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"Industri aplikasi pesan antar makanan tumbuh pesat dalam beberapa tahun terakhir di Indonesia karena banyak menyediakan berbagai jenis promosi harga dan kemudahan penggunaan yang dirasakan konsumen. Penelitian ini bertujuan untuk mengetahui bagaimana perbedaan promotional framing terhadap intensi membeli kembali konsumen di aplikasi pesan antar makanan sambil melihat peran persepsi kemudahan sebagai moderator. Penelitian dilakukan secara eksperimental terhadap 338 responden mahasiswa pengguna aplikasi pesan antar makanan berusia 17-25 tahun. Manipulasi dilakukan dengan memberikan promotional framing tipe gift dan bundling secara acak kepada responden kemudian dilakukan pengukuran terhadap dua variabel lainnya. Hasil menunjukkan bahwa tidak terdapat perbedaan signifikan antara kelompok promotional framing tipe gift dan bundling. Persepsi kemudahan penggunaan juga tidak terbukti sebagai moderator, namun memiliki pengaruh langsung terhadap intensi membeli kembali di aplikasi pesan antar makanan

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The food delivery app industry has grown rapidly in recent years throughout Indonesia because it provides various types of price promotions and the ease of use perceived by consumers. This study aims to determine the effect of promotional framing type on repurchase intention in food delivery apps while looking at the role of perceived ease of use as a moderator. The study was conducted experimentally to 338 college students who use the food delivery app with the age range 17-25 years old. Manipulation is done by giving a random promotional framing in the types of gift and bundling to the respondent and following with measure the other two variables. The results showed that there was no significant difference between the group of promotional framing gifts and bundling types. Perceived ease of use is also not proven as a moderator but has a direct influence on repurchase intention in food delivery apps."

"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."

"Pesatnya penggunaan aplikasi on demand menjadi salah satu faktor yang mempengaruhi perusahaan penyedia aplikasi yang dapat membantu konsumen dalam memenuhi kebutuhan seharinya. Penelitian ini ingin membahas salah satu layanan pesan antar makanan yang tersedia di masing-masing aplikasi tersebut yaitu Gofood dan Grabfood. Perkembangan layanan Gofood dan Grabfood yang pesat juga mempengaruhi pola konsumsi konsumen Muslim di Indonesia, sehingga cenderung untuk melakukan konversi. Kemudian penelitian ini ingin mengetahui faktor-faktor yang mempengaruhi konversi. Penelitian ini dilakukan mixed method dengan melakukan focus group discussion dan menyebarkan kuesioner. Berdasarkan hasil FGD terdapat variabel lain yang dianggap memberi pengaruh pada konversi yaitu desain pembayaran sehingga variabel laten yang diteliti pada penelitian ini diantaranya desain visual, desain informasi, desain navigasi, desain pembayaran, dan desain kolaborasi. Penelitian ini menggunakan Structural Equation Modelling (SEM) dengan mengolah data kuesioner yang memiliki skala likert 1-7 menggunakan SPSS 28 dan SmartPLS 3.0. Dihasilkan bahwa desain informasi, desain navigasi, desain pembayaran dan desain kolaborasi mempengaruhi konversi penggunaan layanan Gofood dan Grabfood. Namun desain visual tidak mempengaruhi konversi penggunaan layanan Gofood dan Grabfood oleh konsumen Muslim di Indonesia.

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The rapid use of on-demand applications is one of the factors influencing application provider companies that can assist consumers in meeting their daily needs. This study wants to discuss one of the food delivery services available in each of these applications, namely Gofood and Grabfood. The rapid development of Gofood and Grabfood services also affects the consumption patterns of Muslim consumers in Indonesia, so they tend to convert. Then this research wants to know the factors that affect the conversion. This research was carried out with a mixed method by conducting focus group discussions and distributing questionnaires. Based on the results of the FGD, there are other variables that are considered to have an influence on the conversion, namely payment design so that the latent variables studied in this study include visual design, information design, navigation design, payment design, and collaboration design. This study uses Structural Equation Modeling (SEM) by processing questionnaire data which has a Likert scale of 1-7 using SPSS 28 and SmartPLS 3.0. The result is that information design, navigation design, payment design and collaboration design affect the conversion of Gofood and Grabfood service usage. However, the visual design does not affect the conversion of the use of Gofood and Grabfood services by Muslim consumers in Indonesia."

"Perkembangan teknologi mampu memenuhi berbagai aspek kebutuhan konsumen. Membuat konsumen lebih peka terhadap tingkat kecepatan dan layanan instan. Aplikasi food delivery menjadi salah satu solusi bagi konsumen yang butuh servis dalam waktu cepat. Sktipsi ini membahas tentang atribut kualitas aplikasi pengiriman makanan (kenyamanan, desain, kebenaran, harga, berbagai pilihan makanan) dan pengaruhnya terhadap nilai-nilai yang dirasakan, sikap, dan niat untuk terus digunakan pada pengguna milenial di Indonesia dengan jumlah anggota rumah tangga rumah tangga satu orang dan rumah tangga multi-orang sebagai variabel moderasi. Rancangan Jenis penelitian yang digunakan adalah deskriptif konklusif dan single cross sectional.Pengolahan data menggunakan Partial Least Square - Sequential Equation Modeling (PLS-SEM) dan metode Analisis PLS-MultiGroup menggunakan SmartPLS 3. Hasil penelitian menunjukkan bahwa harga merupakan atribut dari kualitas aplikasi perpesanan di antara makanan terpenting bagi konsumen di Indonesia dan jumlah anggotanya rumah (rumah tangga single-person dan multi-person) tidak memberikan pengaruh moderat.

