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

. 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.


INTRODUCTION
Along with the development of information technology and the online world, the internet can be accessed by everyone from various parts of the world without limits.They can easily find various information from the internet.Starting from what was originally web-based, now it has shifted to the realm of mobile applications.In this world of mobile applications, people can easily access the internet wherever they go.
Due to the rapid development of the era, various industries have decided to switch and follow the trend to enter the digital industry.Various large and well-known companies are slowly but surely starting to enter and begin to dominate this digital market.According to Datareportal.com,internet users in Indonesia at the beginning of 2022 were recorded at 204.7 million users.this number increased by 1.03% compared to the previous year [1].This opens huge opportunities for various industries to enter the digital market.
There are several industries in Indonesia that have managed to enter and dominate the digital market, one of them is the service and culinary industries.This is an industry that has succeeded in changing people's daily habits and offering practicality in living people's daily lives [2].One of them is a food delivery service application in Indonesia.Indonesian people often use this food delivery service application to assist them in ordering food.They use this application because of the practicality offered [3].But of course, not only one company that provides this food delivery service.This is what makes competition in this digital world even tighter [4].With the increasing competition between companies that offer the same services, the application of platform fee, and delivery fee increment.It is necessary to know what factors influence their success in mastering this digital market.
In this study, we will find out what factors can influence someone to make transactions on food delivery service applications.This will be a reference to find out whether they will make repeated transactions or only once.The results of this research can then be used as a reference for use by the company to maintain the loyalty of their consumers and can also be used as a steppingstone to improve the quality of the services they offer.
Previous research has also been done into the same industry, the service industry.one has been done to find out the relations between consumer's satisfaction and repurchase intention [5].Another study was also conducted to examine the affect from service quality, price, and brand image towards consumer's loyalty [6].Another research has also been conducted towards a ride-hailing application in Vietnam [7].Another research has also been conducted to find out relations of Customer satisfaction in e-commerce application Shopee [8].Therefore, our research objective is to examine the determinant factors of the net benefit of using a food delivery application after the application of platform fee.

METHODS
This research is a quantitative research that uses the SEM-PLS (Structural Equation Modeling-Partial Least Square) method with the help of the SmartPLS 3.0 software to process the data.This study also uses variables based on the framework of the study with the variables involved are Information Quality (QI), System Quality (SQ), Service Quality (SE), Use of application (UI), User Satisfaction (US), and Net Benefits (SB) as shown in Figure 1 under.The indicators used to measure each variable were inspired by research [5,7,9].The method for data collection are questionnaires using Likert scale to collect opinions of respondents.

Fig 1. Research model
In this research, researcher used a questionnaire that was created via Google forms and distributed online towards targeted respondents.the questionnaire consists of 22 questions, divided into 3 respondent profiles questions and 19 indicators to measure research variables.the questionnaires have been created and has been distributed for nearly 6 months.the targeted population of this questionnaire are people who have used the food delivery service feature in the application at least once.although the number of active users who have used the application can be calculated, but the specific number of users who have use the food delivery feature is unknown.
In the end, the number set for the minimum respondents is 190 respondents.this number is achieved by the suggestion of the Roscoe theory whereas the number of minimum respondents should be 10 times the number of indicators, making 190 to be the minimum number of responses to be collected.However, after nearly 6 months of collecting data, researchers manage to achieve a total of 345 respondents,

