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Archives of Business Research – Vol. 10, No. 2
Publication Date: February 25, 2022
DOI:10.14738/abr.102.11824. Khotimah, F. N., & Hidayat, A. (2022). The Effect of Perceived Risk and Expectation Confirmation Model on Purchase Intention
Through McDonald’s App. Archives of Business Research, 10(02). 110-122.
Services for Science and Education – United Kingdom
The Effect of Perceived Risk and Expectation Confirmation Model
on Purchase Intention Through McDonald’s App
Fitri Nur Khotimah
Magister Management, Faculty of Business and Economics
Universitas Islam Indonesia
Anas Hidayat
Magister Management, Faculty of Business and Economics
Universitas Islam Indonesia
ABSTRACT
This study aims to analyze the effect of perceived risk and Expectation Confirmation
Model (ECM) towards repurchase intention through the McDonald's application. In
particular, this study analyzed the effect of performance confirmation, perceived
usefulness, perceived risk, satisfaction towards repurchase intention. The research
method used is a quantitative approach. The number of samples used in this study
are 290 respondents through an online questionnaire. The data analyzed with
structural equation modeling (SEM) and processed by AMOS 24.0. The results of the
SEM analysis show that perceived confirmation has a positive and significant effect
on perceived usefulness and satisfaction. Perceived usefulness has a positive and
significant effect on satisfaction. Satisfaction has a positive and significant effect on
repurchase intention. Perceived risk has a positive and not significant effect on
satisfaction. Also, perceived risk has negative and not significant effect on perceived
usefulness and repurchase intention.
Keywords: Performance Confirmation, Perceived Usefulness, Perceived Risk, Satisfaction,
Repurchase Intention.
INTRODUCTION
During economic growth and global market era, human behavior changed dramatically. One of
them is the way they buy food. In 2019, Nielsen Singapore conducted research which stated
that 58% of Indonesian people ordered food through a mobile application. There are 3 reasons
why people choose to order food through the application. First, it saves time and effort in
queuing or waiting. Second, it saves time and energy going to the restaurant. Third, there are
great offers from the application itself or from their business partners such as the restaurants.
The existence of this application of course not only provides benefits for consumers, but also
for the restaurants that are member of their partner. It can also be used as a marketing or
promotional tools to reach wider consumers [1].
According to Katadata Insight Center (KIC) 2021, during the COVID-19 pandemic there were 3
digital services used by Generation Z. It shows that 57% are active users of online shopping
sites through e-commerce, 36% are users of food ordering services, and 23% use food or
grocery delivery services. Specifically for food ordering services in Indonesia, the first place is
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Khotimah, F. N., & Hidayat, A. (2022). The Effect of Perceived Risk and Expectation Confirmation Model on Purchase Intention Through McDonald’s
App. Archives of Business Research, 10(02). 110-122.
URL: http://dx.doi.org/10.14738/abr.102.11824
occupied by Grabfood, followed by GoFood, Shopeefood, and MaximFood [2]. From this result
shows that it is not yet known how much consumer interest in using the McDonalds app.
It becomes interesting to be used as an object of research. On the other hand, McDonalds app is
known to have different characteristics to other food ordering applications. The McDonald's
app contains information on attractive offers and various promos that consumers can get by
redeeming offers at every McDonald's outlet. This application is also part of McDonald's
business that is more modern and convenient or often called Experience of the Future [3].
This study looked at the magnitude of influences between variables performance confirmation,
perceived usefulness, perceived risk, satisfaction, and repurchase intention through the
McDonalds application. Bhattacherjee explains that confirmation is positively related to
satisfaction. It implies the realization of the expected benefits [4]. Lin et al. asserted that
confirmation have a significant effect on satisfaction and perceived usefulness [5].
Perceived usefulness is the usefulness of a technology. If the usefulness of a technology is in
doubt, there will be no intention to use it [6]. Perceived usefulness also has an influence on
satisfaction [7–10]. When consumers are satisfied, they will continue to use the food ordering
app.
Perceived risk is consumer knowledge about the possibility of uncertain negative outcomes
from online purchases. Higher risk factors force customers to get more information, so it will
greatly affect customer purchase intentions [11], perceived usefulness [10, 12] and satisfaction
[13]. Furthermore, satisfaction is a topic that is often discussed in marketing management.
