Abstract
The COVID-19 pandemic has resulted in behavioural changes in the way people consume food in Indonesia, because people tend to use online food delivery (OFD) services to order food after the pandemic. In line with this, application-based OFD service providers in Indonesia such as GoFood, GrabFood, ShopeeFood, and others are growing year after year, creating competition among OFD service providers. On the other hand, now that the COVID-19 pandemic condition has begun to improve, people may return to ordering food in the traditional manner, namely by visiting restaurants directly without using the OFD service application. As a result, it may jeopardize the stability of the OFD service business. As a result, the purpose of this study is to investigate the factors that influence the satisfaction and intent of OFD service users in Indonesia to continue using OFD services in the future. The Unified Theory of Acceptance and Use of Technology (UTAUT2), Expectancy Confirmation Model (ECM), online review, online rating, and online tracking were all combined to do structural equation modeling (SEM) using the PLS-SEM approach. Data were gathered using an online poll of 325 respondents who have used OFD services. According to the findings of the structural model analysis, effort expectancy, hedonic motivation, price-saving orientation, and confirmation all have a direct impact on the level of satisfaction of OFD service users. Meanwhile, performance expectancy, habit, online review, and satisfaction all influence the intention to continue using OFD services. The findings of this study can be used as a reference for OFD service providers as a service improvement strategy, as well as to expand the literature on consumer behaviour regarding OFD services and provide a foundation for future research.