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Abstract
Adanya pembatasan aktivitas di luar rumah atau social distancing menyebabkan munculnya berbagai layanan pesan antar makanan dimana merupakan solusi alternatif untuk memenuhi kebutuhan konsumen di tengah Covid-19. Penelitian ini bertujuan untuk membangun model terintegrasi untuk menguji hubungan motivasi kenyamanan dan kegunaan pasca penggunaan serta beberapa faktor lainnya terhadap sikap dan niat perilaku konsumen layanan pesan antar makanan online, dengan studi kasus pada 3 layanan pesan antar makanan online terbesar di Indonesia yaitu Go-Food, Grab-Food dan Shopee Food. Metodologi pendekatan yang digunakan adalah Kuantitatif dengan jenis sampel menggunakan teknik sampling. 240 data kuesioner responden yang valid dirangkum untuk menguji model penelitian dengan menggunakan PLS (partial least square). Hasil penelitian ini menunjukkan bahwa hipotesis yang diajukan didukung, kecuali pada hubungan motivasi hedonis dan kegunaan pasca penggunaan, hubungan orientasi penghematan harga dan motivasi kenyamanan, dan hubungan orientasi penghematan harga dan kegunaan pasca penggunaan. Keterbatasan penelitian adalah pada proporsi responden dari penyebaran kuesioner pada penelitian ini, dirasa kurang merata karena berdasarkan hasil mayoritas berasal dari pulau jawa, dan didominasi oleh usia 18-23 tahun serta juga responden didominasi oleh perempuan yang dimana tidak cukup untuk mewakili populasi. Sebagai implikasi baiknya bagi pihak layanan pesan antar makanan online benar-benar memperhatikan terkait faktor yang dapat memicu konsumen atau pelanggan mereka. Dengan memperhatikan faktor-faktor yang dapat mempengaruhi sikap dan niat perilaku ini dapat menghasilkan menarik konsumen untuk menggunakan aplikasi layanan pesan antar makanan online secara terus-menerus.
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Copyright (c) 2022 Mega Nurwani, Istyakara Muslichah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
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- Ajzen, I. (1991). The Theory of Planned Behavior. Organizational Behavior and Human Decision Processes, 50(2), pp.179-211.
- Ajzen, I & Fishbein, M. (1977). Attitude-behavior relations: A theoretical analysis and review of empirical research. Psychological Bulletin, 84(5), pp.888-918.
- Alreck, P. L., & Settle, R., B. (2002). The hurried consumer: time-saving perceptions of Internet and catalogue shopping J. Database Mark. Cust. Strategy Management, 10(1), pp.25–35.
- Anderson, R. E., & Srinivasan, S., S. (2003). E-satisfaction and e-loyalty A contingency framework. Psychol. Mark, 20(2), pp.123–138.
- Al Amin M., Arefin MS., Sultana N., Islam MR., Jahan I., & Akhtar, A. (2020). Evaluating the customers’ dining attitudes, e-satisfaction and continuance intention toward mobile food ordering apps (MFOAs): evidence from Bangladesh. Eur J Manag Bus Econ, 30(2), pp.211-229. doi:10.1108/EJMBE-04-2020-0066
- Berakon I., Aji H., M., & Hafizi, MR. (2022). Impact of digital Sharia banking systems on cash-waqf among Indonesian Muslim youth. Journal of Islamic Marketing, 13(7), pp.1551-1573.
- Bhattacherjee, A. (2001). Understanding information systems continuance: an expectation-confirmation model. MIS Q, 25(3), pp.351–370.
- Bhattacherjee, A., Perols, J., & Sanford, C. (2008a). Information technology continuance: a theoretical extension and empirical test. J. Comput. Inf. Syst, 49(1), pp.17–26.
- Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2002). Hedonic and utilitarian motivations for online retail shopping behavior. J. Retail, 77(4), pp.511–535.
- Chen H. S., Liang C. H., Liao S. Y., & Kuo, H., Y. (2020). Consumer attitudes and purchase intentions toward food delivery platform services. Sustain, 12(23), pp.1-18.
