attitude and that trustworthiness and the perception of risks related to COVID-19 have different effects. Accordingly, the authors derive several theoretical and managerial implications from these results.Originality/valueThis research contributes to the current debate on consumer behaviour in the OFD context. Only a few studies have integrated the TAM and TPB models in this context. This paper sheds light on the factors useful in predicting people's choice to buy food via OFD. Furthermore, it highlights the key role of some contextual factors and subjective norms over more technical ones.

Online food delivery service (OFDS) has been widely utilized during the new normal of the COVID-19 pandemic, especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of the COVID-19 pandemic in Indonesia by utilizing the extended theory of planned behavior (TPB) approach. A total of 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that hedonic motivation (HM) was found to have the highest effect on customer satisfaction, followed by price (P), information quality (IQ), and promotion (PRO). Interestingly, this study found out that usability factors, such as navigational design (ND) and perceived ease of use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.

In recent years, e-commerce businesses have seen an increase in the daily volume of packages to be delivered, as well as an increase in the number of particularly demanding customer expectations. In this respect, the delivery mechanism became prohibitively expensive, particularly for the final kilometer. To stay competitive and meet the increased demand, businesses began to look for innovative autonomous delivery options for the last mile, such as autonomous unmanned aerial vehicles/drones, which are a promising alternative for the logistics industry. Following the success of drones in surveillance and remote sensing, drone delivery systems have begun to emerge as a new solution to reduce delivery costs and delivery time. In the coming years, autonomous drone sharing systems will be an unavoidable logistical solution, especially with the new laws/recommendations introduced by the Flight World Organization on how to organize the operations of these special unmanned airline systems. This paper provides a comprehensive literature survey on a set of relevant research issues and highlights the representative solutions and concepts that have been proposed thus far in the design and modeling of the logistics of drone delivery systems, with the purpose of discussing the respective performance levels reached by the various suggested approaches. Furthermore, the paper also investigates the central problems to be addressed and briefly discusses and outlines a series of interesting new research avenues of relevance for drone-based package delivery systems.

Crowdsourced delivery services (crowdshipping) represent a shipping alternative to traditional delivery systems, particularly suitable for e-commerce. Although some benefits in terms of reduced pollution and congestion could be obtained by replacing dedicated freight trips, the impacts of crowdshipping are unclear and depend on several factors such as the transport mode used, the match between supply and demand, length of detours, and possible induced demand. For example, private drivers could modify their existing routes or engage in new trips to pick up and drop off packages; similarly, public transport users could carry along packages on their trips and drop them off at lockers installed around the stations. In this paper, we analyze by means of a simulation-based approach the potential impacts of alternative implementation frameworks. In order to account more realistically for last-mile delivery operations, a hybrid dynamic traffic simulation is adopted such that the macroscopic features of traffic (triggering of congestion, queue spillbacks and interactions with traffic signals) are reproduced in combination with the microscopic features of delivery operations (delivery vehicles are tracked along their routes). The effects on traffic and emissions are investigated for the adoption of crowdshipping by carriers delivering parcels in the city center of Rome, Italy. Results show that not only is the mode employed by crowdshippers crucial for the sustainability of such a measure, but also operational aspects involving the length of detour, parking behavior, and daily traffic variations. Crowdsourced deliveries by car have generally higher negative impacts than corresponding deliveries by public transit. However, limiting the deviations of crowdshippers from the original trips, providing adequate parking options, and incentivizing off-peak deliveries, could significantly reduce crowdshipping externalities.

