The Influence of Food Delivery Application Attributes in Developing e-Loyalty: The Mediating Role of e-Satisfaction

Abstract

Food delivery application or FDA is a promising online food delivery service today. Even during the COVID-19 pandemic, the FDA is helping restaurants grow and helping consumers order food. This study fills the gap in the FDA literature by analyzing and empirically testing the mediating effect of e- satisfaction on the relationship between FDA attributes and e-loyalty. The FDA attributes are represented in information quality, visual design, and navigational design. Data was collected using an online questionnaire for 651 FDA user respondents in Indonesia during the COVID-19 pandemic. The data is analyzed using Partial Least Square. The findings of this study indicate that customer e-satisfaction is proven to mediate partially from visual design, navigation design with e-loyalty, and customer e-satisfaction is proven to fully mediate information quality with e-loyalty. This research closes with theoretical and managerial implications, as well as limitations.