Impact of Food Delivery Platforms on Consumer Behavioral Intentions During COVID-19 Pandemic

The COVID-19 pandemic changed people’s dining habits and led to the rapid rise of food delivery platforms. Ordering food online and picking it up offline has become an essential dining habit. We applied the stimulus–organism–response model and constructed a model based on factors influencing consumers’ continuous use intention from three aspects: store product quality, delivery personnel quality, and delivery platform quality. Through snowball sampling, 321 questionnaires were distributed and collected from consumers who used food delivery platforms in Taiwan. All effective questionnaires were analyzed by structural equation modeling with SPSS 18 and Amos 21. The results showed that (1) the S-O-R theory explained consumer behavior effectively. (2) Store product quality influenced store repurchase intention. (3) Delivery personnel quality and platform quality influenced a platform’s continuous usage. (4) Product quality and delivery personnel quality were key factors that influenced store repurchase intention. (5) Platform quality was an important factor that affected platform usage. Finally, recommendations were proposed based on the research findings as a reference for relevant operators in the food delivery platform industry and future researchers.