Purpose This paper aims to explore the types of perceived risks involved with using drone food delivery services. Furthermore, this study investigates the relationship between perceived risk and image of drone food delivery services. Lastly, this study examines the effect of image of drone food delivery services on desire, intentions to use and willingness to pay more. Design/methodology/approach This study collected data from 331 respondents in Korea. Before the start of the survey, the respondents were given a video, which made it easier for them to understand drone food delivery services. Findings The three types of perceived risks (i.e. time risk, performance risk and psychological risk) have a negative influence on image of drone food delivery services and, thus, aids in increasing desire, intentions to use and willingness to pay more. Originality/value The concept of perceived risk was applied to the context of drone food delivery services in this study in combination with other understudied concepts, image, desire, intentions to use and willingness to pay more. This study is one of the first studies that applied those significant concepts to the context of drone food delivery services, even though there are a large number of papers in the technology field. Thus, the findings of this study will be important to foodservice companies when building successful drone food delivery services.

PurposeThe purpose of this paper is to develop a model to examine how different technological and cognitive cues related to mobile food ordering applications (MFOAs) impact diners' intentions to use MFOAs continuously. The moderating role of national household demographics was also assessed in the online-to-offline (O2O) food delivery services (FDS) context.Design/methodology/approachDrawing insights from the uses and gratification (U&G) theory, an online sample survey of 968 valid respondents who had ordered or purchased food through delivery apps during the COVID-19 outbreak in China was used for the analysis. The proposed model was empirically tested using structural equation modeling.FindingsThe results revealed that cues in MFOAs (i.e. ease of use, convenience, price saving orientation, the listing of various food choices, exploring restaurant patterns, and compatibility) directly influenced diners' e-satisfaction and that intention to use continuously is triggered by e-satisfaction during the COVID-19 crisis. Moreover, this study found that collectivist household diners emphasized ease of use, convenience, and compatibility. Comparatively, individualistic household diners placed more importance upon price saving orientation and listing of various food choices during the pandemic.Originality/valueThe authors offer a new insight into customers' dining choices by extending the scope of O2O services in the food industry. The findings contribute to understanding diners' purchase decision-making processes regarding MFOAs' O2O-FDS during the COVID-19 crisis. The multi-group comparison via national household demographics also provides a new perspective regarding different dining preferences toward O2O-FDS.

PurposeThe study aims to examine factors that influence customers' intention to use online food delivery applications using a smartphone. The factors examined in this study are based on the existing theory of Unified Theory of Acceptance and Use of Technology (UTAUT) namely performance expectancy, effort expectancy, social influence, information quality, price-saving orientation and time-saving orientation towards intention to use the applications. Moreover, this research model also has been expanded with an additional dimension, attitude towards online food delivery services which lead to the intention to use online food delivery services through a smartphone. Furthermore, the present study also tested the role of age as moderator constructs between attitude towards online food delivery services and intention to use online food delivery services through a smartphone.Design/methodology/approachThe study employed a quantitative method and 256 respondents participated in this study. The questionnaires are distributed using a convenience sampling technique and the data is analysed using partial least square approach.FindingsThe result shows that four (4) constructs, i.e. social influence, information quality, price-saving orientation and time-saving orientation have a positive relationship and significant effect on attitude towards online food delivery service where it enhances the intention to use the application. Attitude towards online food delivery services also has a significant effect on the intention to use. Furthermore, age was not found significant to moderate the relationship between attitude and intention to use.Practical implicationsThe output of this study has several practical contributions such as enhances the existing knowledge and skillset of the shared-economy industry, online food delivery service providers as well as restaurant owners in improving the quality of life of the customers. It also provides contextual knowledge and a deeper understanding of online food delivery applications for customers in Malaysia.Originality/valueThe findings provide a guiding principle for improving the present determinant factors, attitude towards online food delivery service and intention to use online food delivery applications.

