Factors Affecting Online Grocery Shopping Experience

Mustikasari, Dhinda Siti; Astuti, Rifelly Dewi

doi:10.2991/aebmr.k.210522.004

Cited by 4 publications

(5 citation statements)

References 30 publications

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“…The research also confirms the role of attitude as a partial mediator between e-service quality and food quality in influencing behavioral intention. This aligns with previous research, highlighting the factors considered by customers in online grocery shopping, such as the experience with the platform, the received product, delivery experience, and customer service (Mustikasari & Astuti, 2021).…”

Section: Discussionsupporting

confidence: 90%

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The Influence of E-Service Quality and Food Quality on Behavioral Intention through Attitude: Study on Millennial Moms as Online Grocery Shoppers in West Java

Oktaviani

2024

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This study aims to examine the effect of e-service quality and food quality on behavioral intention through attitude among millennial moms as online grocery shoppers in West Java, Indonesia. Purposive sampling was used to obtain a sample of 298 respondents who met the research criteria. SEM-PLS testing was used to analyze the data. What was found in the course of the work? This will refer to analysis, discussion, or results. The results of this study indicate that the e-service quality and food quality variables have a significant positive influence on attitude. Additionally, attitude was found to have a significant positive effect on behavioral intention also playing a role as mediator. This study specifically examines the behavior of millennial mothers in West Java, with data collection conducted immediately after the pandemic period. Differences in behavior are highly likely to be found when research is conducted subsequently. The findings of this study can provide valuable insights into the influence of e-service quality and food quality on behavioral intention in the Indonesian online grocery industry specifically for West Java Market. It offers companies a deeper understanding of consumer behavior and the crucial factors that drive long-term decision-making in online grocery services. This study presents a unique perspective by examining the impact of the post-pandemic digitalization trend on online grocery shopping. The special emphasis lies in the researcher's ability to provide insights into post-pandemic behavioral changes, positioning the pandemic as a catalyst for shifts in digitalization trends. In contrast to other studies focusing on behavioral aspects during the pandemic, this research sheds light on behavior after the pandemic.

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Section: Discussionsupporting

confidence: 90%

“…The COVID-19 pandemic is viewed as a catalyst in this study, aiming to represent post-pandemic conditions. Providers of online grocery services must ensure that customers continue using these services by understanding the factors that naturally drive customer satisfaction in online grocery shopping (Mustikasari & Astuti, 2021).…”

Section: Introductionmentioning

confidence: 99%

The Influence of E-Service Quality and Food Quality on Behavioral Intention through Attitude: Study on Millennial Moms as Online Grocery Shoppers in West Java

Oktaviani

2024

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“…Despite the difference in conclusion between the hypothesis mentioned and this research finding, there is a number of studies that are in line with this research finding. For example, in Indonesia's context, (Mustikasari & Astuti, 2021) found that the shopping process experience in the context of online channel to customer satisfaction is not significant. (Pham & Ahammad, 2017) stated that the effect of website appearance (one of the online experience items) on customer satisfaction is not significant.…”

Section: Customer Online Experience and Customer Satisfactionmentioning

confidence: 99%

Omni-Channel Capability, Online Experience & Value Co-Creation and Their Impact to Customer Satisfaction

Syafrizal,

Abdullah Saleh,

Vafaei Zadeh

2023

JMUBH

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ABSTRACT The use of technology in Indonesia, as well as the business world, will continue to increase every year. Hence, the competition in technology between retailers in the business world is tighter than ever. This requires companies to innovate with better tools and updated knowledge. One of the ways to satisfy customers is through omni-channel. This research aimed to investigate the link between omni-channel capability, online experience and value co-creation and customer satisfaction. In this study, the questionnaire was filled by 165 customers who have experienced omni-channel experience in ACE Hardware. This research uses Smart PLS 4.0 for data analysis. The result shows that there is a positive and significant effect of omni-channel capability towards online experience and value co-creation. In addition, this study also found the significant effect of value co-creation on customer satisfaction. However, this study found that omni-channel capability and online experience don’t have significant effect on customer satisfaction.

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“…Not only that, providers of e-commerce and startups also tried to enter this business by expanding their services. For instance, Shopee Fresh, GrabFresh, and BliFresh have services for delivering groceries (Mustikasari & Astuti, 2021;Singh & Rosengren, 2020).…”

Section: Introductionmentioning

confidence: 99%

“…There are few studies that combine the effects of shopping value and e-service quality in online grocery shopping. Some studies discussed these two topics separately (Chung et al, 2016;Mustikasari & Astuti, 2021). Shopping value was discussed in the context of online retail shops or e-commerce (Andriani et al, 2021;Evelina et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

The Influence of Utilitarian, Hedonic, and E-Service Quality on Consumer Satisfaction Toward E-Grocery

Kolondam

Reynaldi

Darmawan

et al. 2023

IJOMS

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Digitalization has rapidly changed consumer behavior. People can easily buy items from the internet, including groceries, without having to pay for them. Due to this demand, several e-grocery platforms have emerged. High competition in the e-grocery industry is forcing the company to adopt a new marketing strategy. This study examined factors that might affect customer satisfaction with products or services provided by e-groceries. Moreover, the study was conducted to gather a more comprehensive view of online grocery purchasing in Indonesia by combining shopping value and e-service quality that impact customer satisfaction, repurchase intention, and e-WOM purchase and purchase value in Indonesia and the U.S. It shows that shopping value (utilitarian and hedonistic) and e-service quality have a positive impact on customer satisfaction. Moreover, if customer satisfaction is fulfilled, this leads to repurchase intentions and a positive word-of-mouth response to a customer's satisfaction level. A quantitative method was used in this study with the following criteria for respondents: they must live in Jabodetabek and have used e-grocery in the past three months. The data were simulated using the SMART PLS 4 software.

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Factors Affecting Online Grocery Shopping Experience

Cited by 4 publications

References 30 publications

The Influence of E-Service Quality and Food Quality on Behavioral Intention through Attitude: Study on Millennial Moms as Online Grocery Shoppers in West Java

The Influence of E-Service Quality and Food Quality on Behavioral Intention through Attitude: Study on Millennial Moms as Online Grocery Shoppers in West Java

Omni-Channel Capability, Online Experience & Value Co-Creation and Their Impact to Customer Satisfaction

The Influence of Utilitarian, Hedonic, and E-Service Quality on Consumer Satisfaction Toward E-Grocery

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