Analysis of Customer Behavior and Attitudes (General Risk) on Satisfaction, Trust and Halal Awareness of Purchase Intentions in Food Delivery Applications

Septi Aditya Wulandari, Rianita Puspa Sari, Aulia Fashanah Hadining

Abstract

The COVID-19 pandemic in Indonesia has caused changes in people’s behavior, such as increased use of online shops, working at home (WFH), and other social activities carried out virtually or online. One of the policies in the era of the COVID-19 pandemic is social distancing or physical distancing, which causes people to keep their distance and avoid crowds to break the chain of the spread of COVID-19. In addition, the existence of social distancing or physical distancing policies has resulted in high product purchases online, one of which is product purchases in food delivery applications. Now, on the food delivery application is not policy regarding halal awareness so that purchasing products online makes customers see common risks such as health risks, psychological risks, environmental risks, social risks, quality risks, financial risks, and time-loss risk that affects customer trust, customer satisfaction, and purchase intention. The purpose of this study is to identify the factors of customer attitudes and behavior (general risks) that affect customer satisfaction and trust and the effect of awareness, satisfaction, and trust of halal awareness on the intention to buy halal products in food delivery applications.

Keywords

Food Delivery Applications; General Risks; Halal Awareness; Purchase Intentions.

Full Text:

PDF

References

Al-Ansi, A., Olya, H. G. T., & Han, H. (2019). Effect of general risk on trust, satisfaction, and recommendation intention for halal food. International Journal of Hospitality Management, 83(October), 210–219. https://doi.org/10.1016/j.ijhm.2018.10.017

Aziz, Y. ., & Vui, C. . (2012). The Role of Halal Awareness and Halal Certification in Influencing Non-Muslim's Purchase Intention. International Conference on Business and Economic Research, 1822.

Bank, A. D. (2020). ADB Approves $3 Million Grant to Support Indonesia's Fight Against COVID-19. Retrieved from https://www.adb.org/news/adb-approves-3-million-grant-support-indonesias-fight-against-covid-19

Battour, M. M., Battor, M. M., & Ismail, M. (2012). The mediating role of tourist satisfaction: A study of Muslim tourists in Malaysia. Journal of Travel and Tourism Marketing, 29(3), 279–297. https://doi.org/10.1080/10548408.2012.666174

Briliana, V., & Mursito, N. (2017). Exploring antecedents and consequences of Indonesian Muslim youths' attitude towards halal cosmetic products: A case study in Jakarta. Asia Pacific Management Review, 22(4), 176–184. https://doi.org/10.1016/j.apmrv.2017.07.012

Budiaji, W. (2013). Skala Pengukuran dan Jumlah Respon Skala Likert (The Measurement Scale and The Number of Responses in Likert Scale). Ilmu Pertanian Dan Perikanan, 2(2), 127–133.

Budiman, R. (2019). Factors Influencing Purchase Intention of Halal Products in Pontianak City. Indonesian Journal of Halal Research, 1(2), 46–48. https://doi.org/10.15575/ijhar.v1i2.4440

Gojek. (2020). Cara Daftar GoFood Secara Online 2020 & Biaya Pendaftarannya. Retrieved from https://www.gojek.com/blog/gofood/cara-daftar-go-food/

Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., & Mubarak, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. https://doi.org/10.1016/j.spc.2020.07.019

Istri, C., Putri, D., & Sudiksa, I. B. (2018). RISIKO TERHADAP NIAT BELI ONLINE PADA SITUS LAZADA Fakultas Ekonomi dan Bisnis Universitas Udayana , Bali , Indonesia ABSTRAK Era globalisasi saat ini menjadikan perkembangan teknologi informasi yang berkembang semakin pesat . Perkembangan teknologi terse. 7(7), 3532–3563.

Jani, D., & Han, H. (2014). International Journal of Hospitality Management Personality , satisfaction , image , ambience, and loyalty : Testing their relationships in the hotel industry. International Journal of Hospitality Management, 37, 11–20. https://doi.org/10.1016/j.ijhm.2013.10.007

KAHRAMAN, B. (2016). مقياس مقترح لتقييم جودة خدمات الملحقيات الثقافية المقدمة للطلاب.:, 147, 11–40.

