User Experience Factors Influencing Customer Loyalty of Mobile Food Delivery Apps in Klang Valley: A Conceptual Paper
DOI:
https://doi.org/10.24203/aeytb623Keywords:
Food Delivery Apps, User Experience, TAM, M-S-QUAL, Customer LoyaltyAbstract
This conceptual paper explores the user experience factors influencing customer loyalty in the mobile food delivery apps (MFDA) industry in Klang Valley, Malaysia, with a particular focus on customer satisfaction as a mediating factor. Using the TAM and M-S-Qual models, the research examines key user experience factors — perceived ease-of-use, perceived usefulness, and mobile service quality on users attitudinal and behavioral loyalty. It highlights the gaps between users’ unmet expectations and the challenges of retaining customers. By offering insights for user experience designers and industry stakeholders, it contributes to the development of user experience strategies that facilitate the overall usage experience and MFDA competitiveness.
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