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"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."

"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 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."

"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"

"Penggunaan jasa Online Food Delivery (OFD) dapat menyebabkan berlebihnya asupan zat gizi terutama energi dan protein. Tujuan penelitian yaitu diketahuinya hubungan penggunaan jasa OFD terhadap asupan energi dan protein disertai stratifikasi variabel jenis kelamin, uang saku, jenis tempat tinggal, serta aktivitas fisik. Disain penelitian yang digunakan adalah cross sectional dengan jumlah responden terlibat 134 mahasiswa nonkesehatan. Data diambil dari pengisian kuesioner mandiri dan wawancara daring. Data kemudian dianalisis univariat dan bivariat (chi-square). Diketahui adanya hubungan frekuensi penggunaan jasa OFD dengan asupan energi (p-value = 0,001) dan protein (p-value = 0,004). Setelah distratifikasi, ditemukan hubungan antara durasi loyalitas konsumen pengguna jasa OFD dengan asupan energi hanya pada kelompok yang tinggal di rumah orang tua (p-value = 0,042) dan aktivitas fisik kurang (p-value = 0,043), serta terhadap protein hanya pada kelompok aktivitas fisik kurang (p-value = 0,043). Akan tetapi, tidak ada hubungan preferensi makanan dengan asupan energi (p-value = 0,811) dan asupan protein (p-value = 0,894). Peneliti menyarankan perlu adanya penelitian lebih lanjut mengenai penggunaan jasa OFD di luar masa pandemi dan diharapkan adanya peningkatan kesadaran terkait pesan gizi seimbang saat menggunakan jasa OFD, sehingga mahasiswa dapat menghindari risiko asupan energi dan protein berlebih.

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The use of Online Food Delivery (OFD) services can cause an excessive intake of nutrients, especially energy and protein. The purpose of this research is to know the relationship between the use of OFD services on energy and protein intake accompanied by stratification of variables such as sex, pocket money, type of residence, and physical activity. The research design used was cross-sectional, with the number of respondents involved 134 non-health students. Data is taken from filling out independent questionnaires and online interviews. Data were then analyzed univariate and bivariate (chi-square). It is known that there is a correlation between the frequency of use of OFD services with energy intake (p-value = 0.001) and protein (p-value = 0.004). After stratification, a relationship was found between the duration of consumer loyalty of OFD service users with energy intake only in the group who lived at the parents' house (p-value = 0.042) and lack of physical activity (p-value = 0.043), and to protein, only in the group less physical activity (p-value = 0.043). However, there is no relationship between food preferences and energy intake (p-value = 0.811) and protein intake (p-value = 0.894). The researcher suggests that further research is needed regarding the use of OFD services outside the pandemic period, and it is hoped that there will be an increase in awareness regarding balanced nutrition messages when using OFD services so that students can avoid the risk of excessive energy and protein intake."

"Penggunaan layanan Online Food Delivery (OFD) yang kurang terkendali dapat menyebabkan peningkatan asupan makanan dan berpengaruh terhadap kejadian status gizi berlebih/obesitas. Penelitian ini bertujuan untuk mengkaji perbedaan proporsi status gizi berdasarkan penggunaan layanan OFD pada mahasiswa nonkesehatan UI. Penelitian ini melibatkan 136 responden dengan desain studi cross-sectional. Data diambil melalui pengukuran antropometri, pengisian Google Form, dan wawancara untuk dianalisis menggunakan uji Chi-Square dan regresi logistik ganda. Analisis data yang dilakukan adalah univariat, bivariat (chi-square), dan multivariat (regresi logistik ganda). Hasil menunjukkan perbedaan proporsi status gizi yang signifikan berdasarkan durasi loyalitas konsumen, uang saku, dan asupan energi. Setelah dikontrol oleh aktivitas fisik dan asupan energi, ditemukan perbedaan proporsi status gizi berdasarkan preferensi makanan dengan hubungan negatif (p-value = 0,039; OR = 0,213; 95% CI = 0,49—0,93). Asupan energi merupakan faktor dominan dalam pengaruh preferensi makanan terhadap status gizi (OR= 9,605). Penelitian lebih lanjut diperlukan untuk mempertimbangkan aspek lain terkait penggunaan OFD dan status gizi. Mahasiswa nonkesehatan UI disarankan memperhatikan pesan gizi seimbang dalam pemilihan makanan saat menggunakan OFD untuk menghindari risiko status gizi berlebih atau obesitas.

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The uncontrolled use of Online Food Delivery (OFD) services can lead to increased food intake and the occurrence of excessive nutritional status or obesity. This study aims to examine the differences in the proportion of nutritional status based on the use of OFD services among non-health students at UI. The study involved 136 respondents using a cross-sectional study design. Data was collected through anthropometric measurements, Google Form, and interviews to be analyzed using the Chi-Square test and multiple logistic regression. The results showed significant differences in the proportion of nutritional status based on the duration of consumer loyalty, allowance, and energy intake. There were differences in the proportion of nutritional status based on food preferences with a negative relationship after controlling for physical activity and energy intake (p-value = 0.039; OR = 0.213; 95% CI = 0.49—0.93). Energy intake was the dominant factor influencing the relationship between food preferences and nutritional status (OR = 9.605). Further research is needed to consider other aspects of OFD services and nutritional status. Non-health students at UI are advised to pay attention to balanced nutrition when selecting food through OFD to avoid the risk of excessive nutritional status or obesity."

"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."

"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."