Pet food subscription-based online services (SOS) fulfill the demand for pet food that fits pets’ characteristics and health necessities. The present research explores the antecedents of pet food SOS customer satisfaction and its effect on continuance intention, positively moderated by price. 28,786 online reviews from 10 pet food SOS brands were collected from Trustpilot to generate a term-frequency matrix through text mining techniques and used as an input to construct a structural equation model. Results suggest that e-service quality (E-SQ), perceived healthfulness, ingredients and nutritional composition, and packaging positively influence customer satisfaction, subsequently predicting continuance intention. In turn, price was not confirmed as a positive moderating factor in the relationship between customer satisfaction and continuance intention.

宠物食品在线订阅服务（SOS）满足了对符合宠物特征和健康需求的宠物食品的需求。本研究探讨了宠物食品 SOS 客户满意度的前因及其对持续意愿的影响，并受到价格的积极调节。从 Trustpilot 收集了来自 10 个宠物食品 SOS 品牌的 28,786 条在线评论，通过文本挖掘技术生成词频矩阵，并用作构建结构方程模型的输入。结果表明，电子服务质量 (E-SQ)、健康感知、成分和营养成分以及包装会对客户满意度产生积极影响，从而预测持续使用意愿。反过来，价格并没有被证实是客户满意度和持续意愿之间关系的积极调节因素。