Mobile Service Quality’s Impact on Customer Repurchase Intention in Food and Beverage Mobile Applications

Abstract

This study aims to assess the impact of mobile service quality on customer repurchase intention in Indonesia’s food and beverage mobile applications. The research identifies key dimensions such as application design, ease of use, privacy, and customer support and evaluates their influence on customer e-satisfaction and repurchase behavior. A quantitative approach was employed, utilizing purposive sampling to gather data from 401 active users of these applications. The analysis, conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS), revealed that these dimensions significantly enhance overall mobile service quality, which in turn positively affects customer e-satisfaction and repurchase intention. The findings underscore the importance of a minimalist and user-friendly design, robust privacy measures, and responsive customer support—particularly for Gen-Z users in Indonesia, where privacy concerns are increasingly prominent. This study contributes to the existing literature by providing insights specific to the Indonesian market and offering practical recommendations for the food and beverage industry to improve mobile service quality, thereby fostering stronger customer loyalty and increasing repurchase rates. The novelty of this research lies in its focus on the rapidly growing mobile app market in Indonesia, addressing unique regional challenges and opportunities. Doi: 10.28991/HIJ-2024-05-03-011 Full Text: PDF

Keywords

• mobile service quality
• food and beverage mobile application
• customer e-satisfaction
• repurchase intention.