International Journal of Computing and Digital Systems

ISSN (2210-142X)
Int. J. Com. Dig. Sys. #, No.# (Mon-20..)

Food Delivery Service Applications in Highly Urbanized

Cities: A Scoping Review

Clark James Semblante1, Rogena Catanduanes1, Adrian Martin2, King Jehu II Radaza3, Paul Jr
Bokingkito1 and Lemuel Clark Velasco1,4
1 Mindanao
State University-Iligan Institute of Technology, Iligan City, The Philippines
2Zamboanga Peninsula Polytechnic State University, Zamboanga City, The Philippines
3Central Mindanao University, Maramag, Bukidnon, The Philippines
4Premiere Research Institute of Science and Mathematics - Applied Mathematics and Statistics Research Group

[email protected], [email protected], [email protected],

[email protected], [email protected], [email protected]

Received ## Mon. 20##, Revised ## Mon. 20##, Accepted ## Mon. 20##, Published ## Mon. 20##

Abstract: In recent years, food delivery services utilizing apps and websites have gained immense popularity worldwide due to the
convenience it provide in highly urbanized cities across various countries. This service involves delivering food from restaurants,
fast-food chains, local food joints and groceries stores using mobile applications or websites to place orders. However, there are still
issues with food delivery services, such as late deliveries, poor quality food, and problems with payment and delivery drivers. The
objective of this study was to conduct a comprehensive and exploratory review of the literature related to food delivery service
applications (FDSA) and eventually identify possible research topics to meet the research gap for future studies. It gathers and
analyzes relevant information and insights from the collected literature and provides an overview of the existing reviews on content-
context-process of food delivery service applications. There were 174 relevant empirical studies on food delivery service applications
identified through Google Scholar as the primary search engine in compliance with the Preferred Reporting Items for Systematic
Reviews and Meta-Analysis (PRISMA) 2020 and the Content, Context, and Process (CCP) Framework. Through Google Scholar,
174 empirical studies were identified, with 30 eligible journals undergoing rigorous analysis. The results identified 5 content-related,
2 context-related, and 4 process-related aspects relevant to food delivery service applications. The scoping reviews of these
literatures recommends for future studies on features-functionalities-designs of the FDSA, efficiency-effectivity-productivity of
FDSA services and exploration of FDSA models to optimize its processes.

Keywords: Food Delivery System Applications, PRISMA, Content Analysis

catering or wholesale. Food delivery applications and

1. INTRODUCTION online food ordering systems are basically designed for
Food delivery is a service that involves the people who don’t have time to go to a restaurant,
transportation of food from stores, restaurants, or third- especially in highly urbanized areas[5]–[8]. These systems
party applications to consumers upon request. It is a impressively simplify the ordering process for both
convenient process that allows customers to place their customers and restaurant owners, which is the main
food orders online and have them delivered to a specified advantage of online food ordering or delivery systems. In
location and time. This courier service has become contrast to past manual food ordering systems where
increasingly popular in recent years, as more and more customers had to go to the restaurant and the waiter took
people opt for the convenience of having their meals an order from them, wrote it down on paper, and stored
delivered directly to their doorstep [1]–[4]. Orders are each type of record on paper. Then, the waiter had to
executed through mobile applications, websites, or proceed with the order to the kitchen for further
telephone with deliveries including cooked dishes from processing[5], [6]. Every service makes the ordering
different food restaurants nearby and also groceries from process convenient, faster, and easier and provides an
supermarkets. As such, food delivery also includes efficient system and customer management that will