- Chen L., & Yang, X. (2019). Using EPPM to Evaluate the Effectiveness of Fear Appeal Messages Across Different Media Outlets to Increase the Intention of Breast Self-Examination Among Chinese Women. Health Commun, 34(11), pp.1369-1376.
- Chen Y. H., Hsu I. C., & Lin, CC. (2010). Website attributes that increase consumer purchase intention: A conjoint analysis. J Bus Res, 63(9-10), pp.1007-1014.
- Choi, D., & Jhonson, K., A. (2019). Influences of environmental and hedonic motivations on intention to purchase green products: An extension of the theory of planned behavior. Sustainable Production and Consumption, 18, pp.145-155.
- Davis, F., D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), pp.319-340.
- Davis FD., Bagozzi RP., & Warshaw, P., R. (1986) User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Manage Sci, 35(8), pp.982-1003.
- Darke, P. R., Freedman, J. L., & Chaiken, S. (1995). Percentage discounts, initial price, and bargain hunting: a heuristic approach to price search behavior. Journal Appl. Psychol, 80(5), pp.580-286.
- Doni, A. (2021). Pemanfaatan internet ciptakan ruang kreatif dan produktivitas, view 19 Maret 2021, https://www.kominfo.go.id/content/detail/33933/pemanfaatan-internet-ciptakan-ruang-kreatif-dan-produktivitas/0/artikel
- Escobar-Rodríguez, T., & Carvajal-Trujillo, E. (2013). Online drivers of consumer purchase of website airline tickets. J. Air Transp. Manag, 32, pp.58–64.
- Escobar-Rodríguez, T., & Carvajal-Trujillo, E., 2014. Online purchasing tickets for low cost carriers: an application of the unified theory of acceptance and use of technology (UTAUT) model. Tour. Manag, 43, pp.70–88.
- Fishbein, M. and Ajzen, I. (1975) Belief, attitude, intention and behaviour: An introduction to theory and research. Massachusetts: Addison-Wesley Publishing Company.
- Fishbein, M., Jaccard, J., Davidson, A. R., Ajzen, I., & Loken, B. (1980). Predicting and understanding family planning behaviors. In I. Ajzen, & M. Fishbein (Eds.). Understanding attitudes and predicting social behavior, 35, pp.1162-1174.
- F. Davis, R., Bagozzi, & P. Warshaw, A. (1989). User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, 35(8), pp.982-1003.
- Gagah & Agung, N. (2019). Factors that Influence the Attitude and Behavioral Intention of Indonesian Users toward Online Food Delivery Service by the Go–Food Application. Business and Management Research, 72, pp.204-210.
- Ghozali, Imam , L. (2015). Konsep, Teknik, Aplikasi Menggunakan Smart PLS 3.0 Untuk Penelitian Empiris. BP Undip. Semarang
- Hair, A. (2014). Multivariate Data Analysis, New International Edition. New Jersey : Pearson.
- Hürtgen S., Voswinkel S., & Subjektivierung der Biographie, B. (2012). Lebensorientierungen und Anspruchshaltungen. Osterr Zeitschrift für Soziologie, 37(4), pp.347-365.
- J. G. Plate, J. (2020). Terjadi pergeseran penggunaan internet selama masa pandemic, view 24 April 2020, https://www.kominfo.go.id/content/detail/26060/terjadi-pergeseran-penggunaan-internet-selama-masa-pandemi/0/berita_satker
- Jung HJ., Choi YJ., & Oh KW., A. (2020). Influencing factors of Chinese consumers’ purchase intention to sustainable apparel products: Exploring consumer “attitude–behavioral intention” gap’, Sustain. 12(5), pp.1-14.
- Khajehzadeh, S., Oppewal, H., & Tojib, D. (2014). Consumer responses to mobile coupons: the roles of shopping motivation and regulatory fit. J. Bus. Res, 67(11), pp.2447–2455.
- Kotler, P., & Armstrong, G. (2015). Principles of Marketing. Pearson Inf. Management, 52(1), pp.44–60.
- Kuo, Y. F, & Yen, S., N. (2009). Towards an understanding of the behavioral intention to use 3G mobile value-added services. Comput. Hum. Behaviour, 25(1), pp.103–110.
