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All Journal JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Yumary: Jurnal Pengabdian kepada Masyarakat
Raditha Dwi Vata Hapsari
Universitas Brawijaya, Malang, Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Mathematics Social Sciences Other

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Why Customers Stay: A Push–Pull–Mooring Perspective on Online Food Delivery Loyalty Balqis Srikandi Wiryawan; Raditha Dwi Vata Hapsari; Radityo Putro Handrito
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 7 No 3 (2026): Juni
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v7i3.6343

Abstract

Purpose: This study examines the effects of service quality as a push factor and price perception of alternatives as a pull factor on customer loyalty in Online Food Delivery (OFD) services, with switching costs acting as a mooring factor within the push–pull–mooring framework. Research Methodology: This quantitative study involved 290 OFD users in Indonesia who had used at least two platforms and made at least three transactions in the last 30 days. Data were collected through an online survey and analyzed using partial least squares structural equation modeling. Results: The results show that service quality has a positive and significant effect on customer loyalty, indicating that better service performance increases users’ intention to continue using and recommending the platform. The price perception of alternatives does not significantly affect customer loyalty, suggesting that price alone does not determine loyalty in OFD services. Switching costs have a positive and significant influence on customer loyalty, meaning that perceived financial, procedural, and psychological costs of switching encourage users to remain with their current platform. The moderating role of switching costs does not strengthen the relationship between service quality and customer loyalty and does not significantly moderate the relationship between the price perception of alternatives and customer loyalty. Conclusions: Customer loyalty to OFD services is primarily driven by service quality and switching barriers rather than price considerations. Limitations: This study relied on self-reported survey data and focused on urban respondents in Indonesia. Contributions: This study extends the push–pull–mooring framework to explain customer loyalty in the OFD industry.
Meta-analysis Training as a Strategy to Accelerate the Publication Performance of AFEBSI East Java Members Ananda Sabil Hussein; Raditha Dwi Vata Hapsari; Ida Yulianti; Rizka Zulfikar
Yumary: Jurnal Pengabdian kepada Masyarakat Vol 6 No 4 (2026): Juni
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/yumary.v6i4.6625

Abstract

Purpose: This community service program aims to improve lecturers' competence in meta-analysis techniques using JASP software as an open-source and user-friendly alternative to SPSS. Methodology: A hybrid training program totaling 16 instructional hours was employed, attended by 32 lecturers from 28 private universities in East Java. The training materials covered problem formulation, data extraction, summary effect estimation, heterogeneity testing, and publication-bias detection. Evaluation was conducted through pre-tests, post-tests, and post-training mentoring sessions. Results: The results showed a significant increase in the participants' knowledge from low to high. Most participants were able to independently perform all stages of the meta-analysis using JASP. The program outputs included 18 draft scientific articles that were ready for submission to reputable journals. Conclusions: JASP-based meta-analysis training is effective in enhancing private university lecturers’ capacity to conduct quantitative literature reviews and accelerate scientific publications. Limitations: This study has some limitations. JASP version 0.18.3 does not yet support three-level meta-analysis and network meta-analysis, which are increasingly being requested by tier-1 journals; therefore, collaboration with statisticians is still necessary for advanced topics. Contributions: This training model can be replicated to strengthen lecturers' research competence in other regions.
Why Customers Stay: A Push–Pull–Mooring Perspective on Online Food Delivery Loyalty Balqis Srikandi Wiryawan; Raditha Dwi Vata Hapsari; Radityo Putro Handrito
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 7 No 3 (2026): Juni
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v7i3.6343

Abstract

Purpose: This study examines the effects of service quality as a push factor and price perception of alternatives as a pull factor on customer loyalty in Online Food Delivery (OFD) services, with switching costs acting as a mooring factor within the push–pull–mooring framework. Research Methodology: This quantitative study involved 290 OFD users in Indonesia who had used at least two platforms and made at least three transactions in the last 30 days. Data were collected through an online survey and analyzed using partial least squares structural equation modeling. Results: The results show that service quality has a positive and significant effect on customer loyalty, indicating that better service performance increases users’ intention to continue using and recommending the platform. The price perception of alternatives does not significantly affect customer loyalty, suggesting that price alone does not determine loyalty in OFD services. Switching costs have a positive and significant influence on customer loyalty, meaning that perceived financial, procedural, and psychological costs of switching encourage users to remain with their current platform. The moderating role of switching costs does not strengthen the relationship between service quality and customer loyalty and does not significantly moderate the relationship between the price perception of alternatives and customer loyalty. Conclusions: Customer loyalty to OFD services is primarily driven by service quality and switching barriers rather than price considerations. Limitations: This study relied on self-reported survey data and focused on urban respondents in Indonesia. Contributions: This study extends the push–pull–mooring framework to explain customer loyalty in the OFD industry.
Co-Authors Ananda Sabil Hussein Balqis Srikandi Wiryawan Ida Yulianti Radityo Putro Handrito Zulfikar, Rizka