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All Journal Jurnal Penyuluhan Journal of Animation & Games Studies JMM (Jurnal Masyarakat Mandiri) SEIKO : Journal of Management & Business Journal of Humanities and Social Studies Abdimas: Jurnal Pengabdian Masyarakat Universitas Merdeka Malang Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Narada : Jurnal Desain dan Seni Jurnal Ekonomi Action Research Literate (ARL) Prosiding Konferensi Nasional PKM-CSR Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Management El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Jurnal Penelitian Pendidikan Indonesia SITEKNIK: Sistem Informasi, Teknik dan Teknologi Terapan Journal of Ekonomics, Finance, and Management Studies
Mochamad Yudha Febrianta
Universitas Telkom
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Other

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Journal : Journal of Humanities and Social Studies

 1 
Analysis Of The Influence Of Service Quality And Food Quality On The Behavioral Intentions Of Burger King Online Food Delivery Customers In Bandung City With Customer Satisfaction As An Intervening Variable Alfrida Wira Kusuma Astuti; Mochamad Yudha Febrianta
JHSS (JOURNAL OF HUMANITIES AND SOCIAL STUDIES) Vol 7, No 3. (2023): JHSS (Journal of Humanities and Social Studies)
Publisher : UNIVERSITAS PAKUAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33751/jhss.v7i3.8788

Abstract

With the rapid technological advancement, individual demands have evolved, prompting Indonesians to engage in online buying and selling. This trend extends beyond physical goods, as there is an increasing preference for utilizing Online Food Delivery (OFD) services, simplifying food orders. This study focuses on the challenges faced by Burger King's online food delivery customers, stemming from service and food quality issues, ultimately impacting satisfaction and behavioral intentions. Therefore, this study aims to determinane effect of service quality and food quality on customer satisfaction and customer behavioral intentions of Online Food Delivery Burger King customers in the city of Bandung with customer satisfaction as an intervening variable. This study uses the independent variable, namely service quality which includes perceived control, convenience, customer service, fulfillment and food quality, the intervening variable is customer satisfaction and the selected dependent variable is behavioral intention. Employing a quantitative approach, the study's population comprises Burger King's online food delivery customers, with a sample size of 400 in Bandung. Data collection involves distributing online questionnaires via Google Forms, targeting users residing in Bandung who utilize the Burger King app. The research methodology encompasses descriptive quantitative analysis through SEM-PLS examination, using SmartPLS 3.0 software. The findings demonstrate that perceived control, convenience, customer service, fulfillment, and food quality all positively and significantly impact customer satisfaction, which subsequently positively influences behavioral intentions. This study proposes recommendations for companies to enhance service quality, particularly regarding customer service accessibility, and to prioritize food quality by offering fresh products.
Co-Authors Akhmadi Akhmadi Alfrida Wira Kusuma Astuti Andreas Rio Adriyanto Astri Wulandari Athifa Sri Ismiranti Bethani Suryawardani Dandy Marcelino Dandy Marcelino Farrel Adhirajasa Fat’hah Noor Prawita Fat’hah Noor Prawita Fetty Poerwita Sary Galuh Sudarawerti Gandeva Bayu Satrya Husneni Mukhtar Istiqomah Laudza Tsabitul Azmi Setiawan Marcelino, Dandy Milleniartha Moslem Muhammad Hablul Barri Muhammad Indra Muharman Lubis Nadira Ochell Andrea Prawita, Fat’hah Noor Puspawati, Ni Nengah Nitha Rafian Ramadhani Ramadhan, Anka Jelang Shidqi, Farhan Shofia Putri Rhamdani Sri Widianesty Sri Widiyanesti Sukandar, Galang Pramudika Syahrul Robbiansyah Ramadhan Tarandhika Tantra Tegar Faiqul Hamman Basuki Tiara Oktapiani