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benefit both the consumer and the restaurant owner, factors of food delivery service application in highly
considering food as the most perishable good in the urbanized cities. It also aims to synthesize related
market. In 2020, the market for food delivery was valued literature on food delivery services in highly urbanized
at $122 billion, equivalent to 1 percent of the global food cities in scholarly journals, provide a thorough review of
market, approximately 4 percent of the food sold through the literature on food delivery service applications, and
restaurants, and the overall demand for food delivery is recommend future studies to meet research gaps in the
forecasted to increase at a yearly rate of 3.5 percent [43]. reviewed studies.
This system automates all food ordering processes,
making the transaction easier and more cost-effective. In
the recent time of information technology, people are very 2. METHODOLOGY
familiar with computers, mobile, and mobile applications. A. Literature Profiling
Consequently, the use of mobile applications and their
This section provides a synthesis of studies on
development is also a rapidly growing area of information technology adoption in food delivery services, gathered
technology. Mobile applications have not only impacted from relevant publications. The Preferred Reporting Items
smartphone users but also play a crucial role in customers’ for Systematic Reviews and Meta-Analysis (PRISMA)
daily business life [2], [5]–[10]. The number of scoping review checklist was used to improve the
smartphone users around the world is 6.92 billion, reporting of the studies [12] as shown in Fig. 1.
approximately 87 percent of the world population, as of
2023. This means that anyone who has a smartphone can
easily choose and order from a variety of food options and
receive food at their specific address and given time.
Payment can be either on delivery or by e-payment [11],
[12]. With the rise of cashless transactions in different
parts of the world, food delivery services also provide
customers with multiple payment options that are fast and
secure. Similarly, the food delivery service ensures that
any payments made through the platform are immediately
transferred to the business owner. Henceforth, the general
gaps in food delivery service applications are late
deliveries, cold food or poor quality food, and delivery
drivers needing directions. In addition, payment is a
recurring issue that customers encounter when ordering
food online. Due to some instances where few restaurant
websites do not accept multiple payment methods,
customers are forced to drop their orders, which puts
riders at risk because of fake orders or scams. Also, the
delivery when it comes to the behavior of the riders
towards the customer and the packaging concerning the Figure 1. PRISMA workflow used in the study
quality and quantity of the food [1], [2], [5]–[9].
The researchers used Google Scholar to search for
The urban population of the world has grown rapidly
empirical studies on technology adoption in food delivery
over the years, with 55% of the world population living in services from inception to September 2022, using
urban areas, projected to increase to 68% by 2050. Food keywords such as "Food Delivery Service Application",
delivery services take place in urban areas or are more "food delivery service", and "Food Delivery Service
popular in these areas [1], [2], [4], [10], [11]. Therefore, application in highly urbanized cities" [1], [5]–[9], [13].
the problem of the gathered related literature needs to be Cross-referencing was also done to identify additional
profiled and synthesized relating to the scope of food studies. Initially, 22,400 studies were identified, which
delivery service applications. The general objective of this were narrowed down to 718 journal articles and then to
paper is to synthesize the related literature and profile the 519 documents published from 2015-2022 [2], [4], [8],
scope of food delivery service applications in highly [10], [11]. After screening the title and abstract, 151
urbanized cities. The specific objectives are to synthesize papers were qualified, which were stored in a Google
related literature collected in the Google Scholar search Drive literature bank. The researchers then analyzed 35
engine, profile the collected journal with the specific documents and kept them in a Journal Assessment Matrix.
scope of food delivery service applications, tally all The digested papers were reduced to 30 journal articles
conclusions and recommendations, and derive possible accessible in Scopus or Web of Science databases, which
recommendations. Thus, this study aims to identify the met the criteria for inclusion. The final sample size of the