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Technological developments are able to meet various aspects of consumer needs. Make consumers more sensitive to the level of speed and instant service. The food delivery application is one solution for consumers who need fast service. This thesis discusses the quality attributes of food delivery applications (convenience, design, correctness, price, various food choices) and their effect on perceived values, attitudes, and intentions to continue to be used by millennial users in Indonesia with the number of household members. single person and multi-person households as moderating variables. Design The type of research used is conclusive descriptive and single cross sectional.

Data processing uses Partial Least Square - Sequential Equation Modeling (PLS-SEM) and the PLS-MultiGroup analysis method using SmartPLS 3.The results show that price is an attribute of the quality of the messaging application among the most important foods for consumers in Indonesia and the number of members of the house (house). single-person and multi-person charts) did not exert moderate influence."

"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."

"Penelitian ini berfokus pada penggunaan model Stimulus Organism Response (SOR) untuk menganalisis pengaruh karakteristik platform terhadap loyalitas perilaku konsumen pada food delivery applications. Ekspektasi yang tinggi dari pengguna platform food delivery applications kepada pedagang makanan di platform tersebut tidak berbanding lurus dengan kemampuan literasi digital para pelaku usaha mikro di bidang kuliner selama proses migrasi dari convenience store ke platform digital. Penelitian sebelumnya terkait pengaruh karakteristik platform terhadap loyalitas pelanggan menggunakan model SOR dalam konteks platform yang berbeda, disisi lain penelitian terkait aplikasi food delivery applications pada penelitian sebelumnya didominasi oleh penggunaan kerangka teori yang berbeda. Penelitian ini menggunakan perspektif Stimulus-Organism-Response (SOR) pada food delivery applications (Platform to Consumer) dengan pengembangan variabel organism menggunakan mediasi perceived value dan customer satisfaction. Unit analisis penelitian ini adalah individu berusia 14–35 tahun yang pernah membeli produk kuliner UMKM skala mikro melalui food delivery applications dengan 276 responden dan pengolahan data menggunakan Structural Equation Modeling (SEM). Hasil menunjukkan bahwa system quality dan customization berpengaruh pada perceived value dan customer satisfaction. Perceived value dan customer satisfaction mempengaruhi loyalitas perilaku konsumen. Pedagang UMKM golongan usaha mikro perlu memperhatikan kualitas makanan dan menyesuaikan produknya dengan keinginan pelanggan pada food delivery applications.

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This study focuses on using the Stimulus Organism Response (SOR) model to analyze the influence of platform characteristics on customer loyalty intention in food delivery applications. High expectations from food delivery application users to food merchants on the platform are not directly proportional to the digital literacy capabilities of micro business actors in the culinary field during the migration process from convenience stores to digital platforms. Previous studies related to the influence of platform characteristics on customer loyalty with the SOR model in the context of different platforms and studies related to food delivery applications in previous studies were dominated by the use of different theoretical frameworks. This research uses a Stimulus-Organism-Response (SOR) perspective on food delivery applications (Platform to Consumer) with the development of the organism variable using perceived value and satisfaction mediation. The unit analysis of this research is individuals aged 14–35 years who have purchased micro-scale SME culinary products through the food delivery applications with 276 respondents and data processing with Structural Equation Modeling (SEM). Results show that system quality and customization have an effect on perceived value and customer satisfaction. Perceived value and customer satisfaction affect customer loyalty intention. SME merchants need to pay attention for food quality and customize it to the customer's wishes on food delivery applications platform."

"Gojek dan Grab merupakan perusahaan online food delivery application dengan pangsa pasar terbesar di Indonesia. Dengan pelayanan mereka yang canggih dan kehadiran teknologi Artificial Intelligence (AI) yang revolusioner, keduanya telah berhasil mendominasi pangsa pasar terbesar di negara ini. Melalui penerapan AI, Gojek dan Grab mampu memberikan pengalaman pemesanan makanan online yang lebih nyaman dan efisien bagi pengguna mereka. Teknologi AI ini memungkinkan mereka untuk menyediakan rekomendasi makanan yang tepat, mempercepat proses pengiriman, serta meningkatkan kepuasan pelanggan secara keseluruhan. AI memiliki peranan yang sangat penting dalam menyediakan pengalaman konsumen yang lebih baik, yang dapat memperkuat hubungan antara konsumen dan merek serta menjadi diferensiasi merek tersebut. Dalam penelitian ini yang didasarkan pada model stimulus-organisme-respons, penelitian ini mengkaji pengaruh AI terhadap brand preference untuk layanan online food delivery di Indonesia. Metode Structural Equation Modeling Partial Least Square digunakan untuk menganalisis 320 responden yang diperoleh dari survei kuesioner. Hasil penelitian menunjukkan bahwa AI marketing efforts memiliki dampak yang signifikan terhadap brand experience, brand preference, dan repurchase intention. Secara khusus, personalization, information, dan accessibility dalam upaya pemasaran AI terbukti berpengaruh terhadap brand experience. Temuan ini akan membantu perusahaan aplikasi online food delivery dalam merancang kegiatan pemasaran AI dan merumuskan strategi pemasaran yang lebih baik.

