The Effect of Food Information Quality and Delivery Offline Satisfaction on Attitudinal Loyalty Through Perceived Usefulness Among GoFood Online Food Delivery Service Users in Bandung City
DOI:
https://doi.org/10.35870/ijmsit.v6i2.8482Keywords:
Food Information Quality, Delivery Offline Satisfaction, Perceived Usefulness, Attitudinal Loyalty, GoFoodAbstract
This study examines the effects of Food Information Quality and Delivery Offline Satisfaction on Attitudinal Loyalty, both directly and through Perceived Usefulness, among GoFood users in Bandung City. A quantitative approach was employed through a survey of 146 GoFood users selected using purposive sampling. Data were collected using a five-point Likert-scale questionnaire and analyzed using descriptive statistics, validity and reliability tests, multiple linear regression, and the Sobel z statistic with SPSS version 26. The results show that Food Information Quality and Delivery Offline Satisfaction have positive and significant effects on Perceived Usefulness. Food Information Quality, Delivery Offline Satisfaction, and Perceived Usefulness also have positive and significant effects on Attitudinal Loyalty. Delivery Offline Satisfaction is the strongest direct predictor of Attitudinal Loyalty, with a standardized beta of 0.437. The model explains 49.7% of the variance in Perceived Usefulness and 75.4% of the variance in Attitudinal Loyalty. The Sobel z statistic confirms that Perceived Usefulness significantly mediates the effects of Food Information Quality and Delivery Offline Satisfaction on Attitudinal Loyalty. These findings highlight the importance of integrating digital information quality and offline delivery experience to strengthen perceived usefulness and attitudinal loyalty in online food delivery services.
Downloads
References
Alden, S. M., Rosshahpudin, N. S., Tarmazi, S. A. A., Sulaiman, S., & Mohd Ali, N. (2023). Food delivery service: The effects of perceived quality, perceived ease of use, and perceived value on customer satisfaction. Journal of Tourism, Hospitality and Environment Management, 8(32), 88–98. https://doi.org/10.35631/jthem.832007
Annaraud, K., & Berezina, K. (2020). Predicting satisfaction and intentions to use online food delivery: What really makes a difference? Journal of Foodservice Business Research, 23(4), 305–323. https://doi.org/10.1080/15378020.2020.1768039
Elsiana, M., & Maradona, A. F. (2024). Service Quality and Customer Loyalty in the Online Food Delivery Service Industry. Quantitative Economics and Management Studies, 5(1), 197–203. https://doi.org/10.35877/454ri.qems2407
Kang, J. W., & Namkung, Y. (2019). The information quality and source credibility matter in customers' evaluation of food O2O commerce. International Journal of Hospitality Management, 78, 189–198. https://doi.org/10.1016/j.ijhm.2018.10.011
Lee, S. W., Sung, H. J., & Jeon, H. M. (2019). Determinants of continuous intention on food delivery apps: Extending UTAUT2 with information quality. Sustainability (Switzerland), 11(11). https://doi.org/10.3390/su11113141
Pal, D., Funilkul, S., Eamsinvattana, W., & Siyal, S. (2022). Using online food delivery applications during the COVID-19 lockdown period: What drives University Students' satisfaction and loyalty? Journal of Foodservice Business Research, 25(5), 561–605. https://doi.org/10.1080/15378020.2021.1964419
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, & Computers, 36(4), 717–731.
Sekaran, U., & Bougie, R. (2017). Metode penelitian untuk bisnis (Edisi 6, Buku 2). Salemba Empat.
Seo, K., & Roh, T. (2025). Online and offline delivery qualities: O2O satisfaction and loyalty through technology acceptance model. Journal of Retailing and Consumer Services, 82, Article 104079. https://doi.org/10.1016/j.jretconser.2024.104079
Siagian, H., Tarigan, Z. J. H., & Ubud, S. (2022). The effect of electronic word of mouth on online customer loyalty through perceived ease of use and information sharing. International Journal of Data and Network Science, 6(4), 1155–1168. https://doi.org/10.5267/j.ijdns.2022.7.004
Wang, J., Shen, X., Huang, X., & Liu, Y. (2021). Influencing Factors of the Continuous Usage Intention of Consumers of Online Food Delivery Platform Based on an Information System Success Model. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.716796
Wu, M., Gao, J., Hayat, N., Long, S., Yang, Q., & Mamun, A. A. (2024). Modeling the significance of food delivery service quality on customer satisfaction and reuse intention. PLoS ONE, 19(2), e0293914. https://doi.org/10.1371/journal.pone.0293914
Xin, Y., Irfan, M., Ahmad, B., Ali, M., & Xia, L. (2023). Identifying How E-Service Quality Affects Perceived Usefulness of Online Reviews in Post-COVID-19 Context: A Sustainable Food Consumption Behavior Paradigm. Sustainability (Switzerland), 15(2). https://doi.org/10.3390/su15021513
Zaheer, M. A., Anwar, T. M., Khan, Z., Raza, M. A., & Hafeez, H. (2024). How do strategic attributes of electronic commerce impel the perceived value and electronic loyalty of online food delivery applications (OFDAs)? Journal of Innovative Digital Transformation, 1(1), 48–67. https://doi.org/10.1108/jidt-10-2023-0025
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Daffa Surya Pratama, Abdul Ahmad Hafidh Nurmansyah
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright Retention and Open Access License
Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).
This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
2. Rights Granted Under CC BY 4.0
Under this license, readers are free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, including commercial use
- No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed
3. Attribution Requirements
All uses must include:
- Proper citation of the original work
- Link to the Creative Commons license
- Indication if changes were made to the original work
- No suggestion that the licensor endorses the user or their use
4. Additional Distribution Rights
Authors may:
- Deposit the published version in institutional repositories
- Share through academic social networks
- Include in books, monographs, or other publications
- Post on personal or institutional websites
Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.
5. Self-Archiving and Pre-Print Sharing
Authors are encouraged to:
- Share pre-prints and post-prints online
- Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
- Engage in scholarly communication throughout the publication process
6. Open Access Commitment
This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.
