A Study of the Influence of Delivery App Service Characteristics on Continuous Usage Intention: Focused on the Moderating Role of Consumer Characteristics

This study empirically analyzed the effects of delivery app service characteristics on continuous usage intention and examined the moderating roles of consumer characteristics. A survey was conducted using a convenience sampling method from September 21 to October 12, 2025, focusing on adults in the Seoul area who have experience using food delivery apps. The summary of the analysis results is as follows. First, among delivery app service characteristics, accuracy & richness, and timeliness were found to have significant effects on continuous usage intention. In contrast, reliability was found to have no significant effect on continuous usage intention. Second, innovation was found to play a moderating role between accuracy & richness of delivery app service characteristics and continuous usage intention. On the other hand, delivery app familiarity did not show a moderating effect between delivery app service characteristics and continuous usage intention. These findings provide useful information for strategies to promote continuous use of delivery apps by clearly identifying delivery app service characteristics along with consumer traits.