Perceived Ease of Use and Repurchase Intention: Mediating Roles of Trust and Customer Satisfaction
DOI:
https://doi.org/10.54518/eir.4.1.2026.1406Keywords:
Customer Satisfaction, Perceived Ease of Use, Repurchase Intention, TrustAbstract
Intensifying competition among online food delivery (OFD) platforms in Indonesia has shifted consumer behaviour, with users migrating from GoFood to ShopeeFood. This phenomenon is reflected at Kopi Kolu, a local coffee merchant in Semarang, where ShopeeFood transactions significantly exceeded GoFood in the post-pandemic period. This study examines the direct and indirect effects of Perceived Ease of Use (PEOU) on repurchase intention among GoFood users at Kopi Kolu, with trust and customer satisfaction as mediating variables. A quantitative cross-sectional survey was conducted with 150 respondents via purposive sampling, analysed using regression, path analysis, and the Sobel test in SPSS. Results show that PEOU positively affects trust (β = 0.658; p < 0.001), customer satisfaction (β = 0.696; p < 0.001), and repurchase intention (β = 0.115; p = 0.028). Both trust and customer satisfaction significantly mediate the PEOU–repurchase intention relationship. The model explains 78.9% of variance in repurchase intention, confirming that application usability drives trust and customer satisfaction, which together foster repurchase intention among local merchant consumers.
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