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All Journal Jurnal Pendidikan Teknologi dan Kejuruan Jurnal Pendidikan Bahasa Inggris Jurnal Ekonomi dan Kewirausahaan IJEE (Indonesian Journal of English Education) TARBIYA : Journal Education in Muslim Society JURNAL KEPEMIMPINAN DAN PENGURUSAN SEKOLAH Journal of Education Technology Journal of Early Childhood Education (JECE) Matriks Teknik Sipil Abdi Teknoyasa Muslim Education Review Jurnal Nusantara Mengabdi Jurnal ASIK: Jurnal Administrasi, Bisnis, Ilmu Manajemen & Kependidikan JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Socius: Social Sciences Research Journal Tashdiq: Jurnal Kajian Agama dan Dakwah
Kultsum, Ummi
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EXPLORING CUSTOMERS’ EXPERIENCES OF ONLINE ORDERING AND DELIVERY SERVICES AT RESTO BUNGONG JAROE Kultsum, Ummi
JURNAL ASIK Vol 3 No 3 (2025): JURNAL ASIK: Jurnal Administrasi, Bisnis, Ilmu Manajemen, & Kependidikan
Publisher : BAIK Publishers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59639/asik.v3i3.121

Abstract

The rapid growth of digital technology and the widespread adoption of online food ordering platforms have transformed consumer behavior and expectations in the restaurant industry. Customers now demand convenience, speed, and seamless service extending from order placement through delivery. This study explores the lived experiences of customers using the online ordering and delivery services at Resto Bungong Jaroe, aiming to understand factors influencing satisfaction and identify areas for service improvement. Using a qualitative research design, in-depth interviews were conducted with selected customers to gather rich, descriptive data about their perceptions, challenges, and emotional responses. Thematic analysis revealed key themes related to ease of ordering, delivery timeliness, accuracy, and communication quality. Findings indicate that while customers appreciate the convenience and accessibility of digital ordering, technical glitches and delivery delays remain significant pain points. Personalized communication and real-time tracking were identified as critical to enhancing satisfaction. The study concludes that harmoniousintegration of online interfaces with reliable delivery services is crucial for maintaining customer loyalty and competitive advantage.This research contributes to a deeper understanding of customer expectations in digital foodservice and offers practical insights for optimizing online ordering and delivery processes.
Co-Authors Adnyani, Ni Luh Putu Sri Akbar, Muhammad Fauzi Aklis , Nur Edi Suresman Gede Rasben Dantes Haya, Auriel Najma Hidayat, Didin Nuruddin Mahardika, I Gusti Ngurah Agung Wijaya Maya Defianty Minxia, Zhu Mulyati, Yatni Fatwa Muslimin, Edy Nadrah, Nadrah Nasywa Syahda Nurviani Neneng Malasari Ni Komang Arie Suwastini Ni Wayan Surya Mahayanti Nisa, Pia Khoirotun Pratiwi , Dessy Ade Purwanti, Ni Komang Ratna Putra, Agung Laksono Rachman, Fadly Arief Rahmayanti, Putu Ramadhan, Gema Akbar Ratna Sari Dewi Senawati, Jennet Setiya Budi, Agus Siti Zulfa, Siti Sriwidodo, Untung Sufa , Mila Faila Sunarmasto, Sunarmasto Suprihatmi Sri Wardiningsih Swastini, Ni Komang Arie Titik Ulfatun Tohiroh , Tohiroh Winarti, Destina Wirdayana*, Wirdayana Zainuddin, Zulkifli