Satisfaction can defined as a comparison of a customer's perception of a product's or service's
performance to the customer's expectations of the product or service [14]. When a customer is
satisfied, they will reuse the same product or service. According to Kim et al. repurchase
intention is an individual's willingness to make purchases from the same company based on
previous experience [15]. Purchase intention is an actual action whereas repurchase intention
indicates the customer's decision to engage in future activities with the seller [16].
This research is a modification of previous research, “Influence of Expectation Confirmation,
Network Externalities, and Flow on Use of Mobile Shopping” by Sarkar & Khare [8]. This study
further simplifies the research framework by eliminating referent network size, perceived
complementary, flow, and word-of-mouth variables. Furthermore, Wu et al research is
supports by the addition of perceived risk variable [10]. Based on previous exposure, related
to knowing the high intensity of promos and discounts, McDonald's application was chosen as
the object of research because the application provides an “offer” (penawaran) feature that
allows the price of products offered lower than ordered without going through the application.
Thus, the purpose of this study is to determine the effect of risk perception and expectation
confirmation model on repurchase intentions through McDonalds's App.
FOOD AND BEVERAGE INDUSTRY IN INDONESIA
The food and beverage industry is one of the supporting sectors of manufacturing growth and
the national economy. This industry also contributes significantly to the non-oil and gas
industry as well as investment realization [17]. Kominfo showed that in 2015-2019, the food
and beverage industry grew by an average of 8.16%. During the Covid-19 pandemic on the
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fourth quarter of 2020, non-oil and gas industrial growth was 2.52%, but the food & beverage
industry could still grow by 1.58%. The food and beverage sector is one of the sectors that gets
priority in apply the technology 4.0. The impact of this development can certainly create a
skilled workforce to increase investment and productivity. This is often called the multiplier
effect. That support and facilitate industrial activities [18].
The existence of the COVID 19 pandemic has change the pattern of human behavior. Now, most
of people prefer to take away the food from restaurant or order through the application because
it obeys government regulations and also to reduce the spread of the virus. In this situation the
ministry introduced the concept of transforming industry 4.0 in online marketing. One of them
is the development of digital applications for business people to facilitate interaction with
consumers in the pandemic era.
MCDONALDS INDONESIA
McDonald's is the world's largest fast food company founded in 1955 in California, USA. In
Indonesia, McDonald’s first opened in Sarinah, Thamrin in 1991. PT Rekso Nasional Food (RNF)
one of the subsidiaries of Rekso Group signed a Master Franchise Agreement with McDonald's
International Property Company (MIPCO) to grant permission to operate all restaurants with
McDonald's brand and open new restaurant outlets throughout Indonesia [19].
On May 8, 2019, McDonalds launched an app that can be downloaded through the app store and
google play [3]. The previous existing mobile application is McDelivery, a delivery service and
information about McDonald's. Unlike the previous application, the latest application provides
various features including promo, information menus, location, and McDonalds Delivery. This
McDonalds application will provide many benefits that the company will be much easier to
interact with consumers and provide offers according to their needs and desires. In addition,
consumers will be facilitated in making McDonalds order transactions.
LITERATURE REVIEW
Theoretical Background and Conceptual Framework
Expectation Confirmation Model (ECM)
At 1980, Oliver proposed expectation confirmation theory. This proposal has been widely used
in post-adoption use behavior studies to understand consumer satisfaction and its effect on
repurchase intentions. In 2001, Bhattacherjee developed an ECM model that predicts continued
intentions using satisfaction, confirmation of expectations and perceived usefulness. ECT
basically indicates a repurchase intention based on customer satisfaction in terms of
confirmation on the expected and perceived performance of a product or service [4].
Repurchase Intention
Repurchase intentions are the most vital goal for a company's success and have been
considered a very important concept in marketing until now [20]. Keeping customers to stay
loyal to using the same product over and over again or using different products from the same
service provider should be managed properly and wisely. All companies today are more
focused on retaining their existing customers than looking for more new customers. Kim et al.
explained that repurchase intention is an individual's willingness to make purchases from the
same company based on previous experience. In internet-based business activities, competitive
advantage can be gained from customer loyalty and retention for repeat purchases [15].
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Khotimah, F. N., & Hidayat, A. (2022). The Effect of Perceived Risk and Expectation Confirmation Model on Purchase Intention Through McDonald’s
App. Archives of Business Research, 10(02). 110-122.
