Volume 29, Issue 3


DOI: 10.24205/03276716.2020.704

Elucidating E-satisfaction and Sustainable Intention to Reuse Mobile Food Application Service, Integrating Customer Experiences, Online Tracking, and Online Review


Abstract
Mobile food application service (MFAS), the result of technological transformation in the field of food service and ordering, is one of the mobile applications that can reach customers and provide high quality services. The impact of applying MFAS on e-satisfaction and on the customer's intention to reuse the application has not been a particular concern for previous researchers. The fundamental purpose of this study is to identify and empirically test the main factors that predict e-satisfaction and customer intent to reuse MFAS applications. This research integrates customer experience, several variables from unified theory of acceptance and use of technology (UTAUT), and online review, online tracking, and online rating variables. As many as 691 valid data items were processed by structural equation modeling using partial least square. Of the 10 hypotheses proposed, all are significant. This study contributes theoretically to the growing body of knowledge in the field of MFAS.

Keywords
Customer Experiences, Online Review, Online Tracking, Online Rating, Mobile Food Application Service, E-satisfaction, Intention to Reuse

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