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"Layanan pengiriman makanan/food delivery mulai merebak beberapa tahun ke belakang. Kehadiran aplikasi motorbike ride-hailing (ojek online) menawarkan layanan pengiriman makanan melalui armadanya untuk membeli makanan di restoran mitra. Layanan tersebut memudahkan masyarakat untuk memesan makanan tanpa pergi keluar. Namun, virus COVID-19 yang muncul menimbulkan isu kepercayaan konsumen terhadap keamanan dan kehigienisan makanan yang dipesan. Termasuk konsumen muslim yang memiliki kewajiban mengonsumsi makanan halal, kepercayaan dalam memesan makanan halal melalui aplikasi menjadi isu untuk memastikan kepastian kehalalan makanan tersebut. Penelitian ini bertujuan untuk melihat pengaruh kepercayaan halal terhadap loyalitas konsumen muslim Indonesia dalam pembelian makanan halal melalui aplikasi food delivery dalam masa pasca-pandemi. Penelitian ini berdasar pada valence theory dan teori perceived quality untuk melihat pengaruhnya terhadap kepercayaan halal dan loyalitas. Metode analisis yang akan digunakan dalam penelitian ini adalah Structural Equation Model (SEM) dan menggunakan aplikasi SmartPLS 4.0. Dari 251 sampel yang diteliti, ditemukan bahwa kepercayaan halal berpengaruh positif terhadap loyalitas secara signifikan. Adapun kualitas makanan halal dan kualitas aplikasi food delivery ditemukan tidak berpengaruh secara signifikan terhadap risiko kesehatan yang dirasakan.

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Food delivery services have started to spread in the past few years. The presence of an motorbike ride-hailing application (ojek online) offers food delivery services partnered with selected restaurants. Food delivery service provide convenience for people to order food without going out. However, the emerging COVID-19 virus raises issues of consumer confidence in the safety and hygiene of the food ordered. Including Muslim consumers’ obligation to consume halal food. Trust in ordering halal food through mobile application is also becaming an issue because they have to ensure its halal assurance. This study aims to analyze the effect of halal trust on the loyalty of Indonesian Muslim consumers in purchasing halal food through food delivery applications in the post-pandemic period. This research is based on valence theory and perceived quality theory to see the effect on halal trust and loyalty. The analytical method used in this study is the Structural Equation Model (SEM) and uses the SmartPLS 4.0 application. From the 251 from Muslim respondents, it was found that halal trust had a significant positive effect on loyalty. Meanwhile, the quality of halal food and the quality of the food delivery application were found to have no significant effect on perceived health risk."

"Penelitian ini bermaksud untuk menganalisis faktor yang mempengaruhi intensi pelanggan untuk terus menggunakan mobile online food delivery services di Indonesia, terutama jasa pengiriman makanan berbasis aplikasi dari pihak ketiga. Beberapa variabel bebas yang digunakan dalam penelitian ini adalah perceived usefulness, perceived ease of use, trust, price-saving benefit, time-saving benefit, dan food safety risk perception. Untuk variabel terikat yang digunakan adalah customer intention to continuously use mobile online food delivery services. Responden untuk penelitian ini berumur minimal 17 tahun dengan berbagai pekerjaan dan tingkatan pendidikan, tinggal di Indonesia dalam enam bulan terakhir, dan pernah menggunakan aplikasi mobile online food delivery services minimal sekali dalam satu bulan terakhir. Penelitian ini menggunakan kuesioner daring yang disebarkan melalui media sosial. Responden yang mengisi kuesioner berjumlah 255 orang, tetapi satu responden tidak sesuai dengan penelitian ini sehingga tersisa 254 responden yang datanya dapat digunakan. Data yang telah terkumpul kemudian diolah melalui IBM SPSS Statistics software. Hasil dari penelitian ini menunjukan bahwa time-saving benefit merupakan variabel bebas yang paling berpengaruh terhadap intensi pelanggan untuk terus menggunakan mobile online food delivery services di Indonesia, diikuti oleh perceived usefulness, dan perceived ease of use.

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This research intends to analyze factors affecting customer intention to continuously use mobile online food delivery services in Indonesia, specifically third-party application-based delivery services. Several independent variables that are used in this research are perceived usefulness, perceived ease of use, trust, price-saving benefit, time-saving benefit, and food safety risk perception. For the dependent variable that is used is customer intention to continuously use mobile online food delivery services. The respondents of this research are those with minimum age of 17 years old from multiple occupation and educational level, reside in Indonesia for at least six months, and have been using the mobile online food delivery services at least once in the past month. This research uses online questionnaire that is distributed through social media. There are 255 respondents that filled out the questionnaire, but one respondent did not meet the research criteria so there are 254 respondents whose data can be used. The data that has been collected is then processed using the IBM SPSS Statistics software. The result from this research shows that time-saving benefit become the biggest factor that affect the customer intention to continuously use mobile online food delivery services in Indonesia, followed by perceived usefulness and perceived ease of use."