- Kementerian Koordinator Bidang Perekonomian (2021). Penerapan PPKM untuk mengendalikan laju Covid-19 dan menjaga kehidupan masyarakat, Kemenko Perekonomian RI, Jakarta.
- L. Teck-Chiang & David, N. C., Y. (2019). Online Food Delivery Services: Making Food Delivery the New Normal. Journal of Marketing Advances and Practices, 1(1), pp.11-17.
- L. A. Jiang, Zhilin, Y., & Minjoon, J. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), pp.191-214.
- Madden TJ., Ellen PS., & Ajzen, I. (1992). A Comparison of the Theory of Planned Behavior and the Theory of Reasoned Action. Personal Soc Psychol Bull, 18(1), pp.3-9.
- Muslichah, I., & Krisnamurti, A., I. (2020). Antecedents of Intention to Buy Non-Muslim Halal Fast Foods: Evidence from the Biggest Muslim Population Country. JBTI : Jurnal Bisnis : Teori dan Implementasi, 12(2), pp.115-128.
- Nagle, T., Hogan, J., Zale, J. (2010). The Strategy and Tactics of Pricing: a Guide to Profitable Decision Making Routledge. United Kingdom, 3, pp.221–234.
- Notoatmodjo, S. (2002). Metode Penelitian Kesehatan. Jakarta : Rineka Cipta.
- N. Nastiti & Indira, R. (2019). Behavioral Intention of Consumer towards The Existence of Go-Food. Jurnal Manajemen dan Bisnis, 16(2), pp.136-143.
- Noverius, L. (2021). Generasi Z dalam memesan makanan online. kontan.co.id, 08 Juni 2021, https://amp.kontan.co.id/news/ini-platform-pilihan-favorit-generasi-z-indonesia-dalam-memesan-makanan-online
- Novita & Husna N., A. (2020). The Influence Factors of Consumer Behavioral Intention Towards Online Food Delivery Services. Jurnal TECHNOBIZ, 3(2), pp.40-42.
- Rahajeng K., H. (2021). 50% Generasi Z Indonesia pilih layanan pesan antar makanan GrabFood. CNBC Indonesia, 14 juni 2021, https://www.cnbcindonesia.com/tech/20210614102310-37-252849/50-generasi-z-indonesia-pilih-layanan-pesan-makanan-grabfood
- Rezaei S., Ali F., Amin M., & Jayashree, S. (2016). Online impulse buying of tourism products. J Hosp Tour Technol, 7(1), pp.60-83.
- Rezaei S., Shahijan MK., Valaei N., Rahimi R., & Ismail, W. (2018). Experienced international business traveller’s behaviour in Iran: A partial least squares path modelling analysis. Tour Hosp Res, 18(2), pp.163-190.
- Roscoe, J., T. (1975). Fundamentals Research Statistics for Behavioural Sciences. (2nd.). in Hill, R. (1998). “What Sample Size is ‘Enough’ in Internet Survey Research Interpersonal Computing and Technology. An electronic Journal for the 21st Century, pp.54-60.
- Sanchez-fernandez, R., Iniesta-Bonillo, M. A., Holbrook, M., B. (2009). Konseptualisasi dan Pengukuran Nilai Konsumen dalam Layanan. International Journal Marketing Research, 51, pp.1–17.
- Setyowati, D. (2021). Peta persaingan Grabfood dan Grabfood di tengah kehadiran ShopeeFood, viewed 28 Januari 2021, https://katadata.co.id/desysetyowati/digital/601279c09f33d/peta-persaingan-grabfood-dan-gofood-di-tengah-kehadiran-shopeefood
- Shen C. wen, Min Chen & Wang, C. (2019). Analyzing the trend of O2O commerce by bilingual text mining on social media. Comput Human Behav, 101, pp.474-483.
- So, K. K .F., King, C., Sparks, B. A., & Wang, Y. (2016). The role ofcustomer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), pp.64-78.
- Taylor, S., & Todd P., A. (1995). Understanding information technology usage: a test of competing models. Inf. Syst. Res, 6(2), pp.144–176.
- Thamizhvanan, A., & Xavier, M., J. (2013). Determinants of customers' online purchase intention: an empirical study in India. J. Indian Bus. Res, 5(1), pp.17–32.
