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Journal of Management and Entrepreneurship Research
Published by Universitas Islam Nahdlatul Ulama Jepara
ISSN : 27231658     EISSN : 27231666     DOI : https://doi.org/10.34001/jmer.2020.12.01.2
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
JMER: Journal of Management and Entrepreneurship Research (p-ISSN: 2723-1658; e-ISSN: 2723-1666) provides a venue for high quality manuscripts dealing with management and entrepreneurship in its broadest sense. The editorial board encourages manuscripts that are international in scope; however, readers can also find papers investigating domestic issues with global relevance. JMER is published by Universitas Islam Nahdlatul Ulama Jepara (Unisnu Jepara). JMER starts publication in June 2020. This journal is published biannually (June and December). The aim of the journal is to facilitate dissemination of contemporary research in the field of business management and entrepreneurship. The scope of this journal includes empirical and theoretical articles related to the business strategy, management, human resource management, organizational behavior, marketing, supply chain management, finance, corporate governance, economics, entrepreneurship, knowledge management, and innovation.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 111 Documents
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How App Quality Shapes Continuous Usage Intention through Emotional Responses: Findings from Food Delivery App Users in Jabodetabek Irma Satya Indriyanti; Muwafick Hidayat
Journal of Management and Entrepreneurship Research Vol. 7 No. 3 (2026)
Publisher : Universitas Islam Nahdlatul Ulama Jepara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34001/jmer.2026.9.07.3-112

Abstract

Objective: The rapid growth of food delivery apps in urban areas has intensified competition among service providers, making user retention a critical issue. This study examines the effects of trustworthiness, convenience, and price information on users’ emotional responses, namely pleasure, arousal, and dominance, and their subsequent effects on continuous usage intention, while investigating the mediating role of emotional responses. Research Design & Methods: A quantitative survey was conducted among food delivery app users in the Jabodetabek area using purposive sampling. Data were analyzed using PLS-SEM. Findings: Trustworthiness and convenience significantly enhanced pleasure, arousal, and dominance, whereas price information significantly influenced only dominance. All emotional response dimensions positively affected continuous usage intention, with arousal emerging as the strongest predictor. Mediation analysis revealed that emotional responses fully mediated the effects of trustworthiness and convenience on continuous usage intention, while the effect of price information was fully mediated only through dominance. These findings demonstrate that app quality attributes influence continuous usage intention primarily through emotional mechanisms. Implications & Recommendations: Service providers should enhance not only the functional quality of food delivery apps but also users’ emotional experiences through reliable services, interactive features, personalization, and engaging app designs to encourage long-term usage. Contribution & Value Added: This study extends the Stimulus-Organism-Response framework by integrating the Pleasure-Arousal-Dominance model to explain continuous usage intention in food delivery applications. It provides a deeper understanding of how app quality attributes influence specific emotional dimensions and identifies arousal as the strongest emotional predictor of continuous usage intention.

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