"Aplikasi pengiriman makanan online adalah salah satu sektor aplikasi seluler dengan pertumbuhan yang paling cepat. Selama pandemi, terdapat banyak layanan pengiriman makanan tradisional yang beralih ke platform daring, dan terdapat perusahaan baru yang memanfaatkan peluang ini untuk terlibat dalam operasi pengiriman makanan daring atau pindah ke platform digital. Penelitian ini bertujuan untuk menguji hubungan antara variabel yang mempengaruhi penggunaan aplikasi pengiriman makanan online dengan mengembangkan model konseptual berdasarkan model Unified Theory of Acceptance and Use of Technology (UTAUT2) dengan menambahkan kepuasan pelanggan dan advokasi sebagai variabel tambahan dalam analisis. Data dikumpulkan dari 366 responden dengan menggunakan survei online dan dianalisis menggunakan PLS-SEM. 9 hipotesis dikembangkan, dimana delapan di antaranya diterima, dan satu ditolak. Temuan ini dapat digunakan untuk membantu perusahaan pengiriman makanan online untuk memahami faktor yang mungkin dapat memengaruhi niat pelanggan untuk terus menggunakan aplikasi pengiriman makanan dan hal ini dapat berimplikasi pada desain dan pemasaran layanan ini di pasar Indonesia.

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Online food delivery applications are one of the fastest growing mobile applications sectors. During the pandemic, many traditional food delivery services have moved to online platforms, and there are new companies taking advantage of this opportunity to engage in online food delivery operations or move to digital platforms. This study aim to examine the relationships between variable that influences the usage of online food delivery applications by developing a conceptual model based on the Unified Theory of Acceptance and Use of Technology (UTAUT2) model with customer satisfaction and advocacy as an additional variable in our analysis. Data were collected from 366 respondents using an online survey and analyzed using PLS-SEM. 9 hypotheses were developed, of which eight were accepted, and one were rejected. Our findings can be used to help online food delivery companies to understand the factor that might influence the continuance intention of customer to the food delivery app and it will have implication for the design and marketing of these services in the Indonesian market."

"Fenomena pemesanan makanan online di Indonesia telah meningkat dikarenakan pandemi COVID-19 yang menimbulkan risiko tertular antara masyarakat, serta risiko sanski dari pemerintah jika melanggar protokol kesehatan yang ditetapkan dengan mengunjungi restoran. Namun dari sisi konsumen, terdapat pertimbangan dan persepsi risiko dalam menggunakan aplikasi makanan online selama pandemi, serta pertimbangan risiko tertular dari virus COVID- 19 yang dapat mempengaruhi sikap dan perilaku konsumen untuk melakukan pemesanan makanan online. Penelitian dilakukan dengan metode purposive sampling dengan jumlah responden 306 individu yang pernah melakukan pemesanan makanan online melalui aplikasi online serta dianalisis menggunakan Partial Least Square - Structural Equation Modeling (PLS - SEM). Hasil penelitian ini menunjukan bahwa hubungan langsung convenience risk dan attitude, hubungan COVID-19 risk severity terhadap attitude, serta attitude dan online food delivery behavior menunjukkan hasil yang signifikan.

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The COVID-19 pandemic has shifted consumer behavior to utilize online food delivery services to a greater extent from dine-in restaurants particularly due to the risks of being exposed to the COVID-19 virus and risks of punishments from the government for breaching health protocols by visiting restaurants. However, from the consumer side, consumers face multiple risks when associating themselves with online food delivery services applications – which, added with consumers’ perceived risk towards the COVID-19 virus, influences consumers’ attitudes and behaviours towards online food delivery services. This research study was conducted using purposive sampling with 306 total respondents collected, and analyzed using Partial Least Square - Structural Equation Modeling (PLS - SEM). The results of this research study found that relationships between convenience risk towards attitude, risk severity towards attitude, and attitude towards online food delivery behaviour had significant relationships."

"The Covid-19 pandemic forced the government to restrict residents from leaving the house. This makes residents in Indonesia and around the world use food delivery applications so they can still enjoy food from abroad. After the pandemic ended, FDA users were proven to persist and even increase, this could be influenced by several factors such as Functional Value, Emotional Value, Social Value, Epistemic Value and Conditional Value, the impact of which will be discussed on continued use in this research. This research uses the SEM-PLS method in the SmartPLS application to process data. The results of this research show that Social Value and Epistemic Value have a significant impact on continued usage intention, while Functional Value, Conditional Value and Emotional Value do not influence continued usage intention. Meanwhile, there is no significant difference between Functional, Conditional, Epistemic and Social Value on continued usage intention in Gen Y and Gen Z, only Emotional Value has a significant difference between Gen Y and Gen Z.

