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Abstract
This study aims to explore the impact of convenience, trustworthiness, and price on customer perceived value in the context of online food delivery services in Indonesia. Data were collected through questionnaires distributed to users of online food delivery services using purposive sampling, with a total of 200 respondents. Data analysis was conducted using Structural Equation Modeling (SEM) to examine the relationships between these variables. The results of the study indicate that convenience and price have a significant positive effect on customer perceived value. Conversely, trustworthiness does not show a significant impact on customer perceived value. These findings suggest that the convenience of using the application and competitive pricing are key factors in enhancing customer perceived value. Therefore, online food delivery service companies are advised to continuously improve features that provide convenience and offer competitive pricing to maintain and enhance customer perceived value.
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References
- Angel, V. & Pasaribu, L. H. (2022). Price, quality, and trust affect repurchase intentions (Case study on PT Tokopedia). Jurnal Manajemen, 13(2), 165-179.
- Asnawi dan Masyhuri. (2009). Metodologi riset manajemen pemasaran. UIN-Malang Press.
- Falah, T. A., Abidin. Z., & Hudayah, S. (2020). Pengaruh kreativitas iklan dan negara asal terhadap niat beli dan keputusan pembelian mobil. Bulletin of Management and Business, 1(2), 11-23.
- Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. CENGAGE.
- Holbrook, M. (1994). The nature of customer value: An axiology of services in the consumption experience. SAGE Publications, Inc.
- Kotler, P., Keller, K. L., Koshy, A., & Jha, M. (2013). Marketing management: A South Asian perspective. Pearson.
- Lupiyoadi, R. (2013). Manajemen pemasaran jasa. Salemba Empat.
- Marda Serawati, F. Pengaruh harga dan perceived value terhadap keputusan pembelian smartphone OPPO: Studi kasus mahasantri Ma’had Al-Jami’ah IAIN Bengkulu. (Doctoral dissertation, IAIN Bengkulu).
- Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust, and perceived value on consumer's repurchase intention in the B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206.
- Phan Tan, L., & Le, T. H. (2023). The influence of perceived price and quality of delivery on online repeat purchase intention: The evidence from Vietnamese purchasers. Cogent Business & Management, 10(1), 1–13.
- Prasaranphanich. (2007). Perilaku konsumen: Analisis model keputusan. Universitas Atmat Jaya Yogyakarta.
- Purnama, S. F. (2019). Pengaruh service convenience terhadap customer loyalty melalui customer satisfaction sebagai variabel mediasi pada atlas sport club Surabaya. Agora, 7(2), 1-5.
- Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. John Wiley & sons.
- Selviana, S., & Setyowati, R. B. (2019). Pengaruh sikap belanja online terhadap trust melalui mediator kepuasan pelanggan. IKRA-ITH HUMANIORA: Jurnal Sosial Dan Humaniora, 3(2), 58-64.
- Shimp. (2013). Integrated marketing: Edisi 9. Library of Congress.
- Simamora, B. (2013). Pemasaran strategik. Universitas Terbuka.
- Sugiyono. (2016). Metode penelitian kuantitatif. Alfabeta.
- Syamsiah, N. (2009). Analisis faktor-faktor yang mempengaruhi nilai yang dirasakan pelanggan untuk menciptakan kepuasan pelanggan di RSUP dokter Kariadi Semarang. Diponegoro University | Institutional Repository (UNDIP-IR).
- Tjiptono, F. (2011). Pemasaran Jasa. Bayu Media Publishing.
- Tormala, Z. L., & Clarkson, J. J. (2008). Source trustworthiness and information processing in multiple message situations: A contextual analysis. Social Cognition, 26(3), 357–367.
- Utami, P. D. R. (2021). The Effects of service convenience and perceived quality on perceived value, satisfaction, and loyalty on Garuda Indonesia Airline. Universitas Lampung.
- Zakaria, N., Rubai, N., Nordin, N., Shahri, S, S, M., & Nawi, M, M, N. (2022). Factors influencing customer perceived value to use food delivery apps in Klang Valley, Malaysia—faculty of Hospitality Tourism and Wellness, Universiti Malaysia Kelantan.
References
Angel, V. & Pasaribu, L. H. (2022). Price, quality, and trust affect repurchase intentions (Case study on PT Tokopedia). Jurnal Manajemen, 13(2), 165-179.
Asnawi dan Masyhuri. (2009). Metodologi riset manajemen pemasaran. UIN-Malang Press.
Falah, T. A., Abidin. Z., & Hudayah, S. (2020). Pengaruh kreativitas iklan dan negara asal terhadap niat beli dan keputusan pembelian mobil. Bulletin of Management and Business, 1(2), 11-23.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. CENGAGE.
Holbrook, M. (1994). The nature of customer value: An axiology of services in the consumption experience. SAGE Publications, Inc.
Kotler, P., Keller, K. L., Koshy, A., & Jha, M. (2013). Marketing management: A South Asian perspective. Pearson.
Lupiyoadi, R. (2013). Manajemen pemasaran jasa. Salemba Empat.
Marda Serawati, F. Pengaruh harga dan perceived value terhadap keputusan pembelian smartphone OPPO: Studi kasus mahasantri Ma’had Al-Jami’ah IAIN Bengkulu. (Doctoral dissertation, IAIN Bengkulu).
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust, and perceived value on consumer's repurchase intention in the B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206.
Phan Tan, L., & Le, T. H. (2023). The influence of perceived price and quality of delivery on online repeat purchase intention: The evidence from Vietnamese purchasers. Cogent Business & Management, 10(1), 1–13.
Prasaranphanich. (2007). Perilaku konsumen: Analisis model keputusan. Universitas Atmat Jaya Yogyakarta.
Purnama, S. F. (2019). Pengaruh service convenience terhadap customer loyalty melalui customer satisfaction sebagai variabel mediasi pada atlas sport club Surabaya. Agora, 7(2), 1-5.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. John Wiley & sons.
Selviana, S., & Setyowati, R. B. (2019). Pengaruh sikap belanja online terhadap trust melalui mediator kepuasan pelanggan. IKRA-ITH HUMANIORA: Jurnal Sosial Dan Humaniora, 3(2), 58-64.
Shimp. (2013). Integrated marketing: Edisi 9. Library of Congress.
Simamora, B. (2013). Pemasaran strategik. Universitas Terbuka.
Sugiyono. (2016). Metode penelitian kuantitatif. Alfabeta.
Syamsiah, N. (2009). Analisis faktor-faktor yang mempengaruhi nilai yang dirasakan pelanggan untuk menciptakan kepuasan pelanggan di RSUP dokter Kariadi Semarang. Diponegoro University | Institutional Repository (UNDIP-IR).
Tjiptono, F. (2011). Pemasaran Jasa. Bayu Media Publishing.
Tormala, Z. L., & Clarkson, J. J. (2008). Source trustworthiness and information processing in multiple message situations: A contextual analysis. Social Cognition, 26(3), 357–367.
Utami, P. D. R. (2021). The Effects of service convenience and perceived quality on perceived value, satisfaction, and loyalty on Garuda Indonesia Airline. Universitas Lampung.
Zakaria, N., Rubai, N., Nordin, N., Shahri, S, S, M., & Nawi, M, M, N. (2022). Factors influencing customer perceived value to use food delivery apps in Klang Valley, Malaysia—faculty of Hospitality Tourism and Wellness, Universiti Malaysia Kelantan.