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Journal of Indonesian Economy and Business (JIEB)Journal of Indonesian Economy and Business (JIEB)

The existence of technological advances in online transportation provides benefits to the community, and especially for the culinary industry; consumers no longer have to go to restaurants to buy food; it can be ordered through the Gojek application. The Gojek application makes it easy for people to buy food online. Various items of information about the restaurant are provided by Gojeks online transportation service application. The governments appeal regarding COVID-19 requires people to stay at home, to support social distancing. Many activities must now be carried out at home, including eating. Along with the technological developments, people do not need to worry about staying at home because everything can be done from the home, with the GoFood applications support. This study aims to determine and prove the effect of information quality on experience quality and customer perceived value, as well as satisfaction, from using the GoFood application in Malang City. This research is an update of the information gathered previously during the pandemic, which can be used as a reference for determining marketing strategies. This type of research is explanatory research through a quantitative approach, by conducting a direct survey of the applications users, by using an online questionnaire. The research sample consists of 380 respondents. The sampling technique of this study was purposive sampling with the criteria that the Gojek applications users had made purchases the application at least one times, and were aged 18 years and over, so the perceptions given would be quite clear and independent. The results show that information quality has a positive and significant effect on experience quality, customer perceived value and customer satisfaction; experience quality has a positive and significant effect on customer perceived value; and customer perceived value has a positive and significant effect on customer satisfaction. This study reveals that the quality of the experience has a positive but insignificant effect on customer satisfaction. The result is a new finding from this study because there are differences in the previous studies relationships between the variables. This study contributes that the stay-at-home appeal could increase the use of online applications to carry out activities.

This research demonstrates that information quality significantly influences experience quality, customer perceived value, and customer satisfaction when using the GoFood application.The study reveals that while experience quality positively impacts customer perceived value, its effect on customer satisfaction is insignificant, a novel finding compared to previous research.Ultimately, this study highlights the increased reliance on online applications, like GoFood, during the COVID-19 pandemic and the importance of information quality in shaping consumer behavior and satisfaction.

Future research should explore the experiences of first-time GoFood users to understand initial perceptions and potential barriers to adoption. Expanding the study to include other online food delivery applications, such as Grab, would allow for a comparative analysis of service quality and customer satisfaction across platforms. Furthermore, investigating the role of trust as a mediating factor between information quality and customer loyalty could provide valuable insights into building long-term customer relationships. These investigations should also consider qualitative methods to gain a deeper understanding of consumer motivations and experiences, complementing the quantitative data presented in this study. By broadening the scope and employing diverse research methodologies, future studies can contribute to a more comprehensive understanding of the evolving dynamics of online food delivery services and their impact on consumer behavior, ultimately informing more effective marketing strategies and service improvements.

  1. Towards a Better Measure of Customer Experience - Philipp ‘Phil’ Klaus, Stan Maklan, 2013.... doi.org/10.2501/IJMR-2013-021Towards a Better Measure of Customer Experience Philipp AoPhilAo Klaus Stan Maklan 2013 doi 10 2501 IJMR 2013 021
  2. A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and... journals.sagepub.com/doi/10.1177/1096348014563396A Study of Experiential Quality Experiential Value Experiential Satisfaction Theme Park Image and journals sagepub doi 10 1177 1096348014563396
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