Optimizing digital menu experiences to foster restaurant loyalty: The moderating role of system satisfaction
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Author(s)Siti Hasnah HassanLink to ORCID Index: https://orcid.org/0000-0003-4954-3674
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Low Eve CheeLink to ORCID Index: https://orcid.org/0000-0002-6406-2134
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Chen Peiwen
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DOIhttp://dx.doi.org/10.21511/im.22(1).2026.09
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Article InfoVolume 22 2026, Issue #1, pp. 107-124
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This work is licensed under a
Creative Commons Attribution 4.0 International License
Type of the article: Research Article
Abstract
Digital menu systems have revolutionized restaurant operations by catering to consumers’ demand for convenience and personalized dining experiences. However, the performance of the ordering system varies across restaurants, making it essential to understand how digital menu system satisfaction influences key drivers of dining experience. Cross-sectional, self-administered online survey (convenience sampling) was conducted among 448 Malaysian restaurant patrons from December 2023 to May 2025 to capture recent dining behavior. Respondents were recruited from a broad range of income groups and dining contexts across urban, suburban, and rural areas in Malaysia, encompassing experiences at low-cost casual eateries, mid-range family, chain restaurants, and upscale venues, thereby capturing socioeconomic variation. The study examines the relationship between performance expectancy, effort expectancy, visual appeal, and perceived engagement, as well as their impact on restaurant loyalty, with the moderating role of satisfaction with digital menu systems. The analysis, conducted using Partial Least Squares Path Modeling (PLS-PM) in SmartPLS 4, assessed the relationships between variables. The results show that performance expectancy (β = 0.173, p < 0.002), effort expectancy (β = 0.208, p < 0.001), visual appeal (β = 0.262, p < .001), and perceived engagement (β = 0.189, p < 0.001) positively predict restaurant loyalty, explaining R² = 57% of variance in loyalty. Nevertheless, digital menu system satisfaction moderates only the relationship between visual appeal and restaurant loyalty (interaction β = 0.089, p = 0.042). The findings demonstrate that well-designed digital menu systems enhance order accuracy, navigation, and decision-making, highlighting the importance of functionality and visual design in fostering customer loyalty.
Acknowledgment
The authors gratefully acknowledge funding from the Ministry of Higher Education Malaysia through the Fundamental Research Grant Scheme with Project Code: FRGS/1/2022/SS01/USM/02/11.
- Keywords
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JEL Classification (Paper profile tab)M31, L83, D12, O33
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References69
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Tables6
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Figures3
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- Figure 1. The research framework
- Figure 2. Interaction plot for H5c
- Figure 3. Structural model
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- Table 1. The measurement items with sources
- Table 2. Construct reliability and validity
- Table 3. Heterotrait-Monotrait Ratio (HTMT)
- Table 4. Structural model analysis (direct relationship)
- Table 5. PLSpredict
- Table 6. Moderation analysis
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Determinants of consumer motivation to use online food delivery apps: An empirical investigation of Bangladesh
Mohammed Julfikar Ali ,
Md. Atikur Rahaman 
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Wasib Bin Latif ,
Issa Ahammad ,
Md. Mobarak Karim
doi: http://dx.doi.org/10.21511/im.19(2).2023.06
This study aims to investigate the influencing elements of consumers’ behavioral intention to use online food delivery apps in Bangladesh. MS Excel and SPSS were used to calculate the relevant information. The targeted population of this study is the current users of online food delivery apps in Bangladesh. The final sample size is 368, with a response rate of 92%. The information was gathered from the respondents through a web-based survey in Google Forms. Due to the nature of the study object, the purposeful sampling method has been used and is quantitative and exploratory. The results show that five predictors affect consumers’ intention to use food delivery apps. The findings demonstrate that social influence, perceived trust, perceived safety, performance expectancy, and effort expectancy significantly affect the consumers’ usage intention of food delivery apps. The study also found that perceived trust is the strongest predictor of usage intention among five intention predictors. However, following an extensive literature review, only a few studies have been conducted in this context, so there is a deficiency in investigating key influencing factors of users’ motivation to adopt online food delivery apps in Bangladesh. Therefore, this study could be indispensable for app delivery operators, governmental and non-governmental organizations, businesses, and researchers to make policies and strategies to create intention among consumers to use online food delivery apps.
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Strategic enablers: Unveiling crucial drivers for managerial adoption of electronic resources planning
Florentina Kurniasari ,
Elissa Dwi Lestari
doi: http://dx.doi.org/10.21511/ppm.22(1).2024.25
Problems and Perspectives in Management Volume 22, 2024 Issue #1 pp. 295-309 Views: 1121 Downloads: 425 TO CITE АНОТАЦІЯThe rapid growth of the information technology industry has spurred corporate process digitalization. This study aims to examine how the Unified Theory of Acceptance and Use of Technology’s (UTAUT) major tenets – performance expectancy and effort expectancy – and trust affect managers’ acceptance of new e-fulfillment services. This study also considers Hofstede’s cultural dimension of long-term orientation as the major variable influencing management’s acceptance of the new fulfillment platform. This study employed a quantitative research methodology with a simple random sampling of 248 Indonesian Logistic Association members from various industries. The research finding shows that only effort expectancy does not significantly affect managers’ e-fulfillment platform usage. Both effort expectancy and performance expectancy have a significant impact on employee trust in using the new technology. In addition, performance expectancy, customer trust, and long-term orientation positively affect the managerial adoption of e-fulfillment services. The study also shows a full mediation effect of customer trust in the relationship of effort expectancy to managerial adoption and a partial mediation effect in the influence of performance expectancy into managerial adoption of electronic resources planning with trust as a mediating variable.
Acknowledgment
This study is conducted with the support from the Ministry of Education, Culture, Research, with the Contract No. 1170/LL3/AL.04/2023; 0059-RD-LPPM-UMN/P-JD/V/2023.
