Generation Z's Satisfaction with Online Purchases of Local Brand Coffee During the Covid-19 Pandemic in Greater Jakarta: The Impact of E-Service Quality and Food Quality
Main Article Content
Abstract
For any coffee shop business to achieve client happiness, especially when selling online, e-service and food quality are crucial considerations. Customers who could previously order directly are now using an internet meal delivery service to order the desired food or drink due to the COVID-19 epidemic. The purpose of this study was to ascertain whether the quality of food and electronic services had an impact on Generation Z's happiness with local brand coffee purchases made online during the Covid-19 pandemic. A survey method is employed in this study. An online questionnaire will be used to gather the data. Data collection will take place in October 2020 during the Covid-19 epidemic, with the target audience being Generation Z clients in Jabodetabek with an age range of 18 to 25. using a convenience sampling strategy for data collection. The PLS-SEM will be used to test the data analysis. According to the study's findings, the quality of electronic services has a favorable impact on customer happiness, and the quality of the food has a substantial impact as well.
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How to Cite
Yuliantoro, N., Febriani, J. . ., Manuela, M. . ., Elissa, V. . ., Juliana and Sianipar, R. . . (2022) “Generation Z’s Satisfaction with Online Purchases of Local Brand Coffee During the Covid-19 Pandemic in Greater Jakarta: The Impact of E-Service Quality and Food Quality”, Jurnal Mantik, 6(3), pp. 3235-3244. Available at: https://www.ejournal.iocscience.org/index.php/mantik/article/view/3028 (Accessed: 20May2026).
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Myunghee, J. M., & Miyoung, J. (2017). Customers’ perceived website service quality and its effects on. International Journal of Contemporary Hospitality Management, 29(Unit 07), 1–5.
Namkung, Y., & Jang, S. C. (2007). Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions. Journal of Hospitality and Tourism Research, 31(3), 387–409. https://doi.org/10.1177/1096348007299924
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Nisar, T. M., & Prabhakar, G. (2017). What factors determine e-satisfaction and consumer spending in e-commerce retailing? Journal of Retailing and Consumer Services, 39(July), 135–144. https://doi.org/10.1016/j.jretconser.2017.07.010
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Palacio, J. P., & Theis, M. (2009). Introduction to Foodservice (11th ed.). Upper Saddle River, New Jersey: Pearson Education.
Pramezwary, A., Djakasaputra, A., Halim, T., & Meilivia, T. (2021). Congruity Studi Empirikal Kualitas Layanan Dan Kualitas Makanan Terhadap Kepuasan Konsumen Collage All Day Dining Restaurant. Journal of Economic, Management and Accounting, 1(2), 1–10.
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Ramayah, T., Cheah, J., Chuah, F., Ting, H., Memon, M. A. (2018). Partial Least Squares Structural Equation Modeling (PLS-SEM) using SmartPLS 3.0: An Updated Guide and Practical Guide to Statistical Analysis, 2nd ed. Kuala LumpurPearson, Malaysia.
Rasmansyah. (2017). The Effect of Service Quality and Promotion to Customer Satisfaction and Implication of Customer Loyalty in Vehicle Financing Company in Jakarta Indonesia. International Journal of Advanced Scientific Research, 2(6), 22-30 I.
Ringle, C.M., Wende, S. and Becker, J. (2015). “SmartPLS 3”, SmartPLS, Bönningstedt, available at: www.smartpls.com.
Seemiller, C., & Grace, M. (2017). Generation Z: Educating and Engaging the Next Generation of Students. About Campus, 22(3), 21–26. https://doi.org/10.1002/abc.21293
Simangunsong, E. (2018). Generation-Z Buying Behaviour in Indonesia: Opportunitites for Retail Businesses. Jurnal Ilmiah Manajemen, 8(2), 243–253.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1). https://doi.org/10.1088/1757-899X/131/1/012012
Toffin. (2020). Riset Toffin.
Voice of Indonesia. (2019). Kedai Kopi di Indonesia Hampir Mencapai 3.000 Gerai.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911
Chung Sub Shin, Gyu Sam Hwang, Hye Won Lee, S. R. C. (2015). The Impact of Korean Franchise Coffee Shop Service Quality and Atmosphere on Customer Satisfaction and Loyalty.pdf. Business Management, 5(4), 47–57.
Cousins, J., Lillicrap, D., & Weekes, S. (2014). Food and Beverage Service (9th ed.). London: Hodder Education.
DetikFood. (2016). Generasi Millennial Terbukti Lebih Banyak Minum Kopi Dibandingkan Generasi Sebelumnya.
Ghozali & Latan. (2015). Partial Least Square SEM (PLS - SEM). Partial Least Square. https://doi.org/10.1590/s1809-98232013000400007
Hair, J. F., William, J., Black, C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (7th ed.). Edinburgh Gate, Harlow: Pearson Education Limited.
Henseler, J., Ringle, C.M. and Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling”, Journal of the Academy of Marketing Science, Vol. 43 No. 1, pp. 115-135.
He, Z., Han, G., Cheng, T. C. E., Fan, B., & Dong, J. (2018). Evolutionary Food Quality and Location Strategies for Restaurants in Competitive Online-to-Offline Food Ordering and Delivery Markets: An Agent-Based Approach. International Journal of Production Economics, 215, 61–72. https://doi.org/10.1016/j.ijpe.2018.05.008
Huang, H. C., Chang, Y. T., Yeh, C. Y., & Liao, C. W. (2014). Promote the price promotion the effects of price promotions on customer evaluations in coffee chain stores. International Journal of Contemporary Hospitality Management, 26(7), 1065–1082. https://doi.org/10.1108/IJCHM-05-2013-0204
Juliana, Juliana, Arifin Djakasaputra , Rudy Pramono, E. H. (2020). Brand Image , Perceived Quality , Ease Of Use , Trust , Price , Service Quality On Customer Satisfaction And Purchase Intention Of Blibli Website With Digital Technology As Dummy Variable In The Use. Journal of Critical Reviews, 7(11), 3987–4000.