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study was 30 journals, which were thoroughly analyzed on various business models such as order-cook-deliver,
for their methodologies, findings, discussions, and order state changing, order model, and order-deliver
relevant research merits. model. These models have their own advantages and
disadvantages and can be made more efficient and
The researchers reviewed and analyzed unstructured profitable through strategies such as online and offline
or semi-structured data from interviews or focus groups advertising, strategic partnerships, and commission
by identifying five variables in related literature: year of percentage [6], [9], [11], [14], [15], [18]-[20].
publication, author's background, geographical location,
platforms used, and study type (quantitative or
qualitative). They assessed the reliability of studies based
on their publication year and the specialty of authors'
fields [1], [2], [5], [7]–[10]. The geographical location
where studies were conducted helped to identify which
cities or countries adopted food delivery service
applications and what influenced their adoption [31]–[33].
The platforms used in the delivery process were also
considered. The study type (quantitative or qualitative)
determined whether data were expressed as numbers or
measured by types [34]–[37]. The researchers used the
SciMago database to determine the prestige of scholarly
journals based on the number of citations they received
and the prestige of the journals that cited them. They
inputted the journal title, ISSN, or publisher name and
tallied the results based on their subject areas and
categories.
B. Food Delivery Service Application Scoping Analysis
The profiling phase of the study on food delivery
service applications presents the related literature that was Figure 2. Content- context- process framework used as scoping
qualified during the reporting stage and thoroughly analysis tool
reviewed and digested. The aim of this study is to evaluate
the context, content, and process of each related study Workflow analysis, as shown in figure 1, contains the
through the gathered journals. The Content, Context, and 30 journal articles that were examined to identify the end-
Process Framework provide a comprehensive approach to to-end food delivery service business process. The
food delivery service applications by incorporating the external environment was evaluated by looking at
content, context, and process of the sample literature [6], government policies, technological innovation, market
[11], [14], [15]. This framework was originally applied in structure, and economic situation. The internal
organizational strategy to assess both external and internal environment included pricing strategy, user preferences,
environmental factors in IS examination [42]. As shown food availability, and social influence. Inductive coding
in Fig. 2, the framework was used to examine the scope of was used as the primary mapping method in the thematic
food delivery service applications, enabling the analysis of the identified variables [5], [8], [10], [11],
identification of potential factors that influence the [13], [14]. In addition, the content of this study examined
content, context, and process of evaluation and supports food delivery mobile applications, features, platforms,
the construction of a framework to support information types of payment, and programming languages. Context
systems evaluation. The overarching categorization of highlighted the main service and additional services that
relevant IS evaluation literature is used as a starting point food delivery service applications offer. Lastly, the
and is extended to provide explanations of significant process was composed of flow charts used by the
constructs and alternatives for evaluation. collected journals.
The content of this study focused on examining 30 C. Gap Analysis
journal articles that looked at food delivery service A total of 30 samples of related literature were stored
applications as a product. This was done by analyzing in this section. The author digested each conclusion,
features, platforms, programming languages, payment limitations, and recommendations for future researchers,
methods, customer preferences, and mobile applications and used a tally to identify the common variables to
used in these studies [5], [11], [16], [17]. Context, on the synthesize the overall conclusions, limitations, and
other hand, was surveyed by examining the food delivery recommendations [31]-[34]. Qualitative inductive coding
service application as a service. This involved identifying was used to evaluate the 30 journal articles based on their
the main and additional services offered in these studies respective conclusions, limitations, and recommendations.
[6], [9], [11], [18]. Processes were examined by focusing The researcher utilized a journal assessment matrix to

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indicate each conclusion and thoroughly digest each of the The data was composed of authors from different
collected related literature. Limitations were observed by fields, including Information Systems, Information
conducting a thorough review of each journal article, Technology, Business Management, Computer Science,
while the researcher also thoroughly digested each and Marketing. Computer Science had the highest number
recommendation from the collected journals. The reason of authorship, with 26 authors, followed by Business
the researchers synthesized the gathered conclusions, Management with 22 authors, Marketing with 16 authors,
limitations, and recommendations was to provide relevant Information Technology with 12 authors, and Information
knowledge and additional information for future reference Systems with 11 authors.
related to FDSA.
Fig. 5 displays the geographical distribution of the
3. RESULTS AND DISCUSSION related literature regarding food delivery services. A
significant number of studies were from countries in the
A. Literature Profiling Results Asian continent, and a few were from Europe and
Fig. 3 presents the number of publications related to America. The figure reveals that Thailand had the highest
food delivery service applications from 2015 to 2022. In number of related literature collected in the Google
2021, it recorded the highest number of publications, Scholar search engine [1]-[6], followed by Malaysia and
accounting for 12 works of literature. Meanwhile, there Indonesia, with the same tally of four (4) [7]-[11], [13]-
were no publications from 2015 to 2017. Furthermore, [15]. Portugal and Vietnam also had the same tally of
there was an increasing number of publications from 2018 three (3) [16]-[21], and the remaining countries in the said
to 2021, but it suddenly decreased in 2022. Figure 3 (b) scope of the figure had corresponding tallies [22]-[31].
depicts the expertise of the authors in the context of food
delivery service, which essentially contributes to vital
knowledge and empirical evidence in promoting the use
of food delivery applications.

Figure 5. Geographical distribution on the conduct of the studies

On the other hand, Fig. 6 depicts the type of research

based on the gathered related literature in this study.
Figure 3. Year Publication Chart Evidently, there was a significant number of quantitative
research related to food delivery services compared to
Fig. 4 depicts the expertise of the authors in the qualitative research. The quantitative research recorded 24
context of food delivery service, which essentially related literatures, while qualitative research had six (6)
contributes to vital knowledge and empirical evidence in related literatures.
promoting the use of food delivery applications.

