Analisis Keberhasilan Aplikasi Online Food Delivery Menggunakan Model Electronic Commerce System Success pada Mahasiswa S1 Akuntansi Universitas Sumatera Utara
Abstract
Penelitian ini bertujuan untuk mengukur keberhasilan aplikasi Online Food Delivery pada mahasiswa/i aktif S1 Akuntansi Fakultas Ekonomi dan Bisnis Universitas Sumatera Utara menggunakan model Electronic Commerce System Success. Dimensi yang diteliti meliputi information quality, system quality, service quality, perceived value, user satisfaction, dan intention to reuse. Penelitian ini menggunakan pendekatan kuantitatif dengan desain cross sectional dan metode survei terhadap 285 responden yang dipilih menggunakan teknik purposive sampling. Pada penelitian ini data dikumpulkan dengan menyebarkan kuesioner kepada responden. Hasil penelitian ini menunjukkan information quality, system quality, dan service quality berpengaruh positif dan signifikan terhadap perceived value dan user satisfaction. Selain itu, perceived value berpengaruh positif dan signifikan terhadap user satisfaction dan intention to reuse. Kemudian, hasil penelitian juga menunjukkan user satisfaction berpengaruh positif dan signifikan terhadap intention to reuse aplikasi Online Food Delivery. Di antara seluruh hubungan yang diuji, pengaruh user satisfaction terhadap intention to reuse merupakan hubungan yang paling dominan, sedangkan service quality menjadi faktor yang paling kuat dalam membentuk perceived value. Temuan ini menunjukkan bahwa peningkatan kualitas layanan berperan penting dalam menciptakan nilai yang dirasakan pengguna, sementara kepuasan pengguna menjadi faktor utama yang mendorong keberlanjutan penggunaan aplikasi Online Food Delivery. Penelitian ini memberikan kontribusi empiris dengan memperluas penerapan model Electronic Commerce System Success pada konteks aplikasi Online Food Delivery di kalangan mahasiswa Indonesia.
Keywords:
Online Food Delivery, User Satisfaction, Intention to Reuse, Perceived Value, ECSS
References
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Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction, and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423–443. https://doi.org/10.1080/14783360902744647
Chen, Y. K., Chen, Y. J., Chiu, F. R., & Wang, C. Y. (2015). Towards successful cloud ordering service. Business Systems Research, 6(1), 1–21. https://doi.org/10.1515/bsrj-2015-0001
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Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896. https://doi.org/10.1016/j.chb.2009.03.008
LaBarbera, P. A., & Mazursky, D. (1983). A longitudinal assessment of consumer satisfaction/dissatisfaction: The dynamic aspect of the cognitive process. Journal of Marketing Research, 20(4), 393–404. https://doi.org/10.2307/3151443
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231–243.
Negi, R. (2009). User's perceived service quality of mobile communications: Experience from Ethiopia. International Journal of Quality & Reliability Management, 26(7), 699–711. https://doi.org/10.1108/02656710910976252
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Oliver, R. L. (1992). An investigation of the attribute basis of emotion and related affects in consumption: Suggestions for a stage-specific satisfaction framework. Advances in Consumer Research, 19, 237–244.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168–174. https://doi.org/10.1177/0092070300281015
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Patma, T. S., Fienaningsih, N., Rahayu, K. S., & Artatanaya, I. G. L. S. (2021). Impact of information quality on customer perceived value, experience quality, and customer satisfaction from using GoFood application. Journal of Indonesian Economy and Business, 36(1), 51–61.
Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business services context. International Journal of Service Industry Management, 8(5), 414–434. https://doi.org/10.1108/09564239710189835
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Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063
Bitner, M. J., Gremler, D. D., & Evans, K. R. (1994). The internal service encounter. International Journal of Service Industry Management, 5(2), 34–56. https://doi.org/10.1108/09564239410057697
Bao, Z., & Zhu, Y. (2023). Understanding customers’ stickiness of live streaming commerce platforms: An empirical study based on modified e-commerce system success model. Asia Pacific Journal of Marketing and Logistics, 35(3), 775–793. https://doi.org/10.1108/APJML-09-2021-0707
Caruana, A., & Ewing, M. T. (2010). How corporate reputation, quality, and value influence online loyalty. Journal of Business Research, 63(9–10), 1103–1110. https://doi.org/10.1016/j.jbusres.2009.05.015
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction, and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423–443. https://doi.org/10.1080/14783360902744647
Chen, Y. K., Chen, Y. J., Chiu, F. R., & Wang, C. Y. (2015). Towards successful cloud ordering service. Business Systems Research, 6(1), 1–21. https://doi.org/10.1515/bsrj-2015-0001
Cronin, J. J., Jr., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
Databoks. (2025). Data pesan makanan daring terbaru dan terupdate. https://databoks.katadata.co.id/tags/pesan-makanan-daring
DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60–95. https://doi.org/10.1287/isre.3.1.60
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2/3), 107–118. https://doi.org/10.1108/08858620210419754
Erkmen, E., & Turegun, N. (2022). Success model of online food delivery system: The role of brand image in customer responses. Innovative Marketing, 18(2), 148–160. https://doi.org/10.21511/im.18(2).2022.13
Gable, G. G., Sedera, D., & Chan, T. (2008). Re-conceptualizing information system success: The IS-impact measurement model. Journal of the Association for Information Systems, 9(7), 377–408. https://doi.org/10.17705/1jais.00164
Ganapathi, P., & Abu-Shanab, E. A. (2020). Customer satisfaction with online food ordering portals in Qatar. International Journal of E-Services and Mobile Applications, 12(1), 57–79. https://doi.org/10.4018/IJESMA.2020010104
Iivari, J. (2005). An empirical test of the DeLone–McLean model of information system success. ACM SIGMIS Database, 36(2), 8–27. https://doi.org/10.1145/1066149.1066152
Jiang, L., Jun, M., & Yang, Z. (2016). Customer-perceived value and loyalty: How do key service quality dimensions matter in the context of B2C e-commerce? Service Business, 10(2), 301–317. https://doi.org/10.1007/s11628-015-0271-4
Kaur, P., Dhir, A., Talwar, S., & Ghuman, K. (2021). The value proposition of food delivery apps from the perspective of theory of consumption value. International Journal of Contemporary Hospitality Management, 33(4), 1129–1159. https://doi.org/10.1108/IJCHM-05-2020-0477
Kettinger, W. J., & Smith, J. (2009). Understanding the consequences of information systems service quality on IS service reuse. Information & Management, 46(6), 335–341. https://doi.org/10.1016/j.im.2009.03.004
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896. https://doi.org/10.1016/j.chb.2009.03.008
LaBarbera, P. A., & Mazursky, D. (1983). A longitudinal assessment of consumer satisfaction/dissatisfaction: The dynamic aspect of the cognitive process. Journal of Marketing Research, 20(4), 393–404. https://doi.org/10.2307/3151443
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231–243.
Negi, R. (2009). User's perceived service quality of mobile communications: Experience from Ethiopia. International Journal of Quality & Reliability Management, 26(7), 699–711. https://doi.org/10.1108/02656710910976252
Nivornusit, R., Kraiwanit, T., & Limna, P. (2024). Food delivery competition in the digital economy: Price war strategy in a developing country. Digital Business, 4, 100076. https://doi.org/10.1016/j.digbus.2023.100076
Nurqamarani, A. S., Jonathan, R., Gaffar, E., & Indrawati, A. (2020). The effects of mobile service qualities on customer reuse intention of Gojek Super App. Humanities & Social Sciences Reviews, 8(4), 1134–1146. https://doi.org/10.18510/hssr.2020.84108
Oliver, R. L. (1992). An investigation of the attribute basis of emotion and related affects in consumption: Suggestions for a stage-specific satisfaction framework. Advances in Consumer Research, 19, 237–244.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168–174. https://doi.org/10.1177/0092070300281015
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Patma, T. S., Fienaningsih, N., Rahayu, K. S., & Artatanaya, I. G. L. S. (2021). Impact of information quality on customer perceived value, experience quality, and customer satisfaction from using GoFood application. Journal of Indonesian Economy and Business, 36(1), 51–61.
Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business services context. International Journal of Service Industry Management, 8(5), 414–434. https://doi.org/10.1108/09564239710189835
Pearson, A., Tadisina, S., & Griffin, C. (2012). The role of e-service quality and information quality in creating perceived value: Antecedents to website loyalty. Information Systems Management, 29(3), 201–215. https://doi.org/10.1080/10580530.2012.691765
Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: Models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236–263. https://doi.org/10.1057/ejis.2008.15
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173–187. https://doi.org/10.2307/249687
Putri, W. K., & Pujani, V. (2019). The influence of system quality, information quality, e-service quality, and perceived value on Shopee consumer loyalty in Padang City. The International Technology Management Review, 8(1), 10–15. https://doi.org/10.2991/itmr.b.190417.002
Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: An empirical test and theoretic analysis. Information Systems Research, 13(1), 50–69. https://doi.org/10.1287/isre.13.1.50.96
Ray, A., Dhir, A., Bala, P. K., & Kaur, P. (2019). Why do people use food delivery apps (FDA)? A uses and gratification theory perspective. Journal of Retailing and Consumer Services, 51, 221–230. https://doi.org/10.1016/j.jretconser.2019.05.025
Risanty, R., Kesuma, S. A., Muda, I., & Maulida, Z. (2020). Service quality, system quality, information quality, and customer satisfaction of online shopping in Indonesia: An accounting student perception. International Journal of Scientific & Technology Research, 9(3), 4078–4084.
Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information Systems Research, 8(3), 240–253. https://doi.org/10.1287/isre.8.3.240
Seddon, P. B., & Kiew, M. Y. (1994). A partial test and development of DeLone and McLean's model of IS success. Australian Journal of Information Systems, 4(1), 90–109. https://doi.org/10.3127/ajis.v4i1.379
Shroff, A., Shah, B. J., & Gajjar, H. (2022). Online food delivery research: A systematic literature review. International Journal of Contemporary Hospitality Management, 34(8), 2852–2883. https://doi.org/10.1108/IJCHM-03-2021-0283
Snoj, B., Pisnik Korda, A., & Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. Journal of Product & Brand Management, 13(3), 156–167. https://doi.org/10.1108/10610420410546834
Song, J., Migliaccio, G. C., Wang, G., & Lu, H. (2017). Exploring the influence of system quality, information quality, and external service on BIM user satisfaction. Journal of Management in Engineering, 33(6), Article 04017036. https://doi.org/10.1061/(ASCE)ME.1943-5479.0000534
Statista. (2024). Jumlah unduhan aplikasi pengantaran makanan terpopuler di dunia pada 2024. https://www.statista.com/statistics/1369501/food-delivery-app-downloads-global/
Statista. (2025). Online food delivery market overview. Statista Digital Market Insights. https://www.statista.com/statistics/1170631/online-food-delivery-market-size-worldwide
Suhartanto, D., Helmi Ali, M., Tan, K. H., Sjahroeddin, F., & Kusdibyo, L. (2019). Loyalty toward online food delivery service: The role of e-service quality and food quality. Journal of Foodservice Business Research, 22(1), 81–97. https://doi.org/10.1080/15378020.2018.1546076
Teas, R. K., & Agarwal, S. (2000). The effects of extrinsic product cues on consumers’ perceptions of quality, sacrifice, and value. Journal of the Academy of Marketing Science, 28(2), 278–290. https://doi.org/10.1177/0092070300282008
Wang, C., & Teo, T. S. H. (2020). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. International Journal of Information Management, 52, 102076. https://doi.org/10.1016/j.ijinfomgt.2020.102076
Wang, H. C., & Chiu, Y. F. (2018). Developing and validating a physical product e-tailing systems success model. Information Technology and Management, 19(4), 245–257. https://doi.org/10.1007/s10799-018-0270-3
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Published
2026-07-04
How to Cite
Kesuma, S., & Marbun, V. (2026). Analisis Keberhasilan Aplikasi Online Food Delivery Menggunakan Model Electronic Commerce System Success pada Mahasiswa S1 Akuntansi Universitas Sumatera Utara. Jesya, 9(2), 1596-1615. https://doi.org/https://doi.org/10.36778/jesya.v9i2.2839
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