- To, P.-L., Liao, C., & Lin, T., H. (2007). Shopping motivations on Internet: a study based on utilitarian and hedonic value. Technovation management, vol. 27 (12), pp 774–787.
- Tommasetti, A., Singer, P., Troisi, O., & Maione, G. (2018). Extended theory of planned behavior (ETPB): investigating customers perception of restaurants sustainability by testing a structural equation model. Sustainability (Sustainability), 10(7), pp.1-21.
- Tri, Y. P., Hans, T., Martinus, M., Christoper, H., Michael N., Satria, F., Bobby, A., & Anak Agung Ngurah, P., R. (2021). Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity Article, 7(1), pp.1-17
- Wu, Iang, L., & Chan, L. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: an integration of justice, technology, and trust. Int. J. Inf. Management, 33(1), pp.166–176.
- Vincent Cheow Sern Yeo, A., See-Kwong, G., & Sajad, R. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, pp.150-162.
References
Ajzen, I. (1987). Attitudes, traits and actions: dispositional prediction of behavior in social psychology. Advances in Experimental Social Psychology, 18(2), pp.181-189.
Ajzen, I. (1991). The Theory of Planned Behavior. Organizational Behavior and Human Decision Processes, 50(2), pp.179-211.
Ajzen, I & Fishbein, M. (1977). Attitude-behavior relations: A theoretical analysis and review of empirical research. Psychological Bulletin, 84(5), pp.888-918.
Alreck, P. L., & Settle, R., B. (2002). The hurried consumer: time-saving perceptions of Internet and catalogue shopping J. Database Mark. Cust. Strategy Management, 10(1), pp.25–35.
Anderson, R. E., & Srinivasan, S., S. (2003). E-satisfaction and e-loyalty A contingency framework. Psychol. Mark, 20(2), pp.123–138.
Al Amin M., Arefin MS., Sultana N., Islam MR., Jahan I., & Akhtar, A. (2020). Evaluating the customers’ dining attitudes, e-satisfaction and continuance intention toward mobile food ordering apps (MFOAs): evidence from Bangladesh. Eur J Manag Bus Econ, 30(2), pp.211-229. doi:10.1108/EJMBE-04-2020-0066
Berakon I., Aji H., M., & Hafizi, MR. (2022). Impact of digital Sharia banking systems on cash-waqf among Indonesian Muslim youth. Journal of Islamic Marketing, 13(7), pp.1551-1573.
Bhattacherjee, A. (2001). Understanding information systems continuance: an expectation-confirmation model. MIS Q, 25(3), pp.351–370.
Bhattacherjee, A., Perols, J., & Sanford, C. (2008a). Information technology continuance: a theoretical extension and empirical test. J. Comput. Inf. Syst, 49(1), pp.17–26.
Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2002). Hedonic and utilitarian motivations for online retail shopping behavior. J. Retail, 77(4), pp.511–535.
Chen H. S., Liang C. H., Liao S. Y., & Kuo, H., Y. (2020). Consumer attitudes and purchase intentions toward food delivery platform services. Sustain, 12(23), pp.1-18.
Chen L., & Yang, X. (2019). Using EPPM to Evaluate the Effectiveness of Fear Appeal Messages Across Different Media Outlets to Increase the Intention of Breast Self-Examination Among Chinese Women. Health Commun, 34(11), pp.1369-1376.
Chen Y. H., Hsu I. C., & Lin, CC. (2010). Website attributes that increase consumer purchase intention: A conjoint analysis. J Bus Res, 63(9-10), pp.1007-1014.
Choi, D., & Jhonson, K., A. (2019). Influences of environmental and hedonic motivations on intention to purchase green products: An extension of the theory of planned behavior. Sustainable Production and Consumption, 18, pp.145-155.
Davis, F., D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), pp.319-340.
Davis FD., Bagozzi RP., & Warshaw, P., R. (1986) User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Manage Sci, 35(8), pp.982-1003.
Darke, P. R., Freedman, J. L., & Chaiken, S. (1995). Percentage discounts, initial price, and bargain hunting: a heuristic approach to price search behavior. Journal Appl. Psychol, 80(5), pp.580-286.
