The Effect of E Service Quality on E Satisfaction and E Trust and Its Impact on Repurchase Intention, Word of Mouth, and Site Revisit
Keywords:
E Service Quality, E Satisfaction, E Trust, Repurchase Intention, Site Revisit, Word of Mouth
Abstract
This study aims to examine the effect of e service quality on e satisfaction and e trust, as well as its impact on repurchase intention, word of mouth, and site revisit among GoFood users on the Gojek application in Indonesia. The population of this study consists of all GoFood users in Indonesia, with a sample of 210 respondents. Data were analyzed using Smart PLS with the Structural Equation Modeling Partial Least Squares approach. The results indicate that e service quality has a positive and significant effect on e satisfaction and e trust. Furthermore, e satisfaction has a positive and significant effect on word of mouth, repurchase intention, and site revisit. Likewise, e trust has a positive and significant effect on word of mouth, repurchase intention, and site revisit. These findings suggest that improving electronic service quality is essential to enhance user satisfaction and trust, which subsequently encourage repeat purchases, positive recommendations, and continued use of the platform. Therefore, GoFood should continuously improve its digital service quality to strengthen customer loyalty and maintain competitiveness in the online food delivery industry.
References
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Almawash, R. and M. Saleh, “The impact of e-service quality on customer satisfaction in food delivery applications,” International Journal of Service Management, vol. 14, no. 1, pp. 45–60, 2025.
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Sekaran, U. and R. Bougie, Research Methods for Business: A Skill Building Approach, 7th ed. John Wiley & Sons, 2016.
Statista, “Internet penetration and smartphone users in Indonesia,” Statista, 2023.
Sugiyono, Quantitative, Qualitative, and R&D Research Methods. Bandung: Alfabeta, 2018.
Sundari, N., “The relationship between e service quality and customer satisfaction in food delivery applications,” Journal of Digital Business Research, vol. 6, no. 2, pp. 88–101, 2023.
Widodo, T. and S. Yosepha, “E trust as a mediator of e service quality and customer loyalty in GoFood users,” Jurnal Ekonomi Digital, vol. 5, no. 1, pp. 22–35, 2023.
Wirawan, D., “Customer perception of convenience and usability in online food delivery platforms,” Asian Journal of Business Research, vol. 9, no. 4, pp. 55–67, 2022.
Wuisan, M., “The effect of e service quality and food quality on customer loyalty through perceived value and satisfaction in GoFood services,” Journal of Consumer Studies, vol. 7, no. 3, pp. 101–118, 2021.
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AUTHOR'S DECLARATION
Authors’ contributions and responsibilities: All authors contributed substantially to the conception and design of the study, data collection, data analysis, interpretation of results, manuscript preparation, and final approval of the submitted version. All authors take full responsibility for the content of this manuscript.
Funding: No external funding was received for this study.
Competing interests: The authors declare that they have no competing interests.
Did you use generative AI to write this manuscript?: No.
Declaration of generative AI and AI-assisted technologies in the writing process: No generative AI or AI assisted technologies were used in the writing, editing, or preparation of this manuscript.
Almawash, R. and M. Saleh, “The impact of e-service quality on customer satisfaction in food delivery applications,” International Journal of Service Management, vol. 14, no. 1, pp. 45–60, 2025.
Amadea, N. and C. Herdinata, “The effect of e-trust and perceived value on repurchase intention among e-commerce users,” Jurnal Manajemen dan Kewirausahaan, vol. 24, no. 2, pp. 133–145, 2022.
Amado-Mateus, J. et al., “Customer trust as a predictor of electronic word of mouth in digital marketplaces,” Journal of Interactive Commerce, vol. 19, no. 1, pp. 77–92, 2025.
APJII, Indonesia Internet User Distribution Report 2024. Jakarta: Asosiasi Penyelenggara Jasa Internet Indonesia, 2024.
Bisnis.com, “Gojek application experienced technical disruption affecting GoFood services,” Bisnis.com, 2023.
Databoks, “Monthly active users of Gojek and GoFood in Indonesia,” Databoks, 2024.
Ejournals, “The role of e service quality in shaping customer satisfaction and trust in digital platforms,” Ejournals, 2025.
Goodstats, “Online food delivery trends and consumer behavior in Indonesia,” Goodstats, 2024.
Hapsari, R. et al., “The effect of customer trust and service quality on loyalty through electronic word of mouth,” Journal of Marketing Studies, vol. 15, no. 2, pp. 45–58, 2021.
Hidayah, N., “The role of e-trust in influencing e-satisfaction and loyalty on digital platforms,” Jurnal Ekonomi Digital Indonesia, vol. 6, no. 1, pp. 55–68, 2025.
Jakpat, Indonesia Online Food Delivery Market Survey 2024. Jakarta: Jakpat Research Report, 2024.
Katadata, “Indonesia becomes the largest online food delivery market in Southeast Asia,” Katadata Insight Center, 2024.
Katadata Insight Center, Digital Economy and Consumer Behavior in Indonesia. Jakarta: Katadata Insight Center, 2024.
Latan, H. and I. Ghozali, Partial Least Squares: Concepts, Methods, and Applications Using WarpPLS. Semarang: Badan Penerbit Universitas Diponegoro, 2012.
