Exploring Consumer Experience and Continuance Intentions Towards Food Delivery Applications in Indonesia

The Indonesian government's implementation of mobility restrictions due to the Covid-19 pandemic has led to an increase in the usage of food delivery applications (FDAs) as a means of fulfilling the citizens' food needs. This study examines consumer experiences and the continuance intentions of using FDAs, focusing on factors that contribute to their continued use based on the Technology Acceptance Model, such as ease of use, usefulness, and actual use. A qualitative research approach was employed through semi-structured interviews. The results show that ease of use, including the simplicity of installing the app and conducting transactions, as well as perceived benefits, such as the fulfillment of food needs and reducing exposure to Covid-19, play a crucial role in maintaining continuous FDA usage. The drivers' attitudes, communication skills, and credibility also influence consumer decisions to continue using FDAs. Promotions and discounts emerged as significant factors in increasing the frequency of FDA usage.