How to influence the customer journey: the role of information on mobile food ordering applications

Detalhes bibliográficos
Autor(a) principal: Conde, Beatriz Jóia Serrasqueiro de Sousa
Data de Publicação: 2021
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/112797
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRM
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spelling How to influence the customer journey: the role of information on mobile food ordering applicationsCustomer JourneyPlatform-to-Customer DeliveryMobile Food Ordering ApplicationsWeb PersonalizationUser-generated InformationFirm-generated InformationCustomer SatisfactionDissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRMAs the evolution in Internet technology eases the e-commerce development, the behaviour of both customers and firms is changing in multiple industries. In the restaurant context, the availability of online technology enables customers to order the food through restaurant websites (Restaurant-to-Consumer delivery) or via online food delivery businesses (Platformto- Consumer delivery). Considering the accelerated competition in the food service industry and the popularity and general acceptance of food delivery applications, it becomes necessary for firms to know how to improve the customer experience in this new business model. This study aims to determine how to influence the customer journey in the Platform-to-Consumer segment of online meal delivery services in Portugal. It intends to discover how available information can influence customers’ intention to use mobile food delivery platforms in the pre-purchase stage and to explore the potential of personalized information to improve customer satisfaction with these services in the post-purchase stage. An exploratory research was conducted using PLS-SEM. The findings unveiled that two types of available information – firm-generated information and online customer reviews – have a positive influence on the behavioral intention to use mobile food ordering applications. Additionally, the results show that different web personalization strategies, namely content personalization, functional personalization and system-initiated personalization, are useful tools to create customer satisfaction with this type of platforms. Moreover, this research not only contributes to filling the gap regarding mobile meal delivery services, providing a more comprehensive framework of customer behavior toward mobile food delivery platforms, but also adds to the personalization research by identifying and testing a range of Web personalization strategies.Rita, Paulo Miguel Rasquinho FerreiraSousa, Vasco Duarte Eiriz deRUNConde, Beatriz Jóia Serrasqueiro de Sousa2024-01-25T01:30:55Z2021-01-252021-01-25T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/112797TID:202654788enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T04:56:09Zoai:run.unl.pt:10362/112797Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:42:13.163214Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv How to influence the customer journey: the role of information on mobile food ordering applications
title How to influence the customer journey: the role of information on mobile food ordering applications
spellingShingle How to influence the customer journey: the role of information on mobile food ordering applications
Conde, Beatriz Jóia Serrasqueiro de Sousa
Customer Journey
Platform-to-Customer Delivery
Mobile Food Ordering Applications
Web Personalization
User-generated Information
Firm-generated Information
Customer Satisfaction
title_short How to influence the customer journey: the role of information on mobile food ordering applications
title_full How to influence the customer journey: the role of information on mobile food ordering applications
title_fullStr How to influence the customer journey: the role of information on mobile food ordering applications
title_full_unstemmed How to influence the customer journey: the role of information on mobile food ordering applications
title_sort How to influence the customer journey: the role of information on mobile food ordering applications
author Conde, Beatriz Jóia Serrasqueiro de Sousa
author_facet Conde, Beatriz Jóia Serrasqueiro de Sousa
author_role author
dc.contributor.none.fl_str_mv Rita, Paulo Miguel Rasquinho Ferreira
Sousa, Vasco Duarte Eiriz de
RUN
dc.contributor.author.fl_str_mv Conde, Beatriz Jóia Serrasqueiro de Sousa
dc.subject.por.fl_str_mv Customer Journey
Platform-to-Customer Delivery
Mobile Food Ordering Applications
Web Personalization
User-generated Information
Firm-generated Information
Customer Satisfaction
topic Customer Journey
Platform-to-Customer Delivery
Mobile Food Ordering Applications
Web Personalization
User-generated Information
Firm-generated Information
Customer Satisfaction
description Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRM
publishDate 2021
dc.date.none.fl_str_mv 2021-01-25
2021-01-25T00:00:00Z
2024-01-25T01:30:55Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/112797
TID:202654788
url http://hdl.handle.net/10362/112797
identifier_str_mv TID:202654788
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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