Marakanon, L., & Panjakajornsak, V. (2017). Perceived quality, perceived risk, and customer trust affecting customer loyalty to environmentally friendly electronics products. Kasetsart Journal of Social Sciences, 38(1), 24–30. https://doi.org/10.1016/j.kjss.2016.08.012

Mohtar, N. M., Amirnordin, N. A., & Haron, H. (2014). Ayamas Food Corporation Sdn. Bhd: A Study on the Factors of Consumer Behaviour towards Halal Product Selection. Procedia - Social and Behavioral Sciences, 121(September 2012), 166–185. https://doi.org/10.1016/j.sbspro.2014.01.1118

Nilashi, M., Jannach, D., Ibrahim, O. bin, Esfahani, M. D., & Ahmadi, H. (2016). Recommendation quality, transparency, and website quality for trust-building in recommendation agents. Electronic Commerce Research and Applications, 19, 70–84. https://doi.org/10.1016/j.elerap.2016.09.003

Nurcahyo, A., & Hudrasyah, H. (2017). The Influence of Halal Awareness, Halal Certification, and Personal Societal Purchase Intention. Journal of Business and Management, 6(1), 21–31.

Olya, H. G. T., & Al-ansi, A. (2018). Risk assessment of halal products and services: Implication for tourism industry. Tourism Management, 65, 279–291. https://doi.org/10.1016/j.tourman.2017.10.015

Pemerintah Tentang Keamanan Pangan. Peraturan Pemerintah Republik Indonesia Nomor 86 Tahun 2019 Tentang Keamanan Pangan. , (2019).

Pramintasari, T., & Fatmawati, I. (2017). Pengaruh Keyakinan Religius, Peran Sertifikasi Halal, Paparan Informasi, Dan Alasan Kesehatan Terhadap Kesadaran Masyarakat Pada Produk Makanan Halal. Jurnal Manajemen Bisnis, 8(1), 1–33.

Roudposhti, V. M., Nilashi, M., Mardani, A., Streimikiene, D., Samad, S., & Ibrahim, O. (2018). A new model for customer purchase intention in e-commerce recommendation agents. Journal of International Studies, 11(4), 237–253. https://doi.org/10.14254/2071-8330.2018/11-4/17

Sekaran, U., & Bougie, R. (2009). Research Methods for Business.

Septiani, D., & Ridlwan, A. A. (2020). The Effects of Halal Certification and Halal Awareness on Purchase Intention of Halal Food Products in Indonesia. Indonesian Journal of Halal Research, 2(2), 55–60. https://doi.org/10.15575/ijhar.v2i2.6657

Sholihin, M., & Ratmono, D. (2013). Analasis SEM-PLS dengan WarpPLS 3.0 untuk Hubungan Nonlinear dalam Penelitian Sosial dan Bisnis (Seno, Ed.). Yogyakarta: CV ANDI OFFSET.

Tieman, M., Ghazali, M. C., & van der Vorst, J. G. A. J. (2013). Consumer perception on halal meat logistics. British Food Journal, 115(8), 1112–1129. https://doi.org/10.1108/BFJ-10/2011-0265

Yasin, R. M., & Norjanah, S. (2021). The Influenced Factors of the Switching Customer to Halal Cosmetic Products. Indonesian Journal of Halal Research, 3(1), 27–33. https://doi.org/10.15575/ijhar.v3i1.10536

YOGA, I., SURYAWARDANI, G., & ANGRENI, I. (2016). Hubungan Kepuasan Dan Kepercayaan Terhadap Loyalitas Konsumen Kopi Bubuk Cap Mutiara Pendekatan Structural Equation Modeling. E-Journal Agribisnis Dan Agrowisata (Journal of Agribusiness and Agritourism), 5(2), 408–417.

Yunus, N. S. N. M., Rashid, W. E. W., Ariffin, N. M., & Rashid, N. M. (2014). Muslim's Purchase Intention towards Non-Muslim Halal Packaged Food Manufacturer. Procedia - Social and Behavioral Sciences, 130, 145–154. https://doi.org/10.1016/j.sbspro.2014.04.018

View Counter: Abstract - 582 and PDF - 644

Refbacks

  • There are currently no refbacks.


Bookmark and Share