Boosting Trust and Purchase Enthusiasm: Impact of Online Customer Ratings and E-Service Quality in Online Food Delivery


  • Putri Enjelika Institut Bisnis dan Teknologi Pelita Indonesia, Indonesia
  • Astri Ayu Purwati Institut Bisnis dan Teknologi Pelita Indonesia, Indonesia
  • Jusmarni Jusmarni Sekolah Tinggi Ilmu Ekonomi Persada Bunda, Indonesia


Online Customer Ratings, E-Service Quality, E-Trust, Purchase Intention


This study aims to determine the effect of online customer ratings and e-service quality on e-trust and purchase intention in food delivery on gofood in Pekanbaru. The population and sample used in this research is by using accidental sampling method selected based on determining the sample by taking respondents who happen to be available or available somewhere according to the research context. Thus, the number of samples in this study were 200 respondents. The method of analysis in this study is Stuctural Equation Modeling (SEM) using SmartPLS 4 software. The research results obtained by online customer ratings and e-service quality have a positive and significant effect on e-trust, online customer ratings have a positive significant effect on purchase intention and e-trust has a positive significant effect on purchase intention while e-service quality has a positive and insignificant effect on purchase intention. Thus the better online customer rating and e-service quality carried out by gofood will have an impact on increasing consumer e- trust and buying interest.



Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 9(2), 92.

Aldino, & Suroso, A. (2022). The Effect Of Customer Trust And Service Quality On Post Purchase Intention Through Customer Satisfaction On Online Grab Transportation (Survey Of Grab Customers In Purworejo). Sustainable Competitive Advantage (SCA), 12(1), 219-232.

Alexander Parhusip, A., & Izzah Lubis, N. (2020). EKOMBIS Science (Case Study on Online Store). Journal of Finance and Business Economics, 5, 17-28.

Andrew, M. (2019). E-Service Quality and Brand Image on Purchase Intention: Study of E-Service Quality and Shopee Brand Image. Journal of Secretary and Business Administration, 3(1), 23-38.

Aulianida, D., Liestyasari, S. I., & Ch, S. R. (2020). Mediatization of Food Delivery Services in Indonesia through the Go-Food Application. Islamic Communication Journal, 5(1), 114-124.

Bakhtiar, M. R., & Sunarka, P. S. (2019). Security, Trust, Price, Service Quality as a Trigger for Buying Interest in Elevania Online Shop Customers. Journal of Management Science and Applied Accounting, 10(2), 133-148.

Barriyah, K., & Suyanto, A. M. A. (2019). The Effect of E-service Quality on Buying Interest of Online Store Visitors. E-Proceeding of Management, 6(1), 321-329.

Ciputra, W., & Prasetya, W. (2020). Analysis of the Effect of E-Service Quality, Perceived Value on Customer Satisfaction, Trust, and Customer Behavioral Intention. COMMENTATE: Journal of Communication Management, 1(2), 109.

Damayanti, R. S. (2019). The Effect of Online Customer Review and Rating, E-Service Quality and Price on Buying Interest in the Online Marketplace (Empirical Study of Muhammadyah University Magelang Students). Proceedings of the 2nd Business and Economics Conference in Utilizing of Modern, 684-693.

Engler, T.H., Winter, P. & Schulz, MEngler, T.H., Winter, P. & Schulz, M. (2015). Understanding online product ratings: A customer satisfaction model. Journal of Retailing and Consumer Services. 113-120.

Faisal, A. S., Haque, R., Rahman, A. K., & Connie, A. (2020). The Influence of e-Service Quality Dimensions on Customer Satisfaction and Purchase Intention: An Indian e-Market Perspective. Asian Journal of Technology & Management Research, 10, 1.

Farhan Hasrul, A., Suharyati, & Sembiring, R. (2021). Analysis of the Effect of Online Customer Reviews and Ratings on Interest in Buying Electronic Products on Tokopedia. CORELATION. National Research Conference on Economics, Management, and Accounting. Faculty, 2(1), 1352-1365.

Farki, A., Baihaqi, I., & Wibawa, M. (2016). The influence of online customer review rating on place trust in Indonesia. 5(2).

Fauzi, S., & Lina, L. F. (2021). The Role of Product Photos, Online Customer Reviews and Online Customer Ratings on Consumer Purchase Interest in E-Commerce. Journal of Muhammadiyah Business Management, 2(1), 21.

Ferdinand, A. (2014). Research Methodology Guidelines for Thesis Writing.

Ghalandari, K., & Branch, N. (2012). The Effect of E-Service Quality on E-Trust and E-Satisfaction as Key Factors Influencing Creation of E-Loyalty in E-Business Context: The Moderating Role of Situational Factors.

Giovanis A; Athanasopoulou P. (2014). Gaining customer loyalty in the e-tailing marketplace: the role of e-service quality, e-satisfaction and e-trust. International Journal of Technology Marketing, 9 no.3 (1741-8798).

Hariyanto, H. T., & Trisunarno, L. (2021). Analysis of the Influence of Online Customer Review, Online Customer Rating, and Star Seller on Customer Trust to Purchase Decisions at Online Stores at Shopee. ITS Engineering Journal, 9 (2).