URL: http://dx.doi.org/10.14738/abr.102.11824
Satisfaction
A high level of customer satisfaction is the best indicator for predicting a company's future
profits. Satisfaction is broadly characterized as a post-purchase evaluation of the quality of a
given product from pre-purchase expectations. Customer satisfaction is a very personal
assessment and is strongly influenced by individual expectations [21]. Furthermore, Tandon et
al. explained that customer satisfaction is the result of comparisons between consumption,
expectations and experience and customer satisfaction that achieved when the final result
meeting expectations [13]. Customer satisfaction plays an important role in online shopping, as
it influences consumer's decisions to continue online shopping or not.
Performance Confirmation
Confirmation is a person's actual experience level in line with his initial expectations. According
to Mohamed et al. after consumption, consumers will make perceptions about product
performance and compare it with expectations, then determine confirmation [22]. Based on
Bhattacherjee, users will rate the performance of a perceived service or product compared to
their original expectations. And then user determines the extent to which their expectations are
confirmed. High confirmation will satisfy users then realize sustainability intentions.
Meanwhile, dissatisfied users will discontinue further use [4].
Perceived Usefulness
Usefulness is a subjective probability when using technology can increase the user's ability to
complete a task [23]. Aditya & Wardhana added that perceived usefulness is the usefulness of
a technology. If the usefulness of a technology is doubted, there will be no intention of someone
to use it [6]. Based on this explanation, when a person believes that the system or technology is
useful then they will continue to use it. Meanwhile, when the system or technology does not
provide benefits, they will not use it.
Perceived Risk
The theory of perceived risk perception was introduced by Raymond Bauer in the 1960s. This
concept is based on the idea that every buying activity involves risk. In this case, each buyer's
actions tend to produce consequences that cannot be anticipated certainty, and some of them
tend to be unpleasant [24]. Maziriri & Chuchu (2017) mentions that perceived risks
significantly guide consumer behavior, because people want to avoid making mistakes.
Figure1. Research Framework
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Hypothesis Development
Influence of Performance Confirmation
Bhattacherjee argues that confirmation is positively related to satisfaction with the use of
information systems. It implies the realization of the expected benefits of using information
systems, whereas disconfirmation indicates a failure to achieve expectations [4]. Furthermore,
confirmation has a positive influence on perceived satisfaction and perceived usefulness.
Meanwhile, according to Wu et al. confirmation has a significant effect on satisfaction but not
significant to the perceived usefulness [10]. Then research Lin et al. showed that confirmation
has a significant effect on satisfaction and perceived usefulness [5]. So that the hypothesis can
be formulated as follows:
H1. Performance confirmation has a positive and significant effect on perceived usefulness in
food ordering applications.
H2. Performance confirmation has a positive and significant effect on satisfaction with food
ordering applications.
Influence of Perceived Usefulness
Perceived usefulness is the degree to which an individual believes that using a particular
information system can improve job performance. It is divided into three uses: job
performance, productivity, and time savings. Bhattacherjee points out that perceived
usefulness has a significant influence on user continuity intentions and satisfaction [4]. When
consumers are satisfied, they will continue to use the food ordering app. Wu et al; Sarkar &
Khare; Amin et al; and Sfenrianto et al. agree that perceived usefulness has a significant
influence on customer satisfaction [7-10]. Therefore, the hypotheses that can be proposed for
this study is:
H3. Perceived usefulness has a positive and significant effect on satisfaction with food ordering
applications.
Influence of Perceived Risk
Perceived risk in online shopping is defined as the consumer's knowledge of the possible
uncertain negative outcomes of online purchases. The research of Dabrynin & Zhang confirms
that higher risk forces customers to get more information, so that it will greatly affect customer
purchase intentions. As a result, customers refuse to buy the product [11]. Based on the
magnitude of the influence of risk, perceived risk has a significant negative influence on
perceived usefulness [10, 12]. The proposed hypothesis is defined as:
H4. Perceived risk has a negative and significant effect on perceived usefulness on food
ordering applications.
Tandon et al. conducted research on risk perception through various approaches including:
financial risk, product performance risk, social risk, security risk, and privacy risk. The result is
that perceived risk has a negative influence on satisfaction [13]. Accordingly, the proposed
hypotheses can be formulated as follows:
H5. Perceived risk has a negative and significant effect on satisfaction on food ordering
applications.
Besides influencing perceived usefulness and satisfaction, perceived risk has an influence on
repurchase intentions. When a perceived risk has been identified in a purchasing situation,
there will be some reasonable evidence that consumer behavior can subsequently be
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App. Archives of Business Research, 10(02). 110-122.
