Analysis of Consumer Behaviour Using E-Grocery Mobile Application Using Extended Expectation Confirmation Model, Utilitarian Motivation and Price PostCovid 19 in Indonesia

¹ Binus Entrepreneurship Center, Jakarta, Indonesia
² School of Information Systems, Jakarta, Indonesia
³ Binus Business School, Bekasi, Indonesia

^* Corresponding author: abdullah.billman@binus.ac.id

Abstract

The changing patterns of people's lives have occurred from 2020 to the present time during the pandemic. Non-cash payments and spending on daily needs through digital platforms became a trend today. This increased demand for raw materials in the public to meet their daily needs via the digital online shopping platforms VegetablesBox and TaniHub increased significantly, but after the pandemic, some e-grocery platforms were in trouble, so they carried out massive terminations of employment and closures of services in some places even found permanently shut down. The study uses a non-probability sampling technique with a questionnaire dissemination technique against respondents using snowball sampling with data processing using SmartPLS 3.0. The results of this study found that there was a significant positive influence of customer confirmation and utilitarian motivation value on user satisfaction, whereas user expectation and perceived performance had a positive effect on confirmation use, price, and utilitarian motivation values that had a strong influence on repurchase intention, while satisfaction use had no significant influence upon expectations and price. For consumer satisfaction factors, there was no influence on repurchase intention when using e-grocery mobile apps. This research is important because it can help e-grocery platform companies survive the increasingly stringent competition as physical retail companies transform into digital e-commerce.