Proceedings of the International Conference on Education, Humanities, Social Science (ICEHoS 2022)

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What Happened After Customer Experiencing Buying Food Online?

Authors
Ajeng Kusumawati1, *, Unggul Kustiawan1
1Esa Unggul University, Jakarta, Indonesia
*Corresponding author. Email: ajengkusumawati1012@gmail.com
Corresponding Author
Ajeng Kusumawati
Available Online 1 August 2023.
DOI
10.2991/978-2-38476-088-6_36How to use a DOI?
Keywords
Online Post-Purchase Customer Experience; Online Customer Satisfaction; Online Repurchase intention; Word of Mouth
Abstract

Globalization, economic growth and technological development has been increasing the importance of e-commerce. In current decade, e-commerce technology has been developed in the level it had the ability to connecting customer and e- commerce interface in real time. One of the service interfaces is operating in online food delivery. In the operating of online foods delivery, it is essential to investigate the effect of online post-purchase customer experience to online customer satisfaction, word of mouth and online repurchase intention. The population of this study is online food delivery customer. Total respondent is 215 online foods delivery customer. The research was analyzed using SEM with LISREL. The findings of the study show that some of online post-purchase customer experience variable which are delivery, product in hand and benefit increasing customer satisfaction. But one variable which is customer support, it is not affecting online customer satisfaction. Other finding shows that online customer satisfaction increasing online repurchase intention and word of mouth. Lastly, word of mouth variable affecting online repurchase intention.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Education, Humanities, Social Science (ICEHoS 2022)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
1 August 2023
ISBN
978-2-38476-088-6
ISSN
2352-5398
DOI
10.2991/978-2-38476-088-6_36How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ajeng Kusumawati
AU  - Unggul Kustiawan
PY  - 2023
DA  - 2023/08/01
TI  - What Happened After Customer Experiencing Buying Food Online?
BT  - Proceedings of the International Conference on Education, Humanities, Social Science (ICEHoS 2022)
PB  - Atlantis Press
SP  - 325
EP  - 336
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-088-6_36
DO  - 10.2991/978-2-38476-088-6_36
ID  - Kusumawati2023
ER  -