The Effect of Food Quality, Convenience, Control, Customer Service, and Fulfillment on Customer Satisfaction and Behavioral Intention at Shopee Online Food Delivery in Surabaya

DOI

10.2991/978-94-6463-244-6_66How to use a DOI?

Keywords

behavioral intention; control; convenience; food quality; satisfaction

Abstract

This study aims to analyze whether food quality, control, convenience, customer service, and fulfillment directly and significantly influence satisfaction for Shopee online food delivery consumers in Surabaya and whether satisfaction directly influences customer satisfaction intentions at Shopee online food delivery Surabaya. This study is basic research that uses a quantitative approach with data analysis in the form of SEM (Structural Equation Model). Data processing was carried out using the AMOS program for structural testing and SPSS to test the data’s validity and reliability. The sampling technique used in this research is purposive sampling with a non-probability technique using a sample that collects 220 respondents. The respondent’s criteria were 18–50 years old, had last minimum education senior high school or equal, domiciled in Surabaya, and had used Shopee food delivery a minimum of three times on September 2022. The results of this study indicate that food quality has a significant positive effect on customer satisfaction at Shopee food delivery Surabaya. Control has a significant positive effect on customer satisfaction at Shopee food delivery Surabaya. Convenience has a significant positive effect on customers’ satisfaction at Shopee food delivery Surabaya. Customer service has a significant positive effect on customers’ satisfaction at Shopee food delivery Surabaya. Fulfillment significantly positively affects customers’ satisfaction at Shopee food delivery Surabaya. Satisfaction has a significant positive effect and is supported by customers’ behavioral intention at Shopee food delivery Surabaya.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Agustina Dwi Maharani
AU  - Juliani Dyah Trisnawati
AU  - Anthonius Budhiman
PY  - 2023
DA  - 2023/09/30
TI  - The Effect of Food Quality, Convenience, Control, Customer Service, and Fulfillment on Customer Satisfaction and Behavioral Intention at Shopee Online Food Delivery in Surabaya
BT  - Proceedings of the 20th International Symposium on Management (INSYMA 2023)
PB  - Atlantis Press
SP  - 456
EP  - 462
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-244-6_66
DO  - 10.2991/978-94-6463-244-6_66
ID  - Maharani2023
ER  -