Lee, J., H. Kim, and S. Park, “The impact of e service quality dimensions on customer satisfaction in online platforms,” International Journal of Service Management, vol. 10, no. 3, pp. 112–126, 2019.
Li, X. et al., “Emotional experience, customer satisfaction, and revisit intention in internet shopping malls,” Journal of Theoretical and Applied Electronic Commerce Research, vol. 19, no. 3, pp. 410–428, 2024.
Li, X. et al., “E-trust and revisit intention in digital shopping environments: The mediating role of satisfaction,” Electronic Commerce Studies Review, vol. 20, no. 1, pp. 88–104, 2025.
Liputan6, “GoFood service disruption due to system problems,” Liputan6.com, 2022.
Listiyana, D. et al., “The influence of e-trust on repurchase intention among online shopping platform users,” Jurnal Bisnis dan Manajemen Indonesia, vol. 9, no. 3, pp. 201–214, 2022.
Lolemo, A. and R. Pandya, “E-service quality as a determinant of trust in digital services,” Asian Journal of Business Innovation, vol. 11, no. 2, pp. 91–107, 2025.
Malhotra, N. K., Marketing Research: An Applied Orientation, 7th ed. Pearson Education, 2020.
Mahendra, A. and Mugiono, “The influence of e service quality, e word of mouth, and e trust on repurchase intention of Gojek users,” Jurnal Manajemen dan Bisnis, vol. 8, no. 1, pp. 77–89, 2022.
McKinsey & Company, The Future of Digital Consumer Services in Southeast Asia. McKinsey Insights, 2023.
NielsenIQ, Consumer Preference Toward Convenience Based Digital Food Services. NielsenIQ Report, 2024.
Nurul, F. et al., “The effect of e-satisfaction on e-word of mouth in the Tokopedia marketplace,” Jurnal Manajemen Pemasaran, vol. 16, no. 1, pp. 23–35, 2022.
Prabowo, H. et al., “Customer satisfaction and online word of mouth in e-commerce communities,” Journal of Consumer Behavior Studies, vol. 12, no. 4, pp. 300–315, 2024.
Ramdhansya, M. et al., “E-service quality as a predictor of customer satisfaction in online food delivery: A systematic literature review,” International Review of Digital Business Research, vol. 7, no. 1, pp. 1–18, 2025.
Rita, P., T. Oliveira, and A. Farisa, “The impact of e-service quality and customer satisfaction on customer behavior in online shopping,” Heliyon, vol. 5, no. 10, p. e02690, 2019.
Sahranavard, S. et al., “E-satisfaction and repurchase intention in online food delivery services,” Journal of Retailing and Consumer Services, vol. 76, p. 103512, 2024.
Santoso, S., SEM Concepts and Applications with AMOS 22. Jakarta: Elex Media Komputindo, 2014.
Sekaran, U. and R. Bougie, Research Methods for Business: A Skill Building Approach, 7th ed. John Wiley & Sons, 2016.
Statista, “Internet penetration and smartphone users in Indonesia,” Statista, 2023.
Sugiyono, Quantitative, Qualitative, and R&D Research Methods. Bandung: Alfabeta, 2018.
Sundari, N., “The relationship between e service quality and customer satisfaction in food delivery applications,” Journal of Digital Business Research, vol. 6, no. 2, pp. 88–101, 2023.
Widodo, T. and S. Yosepha, “E trust as a mediator of e service quality and customer loyalty in GoFood users,” Jurnal Ekonomi Digital, vol. 5, no. 1, pp. 22–35, 2023.
Wirawan, D., “Customer perception of convenience and usability in online food delivery platforms,” Asian Journal of Business Research, vol. 9, no. 4, pp. 55–67, 2022.
Wuisan, M., “The effect of e service quality and food quality on customer loyalty through perceived value and satisfaction in GoFood services,” Journal of Consumer Studies, vol. 7, no. 3, pp. 101–118, 2021.
Yulianti, D. and R. Satya, “E service quality and customer satisfaction in GoFood services in Jakarta,” Jurnal Manajemen Pemasaran, vol. 14, no. 2, pp. 61–74, 2022.
AUTHOR'S DECLARATION
Authors’ contributions and responsibilities: All authors contributed substantially to the conception and design of the study, data collection, data analysis, interpretation of results, manuscript preparation, and final approval of the submitted version. All authors take full responsibility for the content of this manuscript.
Funding: No external funding was received for this study.
Competing interests: The authors declare that they have no competing interests.
Did you use generative AI to write this manuscript?: No.
Declaration of generative AI and AI-assisted technologies in the writing process: No generative AI or AI assisted technologies were used in the writing, editing, or preparation of this manuscript.
Published
2026-05-08
How to Cite
Rizaldi Ramadhan, Mahrinasari MS, & Yuniarti Fihartini. (2026). The Effect of E Service Quality on E Satisfaction and E Trust and Its Impact on Repurchase Intention, Word of Mouth, and Site Revisit. International Journal of Economics, Business and Innovation Research, 5(03), 1599-1619. https://doi.org/10.63922/ijebir.v5i03.3505
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