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"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."

"Penjualan makanan melalui online food delivery terus tumbuh secara signifikan seiring dengan perubahan pola konsumsi konsumen. Kebutuhan untuk membedakan layanan penjualan secara intuitif melalui berbagai isyarat stimulus telah menghasilkan brand experience yang beragam. Studi ini meneliti pengaruh visual element—fokus pada warna brand, deskripsi makanan, logo brand, dan gambar makanan sebagai stimulus visual brand—terhadap brand experience. Dengan pendekatan kuantitatif yang melibatkan 350 responden, studi ini menunjukkan bukti kuat tentang pengaruh stimulus element visuals yang secara positif meningkatkan sensory brand experience, affective, dan cognitive yang lebih baik. Secara khusus, sensory brand experience dan cognitive brand experience memiliki dampak yang lebih signifikan dalam mengembangkan brand knowledge, brand attachment, brand trust, dan repurchase intention. Hasil studi ini menyarankan kepada peritel makanan untuk lebih baik mengidentifikasi aspek-aspek penting dari elemen visual yang secara positif membentuk pengalaman brand secara kognitif, afektif, dan sensorik. Studi ini juga menyoroti pentingnya sensory brand experience dan cognitive brand experience dalam meningkatkan knowledge, attachment, trust, dan repurchase intention ketika memesan makanan melalui online food delivery. Food Retailer harus memprioritaskan elemen visual yang konsisten dan selaras dengan nilai-nilai brand dan konsumen jika mereka ingin berinvestasi secara efektif dalam strategi digital.

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Online food delivery sales continue to grow significantly, driven by changes in consumers’ consumption patterns. The need to differentiate sales services intuitively through visual elements stimulates cues influencing consumers’ brand experiences. This study examines the effect of visual elements—focusing brand color, food descriptions, brand logos, and food images as visual stimuli—on brand experiences. Using a quantitative approach with 350 respondents, the findings reveal strong evidence of the growing influence of visual stimuli in creating enhanced sensory, affective, and cognitive experiences. Notably, sensory and cognitive experiences have a more significant impact on developing brand knowledge, brand attachment, brand trust, and repurchase intentions when ordering food and beverages via online food delivery apps. Brand knowledge and brand attachment fully mediate the impact of cognitive brand experience on brand trust. The Findings have interesting implications for food retailers who wish to address emerging shopping experiences and create differentiating brand identity while still maintaining trust to sustain their business. Food Retailers must prioritize consistent visual elements that align with the values of both the brand and consumers if they aim to invest in digital strategies effectively."

"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."