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All Journal SOUL : Jurnal Ilmiah Psikologi Aptisi Transactions on Management Aptisi Transactions on Technopreneurship (ATT) Jurnal Janitra Informatika dan Sistem Informasi Jurnal Teknologi Sistem Informasi Startupreneur Business Digital (SABDA Journal) Jurnal Pendidikan Indonesia (Japendi) Sanskara Manajemen dan Bisnis AGILITY: Jurnal Lentera Manajemen Sumberdaya Manusia Cocos Bio Jurnal Ilmiah Informatika dan Komputer Jurnal Lentera ICT
Rony Setiawan
Universitas Kristen Maranatha
Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Physics Social Sciences

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Journal : Aptisi Transactions on Management

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Analyzing the Key Drivers of Satisfaction and Loyalty Among Food Delivery App Users Setiawan, Rony; Aprillia, Ariesya
APTISI Transactions on Management (ATM) Vol 9 No 2 (2025): ATM (APTISI Transactions on Management: May)
Publisher : Pandawan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33050/atm.v9i2.2449

Abstract

This study investigates the factors affecting user satisfaction and loyalty in food delivery apps, particularly focusing on variables such as information quality, pri- vacy and security, and perceived danger of Covid-19. The research adopts a quantitative, causal-explanatory design, with a sample size of 208 respondents. Data were collected using a structured survey, and the analysis was conducted with SPSS Amos and Partial Least Squares Structural Equation Modeling (PLS SEM). The study reveals significant relationships between usage intention, ac- tual usage, and customer satisfaction, with a specific emphasis on the role of promotion in increasing user satisfaction and loyalty. Variables such as ease of use, navigation design, and packaging safety, however, were found to have no significant impact on usage intention or actual usage. This study also high- lights the evolving consumer behavior in the food delivery industry, especially post-pandemic, where safety and convenience remain critical. The findings pro- vide valuable insights for businesses in the digital marketplace, helping them understand the changing dynamics of consumer preferences. By refining ser- vice offerings and focusing on key influencing factors, food delivery companies can enhance their market competitiveness and customer retention strategies.
Co-Authors Aprillia, Ariesya Azkiya, Nisrina Cen Lu Dewi, Dinda Puspita Felicia Abednego Ferry Firmansyah Grace, Tania Dewi Kezia Kurniawati Nursalin Mahardika, Yova Era Muhammad Maulana Nicola, Gabriela Novita Dian Iva Prestiana Nuraeni Julianingsih, Nadya Prananda, Cepi Ramdhani, Muhammad Ikmal Rhomadon, Akbar Zaki Rully Arlan Tjahyadi Sari, Ayuni Mitra Siti Nurhidayah Sumardi Sunenti, Wawah Sri Triwinata Sutedjo, Yonathan Vaher, Kristina Viani, Fairdana Wicaksana, Haqqi Aulia