TY - GEN
T1 - Determining Factors Affecting Customer Loyalty and Satisfaction in Online Food Delivery Service during the COVID‐19 Pandemic
T2 - 2024 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2024
AU - Susanto, Krisna Chandra
AU - Prasetyo, Yogi Tri
AU - Cahigas, Maela Madel L.
AU - Nadlifatin, Reny
AU - Persada, Satria Fadil
AU - Ayuwati, Irene Dyah
N1 - Publisher Copyright:
© 2024 IEEE.
PY - 2024
Y1 - 2024
N2 - The Online food delivery services (OFDS) have been extensively utilized, especially in developing nations like Indonesia on new normal Covid-19 situation. The present research aimed to utilize the “Unified Theory of Acceptance and Use of Technology-2” (UTAUT2) in affecting the customer satisfaction and loyalty (CSL) in OFDS in Indonesia post-COVID-19 pandemic. The 253 data was taken to answer the 65 indicators. Structural equation modeling (SEM) indicates that hedonic motivation exerts the most significant influence on CSL, succeeded by price. This study unexpectedly found that usability factors, including performance expectation habit, did not influence customer happiness and CSL in OFDS. This research strongly provides a theoretical framework for OFDS practitioners, IT developers, and scholars. The present research can be modified and expanded to different nations to examine the determinants of customer CSL in OFDS.
AB - The Online food delivery services (OFDS) have been extensively utilized, especially in developing nations like Indonesia on new normal Covid-19 situation. The present research aimed to utilize the “Unified Theory of Acceptance and Use of Technology-2” (UTAUT2) in affecting the customer satisfaction and loyalty (CSL) in OFDS in Indonesia post-COVID-19 pandemic. The 253 data was taken to answer the 65 indicators. Structural equation modeling (SEM) indicates that hedonic motivation exerts the most significant influence on CSL, succeeded by price. This study unexpectedly found that usability factors, including performance expectation habit, did not influence customer happiness and CSL in OFDS. This research strongly provides a theoretical framework for OFDS practitioners, IT developers, and scholars. The present research can be modified and expanded to different nations to examine the determinants of customer CSL in OFDS.
KW - Online delivery
KW - Online shopping
KW - SEM
KW - UTAUT2
UR - http://www.scopus.com/inward/record.url?scp=85218007154&partnerID=8YFLogxK
U2 - 10.1109/IEEM62345.2024.10857260
DO - 10.1109/IEEM62345.2024.10857260
M3 - Conference contribution
AN - SCOPUS:85218007154
T3 - IEEE International Conference on Industrial Engineering and Engineering Management
SP - 888
EP - 892
BT - IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2024
PB - IEEE Computer Society
Y2 - 15 December 2024 through 18 December 2024
ER -