Figure 4. Author Fields Figure 6. Type of Research

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Furthermore, in evaluating the study designs The 30 journal articles mention 7 common features of
employed in the sample journal articles, the researchers FDSA. In Fig. 8, eight (8) studies mentioned push
characterized the articles based on the journals in which notifications[6], [11], [14], [15], [19]–[21], [32]; eight (8)
they were published. The SCImago Journal Rank, which studies mentioned GPS tracking in real-time; eight (8)
considers both the frequency of citations received by a studies mentioned providing contact information for the
journal and the prestige of the journals that make those delivery person[6], [11], [14], [15], [19]–[21], [32]; and
citations, was used to assess the subject areas and eight (8) studies mentioned order history[6], [11], [14],
categories covered by the different journals represented in [15], [19]–[21], [32]. Six (6) studies mentioned search
the sample literature. The results of this analysis show that filters[6], [8], [9], [11], [14], [15]; four (4) studies
five (5) of the 30 sample articles were published in the
mentioned messaging within the applications[24], [25],
Journal of Open Innovation: Technology, Market, and
Complexity, while the majority of the journals covered [27], [28]; and three (3) studies mentioned personal
the subject area of Economics, Econometrics, and favorites[10], [11], [14]. The features of these food
Finance. This analysis provides valuable insight into the delivery service applications provide convenience and an
areas of focus within the field and can inform future easy way to transact. Thus, further research on the salient
research and publication efforts by indicating the types of characteristics, effectiveness, and efficiency of these
journals that are most relevant to the study of food features may significantly improve users' experience and
delivery service applications. satisfaction.
B. Food Delivery Service Application Scoping Results

1) Content Analysis of Food Delivery Service

Applications: This section presents the food delivery
service applications that were frequently used by
consumers as shown in Fig. 7. Grab is the most preferred
and frequently used food delivery service application,
followed by Foodpanda, Gojek, Beep, and DoorDash.
Users prefer these service applications based on factors
such as pricing, delivery speed, restaurant options, and
user interface. The 30 journals mentioned a total of 56
food delivery services, with 14 studies focusing on
Figure 8. Common FDSA Features
Grab[2], [4]–[8], [10], [11], [13]–[18], 8 studies
mentioning Foodpanda[10], [16]–[22], and 3 studies Fig. 9 displays the platforms used for food delivery
mentioning 7 food delivery service applications, including services - mobile applications and desktop/websites. As
Gojek[4]–[6], [8], [10], [14], [24], Beep[4]–[6], [25]–[28], shown, eight (8) mobile applications were accounted for
and DoorDash[4]–[6], [9], [11], [16], [24]. Uber Eats was in the collected literature of this study [2], [4], [5], [7],
mentioned in 5 studies [4]–[6], [8], [25], and Talabat was [8], [11], [13], [24], while both platforms were used in
mentioned in 4 reviews [4]–[7], [10], while Baemin was six (6) studies [10], [11], [13], [14], [16], [18].
mentioned in 4 studies [4], [6], [7], [9], [24]. Overall,
Grab was found to be the most preferred food delivery
service application among users in this study.

Figure 9. Type of Platform

Figure 7. Mostly used food delivery service applications

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Evidently, this means that most of the accumulated 2) Context Analysis of Food Delivery Service
literature utilized mobile platforms for food delivery Applications: Fig. 12 shows the main logistic services of
services. This implies that FDSA developers must FDSA, which are courier service and pick-up and
intensify their efforts in developing mobile-first design delivery service. Courier service refers to a delivery
applications, which means developing applications service that has its own route and allocated gas
primarily for mobile devices, to improve customer allowance. In this study, the researcher gathered 30
experience and satisfaction. journals, and two (2) studies mentioned courier service
Fig. 10 shows the payment methods used in food [7], [9]. On the other hand, pick-up and delivery service
delivery services. The figure depicts that six (6) of the is when the rider will strategize the nearest possible route
gathered studies mentioned the use of cash on delivery because their gasoline allowance will be disbursed at the
[9], [11], [14], [19], [20], [32], while two (2) studies
end of their shift. Six (6) of the collected data preferred
mentioned the use of electronic payments [14], [24]. This
pick-up and delivery service [12]–[17]. This implies that
implies that payment methods for food delivery services
pick-up and delivery were the most common services of
may either be cash upon delivery or through electronic
payment. Thus, developers of FSDA and mobile FDSA observed in this study. Therefore, further research
payments should escalate their efforts in security, is suggested to examine the effectiveness and efficiency
protection, and real-time features for both vendors and features of FDSA logistics services in managing
application users. customer expectations, quality control, planning delivery
routes, and providing satisfactory services.

