ABSTRACT
E-servicescape is the characteristic of the physical environment in a virtual space such as a website or smartphone application. This study aims to examine how the e-servicescape dimensions (aesthetic appeals, layout and functionality, financial security) affect purchase intention mediated by trust and perceived value in the Online Food Delivery Service (OFDS) platforms. A total of 180 OFDS users participated in this study. The data was analyzed using Structured Equation Modeling. The findings revealed that all the e-servicescape dimensions affect trust and perceived value, with the financial security dimension having the strongest effect size on both trust and perceived value. Furthermore, trust and perceived value exhibit a significant relationship with purchase intention. This study contributes to the existing literature on OFDS and e-servicescape. Relevant managerial implications for OFDS platforms and restaurants using OFDS were discussed in this study.
Acknowledgements
The authors gratefully acknowledge financial support from LPPM UBAYA for this work under the internal research grant of 2022 (030/ST-Lit/LPPM-01/FBE/V/2022).
Disclosure statement
No potential conflict of interest was reported by the author(s).