Understanding Behavioral Intentions In Online Food Delivery Services: The Role Of E-Selfqual And Food Quality

Kristy, Jovanka and Widjaja, Fitri Novika and Kusumawardhany, Prita Ayu (2026) Understanding Behavioral Intentions In Online Food Delivery Services: The Role Of E-Selfqual And Food Quality. Journal of Entrepreneurship & Business (JEB), 7 (2). pp. 113-124. ISSN 2721-706X

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Abstract

Purpose: This study aims to examine the effect of perceived control, service convenience, customer service, service fulfillment, food quality on customer satisfaction and customer satisfaction on behavioral intentions in online food delivery service (OFDS) users. Method: Respondents in this study were users of OFDS in Surabaya. The data taken for this study were 200 respondents in Surabaya who had made transactions more than 2 times in the last 3 months on the OFDS provider application and respondents who had used the customer service feature. The data that has been collected is then analyzed with the Structural Equation Modeling (SEM) measurement model using IBM SPSS version 24 and Smart PLS 4 software. Result: After the data processing process, the results show that the perceived control variable does not have a significant effect on customer satisfaction. Meanwhile, the variables of service convenience, customer service, service fulfillment, and food quality have a positive and significant effect on customer satisfaction and the variable customer satisfaction has a positive and significant effect on behavioral intentions in OFDS users in Surabaya.

Item Type:	Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	BAMBANG SEPTIAWAN
Date Deposited:	07 Aug 2026 08:37
Last Modified:	07 Aug 2026 08:37
URI:	http://repository.ubaya.ac.id/id/eprint/51174

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