Figure 10. Type of payment preferred by customers

Figure 12. FDSA Main Logistic Services
Fig. 11 presents the three programming languages
used in the 30 collected journals, namely Python, Fig. 13 shows the other products that utilize the delivery
JavaScript, and Kotlin. Out of the eight (8) FDSA shown service applications. The researchers observed that out of
in Figure 6, four (4) mentioned Python [14], [15], [20], the 30 journals, six (6) journals mentioned groceries and
[32], three (3) mentioned JavaScript [9], [11], [20], and another six (6) journals mentioned medications that can
one (1) mentioned Kotlin [14]. be purchased through the application [8]–[13].

Figure 11. Programming language used Figure 13. FDSA Additional Services

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The researchers also observed that six (6) journals

mentioned that both groceries and medications are
purchasable through FDSA [21]–[26]. Additionally, five
(5) journals mentioned that micro, small, and medium-
sized food enterprises (MSME) are within the scope of
FDSA [2]–[6].
In the context analysis of FDSA, this study suggests
that developers of FDSA may venture into additional
services and widen the scope of applications to include
MSMEs in the agriculture and agribusiness industries.
Moreover, further research is necessary to examine and
evaluate the effectiveness, efficiency, and productivity of
different FDSA logistic services that may improve
customer experience and satisfaction and increase FDSA
vendor profitability.

3) Analysis of Food Delivery Service Applications:

Among the 30 journal articles, there were four common
processes used by food delivery service applications.
Table 1 shows that there were twelve (12) journal articles Figure 14. Order state changing flow model
mentioned the order state-changing model[6], [8], [9],
[11],[17],[18], [21]–[26]; seven (7) journal articles
mentioned the order-cook-deliver model [19], [21]–[26];
six (6) journal articles mentioned the order model [19],
[34]–[38] and 5 studies mentioned the order-deliver Figure 15. Order-Cook-Deliver model
model[1], [4], [5], [9], [19].
The order model was mentioned in six (6) journals
TABLE I. COMMON PROCESSES USED IN FDSA
from the 30 literature gathered [19], [34]–[38]. The
Online Food Delivery Company (OFDC) served as the
Process Journal Number
intermediary between the customers and the food
Order state changing 12 -[6], [8], [9], [11],[17],[18], [21]–[26] providers/restaurant as shown in Fig. 16. In this process,
model
Order-cook-deliver 7 - [19], [21]–[26]
the customer is placing an order with the online food
model delivery company through the FDSA, and after the order
Order model 6 - [19], [34]–[38] has been placed, the restaurant will directly deliver the
Order -deliver model 5 - [1], [4], [5], [9], [19]
food to the ordering customer.

The order state-changing flow model has been

observed in 12 journals out of the 30 collected journals
during the scoping review [6], [8], [9], [11], [17], [18],
[21]–[26]. Fig. 14 shows the order state changing flow Figure 16. Order model
model. If the order is unchecked, it will be followed by
admeasurement and subsequently to either the "wait for The order-deliver model as shown in Fig. 17 was
delivery" or "cancel" status. The successful order state observed in five (5) journals [1], [4], [5], [9], [19] from
flows from unchecked to admeasurement, to waiting for the 30 literatures gathered. In this model, the customer
delivery, and finally to receiving. This process was places an order with the OFDC through the FDSA, the
observed in the 30 journals. order is channeled to the mentioned restaurant, and the
The order-cook-deliver model has been observed in 7 mentioned restaurant cooks the food and will hand over
journals from the 30 gathered journals [19], [21]–[26]. the order to the OFDC again to deliver the food to the
Fig. 15 shows the process between the consumer and the consumer.
restaurant- the consumer places an order through
website/app of the restaurant and the restaurant will cook
the food and deliver directly to the customers.