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Gojek and Grab are online food delivery application companies with the largest market share in Indonesia. With their sophisticated services and the presence of revolutionary Artificial Intelligence (AI) technology, both of them have succeeded in dominating the largest market share in this country. Through the implementation of AI, Gojek and Grab are able to provide a more convenient and efficient online food ordering experience for their users. This AI technology allows them to provide the right food recommendations, speed up the delivery process, and increase overall customer satisfaction. AI has a very important role in providing a better consumer experience, which can strengthen the relationship between consumers and brands and differentiate the brand. In this study, which is based on the stimulus-organism-response model, this study examines the effect of AI on brand preference for online food delivery services in Indonesia. The Structural Equation Modeling Partial Least Square method was used to analyze 320 respondents obtained from a questionnaire survey. The results of the study show that AI marketing efforts have a significant impact on brand experience, brand preference and repurchase intention. In particular, personalization, information, and accessibility in AI marketing efforts have proven to have an effect on brand experience. These findings will help online food delivery application companies design AI marketing activities and develop better marketing strategies."

"Layanan Online Food Delivery (OFD) merupakan metode yang populer di Indonesia untuk memesan makanan dan minuman dibandingkan metode lainnya seperti melalui telepon, aplikasi mobile restoran, dan website restoran. Transaksi layanan OFD di Indonesia berkembang dengan pesat dan semakin populer dibandingkan sebelum pandemi COVID-19. Tujuan penelitian ini adalah untuk mengetahui pengaruh struktural antar variabel yang meliputi hedonic motivation, time saving orientation, price saving orientation, prior online purchase experience, information fit-to-task, visual appeal, convenience motivation, post-usage usefulness, attitude, dan repurchase intention pada layanan OFD di Indonesia. Penelitian ini mengacu pada theory of planned behavior, technology acceptance model, dan adopsi parsial dari extended information technology continuance model. Penelitian ini pun dilakukan untuk mengetahui perubahan perilaku konsumen dalam menggunakan layanan OFD sebelum dan selama pandemi COVID-19 di Indonesia. Dalam penelitian ini data dikumpulkan dari 207 pengguna layanan Go-Food atau GrabFood dan diolah menggunakan Structural Equation Modeling (SEM) pada perangkat lunak LISREL 8.54. Hasil penelitian menunjukkan bahwa delapan dari enam belas hipotesis yang diajukan memiliki pengaruh signifikan. Price saving orientation, time saving orientation, dan prior online purchase experience secara signifikan berpengaruh positif terhadap convenience motivation. Time saving orientation, prior online purchase experience, dan convenience motivation secara signifikan berpengaruh positif terhadap post-usage usefulness. Post-usage usefulness secara signifikan berpengaruh positif terhadap attitude dan repurchase intention konsumen pada layanan OFD. Penelitian ini menunjukkan bahwa setelah pandemi COVID-19 berakhir, 28.50% responden akan meningkatkan frekuensi pembelian makanan dan minuman melalui layanan OFD, 29.47% responden akan mengurangi, dan sisanya dengan frekuensi yang tetap

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Online Food Delivery (OFD) services in Indonesia is the most popular way to order food and beverage (F&B) compared to other methods such as telephone, restaurant mobile application, and restaurant website. OFD services transaction in Indonesia is growing rapidly and become more popular compared to before COVID-19 pandemic. The purpose of this study is to examine structural relationship between hedonic motivation, time saving orientation, price saving orientation, prior online purchase experience, information fit-to-task, visual appeal, convenience motivation, post-usage usefulness, attitude, and repurchase intention towards OFD services in Indonesia. This study based on theory of planned behavior, technology acceptance model, and partial adoption of extended information technology continuance model. This study also examines consumers change of behavior in using OFD services before and during COVID-19 pandemic in Indonesia. 207 questionnaires were collected from Go-Food or GrabFood user to empirically test the research model using the Structural Equation Modeling (SEM) on LISREL 8.54. The results imply that eight from sixteen proposed hypotheses were supported. Price saving orientation, time saving orientation, and prior online purchase experience have a significant positive influence towards convenience motivation. Time saving orientation, prior online purchase experience, and convenience motivation have a significant positive influence towards post-usage usefulness. Post-usage usefulness has a significant positive influence towards attitude and repurchase intention on using OFD services. This study also found that after pandemic COVID-19 ends, 28.50% of the respondents will increase the frequency of purchasing F&B through OFD services, 29.47% will reduce, and the rest will remain same"

"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."

"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."