URL: http://dx.doi.org/10.14738/abr.102.11824
determined according to that risk. Risk can occur during the buying or consumption process,
and has a negative impact on consumer attitudes [20]. According to Liang et al. higher risk has
been shown to lead lower repurchase intentions. Attitudes toward risk directly affect online
repurchase intentions that identified into four types of risks (natural disaster risk, physical risk,
political risk, and performance risk) [25]. In relation to this explanation, the hypotheses that
can be formulated:
H6. Perceived risk has a negative and significant effect on repurchase intentions on food
ordering apps.
Influence of Satisfaction
According to Suhaily and Soelasih, satisfaction is a comparison of product or service
performance perceived by customers and customer expectations for a product or service [14].
Customer satisfaction encourages repurchase intention. There are some researches that
revealed a positive influence between satisfaction and repurchase intention [26-28]. Thus, the
research hypothesis is as follows:
H7. Satisfaction has a positive and significant effect on repurchase intentions on food ordering
apps.
RESEARCH METHOD
The sample of this research is respondents who had downloaded the McDonald's app and had
made a purchase through the McDonald's app. In determining the sample, purposive sampling
techniques is used by choosing a subject that is qualified and suitable for research samples. The
results of the spread of questionnaires through google forms through various social media
platforms obtained 309 samples. A total of 19 samples did not meet the criteria. Then 290
samples were selected. It is sufficient to meet the requirements of the structural equation model
(SEM) analysis method according to Hox & Bechger and Ghozali on the criteria for using
analysis between 100 to 200 respondents [29, 30]. The scale used in describing the value of the
questionnaire are 5-point Likert scale. The Likert scale used are: 1= Strongly Disagree (STS); 2
= Agree (S); 3 = Neutral (N); 4 = Agree (S); and 5 = Strongly Agree (SS).
This study uses structural equation modeling (SEM) analysis tools which are a combination of
two separate statistical methods, factor analysis and simultaneous equation models [30]. The
SEM program utilized in this research is AMOS 24.0.
RESULTS
Sample Characteristics
Based on table 1 shows the characteristics of the 290 samples used in the study. Where males
are 86 respondents (29.70%) and females are 204 respondents (70.30%). It found 256
respondents were aged < 25 years (88.30%), 26 respondents were aged 25 - 40 years (9.00%),
and there were 8 respondents aged over 40 years (2.80%). The majority of them came from the
Java Island, which was 243 respondents (83.80%). From Yogyakarta there are 40 respondents
(13.80%). While outside Java as many as 7 respondents (2.40%).
In terms of educational background, respondents were dominated by a senior high school
graduate 220 respondents (75.90%), 6 respondents were associate’s degrees (2.10%), and 64
other respondents were bachelor's / master's degree (22.10%). In the job section, the majority
of respondents were students / college students (82.80%). 41 respondents were employee /
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entrepreneur (14.10%), 3 respondents were civil servants / soldiers / police (1.00%), and the
last 6 respondents were retired / housewife (2.10%).
Table 1. Profile of Respondents
Category N %
Gender
Male 86 29.70%
Female 204 70.30%
Age (Years)
<25 256 88.30%
25 - 40 26 9.00%
> 40 8 2.80%
Origin
Yogyakarta 40 13.80%
Java Island 243 83.80%
Outside Java 7 2.40%
Education Level
Senior High School 220 75.90%
Associate's degree 6 2.10%
Bachelor’s / Master’s degree 64 22.10%
Occupation
Students / College Students 240 82.80%
Employee / Entrepreneur 41 14.10%
Civil servants / Soldiers / Police 3 1.00%
Retired / Housewife 6 2.10%
Measurement Model Test: Validity and Reliability
Loading factor can be used to measure the validity of constructs. The minimum number of
factor loading is ≥ 0.5 or ideally ≥ 0.7 [31]. While the reliability test is good if the construct
reliability value > 0.7 and the variance extracted value > 0.5 [31]. The results of the validity test
and reliability test in Table 2 show standardized loading factor values > 0.5. Thus, it can be
concluded that all indicators are declared valid. Furthermore, the construct reliability value
more than 0.7 was concluded that the measurement items in the study were reliable.
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Khotimah, F. N., & Hidayat, A. (2022). The Effect of Perceived Risk and Expectation Confirmation Model on Purchase Intention Through McDonald’s
App. Archives of Business Research, 10(02). 110-122.
