Enhancing Customer Trust in Food Delivery Platforms through Blockchain Technology

This study explores how the core characteristics of blockchain technology influence customer trust and behavioral intentions on food delivery platforms. Based on the Commitment-Trust Theory, we examine decentralization, immutability, transparency, and interoperability, investigating how they contribute to trust in restaurants and platforms, and ultimately affect customer behavior and commitment. Using a structured survey of 289 respondents in Vietnam and quantitative methods including factor analysis, hierarchical regression, and mediation/moderation testing, we validate 25 hypotheses. The results show that trust in the restaurant and trust in the platform not only influence each other, but also sequentially mediate the relationship between blockchain characteristics and both behavioral intention and commitment. Meanwhile, trust in blockchain plays an important moderating role in the relationship between blockchain characteristics and trust in the restaurant as well as trust in the platform. These findings contribute both theoretically and practically to understanding how blockchain can address consumer trust issues in digital services.