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Analyzing the Key Drivers of Satisfaction and Loyalty Among Food Delivery App Users

APTISI Transactions on Management (ATM) · Vol. 9 No. 2 (2025) · hlm. 152–163

DOI
10.33050/atm.v9i2.2449
ISSN
2622-6804, 2622-6812
Terbit
2025-05-31
Penerbit
Pandawan
Bahasa
en
Lisensi
creativecommons.org/licenses/by-sa/4.0

Abstrak

This study investigates the factors affecting user satisfaction and loyalty in food delivery apps, particularly focusing on variables such as information quality, pri- vacy and security, and perceived danger of Covid-19. The research adopts a quantitative, causal-explanatory design, with a sample size of 208 respondents. Data were collected using a structured survey, and the analysis was conducted with SPSS Amos and Partial Least Squares Structural Equation Modeling (PLS SEM). The study reveals significant relationships between usage intention, ac- tual usage, and customer satisfaction, with a specific emphasis on the role of promotion in increasing user satisfaction and loyalty. Variables such as ease of use, navigation design, and packaging safety, however, were found to have no significant impact on usage intention or actual usage. This study also high- lights the evolving consumer behavior in the food delivery industry, especially post-pandemic, where safety and convenience remain critical. The findings pro- vide valuable insights for businesses in the digital marketplace, helping them understand the changing dynamics of consumer preferences. By refining ser- vice offerings and focusing on key influencing factors, food delivery companies can enhance their market competitiveness and customer retention strategies.

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14 penulis · 36 tautan kepenulisan bersama · 3 lintas organisasi

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  • Maranatha Christian University
  • Universitas Raharja
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
  • Garis lebih tebal = lebih banyak artikel bersama · lingkaran lebih besar = lebih banyak artikel
Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Kezia Kurniawati NursalinMaranatha Christian University4
Ariesya AprilliaAfiliasi tidak diketahui2
Rully Arlan TjahyadiMaranatha Christian University2
Cen LuMaranatha Christian University2
Felicia AbednegoMaranatha Christian University2
Kristina VaherAfiliasi tidak diketahui2
Richard Andre SunarjoUniversitas Raharja1
Chandra KuswoyoMaranatha Christian University1
Allen KristiawanMaranatha Christian University1
Ridan Ahsani Te AwhinaAfiliasi tidak diketahui1
Steven OctavianusMaranatha Christian University1
Jessica FlorenceMaranatha Christian University1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://ijc.ilearning.co/ATM/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Analyzing the Key Drivers of Satisfaction and Loyalty Among Food Delivery App Users</dc:title>
	<dc:creator xml:lang="en">Setiawan, Rony</dc:creator>
	<dc:creator xml:lang="en">Aprillia, Ariesya</dc:creator>
	<dc:subject xml:lang="en">Actual Usage</dc:subject>
	<dc:subject xml:lang="en">Food Delivery App Services</dc:subject>
	<dc:subject xml:lang="en">Satisfaction and Loyalty</dc:subject>
	<dc:subject xml:lang="en">Usage Intention</dc:subject>
	<dc:description xml:lang="en">This study investigates the factors affecting user satisfaction and loyalty in food delivery apps, particularly focusing on variables such as information quality, pri- vacy and security, and perceived danger of Covid-19. The research adopts a quantitative, causal-explanatory design, with a sample size of 208 respondents. Data were collected using a structured survey, and the analysis was conducted with SPSS Amos and Partial Least Squares Structural Equation Modeling (PLS SEM). The study reveals significant relationships between usage intention, ac- tual usage, and customer satisfaction, with a specific emphasis on the role of promotion in increasing user satisfaction and loyalty. Variables such as ease of use, navigation design, and packaging safety, however, were found to have no significant impact on usage intention or actual usage. This study also high- lights the evolving consumer behavior in the food delivery industry, especially post-pandemic, where safety and convenience remain critical. The findings pro- vide valuable insights for businesses in the digital marketplace, helping them understand the changing dynamics of consumer preferences. By refining ser- vice offerings and focusing on key influencing factors, food delivery companies can enhance their market competitiveness and customer retention strategies.</dc:description>
	<dc:publisher xml:lang="en">Pandawan</dc:publisher>
	<dc:date>2025-05-31</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ijc.ilearning.co/ATM/article/view/2449</dc:identifier>
	<dc:identifier>10.33050/atm.v9i2.2449</dc:identifier>
	<dc:source xml:lang="en">APTISI Transactions on Management (ATM); Vol. 9 No. 2 (2025): May; 152-163</dc:source>
	<dc:source xml:lang="id">APTISI Transactions on Management (ATM); Vol 9 No 2 (2025): May; 152-163</dc:source>
	<dc:source>2622-6804</dc:source>
	<dc:source>2622-6812</dc:source>
	<dc:source>10.33050/atm.v9i2</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://ijc.ilearning.co/ATM/article/view/2449/890</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2025 Rony Setiawan, Ariesya Aprillia (Author)</dc:rights>
	<dc:rights xml:lang="en">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>