Performance Evaluation of Transformative Consumer-Based Digital Services: Online Shopping Experience in Indonesia, Vallentia Annida, Rizal Edy Halim
Vallentia Nisrina Qurratuain Annida
Graduate School of Agriculture
Yamagata University
Japan
ORCID: 0009-0003-8004-0124
Rizal Edy Halim
Department of Management, Faculty of Economics and Business
Universitas Indonesia, Depok 16424
Indonesia
ORCID: 0000-0002-3927-4653
Type of Paper: Research
Received: 7 October 2025 / Revised: 22 February 2026 / Accepted: 26 February 2026 / Published: 5 May 2026
DOI: 10.47556/J.WJEMSD.22.4.2026.6
Purpose: This study examines the performance evaluation of consumer-based Click&Collect (C&C) services in Indonesia by exploring the influence of market and entrepreneurial orientation on consumer behaviour.
Design/Methodology/Approach: This quantitative approach with a cross-sectional design uses Ordinary Least Squares (OLS) regression on 323 C&C service users in Indonesia.
Findings: Market and entrepreneurial orientations positively and significantly influence C&C service performance evaluations. Consumers aged 26-41 years gave higher ratings. High-income consumers also showed more positive evaluations.
Originality/Value: This study contributes by integrating market and entrepreneurial orientation frameworks in the context of hybrid services in emerging markets.
Research Limitations: The study was conducted only in Indonesia and used cross-sectional data; therefore, the generalisability of the findings and analysis of consumer behaviour dynamics are still limited.
Practical Implications: C&C service providers must strengthen their market orientation and entrepreneurship through service innovation and responsibility to consumer needs to improve service performance.
Keywords: Business Performance; Click&Collect; Consumer Based; Digital Services; Entrepreneurship Orientation; Market Orientation
Citation: Annida, V. N. Q. and Halim, R. E. (2026): Performance Evaluation of Transformative Consumer-Based Digital Services: Online Shopping Experience in Indonesia. World Journal of Entrepreneurship, Management and Sustainable Development (WJEMSD), Vol. 22, No. 4, pp. xxx-xxx.