Hartaroe, B. P., Mardani, R. M., & Abs, M. K. (2016). The Effect of Trust, Product Quality, Convenience and Risk on Consumer Purchase Interest Online (Case Study on FEB Students class of 2017 who have shopped at Shopee). Journal of Management Research, 13-25.

Kurniawan, B. (2021). The Effect of Online Customer Reviews and Ratings on Purchase Intention at Lazada. Scientific Journal of Business Management and Accounting, 2 (2), 121-129.

Kuswanto, T. Y. L., & Baridwan, Z. (2016). The Effect of Trust, Perceived Benefits, Perceived Ease and Perceived Security on Interest in Using Online Transactions. Scientific Journal of Students of the Faculty of Economics and Business, Universitas Brawijaya, 4(2), 1-29.

Lackermair, G., Kailer, D., & Kanmaz, K. (2013). Importance of Online Product Reviews from a Consumer's Perspective. Advances in Economics and Business, 1(1), 1-5.

Ling, K.C,. Chai, L. T,. and Piew, T. H. . (2010). The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers' Online Purchase Intention. Journal of International Business Research, 3, 63-76.

M Fitriani, D. K. (2021). The Effect of E-Service Quality and E-Trust on Lazada Consumer Purchase Interest in Social Media. Economics and Education, 4, 46-51.

Maskuri, M. A., Kurniawan, E. N., Wardani, M. K., & Andriyani, M. (2019). Trust, Ease of Use and Electronic Word of Mouth on Online Purchase Interest. Journal of Entrepreneurship Management, 16(2), 139.

NASIR, M. (2016). The Effect of E-Service Quality and Discounts on Buying Interest in Online Sites on the Zalora.Co.Id Website in Surabaya. Journal of Commerce Education (JPTN), 1(1), 15-18.

Nugrahani, D. S., Astuti, W., & Malang, U. M. (2022). The Role Of E-Trust As Mediation Effect Of E-Service Quality On Online Purchase Intention At Consumer Smes Culinary Sector In Special Region Of. International Journal Of Economics, 289-300.

Nurlina. (2017). Pengruh E-Service Quality, and Online Trust on Purchase Interest in Online Stores at Tokopedia. BUSINESS LANTERN JOURNAL, 6 (2), 83-93.

Parasuraman, A., V. A. Z. and A. M. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research.

Pratama Putra, D., Suprihartini, L., & Kurniawan, R. (2021). Celebrity Endorser, Online Customer Review, Online Customer Rating on Purchasing Decisions with Trust as an Intervening Variable in the Tokopedia Marketplace. Bahtera Inovasi, 5(1), 57-65.

Priambodo, D. A., & Farida, N. (2020). The Effect of E-Website Quality and E-Service Quality on E-Repurchase Intention through E-Trust (Study on Lazada Fashion Product Consumers Diponegoro University Students). Journal of Business Administration, IX (Iii), 335-345.

Prof. Dr. Eti Nurhayati, M. S. (2018). Psychology of Women in Various Perspectives (S. M. Hafizoh (ed.); 2nd edition, p. xxxi). Student Library.

Reddy, A. B., & Jagadeesan, P. (2020). Influence of Website cues with the mediating effect of E-Trust on the relationship among Perceived Interactivity, Visual Product Presentation and Intention to Purchase (with reference to Generation Z). International Journal of Advanced Science and Technology, 29(8), 2117-2122.

Sarmis, N. (2020). The Effect of Online Customer Review and Online Customer Rating on Consumer Trust and Purchase Interest in Sialang Jaya Village. Cano Ekonomos Scientific Journal, 9 (1), 81-84.

Satriyo, B., Indriana, Y., & Ridlo, M. (2021). The Effect of Social Media Marketing, E-Service Quality, and Review Content on Purchase Intention in Organic Product MSMEs. Journal of Management Science, 9(4), 1563-1571.

Simamora, H. (2014). Human Resource Management. (B. P. S. T. I. E. YKPN (ed.)).

Sugiyono. (2014). Quantitative, Qualitative and R&D Management Research Methods (1st ed.). Alfabeta.

Taesar Wahyudi, Baiq Handayani R, S. S. (2019). Online customer. 19(1), 1-7.

Wilis, R. A., & Nurwulandari, A. (2020). The effect of E-Service Quality, E-Trust, Price and Brand Image Towards E-Satisfaction and Its Impact on E-Loyalty of Traveloka's Customer. MEA Scientific Journal (Management, Economics, & Accounting), 4(3), 1061-1099.

Yusuf, R., Hendawati, H., & Wibowo, L. A. (2020). The Effect of Shoppe Marketing Content on Customer Purchases. Journal of Education Management and Social Sciences, 1(2), 506-515.

Zeithaml, V. A., Bitner, M. J. and Gremler, D. D. (2009). Services Marketing: Integrating Customer Focus Across the Firm.




How to Cite

Enjelika, P., Purwati, A. A., & Jusmarni, J. (2023). Boosting Trust and Purchase Enthusiasm: Impact of Online Customer Ratings and E-Service Quality in Online Food Delivery. International Journal of Information System and Innovation Management (IJISIM), 1(2), 100-117. Retrieved from