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

Authors

  • 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

Keywords:

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

Abstract

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.

 

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Published

2023-12-31

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 https://journal.al-matani.com/index.php/ijisim/article/view/784