Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation
Online food delivery service (OFDS) has been widely utilized during the new normal of the COVID-19 pandemic, especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of the COV...
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| Format: | Article |
| Language: | English |
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Elsevier
2021-02-01
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| Series: | Journal of Open Innovation: Technology, Market and Complexity |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2199-8531/7/1/76 |
| _version_ | 1797642760861253632 |
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| author | Yogi Tri Prasetyo Hans Tanto Martinus Mariyanto Christopher Hanjaya Michael Nayat Young Satria Fadil Persada Bobby Ardiansyah Miraja Anak Agung Ngurah Perwira Redi |
| author_facet | Yogi Tri Prasetyo Hans Tanto Martinus Mariyanto Christopher Hanjaya Michael Nayat Young Satria Fadil Persada Bobby Ardiansyah Miraja Anak Agung Ngurah Perwira Redi |
| author_sort | Yogi Tri Prasetyo |
| collection | DOAJ |
| description | Online food delivery service (OFDS) has been widely utilized during the new normal of the COVID-19 pandemic, especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of the COVID-19 pandemic in Indonesia by utilizing the extended theory of planned behavior (TPB) approach. A total of 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, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries. |
| first_indexed | 2024-03-11T14:04:57Z |
| format | Article |
| id | doaj.art-2d42a89c204040b1bfa139ec7d4a6a4b |
| institution | Directory Open Access Journal |
| issn | 2199-8531 |
| language | English |
| last_indexed | 2024-03-11T14:04:57Z |
| publishDate | 2021-02-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Journal of Open Innovation: Technology, Market and Complexity |
| spelling | doaj.art-2d42a89c204040b1bfa139ec7d4a6a4b2023-11-02T02:29:00ZengElsevierJournal of Open Innovation: Technology, Market and Complexity2199-85312021-02-017767610.3390/joitmc7010076Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open InnovationYogi Tri Prasetyo0Hans Tanto1Martinus Mariyanto2Christopher Hanjaya3Michael Nayat Young4Satria Fadil Persada5Bobby Ardiansyah Miraja6Anak Agung Ngurah Perwira Redi7School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, PhilippinesDepartment of International Business Engineering, Petra Christian University, Siwalankerto No.121-131, Surabaya 60236, IndonesiaDepartment of International Business Engineering, Petra Christian University, Siwalankerto No.121-131, Surabaya 60236, IndonesiaDepartment of International Business Engineering, Petra Christian University, Siwalankerto No.121-131, Surabaya 60236, IndonesiaSchool of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, PhilippinesDepartment of Business Management, Institut Teknologi Sepuluh November, Kampus ITS Sukolilo, Surabaya 60111, IndonesiaDepartment of Business Management, Institut Teknologi Sepuluh November, Kampus ITS Sukolilo, Surabaya 60111, IndonesiaIndustrial Engineering Department, BINUS Graduate Program—Master of Industrial Engineering, Bina Nusantara University, Jakarta 11480, IndonesiaOnline food delivery service (OFDS) has been widely utilized during the new normal of the COVID-19 pandemic, especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of the COVID-19 pandemic in Indonesia by utilizing the extended theory of planned behavior (TPB) approach. A total of 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, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.https://www.mdpi.com/2199-8531/7/1/76online food deliverycustomer satisfactionnew normalCOVID-19theory of planned behavior |
| spellingShingle | Yogi Tri Prasetyo Hans Tanto Martinus Mariyanto Christopher Hanjaya Michael Nayat Young Satria Fadil Persada Bobby Ardiansyah Miraja Anak Agung Ngurah Perwira Redi Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation Journal of Open Innovation: Technology, Market and Complexity online food delivery customer satisfaction new normal COVID-19 theory of planned behavior |
| title | Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation |
| title_full | Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation |
| title_fullStr | Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation |
| title_full_unstemmed | Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation |
| title_short | Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation |
| title_sort | factors affecting customer satisfaction and loyalty in online food delivery service during the covid 19 pandemic its relation with open innovation |
| topic | online food delivery customer satisfaction new normal COVID-19 theory of planned behavior |
| url | https://www.mdpi.com/2199-8531/7/1/76 |
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