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TABLE III. INTERNAL ENVIRONMENT

Internal Environment Journal Count

User Preference 26- [1]–[26]
Figure 17. Order-Delivery Model Pricing Strategy 23- [2], [4]–[15], [17], [18], [20], [21], [23]–
[28]
In the context of process analysis, the service Food Availability 20- [2], [3], [5]–[10], [12], [14]–[19], [21],
effectiveness-efficiency-productivity of the FDSA [22], [24], [27], [29]
processes depend on the continuous co-creation between Social Influence 19- [1], [2], [4]–[8], [10]–[17], [19], [21],
[22],[25]
the customers, vendors and the FDSA employees and
management support. This implies that further research
5) Research Gap Analysis Results: The researchers
on the changing customers and vendors views on the
collected 30 journals, which were methodologically
process utilization of FDSA will contribute to continued
and sustained adoption on the development of mobile analyzed, digested, and used to derive the most common
technology for food delivery services. conclusions, limitations, and recommendations. Among
the 30 collected journals, there were twelve (12) common
4) External and Internal Environment: The external conclusions, eight (8) common limitations, and twelve
environment of the food delivery service application was (12) common recommendations.
evaluated through government policies, technological Based on the thorough reviews of the 30 journals
innovation, market structure, and economic situation. The gathered as shown in Table 4, there were five (5) journals
internal environment was evaluated through pricing with a common conclusion on the menu variety, which
perceived the value of a food delivery application [1],
strategy, user preference, food availability, and social
[2], [6]–[8], and the FDSA features like visual,
influence. Inductive coding was used as the primary
information, and navigational design [9]–[13] that affect
mapping method in the thematic analysis of the identified
the food aggregators. Furthermore, these journals also
variables. Eighty-seven (87) journals mentioned the concluded that FDSA can create brand satisfaction and
context of external environments related to FSDA as loyalty for restaurants [14]–[18]. Meanwhile, there were
shown in Table 2. From these journals, 25 studies four (4) journals that concluded that FDSA's usefulness
mentioned government policies [1]-[25], 23 studies was influenced by social influence, trust, convenience,
mentioned technological innovations [2], [4]-[15], [17], and application quality [19]–[22]. Moreover, as the
[18], [20], [21], [23]-[28], 21 studies mentioned pandemic has shaken the ground of individuals around
economic situations [3], [4], [6]-[14], [16]-[19], [21]- the globe, there were four (4) journals that have
[24], [26], [27], and 18 studies mentioned market empirically observed that the users increased continuance
structure [1], [2], [4]-[8], [10]-[17], [19], [21], [22]. usage intention of FDSAs during COVID-19 [23]–[26];
that FDSA is at the nascent stage that recently attracted
TABLE II. EXTERNAL ENVIRONMENT the attention of scholars who can hopefully contribute
External
Journal Count
knowledge and ideas to further develop the FDSA [27]–
Environment [30]; and that customers have the intention of continuing
Government policies 25- [1]–[25]
the use of a food delivery app if they are satisfied with
Technological 23- [2], [4]–[15], [17], [18], [20], [21], [23]– their experience [3]–[6].
innovation [28] Through the pervasive use of mobile applications,
Economic situation 21- [3], [4], [6]–[14], [16]–[19], [21]–[24], four (4) journals had concluded that FDSA continued its
[26], [27]
Market Structure 18- [1], [2], [4]–[8], [10]–[17], [19], [21], [22] intention towards mobile purchases through the years
[14]–[17]. As a result, four (4) journals concluded that
the convenience of using FDSA is one of the factors that
Furthermore, eighty-eight (88) journals mentioned motivate customers to order food through online
the context of internal environments related to FDSA as platforms [12]–[15]. Additionally, four (4) published
shown in Table 3. From these journals, 26 studies journals concluded that the respondents have a positive
mentioned user preference [1]-[26], 23 studies mentioned perception towards the use of FDSA due to its sensibility
pricing strategy [2], [4]-[15], [17], [18], [20], [21], [23]- and practicality [7]–[10]. Similarly, four (4) journals also
[28], 20 studies mentioned food availability [2], [3], [5]- concluded that convenience motivation has a positive
[10], [12], [14]-[19], [21], [22], [24], [27], [29], and 19 impact on the attitude of FDSA users, which indicates
studies mentioned social influence [1], [2], [4]-[8], [10]- that users' positive attitude toward FDSA is influenced by
[17], [19], [21], [22], [25]. the easiness to use FDSA [22]–[25]. Nevertheless, these
four (4) journals concluded that the intention and plan to
order food through FDSA are neutral, which means that

