THE IMPACT OF POS-BASED DIGITAL ORDERING SYSTEM QUALITY ON CUSTOMER REVISIT INTENTION: A CASE STUDY OF KOPI KENANGAN

This study examines the impact of Point-of-Sale (POS)-based digital ordering system quality on customer revisit intention at Kopi Kenangan. Grounded in the Technology Acceptance Model (TAM), the research investigates how perceived security and perceived ease of use influence customers’ willingness to return and make repeat purchases. Using a quantitative approach and PLS-SEM analysis on data collected from 50 respondents, the findings reveal that perceived security has a significant positive effect on revisit intention, while perceived ease of use does not significantly influence customers’ intention to return. The results suggest that customers place greater importance on transaction safety and data protection than system usability when using digital ordering platforms. These findings provide practical insights for F&B businesses seeking to enhance customer retention through secure and reliable digital ordering systems.