Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation

Prasetyo, Yogi Tri; Tanto, Hans; Mariyanto, Martinus; Hanjaya, Christopher; Young, Michael Nayat; Persada, Satria Fadil; Miraja, Bobby Ardiansyah; Redi, Anak Agung Ngurah Perwira

doi:10.3390/joitmc7010076

Cited by 180 publications

(188 citation statements)

References 46 publications

(65 reference statements)

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“…On the other hand, the study proved a decrease in the commitment of buyers to introversion [19]. At the same time, these results were indirectly a consequence of the fact that the main criteria for most consumers when buying in a pandemic remain price, availability, convenience, and hygiene [26]. Despite the fact that there are scientific works demonstrating an increase in selectivity and caution among online consumers [5], this study pointed to a decrease in its level as the pandemic spreads and the time to shop online decreases.…”

Section: Discussionmentioning

confidence: 80%

“…An average budget for holiday shopping was smaller during the pandemic as compared with previous years, and many shoppers (nearly all generations) turned to contactless shopping [25]. The basic purchasing criteria remained the price, availability, and convenience, and a new criterion has emerged-hygiene [26]. Along with the growth of food sales, the pandemic saw an increase in the sales of medical supplies, children's products, sporting items, and entertainment goods [27].…”

Section: Literature Reviewmentioning

confidence: 99%

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Impact of the COVID-19 Pandemic on Online Consumer Purchasing Behavior

Ślusarczyk

Hajizada

et al. 2021

JTAER

197

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With the spread of the COVID-19 pandemic and the increasing importance of e-commerce, the study of online consumer behavior is of particular relevance. The purpose of this study was to form a methodological approach to assess the relationships and the level of influence of the factors activating the purchasing behavior of online consumers against the background of the COVID-19 pandemic. The research methodology was based on the transformation of Cattell’s questionnaire and the implementation of correlation analysis. To determine the predisposition of online consumer behavior at the time of making a purchase decision, this study used the questionnaire method. The survey was conducted among online shoppers in the top 10 countries in terms of e-commerce market growth. The scientific contribution is the proposed methodological toolkit to assess the purchasing behavior of online consumers, which identifies the most influential factors in their purchasing behavior and provides an opportunity to assess the dynamics of their activity during the study period, to identify key trends and determine changes in their behavior. The research revealed what changes in online consumer buying behavior are typical in the COVID-19 pandemic. The impact of consumer awareness and experience has increased. Online consumers have become more experienced, which has influenced the activity of their buying behavior. This study proved the shifting influence of online consumer purchasing behavior factors during the pandemic. The increasing importance of the speed of decision making by consumers when purchasing goods and services online was determined.

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Section: Discussionmentioning

confidence: 80%

Section: Literature Reviewmentioning

confidence: 99%

Impact of the COVID-19 Pandemic on Online Consumer Purchasing Behavior

Ślusarczyk

Hajizada

et al. 2021

JTAER

197

View full text Add to dashboard Cite

show abstract

“…Additionally, SEM can analyze the most complex linkages between latent factors [46][47][48][49][50][51]. Because of this, SEM can be used for analyzing the factors on why the users use technology in the first place [52,53]. With this current pandemic, it is not a surprise that almost everyone will depend on the usage of technology, especially in the sector of education.…”

Section: Theoretical Contributionsmentioning

confidence: 99%

Determining Factors Affecting Acceptance of E-Learning Platforms during the COVID-19 Pandemic: Integrating Extended Technology Acceptance Model and DeLone & McLean IS Success Model

et al. 2021

Self Cite

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Online meeting platforms have been widely utilized during the COVID-19 pandemic due to the current shift from traditional learning. However, the acceptance of the different online meeting platforms for e-learning has been underexplored. The purpose of this study was to determine the factors for acceptance of an online learning platform among students during the COVID-19 pandemic. A total of 500 senior high school students voluntarily participated to answer constructs under the Extended Technology Acceptance Model (ETAM) and Delone and McLean IS Success Model. Several latent including user interface (UI), perceived ease of use (PEU), perceived usefulness (PU), information quality (IQ), system quality (SQ), behavioral intentions (BI), and actual use were analyzed by Structural Equation Modeling (SEM). The results indicated that PEU was found to have the greatest on actual use (AU), followed by UI and SQ towards PEU, which subsequently led to BI and AU. Finally, IQ was found to have a significant effect on PU, which led to BI and AU. The level of student acceptability considers the ease of use, user interface, system quality, information quality, leading to a positive behavioral intention for actual use. With that, it would be of best interest to consider the factors that would lead students towards accepting the platforms utilized and therefore the current education system. Moreover, this will lead to their acceptance and promote learning even with the COVID-19 pandemic. Finally, the model construct can be applied and utilized to analyze the online learning platforms in other countries.

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“…Finally, this study can be used to evaluate the factors affecting customer satisfaction and loyalty. The online food delivery service developer needs to provide believable, detailed, and structured information in an appropriate format so that customers have less hesitation in using it [29]. Social media have also gradually become one of the main marketing tools not only for product quality but also for service quality in the Business to Customer (B2C) e-commerce market.…”

Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

Applying Importance–Satisfaction Model to Evaluate Customer Satisfaction: An Empirical Study of Foodpanda

2021

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Because of improving mobile platforms and faster 4G speed, the annual growth of mobile devices has exceeded 50%, and many catering enterprises have integrated services to make ordering and delivery more convenient for smartphone users. Thus, user satisfaction with new online food-delivery platforms and services needs to be explored and evaluated. Using an Importance–Satisfaction Model (I–S Model), this study applied 12 service elements obtained from previous studies and an in-depth discussion of experts and scholars to evaluate user satisfaction towards Foodpanda, the first online food delivery service provider in Taiwan. Questionnaires were distributed from June to July 2020 and 256 samples were collected. This study found that eight items fell within the “Excellent Area”, one within the “Improvement Area” and three within the “Careless Area”.

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Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation

Cited by 180 publications

References 46 publications

Impact of the COVID-19 Pandemic on Online Consumer Purchasing Behavior

Impact of the COVID-19 Pandemic on Online Consumer Purchasing Behavior

Determining Factors Affecting Acceptance of E-Learning Platforms during the COVID-19 Pandemic: Integrating Extended Technology Acceptance Model and DeLone & McLean IS Success Model

Applying Importance–Satisfaction Model to Evaluate Customer Satisfaction: An Empirical Study of Foodpanda

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