URL: http://dx.doi.org/10.14738/abr.102.11824
Table 2. Validity and Reliability Test
Variable Indicator Loading
Standards
Loading
Standard2
Measurement
Error CR AND
Performance
Confirmation
PC4 0,752 0,566 0,434
0,9 0,6 PC3 0,746 0,557 0,443
PC2 0,848 0,719 0,281
PC1 0,780 0,608 0,392
Perceived
Usefulness
PU4 0,719 0,517 0,483
0,9 0,7 PU3 0,848 0,719 0,281
PU2 0,813 0,661 0,339
PU1 0,859 0,738 0,262
Perceived
Risk
PR4 0,894 0,799 0,201
0,9 0,8 PR3 0,896 0,803 0,197
PR2 0,902 0,814 0,186
PR1 0,863 0,745 0,255
Repurchase
Intention
RI1 0,771 0,594 0,406
0,9 0,6 RI2 0,836 0,699 0,301
RI3 0,743 0,552 0,448
RI4 0,813 0,661 0,339
Satisfaction
SA4 0,839 0,704 0,296
0,9 0,7 SA3 0,844 0,712 0,288
SA2 0,813 0,661 0,339
SA1 0,779 0,607 0,393
After testing the validity and reliability, a Confirmatory Factor Analysis (CFA) was performed
to test the goodness-of-fit variables. Table 3 shows that all variables meet the requirements.
Table 3. Goodness-of-Fit Test
Index Fit Goodness of Fit Criteria Cut-off
value Result
Absolute Fit
Chi-square Small 159,416 Great
Probability ≤ 0,05 0,066 Great
GFI ≥ 0.90 0,950 Great
Incremental Fit CFI ≥ 0.90 0,994 Great
TLI ≥ 0.90 0,992 Great
Parsimony Fit PGFI ≥ 0.60 0,606 Great
PNFI ≥ 0.60 0,681 Great
Based on the estimation of the suitability of the model shown in Table 3, the values of all
parameters are declared good, so the model can be used as a hypothesis test.
Hypotheses Analysis
Table 4. Summary of Hypotheses Analysis
Estimate S.E. C.R. P Result
PC → PU 0.805 0.070 11.515 0.000 Supported
PC → SA 0.707 0.123 5.754 0.000 Supported
PU → SA 0.362 0.124 2.921 0.003 Supported
PR → PU 0.019 0.024 0.795 0.426 Positive Not Significant
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Estimate S.E. C.R. P Result
PR → SA -0.037 0.030 -1.199 0.231 Negative Not Significant
PR → RI -0.004 0.024 -0.163 0.870 Negative Not Significant
SA → RI 0.849 0.058 14.567 0.000 Supported
Figure 2. Diagram Path Model
Based on the hypothesis tests that have been done, it can be seen that:
1. Performance confirmation (PC) has a positive and significant effect on perceived
usefulness (PU) in food ordering applications. The result is evidenced by, the t-statistical
value above 1.96 and the value of P-Value below 0.05. So H1 in this study is supported.
2. Performance confirmation (PC) has a positive and significant effect on satisfaction (SA)
on food ordering applications. The result is evidenced by a t-statistical value above 1.96
and a P-Value below 0.05. So the H2 in this study was supported.
3. Perceived usefulness (PU) has a positive and significant effect on satisfaction (SA) on
food ordering applications. The result is evidenced by a t-statistical value above 1.96 and
a P-Value below 0.05. So H3 in this study is supported.
4. Perceived risk (PR) has positive and not significant effect on perceived usefulness (PU)
on food ordering applications. The result is evidenced by a t-statistical value below 1.96
and a P-Value above 0.05. So that H4 in this study is not supported.
5. Perceived risk (PR) has a negative and not significant effect on satisfaction (SA) on food
ordering applications. The result is evidenced by a t-statistical value below 1.96 and a P- Value above 0.05. So that H5 in this study is not supported.
6. Perceived risk (PR) has a negative and not significant effect on repurchase intentions
(RI) on food ordering applications. The result is evidenced by a t-statistical value below
1.96 and a P-Value above 0.05. So that H6 in this study is not supported.
7. Satisfaction (SA) has a positive and significant effect on repurchase intentions (RI) on
food ordering applications. The result is evidenced by a t-statistical value above 1.96 and
a P-Value below 0.05. So that H7 in this study is supported.
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App. Archives of Business Research, 10(02). 110-122.
