Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation (original) (raw)
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2021
Online food delivery service (OFDS) has been widely utilized during the new normal of COVID-19 pandemic especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction & loyalty in OFDS during the new normal of COVID-19 pandemic in Indonesia by utilizing an extended Theory of Planned Behavior (TPB) approach. 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that Hedonic Motivation (HM) was found to have the highest effect on customer satisfaction, followed by Price (P), Information Quality (IQ), and Promotion (PRO). Interestingly, this study found out that usability factors such as Navigational Design (ND) and Perceived Ease of Use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, an...
2020
Pandemic Covid-19 , social distancing and sel - quarantine has a great impact to consumer behavioral , most of the activities move to online activities, consumer prefer online transaction to ensure they are safety. The purpose of this research is to analyze correlation between convenience motivation and behavioral intention during pandemic in the last few months (since government announce a big social distancing in Indonesia in March, 2020). This research using purposive sampling technique in which only those who are using online food delivery services during pandemic that can be the respondent, the questionnaire spread out among 209 respondents. There are 4 variables in this research they are: time saving orientation (TSO), p rior online purchase experience (POPE), convenience motivation (CM) and behavioral intention towards OFD services (BI) they are analyzed with path analysis model, using warpPls 7.0. this research revealed that there is positive relationship between convenienc...
Journal of Marketing Management and Consumer Behavior, 2022
Online services of food delivery are more critical than ever. Customers are getting comfortable using the apps for services to order the meals they want via their smartphone using the apps. This research is therefore carried out to examine the key factors affecting the intention of customers to use online food delivery services among customers in the Klang Valley during Covid-19 in 2020. The research investigated the most significant factors that influence the customer purchase intention on using Online Food Delivery (OFD) services. There are 4 independent variables which we are focusing on; time, price factor, convenience motivation factor and food illustration. From the research, we have found out that convenience motivation factor is the most important exogenous variable that can influence purchase intention directly, sequentially through shopping motivations. The other factors that have a significant impact on a customer's purchase intentions are price and time factors. The least important factor that influences a customer’s purchase intention is the food illustrations. The study is carried out by gathering responses from over 167 participants. The results will show the factors influencing and the significant effect of using online food delivery services apps to run the businesses efficiently and more effectively in order to attract customer’s purchase intention. The novelty of this study is by giving the strategies and opportunities to the online business entrepreneurs to enhance and boost their sales by using social media as a platform of online food delivery services apps to the community.
Exploring Factors Affecting Consumer Behavioral Intentions toward Online Food Ordering in Thailand
Sustainability
Due to the COVID-19 epidemic, ordering food online has become very popular. This study used a structural equation model to analyze the indicators that influence the decision to order food through a food-delivery platform. The theory of planned behavior and the technology acceptance model were both used, along with a new factor, the task–technology fit (TTF) model, to study platform suitability. Data were collected using a questionnaire given to a group of 1320 consumers. The results showed that attitudes toward on-line delivery most significantly affected the behavioral intentions of the consumers, followed by subjective norms. Among attitudes, perceived ease of use was the most significant, followed by perceived usefulness and trust. The study’s results revealed that TTF had the most significant impact on perceived ease of use, followed by perceived usefulness. This means that, if a food-ordering platform is deemed appropriate, consumers will continue to use it, and business sustai...
Webology, 2022
The Covid-19 pandemic has significantly affected online shopping patterns and accelerated the adoption of online shopping and home deliveries. Online food delivery systems and applications have transformed the way consumers order and consume food, especially during the Movement Control Order by the government during the Covid-19 pandemic. Restaurants and mobility agents such as FoodPanda and GrabFood were heavily reliant on mobile technology during the pandemic to strengthen online essentials from offline services which increased online consumers as well. This study designed the drivers on online food shopping motives towards consumer behaviour intentions among online food delivery customers in Malaysia. Grounded from various streams of literature and scholarly views, this research develops a conceptual model describing the drivers of online food shopping through the propositions of the model utilising Theory of Planned Behaviour and Technology Acceptance Model. Hence, the study als...
