Investigating Customer Perception, E-satisfaction, and Continuance Intention to Use of the Food Panda Delivery Application

Food Delivery Applications (FDAs) grow in popularity among users by offering online food ordering and delivery services. In the Philippines, its popularity increased during the COVID-19 pandemic when the total lockdown was implemented. Nevertheless, Food Panda is among the leading global FDAs, operating in more than 40 countries, and Food Panda Philippines has over 1,000 partner restaurants. This study investigates the customer perception, e-satisfaction, and continuance intention to use the Food Panda app, thus adopting constructs and survey items from the Expectation Confirmation Model (ECM) and Technology Acceptance Model (TAM). The study captured responses from 180 users of the Food Panda delivery application. Moreover, Structural Equation Modeling (SEM) was employed to test five hypotheses. The result shows that ease of use, expec-tation confirmation, and perceived usefulness do not significantly influence customer perception. Meanwhile, customer perception significantly influences e-satisfaction and, in turn, the continuance of the intention to use the food delivery application. The findings can help in decision-making and improving policy on the online service of the food delivery app.