PACIS 2022 Proceedings

Paper Number

1281

Abstract

The online food delivery (OFD) service market is growing rapidly. Anchored on the expectation disconfirmation theory, this study explores the effect of the estimated time of arrival (ETA) format on service satisfaction in the context of OFD. The results from an online experiment reveal that when the delivery is late, ETAs presented in the interval format can significantly reduce consumers’ expectation disconfirmation and service dissatisfaction than those presented in the point format. Besides, when the delivery is on time, ETA format has no significant effect on either expectation disconfirmation or satisfaction. These findings provide OFD service providers with design guidelines for the presentation format of ETAs.

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