Heinz Pelayo, Lara Dizon, Nathaniel Manuel, Kandappan Balasubramanian

Abstract: This study explores factors affecting satisfaction and continuance intention in using food order and delivery applications (FODAs) by integrating a modified Unified Theory of Use and Acceptance of Technology model (UTAUT) with the Expectancy Confirmation Model (ECM), and the Task-Technology Fit (TTF) model. The study used a quantitative research design, particularly the causal predictive approach to evaluate the relationships between and among the variables. A total of 276 respondents who utilised food ordering and delivery applications during the COVID pandemic participated in the study. For in-depth analysis of the data, partial least squares – structural equation modelling (PLS-SEM) was utilized using WarpPLS 7.0 to test and analyse the measurement model along with the structural model. Findings prove that performance expectancy, effort expectancy, perceived service quality, digital trust, task technology fit, and confirmation greatly affect user satisfaction. On the other hand, social influence, and satisfaction significantly affect continuance intention. This paper contributes to the literature in extending the framework of UTAUT, ECM and TTF with perceived service quality and trust as antecedents to user satisfaction and continuance intentions in relation to FODAs while the findings provide valuable insights and practical recommendations to relevant stakeholders.

Keywords: Food order and delivery applications, technology adoption, user satisfaction, continuance intention

Suggested citation: Pelayo, H., Dizon, L., Manuel, N., & Balasubramanian, K. (2026). Factors influencing customer satisfaction and continuance intention in using food order and delivery applications: Integrating UTAUT with task-technology fit and expectancy confirmation model. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 15(1), 71–93.