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Pandemi Covid-19 memaksa pemerintah membatasi penduduknya untuk keluar rumah. Hal ini membuat para penduduk di Indonesia ataupun di dunia menggunakan food delivery application agar tetap bisa menikmati makanan dari luar. Setelah masa pandemi berakhir user FDA terbukti tetap bertahan bahkan bertambah, hal itu dapat dipengaruhi oleh beberapa faktor seperti Functional Value, Emotional Value, Social Value, Epistemic Value and Conditional Value yang akan dibahas dampaknya terhadap keberlanjutan pengunaan di penelitian ini. Penelitian ini menggunakan metode SEM-PLS pada aplikasi SmartPLS untuk mengolah data. Hasil penelitian ini menunjukan bahwa Social Value dan Epistemic Value memiliki dampak yang signifikan terhadap continued usage intention sedangkan Functional Value, Conditional Value dan Emotional Value tidak mempengaruhi continued usage intention. Sedangkan, tidak ada perbedaan signifikan antara Functional, Conditional, Epistemic dan Social Value terhadap continued usage intention pada Gen Y dan Gen Z, hanya Emotional Value yang memiliki perbedaan signifikan diantara Gen Y dan Gen Z."

"Penelitian dalam tesis ini bertujuan untuk mengeksplorasi isu-isu yang menjadi fokus konsumen terkait layanan pesan antar makanan secara daring selama pandemi COVID-19 di Indonesia melalui data media sosial. Dengan percepatan transformasi digital di industri makanan dan kuliner, bahasan di media sosial mengenai layanan pesan antar makanan cukup meningkat. Terlebih pada masa pandemi COVID-19 di Indonesia telah mengubah kebiasaan konsumen untuk dapat memesan makanan dari rumah atau dari mana saja. Pandemi COVID-19 yang sedang berlangsung menghadirkan tantangan terkait kualitas dan keamanan pangan, kualitas layanan, dan opini konsumen. Penelitian ini menerapkan pendekatan pemodelan topik untuk memahami perspektif konsumen Indonesia terhadap layanan pesan antar makanan secara daring. Komentar dan tweet konsumen di media sosial (Instagram dan Twitter) terkait layanan pesan antar makanan secara daring dari tahun 2020 hingga 2021 dikumpulkan dengan menggunakan pendekatan text mining. Data dianalisis menggunakan pemodelan topik dengan Latent Dirichlet Allocation yang diimplementasikan dengan Python. Hasil penelitian ini menemukan tema dari topik-topik yang dihasilkan, yaitu Manfaat Penghematan Biaya, Manfaat Penghematan Waktu, dan Kepercayaan. Studi penelitian ini menemukan bahwa mengenai penggunaan layanan pesan antar makanan secara daring, persepsi dimensi harga, dan dimensi kualitas layanan elektronik melebihi kekhawatiran mengenai efek COVID-19 seperti kualitas makanan dan risiko keamanan. Wawasan dari penelitian ini akan sangat membantu untuk evaluasi kualitas layanan dan penelitian lebih lanjut di industri pesan antar makanan.

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This thesis study aims to explore the issues consumers focus on regarding online food delivery services during the COVID-19 pandemic in Indonesia through social media data. With the accelerated digital transformation in the food and culinary industry, social media discussions about food delivery have emerged. The COVID-19 pandemic in Indonesia has changed consumer habits from dining in to ordering food from home or anywhere. The ongoing COVID-19 pandemic presents challenges regarding food quality and safety, service quality, and consumers’ opinions. This study applied the topic modeling approach to understand consumers’ perspectives on online food delivery services. Consumers’ social media comments and tweets (Instagram and Twitter) related to online food delivery services between 2020 and 2021 were collected using a text mining approach. The data were analyzed using topic modeling with Latent Dirichlet Allocation implemented with Python. The results of this study found several themes from the topics conducted with the Latent Dirichlet Allocation model, which are Price-Saving Benefit, Time-Saving Benefit, and Trustworthiness. This study discovered that regarding usage of online food delivery services, the perception of price and e-service quality dimensions overweight the concerns regarding the effect of COVID-19 like food quality and safety risk. Insights from this study will be helpful for the evaluation of service quality and further research in the food delivery industry."

