| Issue |
E3S Web Conf.
Volume 426, 2023
The 5th International Conference of Biospheric Harmony Advanced Research (ICOBAR 2023)
|
|
|---|---|---|
| Article Number | 02068 | |
| Number of page(s) | 9 | |
| Section | Innovative Management and Sustainable Society | |
| DOI | https://doi.org/10.1051/e3sconf/202342602068 | |
| Published online | 15 September 2023 | |
The Influence of Food Delivery Application Attributes in Developing e-Loyalty: The Mediating Role of e-Satisfaction
1 Information Systems Department, School of Information Systems, Bina Nusantara University, Jakarta, Indonesia 11480
2 STMIK Insan Pembangunan, Information System Department, Tangerang, Indonesia
3 Mercu Buana University, Faculty of Psychology, Jakarta, Indonesia
4 Open University Indonesia, Early Childhood Education Study Programme, Jakarta, Indonesia
5 Management Department, BINUS Business School Undergraduate Program, Bina Nusantara University, Jakarta, Indonesia 11480
* Corresponding author: enda@binus.ac.id
Food delivery application or FDA is a promising online food delivery service today. Even during the COVID-19 pandemic, the FDA is helping restaurants grow and helping consumers order food. This study fills the gap in the FDA literature by analyzing and empirically testing the mediating effect of e- satisfaction on the relationship between FDA attributes and e-loyalty. The FDA attributes are represented in information quality, visual design, and navigational design. Data was collected using an online questionnaire for 651 FDA user respondents in Indonesia during the COVID-19 pandemic. The data is analyzed using Partial Least Square. The findings of this study indicate that customer e-satisfaction is proven to mediate partially from visual design, navigation design with e-loyalty, and customer e-satisfaction is proven to fully mediate information quality with e-loyalty. This research closes with theoretical and managerial implications, as well as limitations.
© The Authors, published by EDP Sciences, 2023
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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