Study on the Influencing Factors of the Improved Expectation Model for Delivery Platform Users in the Post-Epidemic Era

Abstract

A food delivery platform is a combined online and offline business model that has emerged in recent years. To determine whether the influencing factors of consumer satisfaction with foreign sales changed after COVID-19,401 questionnaires were collected via empirical research. Using quantitative statistics and modeling analysis, financial literacy is added to the expectation confirmation model to build a structural equation model. External structural variables of financial literacy were constructed and the confirmatory factor analysis and path analysis were applied to test their impact on consumer expectation confirmation, satisfaction, and continuous use. The results showed that: (1) financial literacy has significant positive effects on continuous use and financial literacy on expectation recognition. User expectation confirmation of use by the external sales platform positively affects user satisfaction. User satisfaction with the use of the external sales platform significantly positively affects users' willingness to continue to use it. (2) Financial literacy has a significant negative impact on perceptual risk. The negative perceptual risk of users using external sales platforms significantly affects the user's willingness to continuous use.