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All Journal JURNAL MANAJEMEN MOTIVASI
Adrian Suharsono
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Bahasa Inggris Adrian Suharsono; Siti Rahayu; Fitri Novika Widjaja
JURNAL MANAJEMEN MOTIVASI Vol 22 No 1 (2026): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29406/jmm.v22i1.8560

Abstract

This study examines how e-service quality, food quality, and brand image influence customer loyalty, with perceived value and customer satisfaction as mediators in Indonesia’s online food delivery industry. Using a quantitative causal approach with data from 226 active users and PLS-SEM analysis, the results show that e-service quality significantly improves loyalty, while brand image increases customer satisfaction. Food quality does not significantly affect loyalty, and both mediators are insignificant. The findings indicate that digital service performance and brand image are more crucial for customer satisfaction and loyalty than food quality.
Co-Authors Fitri Novika Widjaja Siti Rahayu