UNRAVELING CONSUMERS CONTINUANCE INTENTION TO USE ONLINE FOOD DELIVERY: MEDIATING ROLE OF TRUST

Authors

  • Ignatius Enda Panggati Management Department, BINUS Business School Undergraduate Program, BINUS University, Indonesia
  • Wanda Wandoko Information System Department, BINUS School of Information System Undergraduate Program, BINUS University, Indonesia
  • Agustinus Dedy Handrimurtjahjo Management Department, BINUS Business School Undergraduate Program, BINUS University, Indonesia

DOI:

https://doi.org/10.31937/manajemen.v17i1.4261

Abstract

Abstract-Online Food Delivery (OFD) services, as app-based food ordering platforms, have experienced a significant rise in popularity in recent years. Understanding customers’ intention to reuse OFD services and trust has become an increasingly important. This study aims to investigate the mediating role of customer trust in the relationships between information quality, visual design, and delivery experience, and customers’ intention to continue using OFD services. The population of this research consists of individuals who have used OFD services in Indonesia. A quantitative approach was employed, involving 651 valid respondents who were selected based on their experience with OFD platforms. The research model was analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), and data processing was conducted using the SMART PLS software. The findings indicate that customer trust significantly mediates the relationships between information quality, visual design, and delivery experience with the intention to continue using OFD services, acting as a partial mediator. Furthermore, the study confirms that information quality, visual design, and delivery experience all have significant direct effects on customers’ intention to continue using OFD services. Theoretical implications of this study contribute to the enrichment of trust-related frameworks in digital service usage, particularly in the context of food delivery applications. From a managerial perspective, the results highlight the importance for OFD service providers to understand and strengthen the key antecedents of trust, in order to enhance customer retention and encourage sustained user engagement. These insights are valuable in designing effective strategies in the increasingly competitive OFD market.

Keywords: Delivery Experience; Information Quality; Intention to Continue Using; Online Food Delivery Service; Trust

Downloads

Download data is not yet available.

Published

2024-06-30

How to Cite

Panggati, I. E., Wandoko, W., & Handrimurtjahjo, A. D. (2024). UNRAVELING CONSUMERS CONTINUANCE INTENTION TO USE ONLINE FOOD DELIVERY: MEDIATING ROLE OF TRUST. Ultima Management : Jurnal Ilmu Manajemen, 17(1), 159–175. https://doi.org/10.31937/manajemen.v17i1.4261

Issue

Vol. 17 No. 1 (2025): Ultima Management : Jurnal Ilmu Manajemen

Section

Articles

License

Copyright (c) 2025 Ignatius Enda Panggati, Wanda Wandoko, Agustinus Dedy Handrimurtjahjo

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike International License (CC-BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.