Factors Affecting Continuance Intention of Food Ordering Applications

Khoirul Masrurin, Pramono Hari Adi, Intan Shaferi


The objectives this research aims to explore the perceived expectation's confirmation and perceived
usefulness associated with a mobile food ordering application by considering its impact on satisfaction,
and intention to continue using. The methods this study used convenience sampling to collect data from
102 respondents who had previous experience with mobile food ordering applications during the COVID-
19 pandemic period in Indonesia. Regression technique is used as the statistical tools. The findings results
of this study indicate that the customer's expectation's confirmation and perceived usefulness have a
positive effect on e-satisfaction. And finally, customers' continuance intention to use a mobile food
ordering application is significantly influenced by their e-satisfaction. Research limitations is business
actors must focus on online sales through mobile ordering applications during the pandemic due to social
distancing and various restrictions in dealing with COVID-19. Customers must also ensure that at the
time the order is received, a good and correct Health protocol has been implemented. And then the value
this study combines the theory of expectation's confirmation and acceptance of model technology and
tests it in the context of a mobile or online food ordering application.
Keywords: E-satisfaction; expectation's confirmation; perceived usefulness; repurchase Intention;
mobile food ordering application.

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