Background Online food delivery services facilitate ‘online’ access to food outlets that typically sell energy-dense nutrient-poor food. Greater online food outlet access might be related to the use of this purchasing format and living with excess bodyweight, however, this is not known. We aimed to investigate the association between aspects of online food outlet access and online food delivery service use, and differences according to customer sociodemographic characteristics, as well as the association between the number of food outlets accessible online and bodyweight. Methods In 2019, we used an automated data collection method to collect data on all food outlets in the UK registered with the leading online food delivery service Just Eat ( n  = 33,204). We linked this with contemporaneous data on food purchasing, bodyweight, and sociodemographic information collected through the International Food Policy Study (analytic sample n  = 3067). We used adjusted binomial logistic, linear, and multinomial logistic regression models to examine associations. Results Adults in the UK had online access to a median of 85 food outlets (IQR: 34–181) and 85 unique types of cuisine (IQR: 64–108), and 15.1% reported online food delivery service use in the previous week. Those with the greatest number of accessible food outlets (quarter four, 182–879) had 71% greater odds of online food delivery service use (OR: 1.71; 95% CI: 1.09, 2.68) compared to those with the least (quarter one, 0–34). This pattern was evident amongst adults with a university degree (OR: 2.11; 95% CI: 1.15, 3.85), adults aged between 18 and 29 years (OR: 3.27, 95% CI: 1.59, 6.72), those living with children (OR: 1.94; 95% CI: 1.01; 3.75), and females at each level of increased exposure. We found no association between the number of unique types of cuisine accessible online and online food delivery service use, or between the number of food outlets accessible online and bodyweight. Conclusions The number of food outlets accessible online is positively associated with online food delivery service use. Adults with the highest education, younger adults, those living with children, and females, were particularly susceptible to the greatest online food outlet access. Further research is required to investigate the possible health implications of online food delivery service use.

In view of success stories of unicorn startups from the sharing and gig economy such as Airbnb, DiDi, or Uber, it is not surprising that postal service providers try to transfer the sharing idea toward their last-mile delivery services: owners of under-used assets (here private crowdshippers traveling anyway) are connected with users willing to pay for the use of these assets (here postal service providers having to deliver parcels). In this paper, we consider a special form of crowdshipping where public transport users, steered by a smartphone app, pick up parcels from parcel lockers, take these shipments with them on their subway rides, and deposit these parcels into other lockers. Finally, the actual recipients can pick up their shipments from their most convenient parcel lockers, e.g., on their own way back home from work. We formulate the optimization problem that matches crowdshipping demand and supply and determines the routes along lockers and crowdshippers each parcel takes. Specifically, we allow that each parcel is moved by multiple cooperating crowdshippers and solve this problem with different objective functions capturing the individual aims of the main stakeholders: shippers, crowdshippers, recipients, and the platform provider. We evaluate the relationship of these objectives and quantify the efficiency loss of a more restricted matching policy, where only a single crowdshipper can be assigned to each parcel’s complete path between origin and destination. Finally, we also explore the impact of delays and investigate whether specific objectives protect against unforeseen events.

Despite extensive deliberations in contemporary literature, the design of citizen-centric e-government websites remains an unresolved theoretical and pragmatic conundrum. Operationalizing e-government service quality to investigate and improve the design of e-government websites has been a much sought-after objective. Yet, there is a lack of actionable guidance on how to develop e-government websites that exhibit high levels of service quality. Drawing from marketing literature, we undertake a goal approach to this problem by delineating e-government service quality into aspects of IT-mediated service content and service delivery. Whereas service content describes the functions available on an e-government website that assist citizens in completing their transactional goals, service delivery defines the manner by which these functions are made accessible via the web interface as a delivery channel. We construct and empirically test a research model that depicts a comprehensive collection of web-enabled service content functions and delivery dimensions desirable by citizens. Empirical findings from an online survey of 647 respondents attest to the value of distinguishing between service content functions and delivery dimensions in designing e-government websites. Both service content and delivery are found to be significant contributors to achieving e-government service quality. These IT-mediated service content functions and delivery dimensions represent core areas of e-government website design where the application of technology makes a difference, especially when considered in tandem with the type of transactional activity. A split sample analysis of the data further demonstrates our model's robustness when applied to e-government transactions of vary ing frequency.