Doni, A. (2021). Pemanfaatan internet ciptakan ruang kreatif dan produktivitas, view 19 Maret 2021, https://www.kominfo.go.id/content/detail/33933/pemanfaatan-internet-ciptakan-ruang-kreatif-dan-produktivitas/0/artikel
Escobar-Rodríguez, T., & Carvajal-Trujillo, E. (2013). Online drivers of consumer purchase of website airline tickets. J. Air Transp. Manag, 32, pp.58–64.
Escobar-Rodríguez, T., & Carvajal-Trujillo, E., 2014. Online purchasing tickets for low cost carriers: an application of the unified theory of acceptance and use of technology (UTAUT) model. Tour. Manag, 43, pp.70–88.
Fishbein, M. and Ajzen, I. (1975) Belief, attitude, intention and behaviour: An introduction to theory and research. Massachusetts: Addison-Wesley Publishing Company.
Fishbein, M., Jaccard, J., Davidson, A. R., Ajzen, I., & Loken, B. (1980). Predicting and understanding family planning behaviors. In I. Ajzen, & M. Fishbein (Eds.). Understanding attitudes and predicting social behavior, 35, pp.1162-1174.
F. Davis, R., Bagozzi, & P. Warshaw, A. (1989). User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, 35(8), pp.982-1003.
Gagah & Agung, N. (2019). Factors that Influence the Attitude and Behavioral Intention of Indonesian Users toward Online Food Delivery Service by the Go–Food Application. Business and Management Research, 72, pp.204-210.
Ghozali, Imam , L. (2015). Konsep, Teknik, Aplikasi Menggunakan Smart PLS 3.0 Untuk Penelitian Empiris. BP Undip. Semarang
Hair, A. (2014). Multivariate Data Analysis, New International Edition. New Jersey : Pearson.
Hürtgen S., Voswinkel S., & Subjektivierung der Biographie, B. (2012). Lebensorientierungen und Anspruchshaltungen. Osterr Zeitschrift für Soziologie, 37(4), pp.347-365.
J. G. Plate, J. (2020). Terjadi pergeseran penggunaan internet selama masa pandemic, view 24 April 2020, https://www.kominfo.go.id/content/detail/26060/terjadi-pergeseran-penggunaan-internet-selama-masa-pandemi/0/berita_satker
Jung HJ., Choi YJ., & Oh KW., A. (2020). Influencing factors of Chinese consumers’ purchase intention to sustainable apparel products: Exploring consumer “attitude–behavioral intention” gap’, Sustain. 12(5), pp.1-14.
Khajehzadeh, S., Oppewal, H., & Tojib, D. (2014). Consumer responses to mobile coupons: the roles of shopping motivation and regulatory fit. J. Bus. Res, 67(11), pp.2447–2455.
Kotler, P., & Armstrong, G. (2015). Principles of Marketing. Pearson Inf. Management, 52(1), pp.44–60.
Kuo, Y. F, & Yen, S., N. (2009). Towards an understanding of the behavioral intention to use 3G mobile value-added services. Comput. Hum. Behaviour, 25(1), pp.103–110.
Kementerian Koordinator Bidang Perekonomian (2021). Penerapan PPKM untuk mengendalikan laju Covid-19 dan menjaga kehidupan masyarakat, Kemenko Perekonomian RI, Jakarta.
L. Teck-Chiang & David, N. C., Y. (2019). Online Food Delivery Services: Making Food Delivery the New Normal. Journal of Marketing Advances and Practices, 1(1), pp.11-17.
L. A. Jiang, Zhilin, Y., & Minjoon, J. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), pp.191-214.
Madden TJ., Ellen PS., & Ajzen, I. (1992). A Comparison of the Theory of Planned Behavior and the Theory of Reasoned Action. Personal Soc Psychol Bull, 18(1), pp.3-9.
Muslichah, I., & Krisnamurti, A., I. (2020). Antecedents of Intention to Buy Non-Muslim Halal Fast Foods: Evidence from the Biggest Muslim Population Country. JBTI : Jurnal Bisnis : Teori dan Implementasi, 12(2), pp.115-128.
