Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation

Yogi Tri Prasetyo, Hans Tanto, Martinus Mariyanto, Christopher Hanjaya, Michael Nayat Young, Satria Fadil Persada, Bobby Ardiansyah Miraja, Anak Agung Ngurah Perwira Redi · 2021 · Journal of Open Innovation Technology Market and Complexity

Summary. During the COVID-19 pandemic in Indonesia, online food delivery services saw surging demand. This study surveyed 253 customers to identify what drives satisfaction and loyalty. Hedonic motivation—the enjoyment of using the service—had the strongest impact, followed by price, information quality, and promotions. Surprisingly, ease of use and navigation design did not significantly affect satisfaction, challenging conventional assumptions about digital service design.

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Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F., Miraja, B. A., & Redi, A. A. N. P.. (2021). Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation. Journal of Open Innovation Technology Market and Complexity. https://doi.org/10.3390/joitmc7010076

@article{prasetyo-2021-factors-affecting-customer-satisfaction-loyalty,
  title   = {Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation},
  author  = {Yogi Tri Prasetyo and Hans Tanto and Martinus Mariyanto and Christopher Hanjaya and Michael Nayat Young and Satria Fadil Persada and Bobby Ardiansyah Miraja and Anak Agung Ngurah Perwira Redi},
  journal = {Journal of Open Innovation Technology Market and Complexity},
  year    = {2021},
  doi     = {10.3390/joitmc7010076},
  url     = {https://doi.org/10.3390/joitmc7010076}
}

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TI  - Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation
AU  - Yogi Tri Prasetyo
AU  - Hans Tanto
AU  - Martinus Mariyanto
AU  - Christopher Hanjaya
AU  - Michael Nayat Young
AU  - Satria Fadil Persada
AU  - Bobby Ardiansyah Miraja
AU  - Anak Agung Ngurah Perwira Redi
JO  - Journal of Open Innovation Technology Market and Complexity
PY  - 2021
DO  - 10.3390/joitmc7010076
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Details

DOI: 10.3390/joitmc7010076
Countries: Indonesia
Regions: Asia
Categories: food-systems, broadband-and-digital, innovation-theory, general-innovation
Added: 2026-04-28