Juliana, Juliana, Tania, Tanujaya, Nathaniel, N. (2021). Analisis Pengaruh Kualitas Pelayanan Hotel dan Fasilitas Hotel Terhadap Kepuasan Pelanggan. Judicious Journal of Management, 2(1), 1–10.
Juliana , Amelda Pramezwary, Bela Valentina Lestari, J. A. (2020). Kajian Empiris Fast Food Service Quality Terhadap Customer Satisfaction Journal of Management, Accouniting, Economic and Business, 01(01), 56–70.
Juliana, J. (2019). Analisis Pengaruh Brand Image ,Service Quality dan Price Terhadap Customer Satisfaction. E-Jurnal Manajemen Universitas Udayana, 8 No 9. https://doi.org/DOI: https://doi.org/10.24843/EJMUNUD.2019.v08.i09.p25
Kementrian Perindustrian Republik Indonesia. (2017). Industri Makanan dan Minuman Masih Hadi Andalan.
Kominfo. (2020). Dirjen IKP: Masa Pandemi, Masyarakat Cepat Adaptasi Teknologi Internet.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pretice Hall.
Li, C., Mirosa, M., & Bremer, P. (2020). Review of Online Food Delivery Platforms and Their Impacts on Sustainability. International Journal of Sustainability, 12(14), 1–17. https://doi.org/10.3390/su12145528
Liu, Y., & Jang, S. C. (Shawn). (2009). Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? International Journal of Hospitality Management, 28(3), 338–348. https://doi.org/10.1016/j.ijhm.2008.10.008
Lu, C. Y., Suhartanto, D., Gunawan, A. I., & Chen, B. T. (2020). Customer Satisfaction toward Online Purchasing Services: Evidence from Small & Medium Restaurants. International Journal of Applied Business Research, 2(1), 1–14. https://doi.org/10.35313/ijabr.v2i01.89
Mohammed, M. E., Wafik, G. M., Jalil, S. G. A., & Hassan, Y. A. El. (2016). The Effects of E-Service Quality Dimensions on Tourist’s e-Satisfaction. International Journal of Hospitality & Tourism Systems, 9(1), 12–20.
Myunghee, J. M., & Miyoung, J. (2017). Customers’ perceived website service quality and its effects on. International Journal of Contemporary Hospitality Management, 29(Unit 07), 1–5.
Namkung, Y., & Jang, S. C. (2007). Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions. Journal of Hospitality and Tourism Research, 31(3), 387–409. https://doi.org/10.1177/1096348007299924
Nindiani, A., Hamsal, M., & Purba, H. H. (2018). Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery. Binus Business Review, 9(2), 95. https://doi.org/10.21512/bbr.v9i2.4257
Nisar, T. M., & Prabhakar, G. (2017). What factors determine e-satisfaction and consumer spending in e-commerce retailing? Journal of Retailing and Consumer Services, 39(July), 135–144. https://doi.org/10.1016/j.jretconser.2017.07.010
Osman, A. R., Hossain, T., & Sarkar, J. B. (2018). Investigating university students’ satisfaction with on-campus cafeteria services: an empirical study in perspective of private university. Asian Journal of Empirical Research, 8(6), 225–237. https://doi.org/10.18488/journal.1007/2018.8.6/1007.6.225.237
Palacio, J. P., & Theis, M. (2009). Introduction to Foodservice (11th ed.). Upper Saddle River, New Jersey: Pearson Education.
Pramezwary, A., Djakasaputra, A., Halim, T., & Meilivia, T. (2021). Congruity Studi Empirikal Kualitas Layanan Dan Kualitas Makanan Terhadap Kepuasan Konsumen Collage All Day Dining Restaurant. Journal of Economic, Management and Accounting, 1(2), 1–10.
Purwanto, A., & Juliana. (2022). The effect of supplier performance and transformational supply chain leadership style on supply chain performance in manufacturing companies. Uncertain Supply Chain Management, 10(2), 511–516. https://doi.org/10.5267/j.uscm.2021.12.001
Ramayah, T., Cheah, J., Chuah, F., Ting, H., Memon, M. A. (2018). Partial Least Squares Structural Equation Modeling (PLS-SEM) using SmartPLS 3.0: An Updated Guide and Practical Guide to Statistical Analysis, 2nd ed. Kuala LumpurPearson, Malaysia.
Rasmansyah. (2017). The Effect of Service Quality and Promotion to Customer Satisfaction and Implication of Customer Loyalty in Vehicle Financing Company in Jakarta Indonesia. International Journal of Advanced Scientific Research, 2(6), 22-30 I.
Ringle, C.M., Wende, S. and Becker, J. (2015). “SmartPLS 3”, SmartPLS, Bönningstedt, available at: www.smartpls.com.
Seemiller, C., & Grace, M. (2017). Generation Z: Educating and Engaging the Next Generation of Students. About Campus, 22(3), 21–26. https://doi.org/10.1002/abc.21293
Simangunsong, E. (2018). Generation-Z Buying Behaviour in Indonesia: Opportunitites for Retail Businesses. Jurnal Ilmiah Manajemen, 8(2), 243–253.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1). https://doi.org/10.1088/1757-899X/131/1/012012
Toffin. (2020). Riset Toffin.
Voice of Indonesia. (2019). Kedai Kopi di Indonesia Hampir Mencapai 3.000 Gerai.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911
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