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the intention and plan are not always there [9]–[12]. compared to regular periods [18]-[20]. Moreover, the
Evidently, the gathered common conclusion will be journals should clearly indicate their study's scope and
relevant as this will provide prior knowledge and insights limitations to further improve and enhance FDSA.
in this conducted scoping review, particularly in the Advanced empirical studies on the app's features,
customers' and vendors' diverse perceptions and functionalities, designs, and customers' and vendors'
intentions for utilization on the menu variety, features, intentions and perceptions post-COVID-19 pandemic
and usefulness that eventually influence the brand will provide indispensable facts about its evolution.
satisfaction and loyalty at the growing stage of FDSA.
TABLE V. COMMON LIMITATIONS
TABLE IV. COMMON CONCLUSION
Common limitations Journal Count
External Environment Journal Count The study findings may not be generalizable to 7 - [3]–[9]
Menu variety perceived the value of a food 5 - [1], [2], [6]–[8] other cultures in a different country.
delivery application. The interface of the app or website keeps on 6 - [7]–[12]
FDSA features affect food aggregators. 5 - [9]–[13] changing.
Cannot be generalized even across different 5 - [13]–[17]
Builds brand satisfaction and brand loyalty 5 - [14]–[18] areas through nonprobability sampling.
Cannot confirm the factors that influence the 5 - [18]–[22]
FDSA usage influenced by social influence, 4 - [19]–[22] customer intention in using a food delivery app
trust, convenience, and application quality in the post-COVID-19-pandemic scenario.
FDSA increasing usage during COVID-19 4 - [23]–[26] Online surveys are often used in consumer 4 - [23]–[26]
research that leads to selection biases
FDSA still at a nascent stage 4 - [27]–[30]
The research focuses on the customers’ 4 - [19]–[22]
Increasing customer satisfaction and providing 4 - [3]–[6] perspectives towards FDAs only.
great app user experience to continue the use The design was influenced by a cross-sectional 3 - [28]–[30]
of FDAs set-up which is prone to methodological bias.
FDSA continued its intention towards mobile 4 - [14]–[17] The data collected during the COVID-19 3 - [18]–[20]
purchases. pandemic, limited the generalization of the
Convenience of using FDSA as a factor that 4 - [12]–[15] research results compared to a regular period.
motivates customers to order food.
Positive attitude toward the use of FDSA due 4 - [7]–[10] The thirty (30) reviewed journals provide common
to its sensibility and practicality.
recommendations that can aid in improving future
Intention and plan to order food through FDSA 4 - [22]–[25]
is neutral. research related to FDSA as shown in Table 6. Six (6)
Users’ positive attitude toward FDSA is 4 - [9]–[12] journals provided insights into paying attention to
influenced by the easiness to use of FDSA. different regions or countries to improve FDSA [1]–[6].
Furthermore, the five (5) collected journals
The researchers analyzed 30 journals and identified recommended encouraging comparisons across cultures
common limitations that rectify gaps in each study's because food varies in different countries [7]–[11]. Four
research as shown in Table 5. Seven (7) journals had a (4) journals recommended that future researchers should
scope limited to FDSA service users in Thailand, and the understand app weaknesses to establish a successful food
findings cannot be generalized to other countries with delivery app mode [12]–[15]. Four (4) journals
different cultures [3]-[9]. Six (6) journals identified a mentioned the need to include unique features in the
common limitation, which is the app or website interface future model of food delivery apps [16]–[19], while
constantly evolving with social developments over time, another four (4) journals recommended further empirical
affecting the functionality, design, and services provided research studies to explore the customers' points of view,
[7]-[12]. Five (5) journals were limited by results that which can also intensify customer satisfaction [20]–[23].
cannot be generalized across different areas due to Four (4) journals recommended a prior investigation of
nonprobability sampling [13]-[17]. Additionally, five (5) the three phenomena that inform the adoption of mobile
journals could not confirm the factors influencing technology - service efficiency, effectiveness, and
customer intention in using a food delivery app in the productivity [24]–[27]. Three (3) journals recommended
post-COVID-19 pandemic scenario [18]-[22]. Four (4) including FDSA service users from different countries in
journals reported the selection biases in online surveys future research to generalize the results across a wider
used in consumer research [23]-[26], while another four population, which will broaden the effective utilization of
(4) journals were limited to customers' perspectives FDSA across the globe [28]–[30]. Two (2) journals
towards FDAs only [19]-[22]. Three (3) journals used a mentioned the significance of exploring the customers
cross-sectional set-up, which could introduce who ignore or have rejected the use of food delivery apps
methodological bias [28]-[30]. Lastly, three (3) journals to understand the apps' weaknesses, which is essential in
had limited data collected during the COVID-19 developing a successful food delivery app model [2],[3].
pandemic, affecting the generalization of research results One (1) journal recommended that the unique features of

