scholarly journals Factors Affecting Customer Satisfaction & Loyalty in Online Food Delivery Service during COVID-19 Pandemic in a Developing Country: An Extended Theory of Planned Behavior

2021 ◽  
Author(s):  
Yogi Tri Prasetyo ◽  
Hans Tanto ◽  
Martinus Mariyanto ◽  
Christopher Hanjaya ◽  
Satria Fadil Persada ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Theory Of Planned Behavior ◽  
Developing Country ◽  
Planned Behavior ◽  
Food Delivery ◽  
New Normal ◽  
Delivery Service ◽  
Extended Theory ◽  
Factors Influencing ◽  
Customer Satisfaction And Loyalty

Online food delivery service (OFDS) has been widely utilized during the new normal of COVID-19 pandemic especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction & loyalty in OFDS during the new normal of COVID-19 pandemic in Indonesia by utilizing an extended Theory of Planned Behavior (TPB) approach. 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that Hedonic Motivation (HM) was found to have the highest effect on customer satisfaction, followed by Price (P), Information Quality (IQ), and Promotion (PRO). Interestingly, this study found out that usability factors such as Navigational Design (ND) and Perceived Ease of Use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.

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

2021 ◽  
Author(s):  
Yogi Tri Prasetyo ◽  
Hans Tanto ◽  
Martinus Mariyanto ◽  
Christopher Hanjaya ◽  
Michael Nayat Young ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Food Delivery ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
New Normal ◽  
Delivery Service ◽  
Factors Influencing ◽  
Customer Satisfaction And Loyalty

Online food delivery service (OFDS) has been widely utilized during the new normal of COVID-19 pandemic especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction & loyalty in OFDS during the new normal of COVID-19 pandemic in Indonesia by utilizing an extended Theory of Planned Behavior (TPB) approach. 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that Hedonic Motivation (HM) was found to have the highest effect on customer satisfaction, followed by Price (P), Information Quality (IQ), and Promotion (PRO). Interestingly, this study found out that usability factors such as Navigational Design (ND) and Perceived Ease of Use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.

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

2021 ◽  
Vol 7 (1) ◽  
pp. 76
Author(s):  
Yogi Tri Prasetyo ◽  
Hans Tanto ◽  
Martinus Mariyanto ◽  
Christopher Hanjaya ◽  
Michael Nayat Young ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Food Delivery ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
New Normal ◽  
Delivery Service ◽  
Factors Influencing ◽  
Customer Satisfaction And Loyalty

Online food delivery service (OFDS) has been widely utilized during the new normal of the COVID-19 pandemic, especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of the COVID-19 pandemic in Indonesia by utilizing the extended theory of planned behavior (TPB) approach. A total of 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that hedonic motivation (HM) was found to have the highest effect on customer satisfaction, followed by price (P), information quality (IQ), and promotion (PRO). Interestingly, this study found out that usability factors, such as navigational design (ND) and perceived ease of use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.

scholarly journals The Performance of Foodpanda During The Pandemic: A Study of Consumers' Perspective

2021 ◽  
Vol 4 (3) ◽  
pp. 36-48
Author(s):  
Azimah Shazeeda Suleiman ◽  
Daisy Mui Hung Kee ◽  
Asraaf Mohmed Azmi ◽  
Da Wei Chan ◽  
Jhing Hoong Aw ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Food Delivery ◽  
Delivery Service ◽  
Survey Results ◽  
Customer Satisfaction And Loyalty

Foodpanda is a food delivery service widely known among Malaysians for ordering food and groceries. Due to the pandemic outbreak, the usage of Foodpanda apps has rapidly increased. The objective of the study is to identify the performance of Foodpanda during the pandemic and if Foodpanda is the favorite food delivery service. A total of 150 Foodpanda customers participated in the survey. Results indicated that Foodpanda is ranked as the most favorite food delivery service in Malaysia. The results also indicated that customer satisfaction and loyalty are the key elements of the better performance of Foodpanda. The recommendation is presented.

scholarly journals Factors influencing Chinese residents' post-pandemic outbound travel intentions: an extended theory of planned behavior model based on the perception of COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yaping Liu ◽  
Huike Shi ◽  
Yinchang Li ◽  
Asad Amin
Keyword(s):  
Theory Of Planned Behavior ◽  
Planned Behavior ◽  
Structural Equations ◽  
Risk Tolerance ◽  
Mediating Effect ◽  
Content Type ◽  
Extended Theory ◽  
Positive Effects ◽  
Factors Influencing ◽  
Tpb Model

Purpose This study aims to explore the factors influencing the post-pandemic intentions of Chinese residents to participate in outbound travel. The mechanism by which residents' perception of the coronavirus disease (COVID-19) influenced their outbound travel intentions are studied. Design/methodology/approach This study developed an extended theory of planned behavior (TPB) model and used structural equations to analyze data received from 432 questionnaires. Responses were obtained through a combination of online surveys and a traditional paper-based distribution of questionnaires. Findings Results showed that attitude, subjective norms, perceived behavioral control and past outbound travel behavior have significant positive effects on post-pandemic outbound travel intentions. Although the perception of COVID-19 directly and negatively influences outbound travel intentions, it also has an indirect influence on outbound travel intentions through the mediating effect of non-pharmaceutical interventions. The authors also found that risk tolerance has a negative moderating effect on the direct impact of residents' perception of COVID-19 on their travel intentions. Practical implications The findings can serve as a reference for formulating appropriate tourism development policies by government agencies, tourism management departments and tourism enterprises in destination countries. Originality/value This study developed an extended TPB model by adding more constructs into the TPB model. Compared with the original TPB model, the extended TPB model has better explanatory power of post-pandemic travel intentions. The study also provides evidence for the applicability of the TPB model in studying travel intentions within the context of major public health emergencies and has expanded the application scope of the TPB model.

Green information technology adoption: influencing factors and extension of theory of planned behavior

2017 ◽  
Vol 13 (2) ◽  
pp. 292-306 ◽  
Author(s):  
Shahin Dezdar
Keyword(s):  
Information Technology ◽  
Theory Of Planned Behavior ◽  
Developing Country ◽  
Planned Behavior ◽  
Positive Relationship ◽  
Equation Modeling ◽  
Green It ◽  
Content Type ◽  
Factors Influencing ◽  
Green Information Technology

Purpose The effect of global warming on our environment has shifted the focus to green technologies worldwide. Subsequently, multiple research studies have attempted to assess awareness around the concept of “Green IT” in different countries. This paper aims to examine the factors that affect the intention to use green information technology (IT) (INT) and their subsequent influence on the actual use of green IT (ACT) among students in the context of a developing country. Design/methodology/approach The data were collected using survey questionnaires administered to six public university students. A total of 633 valid questionnaires were received and analyzed using structural equation modeling. Findings A positive relationship of INT with attitude toward green IT, subjective norms toward green IT, perceived behavioral control toward green IT, consideration of future consequences and openness was found, and also, a positive relationship between INT and ACT was found. Originality/value Many of prior research focused on factors influencing green IT adoption and usage from the organizational point of view, and there is not much literature dedicated to the study of IT users’ belief and behavior about green IT. Moreover, most studies tend to focus on developed nations, while a lesser number of studies gave consideration to developing nations. This study proposes a research framework that incorporated two personality trait factors to the theory of planned behavior to investigate individual factors influencing INT among students in the context of a developing country.

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