User Acceptance Analysis of Online Food Delivery Service Application Using The UTAUT 2 Modification Model

ShopeeFood is an online food delivery service through the ShopeeFood feature in the Shopee application, customers can place food orders which will then be delivered by ShopeeFood driver partners to the front of the customer’s house. In its application, there are still some obstacles experienced by users such as limited features, applications experiencing errors or slow loading, and orders that have been completed but not received by customers, this can have a direct impact on customer loyalty to the company. Therefore, there is a need for research that aims to determine users’ perceptions of ShopeeFood services and find out what factors affect the acceptance of ShopeeFood service users. The model used in this study is the Unified Theory of Acceptance and Use of Technology 2 (UTAUT 2) model with the addition of two variables, namely Perceived Trust and Perceived Value. This study uses a quantitative approach, distributing online questionnaires with 33 questions and analyzing data using SmartPLS version 3.2 tools. Based on the hypothesis that has been proposed. As a result of the 11 proposed hypotheses, 2 hypotheses were declared insignificant and rejected, this means that the existence of business expectations, supporting resources, the feeling of pleasure in using technology, habits, trust in a technology and the perceived benefits of users affect the intention to use technology and the existence of supporting resources, habits in using technology and intentions to use technology. a technology affects the frequency of users in using a technology.

I. Introduction

Since the existence of the Covid-19 Virus pandemic at the beginning of 2020, it has caused many public activities to be disrupted due to the implementation of Large-Scale Social Restrictions (PSBB), as well as the Implementation of Community Activity Restrictions (PPKM). Since then, many people have turned to online services, such as food delivery services.