The Effects Of Online Customer Reviews And Customer Experiences On Reuse Intention Of Mobile Food Ordering Application (MFOA)

Relevance: Journal of Management and Business Pub Date : 2022-01-09 DOI:10.22515/relevance.v4i2.4418

Kristyanto Djoko Purnomo, A. K. Diharto

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Abstract

This research was conducted in response to the research gap between some previous research by Auliya (2019), which stated that online customer reviews did not have significant effects on the reuse intention. Meanwhile, Alalwan (2020) in Hariguna & Ruangkanjanases (2020) found different results; namely, online customer reviews had a significant effect on the reuse intention. Therefore, this research objective was to determine the effects of online customer reviews and customer experiences on reuse intention through satisfaction. The research population consisted of Mobile Food Ordering Application (MFOA) users in Central Java with a total sample of 251 respondents. This research used a random sampling technique. Furthermore, the data analysis of this research used the Smart PLS 3.0 application. The research results reported that online customer reviews had a significant positive effect on satisfaction. Besides, online customer reviews, customer experience, and satisfaction had significant effects on reuse intention. There were two points related to the indirect relationship in this research; namely, both online customer review and customer experience had significant effects on reuse intention through satisfaction.

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在线顾客评论和顾客体验对移动订餐应用重复使用意愿的影响

本研究是针对Auliya(2019)之前的一些研究之间的研究差距进行的，该研究认为在线客户评论对重用意图没有显着影响。同时，Alalwan(2020)在Hariguna & Ruangkanjanases(2020)中发现了不同的结果;即，在线客户评论对重用意图有显著影响。因此，本研究的目的是通过满意度来确定在线顾客评论和顾客体验对重复使用意愿的影响。研究人群包括中爪哇的移动订餐应用程序(MFOA)用户，共有251名受访者。这项研究采用了随机抽样技术。此外，本研究的数据分析使用了Smart PLS 3.0应用程序。研究结果表明，在线顾客评论对满意度有显著的正向影响。此外，在线顾客评论、顾客体验和满意度对重用意愿有显著影响。本研究中有两点与间接关系有关;即在线客户评论和客户体验都通过满意度对重用意愿有显著影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Relevance: Journal of Management and Business

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