Predicting Behavioral Intentions to Use OFD Services through The Evaluation of Satisfaction, Food Quality, and Electronic Self-Service Quality

Abstract

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.