Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi

Vol. 25 No. 8 (2026): Musytari: Neraca Manajemen, Akuntansi, dan Ekonomi, ISSN 3025-9495
Articles

ANALISIS E- SERVICE QUALITY ,CUSTOMER TRUST DAN PERCEIVED FOOD QUALITY TERHADAP CUSTOMER SATISFACTION DAN REPURCHASE INTENTION PENGGUNA LAYANAN LAYANAN FOOD DELIVERY DI DKI JAKARTA

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  • Fany Riyanisa,
  • Usep Suhud,
  • Nofriska Krissanya
Fany Riyanisa
Universitas Negeri Jakarta
Usep Suhud
Universitas Negeri Jakarta
Nofriska Krissanya
Universitas Negeri Jakarta
DOI: https://doi.org/10.2238/pmg29f83

Published 2026-07-08

Keywords

  • E-Service Quality,
  • Customer Trust,
  • Perceived Food Quality,
  • Customer Satisfaction,
  • Repurchase Intention

How to Cite

ANALISIS E- SERVICE QUALITY ,CUSTOMER TRUST DAN PERCEIVED FOOD QUALITY TERHADAP CUSTOMER SATISFACTION DAN REPURCHASE INTENTION PENGGUNA LAYANAN LAYANAN FOOD DELIVERY DI DKI JAKARTA. (2026). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 25(8). https://doi.org/10.2238/pmg29f83

Abstract

This study examines the effects of E-Service Quality, Customer Trust, and Perceived Food Quality on Customer Satisfaction and Repurchase Intention among university students in DKI Jakarta who use online food delivery services. A quantitative approach was employed using a survey of 295 respondents selected through purposive sampling. Data were analyzed using Structural Equation Modeling (SEM) with AMOS 24. The results indicate that E-Service Quality positively affects Customer Satisfaction but not Repurchase Intention. Meanwhile, Customer Trust, Perceived Food Quality, and Customer Satisfaction positively and significantly influence Repurchase Intention. In addition, Customer Trust and Perceived Food Quality significantly enhance Customer Satisfaction. Keywords: E-Service Quality, Customer Trust, Perceived Food Quality, Customer Satisfaction, Repurchase Intention. Pertumbuhan layanan online food delivery di Indonesia mendorong perubahan perilaku konsumen, namun masih dihadapkan pada berbagai permasalahan terkait kualitas layanan elektronik, kepercayaan pelanggan, dan kualitas makanan yang dapat memengaruhi kepuasan serta niat pembelian ulang. Penelitian ini bertujuan menganalisis pengaruh E-Service Quality, Customer Trust, dan Perceived Food Quality terhadap Customer Satisfaction dan Repurchase Intention pada mahasiswa di DKI Jakarta pengguna layanan online food delivery. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 295 responden yang dipilih menggunakan teknik purposive sampling. Data dianalisis menggunakan Structural Equation Modeling (SEM) dengan bantuan AMOS 24. Hasil penelitian menunjukkan bahwa E-Service Quality berpengaruh positif dan signifikan terhadap Customer Satisfaction, tetapi tidak berpengaruh signifikan terhadap Repurchase Intention. Sementara itu, Customer Trust, Perceived Food Quality, dan Customer Satisfaction terbukti berpengaruh positif dan signifikan terhadap Repurchase Intention. Selain itu, Customer Trust dan Perceived Food Quality juga berpengaruh positif dan signifikan terhadap Customer Satisfaction. Temuan ini menunjukkan bahwa peningkatan kualitas layanan, kepercayaan pelanggan, dan kualitas makanan berperan penting dalam meningkatkan kepuasan pelanggan serta mendorong niat pembelian ulang.
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