Predicting Behavioral Intentions to Use OFD Services through The Evaluation of Satisfaction, Food Quality, and Electronic Self-Service Quality
Dublin Core
Creator
Siti Rahayu, Sugeng Hariadi
Proceedings Item Type Metadata
Abstract/Description
This study aims to examine the effect of perceived control, service convenience, customer service, service fulfillment, food quality on customer satisfaction on behavioral intention in service companies that use online food (OFD) delivery service. Respondents in this study are OFD service users in Indonesia. The internal data for this study was 181 respondents. Data processing in this study used the Statistical for Social Sciences (SPSS) program version 24 and AMOS version 24. The results showed that the influence of customer service, service fulfillment, and food quality on customer satisfaction in food online delivery service was supported. The influence of customer satisfaction on behavioral intention is supported. Meanwhile, the influence of perceived control and service convenience on customer satisfaction is not supported.
publication_date
2024/06/15
keywords
e-Service Quality, Customer Satisfaction, Behavioral Intention, Online Food Delivery
firstpage
133
lastpage
138
issn
3047-857X
conference
Proceedings of the International Symposium on Management (INSYMA)
publisher_name
Fakultas Bisnis dan Ekonomika, Universitas Surabaya
Volume
21
Files
Citation
Siti Rahayu, Sugeng Hariadi, “Predicting Behavioral Intentions to Use OFD Services through The Evaluation of Satisfaction, Food Quality, and Electronic Self-Service Quality,” Proceedings of the International Symposium on Management (INSYMA), accessed September 16, 2024, https://insyma.org/proceedings/items/show/190.