The Effect of Food Quality, Convenience, Control, Customer Service, and Fulfillment on Customer Satisfaction and Behavioral Intention at Shopee Online Food Delivery in Surabaya

Agustina Dwi Maharani, Juliani Dyah Trisnawati () and Anthonius Budhiman
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Agustina Dwi Maharani: University of Surabaya
Juliani Dyah Trisnawati: University of Surabaya
Anthonius Budhiman: University of Surabaya

A chapter in Proceedings of the 20th International Symposium on Management (INSYMA 2023), 2024, pp 456-462 from Springer

Abstract: Abstract This study aims to analyze whether food quality, control, convenience, customer service, and fulfillment directly and significantly influence satisfaction for Shopee online food delivery consumers in Surabaya and whether satisfaction directly influences customer satisfaction intentions at Shopee online food delivery Surabaya. This study is basic research that uses a quantitative approach with data analysis in the form of SEM (Structural Equation Model). Data processing was carried out using the AMOS program for structural testing and SPSS to test the data’s validity and reliability. The sampling technique used in this research is purposive sampling with a non-probability technique using a sample that collects 220 respondents. The respondent’s criteria were 18–50 years old, had last minimum education senior high school or equal, domiciled in Surabaya, and had used Shopee food delivery a minimum of three times on September 2022. The results of this study indicate that food quality has a significant positive effect on customer satisfaction at Shopee food delivery Surabaya. Control has a significant positive effect on customer satisfaction at Shopee food delivery Surabaya. Convenience has a significant positive effect on customers’ satisfaction at Shopee food delivery Surabaya. Customer service has a significant positive effect on customers’ satisfaction at Shopee food delivery Surabaya. Fulfillment significantly positively affects customers’ satisfaction at Shopee food delivery Surabaya. Satisfaction has a significant positive effect and is supported by customers’ behavioral intention at Shopee food delivery Surabaya.

Keywords: behavioral intention; control; convenience; food quality; satisfaction (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-244-6_66

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