Nagle, T., Hogan, J., Zale, J. (2010). The Strategy and Tactics of Pricing: a Guide to Profitable Decision Making Routledge. United Kingdom, 3, pp.221–234.
Notoatmodjo, S. (2002). Metode Penelitian Kesehatan. Jakarta : Rineka Cipta.
N. Nastiti & Indira, R. (2019). Behavioral Intention of Consumer towards The Existence of Go-Food. Jurnal Manajemen dan Bisnis, 16(2), pp.136-143.
Noverius, L. (2021). Generasi Z dalam memesan makanan online. kontan.co.id, 08 Juni 2021, https://amp.kontan.co.id/news/ini-platform-pilihan-favorit-generasi-z-indonesia-dalam-memesan-makanan-online
Novita & Husna N., A. (2020). The Influence Factors of Consumer Behavioral Intention Towards Online Food Delivery Services. Jurnal TECHNOBIZ, 3(2), pp.40-42.
Rahajeng K., H. (2021). 50% Generasi Z Indonesia pilih layanan pesan antar makanan GrabFood. CNBC Indonesia, 14 juni 2021, https://www.cnbcindonesia.com/tech/20210614102310-37-252849/50-generasi-z-indonesia-pilih-layanan-pesan-makanan-grabfood
Rezaei S., Ali F., Amin M., & Jayashree, S. (2016). Online impulse buying of tourism products. J Hosp Tour Technol, 7(1), pp.60-83.
Rezaei S., Shahijan MK., Valaei N., Rahimi R., & Ismail, W. (2018). Experienced international business traveller’s behaviour in Iran: A partial least squares path modelling analysis. Tour Hosp Res, 18(2), pp.163-190.
Roscoe, J., T. (1975). Fundamentals Research Statistics for Behavioural Sciences. (2nd.). in Hill, R. (1998). “What Sample Size is ‘Enough’ in Internet Survey Research Interpersonal Computing and Technology. An electronic Journal for the 21st Century, pp.54-60.
Sanchez-fernandez, R., Iniesta-Bonillo, M. A., Holbrook, M., B. (2009). Konseptualisasi dan Pengukuran Nilai Konsumen dalam Layanan. International Journal Marketing Research, 51, pp.1–17.
Setyowati, D. (2021). Peta persaingan Grabfood dan Grabfood di tengah kehadiran ShopeeFood, viewed 28 Januari 2021, https://katadata.co.id/desysetyowati/digital/601279c09f33d/peta-persaingan-grabfood-dan-gofood-di-tengah-kehadiran-shopeefood
Shen C. wen, Min Chen & Wang, C. (2019). Analyzing the trend of O2O commerce by bilingual text mining on social media. Comput Human Behav, 101, pp.474-483.
So, K. K .F., King, C., Sparks, B. A., & Wang, Y. (2016). The role ofcustomer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), pp.64-78.
Taylor, S., & Todd P., A. (1995). Understanding information technology usage: a test of competing models. Inf. Syst. Res, 6(2), pp.144–176.
Thamizhvanan, A., & Xavier, M., J. (2013). Determinants of customers' online purchase intention: an empirical study in India. J. Indian Bus. Res, 5(1), pp.17–32.
To, P.-L., Liao, C., & Lin, T., H. (2007). Shopping motivations on Internet: a study based on utilitarian and hedonic value. Technovation management, vol. 27 (12), pp 774–787.
Tommasetti, A., Singer, P., Troisi, O., & Maione, G. (2018). Extended theory of planned behavior (ETPB): investigating customers perception of restaurants sustainability by testing a structural equation model. Sustainability (Sustainability), 10(7), pp.1-21.
Tri, Y. P., Hans, T., Martinus, M., Christoper, H., Michael N., Satria, F., Bobby, A., & Anak Agung Ngurah, P., R. (2021). Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity Article, 7(1), pp.1-17
Wu, Iang, L., & Chan, L. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: an integration of justice, technology, and trust. Int. J. Inf. Management, 33(1), pp.166–176.
Vincent Cheow Sern Yeo, A., See-Kwong, G., & Sajad, R. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, pp.150-162.