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10 Author Name: Paper Title …

food delivery apps should be included in the future model results across a wider population. Geographical analysis
to fully capture the food delivery app context, providing and evaluation can compare and contrast between
better insights into the unique factors influencing developing and developed countries that promote FDSA.
customer satisfaction and user intention [7]. Another Besides user or consumer concerns, numerous studies
journal suggested the need to use different types of data focus on issues concerning employees and sellers,
collection methods to reduce biases for adequate including a prior investigation of service efficiency,
information to improve FDSA [13]. In addition, one (1) effectiveness, and productivity. The accumulated
journal emphasized the need for future studies to focus suggestions will be beneficial to the content, context, and
on issues concerning employees, sellers, and delivery even the process of FDSA, respectively.
personnel who engage with FDSAs [27]. Lastly, one
journal recommended comparing FDSA between
developing and developed countries [9]. These common
recommendations provide prior knowledge that can help
future researchers address them and enhance FDSA
accordingly.

TABLE VI. COMMON RECOMMENDATIONS

Common Recommendations Journal Count

Pay attention to different regions or countries 6 - [1]–[6]

Comparisons across cultures are also highly 5 - [7]–[11]

encouraged
Understanding such apps’ weaknesses, which can 4 - [12]–[15]
help establish a successful food delivery app mode Figure 18. Common Recommendations Mind Map
Unique features of food delivery apps should be 4 - [16]–[19]
included in the future model 4. CONCLUSION AND RECOMMENDATIONS
Further empirical research studies exploring the 4 - [20]–[23]
customers’ points of view This research was able to synthesize the scope of the
Prior investigation of the three phenomena that 4 - [24]–[27] 174 journals collected, profile its sample size, and
inform the adoption of mobile technology: service synthesize the topics. Online food delivery system
efficiency, service effectiveness, and service applications (OFDSA) are increasingly popular topics of
productivity.
FDSA service users from different countries and 3 - [28]–[30] research and publication in highly urbanized cities;
can generalize the results across a wider however, these studies appear in smaller journals. The
population. majority of the research analyzed for this review
Exploring customers dissatisfied with the use of 2 - [2],[3] highlights the benefits of using OFDSA. The objective of
food delivery apps will help in understanding such
apps’ weaknesses, which can help establish a
the paper is to provide a comprehensive review of the
successful food delivery app model. related literature of OFDSA and to develop possible
The unique features of food delivery apps should 1 - [7] research topics to meet the research gap for future
be included in the future model to fully capture the studies. The sample size was synthesized by gathering,
food delivery app context.
The need to use different types of data collection 1 - [13]
digesting, and profiling relevant journal articles related to
methods to reduce biases. OFDSA, and it followed a systematic methodology in
Further research that focuses on issues concerning 1 - [27] identifying the sample literature included in the content
employees and sellers, as well as delivery analysis and used criteria for mining literature. After
personnel engaged with FDAs.
profiling each related literature, the researchers profiled
Compare the differences between developing and 1 - [9]
developed countries. OFDSA. Next, they synthesized all the conclusions and
recommendations of each review of related literature that
Fig. 18 shows the common recommendations for qualified. The researchers recommend that future reviews
further empirical research relevant to FDSA. These of the same nature include eligibility criteria that screen
recommendations include utilizing different types of data the articles on whether or not they contain content on
collection methods to obtain accurate information related Online Food Delivery Service Applications. The
to FDSA, recognizing the app's weaknesses to establish a presented literature profiling results in this scoping
successful food delivery app mode, and including unique review highlight the year of publication, author fields,
features of food delivery applications, as highlighted in geography, research type, and the SCI MAGO (subject
the literature review that showcases the geographical area and category) based on the gathered 30 journals that
distribution of related studies. Several studies enable the enhancement and contribution to the growth of
recommend paying attention to different regions or FDSA. It has been observed that the year 2021 has the
countries to compare cultural differences and generalize highest number of published journals/articles relating to

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Int. J. Com. Dig. Sys. #, No.#, ..-.. (Mon-20..) 11

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