"Pembelian makanan melalui online food delivery platform belakangan ini menjadi pilihan banyak masyarakat dan penggunannya diprediksi akan terus bertumbuh beberapa tahun ke depan. Pelayanan dari pengemudi online food delivery merupakan faktor penting untuk mencapai kepuasan dari pengguna layanan. Penelitian ini bertujuan untuk meneliti pengaruh dari Service Quality, Customer Perceived Value, dan Trust yang ada pada pengemudi online food delivery service terhadap Customer Satisfaction dengan Trust juga berfungsi sebagai variabel mediasi. Penelitian ini mengambil studi kasus pada pelayanan dari pengemudi ShopeeFood, yaitu salah satu platform online food delivery di Indonesia. Desain penelitian ini menggunakan single cross-sectional secara kuantitatif dan metode pengumpulan data dilakukan dengan menggunakan judgemental sampling. Terdapat sebanyak 287 data yang diperoleh dari pengguna ShopeeFood di area Jabodetabek dan dianalisis menggunakan metode Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini menemukan bahwa Service Quality memiliki pengaruh positif terhadap Customer Satisfaction apabila dimediasi oleh Trust. Selain itu Customer Perceived Value dan Trust juga ditemukan memiliki pengaruh positif terhadap Customer Satisfaction. Penelitian ini juga menemukan bahwa Trust merupakan variabel mediasi yang memiliki dua efek sekaligus yaitu full-mediation terhadap hubungan antara Service Quality dan Customer Satisfaction dan partial-mediation terhadap hubungan antara Customer Perceived Value dan Customer Satisfaction. Penelitian ini memberikan kontribusi berupa saran manajerial untuk meningkatkan pelayanan dari para pengemudi online food delivery.

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The purchase of food through online food delivery platforms has recently become the main choice of many people and its use is predicted to continue to grow in the next few years. The service from the online food delivery personnel or driver is an important factor to achieve satisfaction from service users. This study aims to examine the effect of Service Quality, Customer Perceived Value, and Trust on online food delivery service drivers on Customer Satisfaction with Trust also functioning as a mediating variable. This research takes a case study on services from ShopeeFood drivers, which is one of the online food delivery platforms in Indonesia. The design of this study is a single cross-sectional with quantitative methods and data collection is done by judgmental sampling. There are 287 data obtained from ShopeeFood users in the Greater Jakarta area and analyzed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method. The results of this study found that Service Quality can only have a positive effect on Customer Satisfaction if it is intervened by Trust. In addition, Customer Perceived Value and Trust were also found to have a positive effect on Customer Satisfaction. This study also found that Trust can be a mediating variable by producing two types of effects at once, namely full-mediation and partial-mediation. This study contributes managerial advice to improve the services of online food delivery drivers."

"Penelitian ini bertujuan untuk mengetahui persepsi mengenai layanan aplikasi pengiriman makanan di Indonesia serta bagaimana perbedaannya antara generasi Y dan generasi Z. Variabel yang diteliti pada penelitian ini yaitu pengaruh atribut aplikasi pengiriman makanan (CNV, DSG, TRS, PRC, VFC) terhadap Perceived Value yang selanjutnya mengarah kepada Attitude dan Intention to Coninuously Use. Sampel yang diteliti adalah individu yang berdomisili di Indonesia, berusia 17-41 tahun, dan aktif dalam menggunakan aplikasi pengiriman makanan. Jumlah responden yang berpartisipasi pada penelitian ini adalah 314 responden. Data yang merupakan hasil jawaban dari responden diolah menggunakan metode Structural Equation Modeling (SEM) dan software LISREL. Hasil penelitian ini menunjukkan bahwa Convenience, Trustworthiness, dan Price memiliki pengaruh positif terhadap Perceived Value yang selanjutnya mengarah kepada pengaruh positif terhadap Attitude dan Intention to Contiuously Use. Hasil perbandingan antara generasi Y dan generasi Z menunjukkan mereka tidak memiliki perbedaan signifikan pada pengaruh atribut aplikasi terhadap Perceived Value. Keterbatasan penelitian, implikasi manajerial, dan saran penelitian selanjutnya dijelaskan dalam penelitian ini.

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This study aims to determine the perception of food delivery application in Indonesia and how the difference is between generation Y and generation Z. The variable studied in this study is the effect of food delivery application attributes (CNV, DSG, TRS, PRC, VFC) towards Perceived Value, Attitude, and Intention to Continuously Use. The samples studied were individuals who were domiciled in Indonesia, aged 17-41 years, and were active in using food delivery application. The number of respondents who participated in this study were 314 respondents. All data obtained from respondents' answers are processed using the Structural Equation Modeling (SEM) method and the LISREL software. The results of this study indicate that Convenience, Trustworthiness, and Price have a positive influence on Perceived Value which lead to a positive influence on Attitude and Intention to Continuously Use. The results of the comparison between generation Y and generation Z did not show significant differences in the effect of application attributes towards Perceived Value. Limitations, managerial implications, and recommendations for further research are provided in this study."