Darjat Sudrajat
ABSTRACT
Along with changes in customer behavior that shifts from conventional shopping habits to online, the service industry is competing to provide online-based services, including online food delivery service providers in Indonesia. This study aims to determine the effect of e-servicescape on positive word-of-mouth through customer satisfaction. This study used quantitative, survey, and cross-sectional methods. The sample size consisted of 222 respondents collected using questionnaires (g-form) by purposive sampling. In this study, PLS-SEM used to examine validity, reliability, and hypotheses. The results indicated that e-servicescape had a positive and significant effect on word-of-mouth pass through customer satisfaction. Based on the results, further analysis conducted to determine its implication and the mediation type.
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Index Terms
- Why E-Servicescape Matters for Positive Word-of-Mouth: An Empirical Study in Online Food Delivery Service During COVID-19 Pandemic in Indonesia
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