Understanding The Net Benefit of Using a Food Delivery Application: Post Application of Platform Fee

¹ BINUS Business School Master Program, Management Department, 11480 Bina Nusantara University, Jakarta Indonesia
² Information Systems Department, School of Information Systems, 11480 Bina Nusantara University, Jakarta Indonesia

^* Corresponding author: asundjaja@binus.edu

Abstract

This research is conducted to find the factors that affect repurchase intentions in food delivery service applications. The methods used to gather data in this research are questionnaires, interviews, and literature studies, while methods used to analyze data would be the SEM-PLS using the SmartPLS 3.0 software and with the framework “The information systems success model” created by Delone and McLean. Three hundred forty-five responses from the questionnaire were tested for validity and reliability, and the results show that the research data were valid. Based on the results, it is found that some of the variables show significant and insignificant effects. The variables quality information – use of the application, service quality – user satisfaction, system quality – use of the application, system quality – user satisfaction, use of application – net benefit, use of application – user satisfaction, and user satisfaction – net benefit has a significant outcome proofing that these relations between variables have a huge effect on repurchase intention. However, on the other hand, the relationship of variables quality information – user satisfaction, and service quality – use of application does not show a significant effect on their relation between variables.