International Journal of Research Studies in Management
This study assesses the online food delivery services of the quick service restaurants in Batangas Province. It presented the demographic profile of the respondents in terms of sex, age, highest educational attainment, occupation and frequency of use; assessed the customer's intention using online food delivery services during the COVID-19 pandemic period relevant to: hedonic motivation, price saving orientation, time saving orientation, prior online purchase experience, convenience motivation, post-usage usefulness, attitude towards online food delivery services, behavioral intention towards online food delivery services, and customer's intention; determined the customer satisfaction and loyalty in online food delivery services as relate to: convenience motivation, privacy and security, restaurant credibility, perceived severity, price, safe packaging, promotion; tested the significant difference on customer's intention, customer satisfaction and loyalty in online food delivery services when grouped according to the profile variables; tested the significant relationship of customer's intention, satisfaction and loyalty in online food delivery services. The study used descriptive method; the participants have a total of 385. Percentage, frequency, weighted mean, Kolmogorov Smirnov test and the Shapiro-wilk test were used as the statistical tools. Based on the results, majority of the respondents were female, aged 22 years old, bachelor's degree, unemployed and used online food delivery services once a week. The study revealed the factors strongly affects the customer's intention in using online food delivery services such as hedonic motivation, price saving orientation, time saving orientation, prior online purchase experience, convenience motivation, post-usage usefulness, attitude towards online food delivery services, behavioral intention towards online food delivery services, and customer's intention. The customer satisfaction and loyalty are effective in terms of convenience motivation, privacy and security, restaurant credibility, perceived severity, price, safe packaging and promotion. Finally, this study was able to proposed an action plan to enhancement the online food delivery services of the quick service restaurants in Batangas Province.
Satisfactions of Customers by Using Online Food Application Services During Covid-19 Pandemic
International Journal of Multidisciplinary: Applied Business and Education Research
Food businesses benefit from an online food ordering and delivery framework. The purpose of this study is to identify the factors that influence overall consumer satisfaction with online food delivery providers. The demographic information of the respondents was discussed in this study. Furthermore, this study also revealed a significant difference between respondents' perceptions of e-services and the variables listed in the study's objectives. The researchers used a quantitative approach to identify the factors that influence consumers' overall satisfaction with online food delivery services. To collect information from the respondents, the researchers used a convenience and snowball sampling technique. Descriptive statistics were used to depict the respondent profile. The Mann-Whitney U and Wilcoxon tests were used to determine the difference in e-satisfaction between female and male respondents, while the Kruskal-Wallis test was used to determine the difference in e-...
F1000Research, 2021
Background: During the COVID-19 pandemic, Malaysian consumers were more likely to purchase food online and have it delivered to their doorstep. To stay afloat, many restaurants were pushed to provide online food delivery services (OFDS), and this sector has grown tremendously. However, will the trend persist after the pandemic? This study aims to look into how consumers’ perceptions of OFDS affect their attitude towards them. It investigates the relationship between convenience motivation, perceived ease of use, time-saving orientation and price-saving orientation in terms of future intent to use OFDS. Method: Primary data was collected from 307 respondents in Malaysia using convenience sampling method through an online survey. Respondents’ demographic background was presented statistically in cross tabulation tables to study the ratio comparison implicitly. Consistent Partial Least Square approach and bootstrapping techniques with 5,000 subsamples was employed, with the aid of Smar...
Integrating Planned Behavior and Technology Acceptance Models: A Study of GoFood after COVID-19
Journal The Winners, 2023
One of the most apparent changes due to COVID-19 pandemic was the increase in the utilization of online food delivery services. An in-depth analysis was needed to find the fundamental aspects behind this change that make online food delivery services an integral part of people's lifestyles even after the pandemic. The research aimed to explore the determinants of customers' intention to use GoFood (IU) by integrating the Technology Acceptance Model (TAM) and the Theory of Planned Behavior (TPB) to construct the research model. The research novelty was reflected through convenience motivation, which was crucial in enhancing the intention to use GoFood. This was achieved by exploring the interaction between the TAM and TPB. The underlying factors behind customers' intention to use GoFood were defined by price-saving orientation (PSO) and timesaving orientation (TSO) with a mediating variable called convenience motivation (CM). Afterward, 252 valid questionnaires from respondents who live in Surabaya and Sidoarjo were collected using the snowball sampling method and analyzed using the SEM-PLS method. The result reveals that PSO is the most significant factor behind the intention to use (IU). Meanwhile, TSO only indirectly affects IU, which means it will only be impactful when mediated by CM. Moreover, CM itself has a significant impact on IU.
Proceedings of the 5th FIRST T3 2021 International Conference (FIRST-T3 2021), 2022
The purpose of this study is to evaluate the influence of variables that affect the shopping routines of food delivery application users during the Covid-19 pandemic. Food Delivery Application refers to application based deliver services that make the customer easier consume food from the restaurant. Data collection was carried out in the third quarter of 2021 and this research obtained 117 respondents who met the criteria required for this study, using the purposive sampling technique. The data collected were analyzed using the technique of Partial Least Squares Structural Equation Modeling. Based on the results of data processing, it shows that Price Advantage, Trust, Interface Issues are significant and have a positive effect on the Shopping Routines of Food Delivery Application users. The implication of these findings is Food Delivery Application providers should improve and or maintain the business policy regarding the price, trust and interface of the application. For instance, by giving more price advantages, increasing the service receiver trust and improving interface of the applications.