JBMR: Journal of Business and Management Review
Vol. 4 No. 1 (2023): (Issue-January)

Customer Decisions to Use Online Food Delivery Services During The COVID-19 Pandemic

Falah Fadjariansyah Kusuma Kautsar (School of Business and Management, Institut Teknologi Bandung, Bandung, Indonesia)
Manahan Siallagan (School of Business and Management, Institut Teknologi Bandung, Bandung, Indonesia)
Yonathan Palumian (School of Business and Management, Petra Christian University, Surabaya, Indonesia)



Article Info

Publish Date
31 Jan 2023

Abstract

The coronavirus disease pandemic restricted dine-in service, and restaurants should adapt and rely heavily on no-contact operations and online food delivery services to sustain. Even though online food delivery technology is widely used in the food and beverages business, there is only a few research investigating the customers' behavior intention on online food delivery technology in the coronavirus disease pandemic. This study aims to investigate the influencing factor of behavior intention on online food delivery platforms, by applying the technology acceptance model. An online questionnaire was applied to conduct the survey. The Partial Least Squares-Structural Equation Modeling approach was used to examine 417 respondents empirically. The results showed the significance of perceived usefulness, trust, social influence, and value co-creation in customer intention on online food delivery technology. The findings contribute to the body of knowledge about technology acceptance in an emergency event, specifically during a coronavirus disease pandemic. The practical implication of the study is managers of online food delivery services firms must identify their customers' wants and needs.

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Journal Info

Abbrev

jbmr

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Journal of Business and Management Review applies theory developed from business research to actual business situations. Recognizing the intricate relationships between the many areas of business activity, JBMR examines a wide variety of business decisions, processes and activities within the actual ...