RESULT AND DISCUSSION
Table 1 is a breakdown of 345 respondent obtained during the distribution of questionnaire. it is found that all 345 respondents are users of the food delivery app and has at least used it once.238 respondents are users who used the app 1-3 times a week, 76 respondents are users who used the app 4-7 times a week, and 32 respondents are users who used the app more than 7 times in a week.
After a total of 345 data were collected, the data were processed by testing its data validity and reliability.tests were done by using the software SmartPLS 3.0.In table 2 shows the data collected has passed the validity and reliability test with AVE and Outer Loading with 0,5 and 0,7 score respectively.The data collected has also passed the reliability test with CA and CR above 0.7 [10].The discriminant validity tests are also carried out using the HTMT test in table 3. From the result, the researchers conclude that there is no issue on discriminant because the value under 0.900 [11].
After ensuring all data collected are valid and reliable, researchers can move to the next step which is hypothesis testing. in this step, hypothesis will be tested by using T-Statistics as a guideline with the criteria for the calculation results being above 1.96.Table 4 present the hypothesis testing results.
The findings show that seven hypotheses are accepted and two were rejected.The user satisfaction and application usage affect the net benefit.These findings are in line with the previous research [7].From the descriptive analysis, the respondents feel that the food delivery application saves their time for ordering foods in restaurant.The promotional event in food delivery application can play an important role in increasing the benefit of ordering foods through application.User satisfaction was affected by service quality and system quality.These findings are in line with the previous research [6][7].When the user is satisfied with the food delivery application then the user would recommend the application to others.The service quality aspect that plays an important role is the complaint handling quality and responsiveness.When the customer experiences problems during their food delivery, the customer must be able to reach the customer service representative and the customer service must be able to solve their problems as soon as possible.The ease of use and the usefulness also play an important role in user satisfaction after user uses the food delivery application.Our research also found that the information quality is not significant in user satisfaction.The researchers suspect that the information quality of product detail and their structure has stronger effect in the application usage.Moreover, most of respondents show familiarity with the food delivery application and those experiences might develop the trust on information provided by the application.
The application usage is affected by system quality and information quality.These findings are in line with the previous research findings [7][8].The respondents feel that food recommendations from the application, the needs fulfilment, and affordable fee are the main reasons of the application usage.The advancement of artificial intelligence plays a significant role in product recommendation features that lead to user experience improvement.The food delivery users feel that the convenience on the finding food in food delivery application can lead the application reliance.Therefore, the users will not hesitate to use the food delivery application even if the provider charge additional platform fee or increase the delivery fee.Information Quality [7] Information provided in food delivery app is complete (IQ1) 0,759 0,681 0,767 0,865 i can easily understand the product details in the food delivery app (IQ2) 0,865 information provided in the food delivery app is well organized (IQ3) 0,848 System Quality [7] food delivery app is easy to use (SQ1) 0,747 0,818 0,889 0,931 restaurants in the food delivery app is easily accessible (SQ2) 0,739 food delivery app systems inputs my responses well (SQ3) 0,855 Service Quality [1] complaints i gave are responded well by developers (SE1) 0,910 0,735 0,759 0,773 complaints i gave are quickly responded by the developers (SE2) 0,918 developers could give assurance when there is a complaint (SE3 0,886 Use of Application [9] i can easily find the things i want in the food delivery app (USE 1) 0,825 0,659 0,741 0,853 making transactions in the food delivery app is easy (USE2) 0,757 food delivery app could give recommendations (USE3) 0,851 User Satisfaction [1] i dont have any complaints while using the app (US1) 0,787 0,724 0,715 0,811 interface of the app is quite organized and easy to navigate (US2) 0,812 platform and delivery fee offered is still tolerable (US3) 0,743 i would recommend others to use this app (US4) 0,820 Net Benefit [9] food delivery app helps me save time (NB1) 0,833 0,702 0,772 0,819 food delivery app is very useful to me (NB2) 0,743 offers given by the app is interesting (NB3 0,748

Conclusion
The research purpose is to examine the determinant factors of net benefit of a food delivery apps usage.The important factors that affect net benefit is user satisfaction and application usage.The user satisfaction is affected by service quality and system quality.The application usage is affected by system quality and information quality.The findings argue that information quality affect user satisfaction and service quality affect user application.The research contribution is the researchers applied the Delone and Mclean framework to answer the net benefit of using a food delivery app.After the application provider apply service charge fee for each order, the researchers curious about the net benefit of using a food delivery app.The findings show that service quality is an important factor in user satisfaction.Therefore, the customer still feels the benefit if the provider can maintain the service quality.Responsiveness and helpful respond related to customer complaints should be well addressed.System quality can be considered as the important factor in application usage.Responsiveness and ease of use of application should be main consideration by the application provider.Information quality may play less important in application usage because most respondents are using food delivery applications every week.Therefore, the finding shows information quality is less significant compared to system quality.The application developer should consider the product and structure of information so that the customer is able to gather the information systematically.
The researchers believe there are several limitations in this study.First, the unit of analysis is college students in Binus University.Therefore, the findings cannot be generalized for the food delivery application users in Indonesia.The researchers suggest the future research should accommodate users from different professions.Second, our study employs only one framework to explain the net benefit of food delivery application.Since the phenomena of food delivery application usage has become more complex now days.Therefore, the researchers suggest expanding the framework using other prominent theory in consumer behavior or technology adoption.

Table 1 .
Respondent profile

Table 2 .
Validity and Reliability Test