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

Penulis

  • 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

Abstrak

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

Unduhan

Data unduhan belum tersedia.

Diterbitkan

2024-06-30

Cara Mengutip

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

Terbitan

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

Bagian

Artikel

Lisensi

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

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