URL: http://dx.doi.org/10.14738/abr.102.11824
DISCUSSION
The results of the structural equation modeling (SEM) analysis in this study showed that of the
seven hypotheses proposed, there were three that were not supported (H4, H5, and H7). First,
the test results stated that performance confirmation had a positive and significant effect on
perceived usefulness in McDonald’s app usage. It is supported by Bhattacherjee that
confirmation has an influence on perceived usefulness. The better of the performance
confirmation it is expected to increase perceived usefulness [4]. Sarkar & Khare revealed that
it is important for companies to ask consumers how the presence of applications can meet their
expectations and needs [8]. For that, the company can provide different product
recommendations according to certain moments. This will add to the enthusiasm of consumers
to use the McDonald's App. When their shopping experience has been successfully confirmed,
consumers can take benefit from promos, coupons and various attractive benefits offered.
Second, the test results showed that performance confirmation had a positive and significant
effect on satisfaction. It’s also confirmed by Lin et al. and Wu et al. which explain the positive
and significant influence between the variable performance confirmation and satisfaction [5,
10]. When consumers have used the McDonald’s app, they build a perception of product
performance and start comparing with expectations. Next, they will determine the confirmation
that ultimately leads to satisfaction or dissatisfaction [22]. One of the efforts that can be
maximized satisfaction through the McDonald's app is the optimization of bundling interesting
promos that are not obtained when shopping without apps.
Third, perceived usefulness has a positive and significant influence on satisfaction. This is in
line with Bhattacherjee's opinion that perceived usefulness has a significant influence on
satisfaction [4, 7-10]. The complex interaction between consumers through the application of
menu information and also visual appeal is very important. The interpretation of this test is one
of them is the ease of use of the application. When consumers feel facilitated and get benefit
from shopping through the application, the value of satisfaction will increase.
Fourth, based on the test results stated that perceived risk does not have a significant negative
influence on perceived usefulness. This result is different from the findings of Zhang et al. [12]
and Wu et al. [10]. However, this study received support from Styarini & Riptiono which
revealed that perceived risk had no significant effect on perceived usefulness [32]. This can be
interpreted that perceived risk is not able to describe how much benefit when using the
McDonald's application. One of the supporting factors is when consumers are in an urgent
situation. They will tend to use the McDonald's app directly. So, the risk aspect will tend to be
ignored by consumers because they perceive the benefits will be higher when using the
McDonald's application under these conditions.
Fifth, perceived risk has a negative and not significant effect on satisfaction. Octaviani &
Gunawan states that perceived risk negatively affects satisfaction [33]. The level of perceived
risk has a negative effect on consumer satisfaction but the emergence of perceived risk from
using the McDonald's app is not the main factor influencing the level of satisfaction. So, there
are other variables that are more dominant in influencing consumer satisfaction in using the
McDonald's application.
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Sixth, perceived risk has a negative and not significant effect on repurchase intentions. The
study from Octaviani & Gunawan and Bahar et al found that perceived risks did not have a
negative and significant effect on repurchase intentions [33-34]. This can be influenced by
several factors, such as consumers having different knowledge or experiences. Thus, they do
not express excessive anxiety regarding the risks of using the McDonalds application.
The last, satisfaction has a positive and significant influence on repurchase intentions.
According to Shin et al., Ashfaq et al. and Leung there is a positive influence between satisfaction
and repurchase intentions [26-28]. This statement can be interpreted that the higher the level
of consumer satisfaction with products and services, the intention to repurchase the company's
products or services will increase.
CONCLUSION
The results showed that performance confirmation had a positive and significant effect on
perceived usefulness and satisfaction in the use of McDonald's App. It was also found that
satisfaction had a positive and significant influence on repurchase intentions. The higher level
of consumer satisfaction in using the McDonald's App, repurchase intention through the
application will also increase. However, in this study, perceived risk has no significant effect on
perceived usefulness, satisfaction, and repurchase intention in using the McDonald's app.
There are several recommendations for companies to increase focus in providing maximum
service both in terms of application features or when interacting directly with consumers.
Companies need to pay attention to aspects of risks that may occur. For this reason, application
development improvements can be carried out continuously to minimize risk. The important
role of resources accompanied by a good strategy will be able to create satisfaction for
consumers who can create interest in repurchasing products through the McDonald's
Application.
The study has a fairly limited number of samples, so it does not fully represent consumers who
use McDonald's App across Indonesia accurately. Differences in the study's results can be
attributed to differences in the research country, as each country has its own culture, behavior,
and way of life. The limitations of this study require further research to produce better and
more comprehensive research on this topic.
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App. Archives of Business Research, 10(02). 110-122.
URL: http://dx.doi.org/10.14738/abr.102.11824
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