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Diana Aqmala
STIE TOTALWIN SEMARANG
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Peningkatan Kualitas Layanan Driver ShopeeFood di Kota Semarang melalui Personal Value dan Kepuasan Kerja dengan Peran Organizational Citizenship Behavior sebagai Mediasi Naufal Pramudya, Satria Afif; Linati Haziroh, Awanis; Aqmala, Diana; Setiawan, Aries
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 7 No. 3 (2026): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v7i3.11227

Abstract

This study was motivated by the suboptimal quality of ShopeeFood driver services in Semarang, particularly in terms of speed, responsiveness, and consistency of professionalism, amid fierce competition in the food delivery service industry, which indicates internal problems related to driver work behavior. This study aims to analyze the role of personal value and job satisfaction in improving the service quality of ShopeeFood drivers in Semarang City, with Organizational Citizenship Behavior (OCB) as a mediating variable. The study used a quantitative approach with purposive sampling of 120 active ShopeeFood drivers in Semarang City, data collection through a five-point Likert scale questionnaire, and analysis using Partial Least Squares-Structural Equation Modeling (PLS-SEM) through SmartPLS 4, which included outer model testing, inner model testing, and hypothesis testing. The results show that personal value does not have a significant direct effect on service quality but has a significant effect on OCB, while job satisfaction has a significant effect on both service quality and OCB. Furthermore, OCB has a significant effect on service quality and mediates the effect of personal value and job satisfaction on service quality, where OCB mediation makes the effect of personal value on service quality significant. These findings indicate that improving the service quality of ShopeeFood drivers is more effectively achieved by strengthening job satisfaction and OCB behavior, while personal value provides optimal contributions when manifested in voluntary behavior that supports service quality.
Co-Authors Abd. Rasyid Syamsuri Abu Salam Acoktang, Acoktang Adilla Kustya Ulfa Aflit Nuryulia Praswati Alpiana, Vika Althaf, Sayyida Alzami, Farrikh Amanah, Citra Amelia, Zairina Anggi, Lusi Setia Aprilya, Dandy Ariati Anomsari Arifiana, Latifa Aryanto, Vincent Didiek Wiet Awanis Linati Haziroh Cahya, Handy Nur Cakranadi, Muhamad Candra Irawan Chasanah, Amalia Nur Damar, Haunan Dewi Agustini Santoso Dwi Eko Waluyo Eggy Ramanda, Noveca Eko, Dwi Ervina, Mareta Fatmawati, Elia Resha Febriana, Artha Febrianur Ibnu Fitroh Sukono Putra Hallang, Andi Hariyadi, Guruh Taufan Hartanti, Anita Heri Saputra, Ian Febryan Hidayat, Rafli Wahyu Ida Farida Ifan Rizqa Ika Novita Dewi Juliana, Laras Kharisma, Novia Putri Khasanah, Tri Uswatun Kusuma, Pradana Jati Lesmarna, Salsabila Putri Linati Haziroh, Awanis Maharani, Ovin Mahmud Mahmud Masitha Fahmi Wardhani Megantara, Rama Aria Mudinillah, Adam Muhammad Alvinnur Budiansyah Mujib, Miftachul Natasya, Tabitha Ellen Naufal Pramudya, Satria Afif Novianti, Astrid Oktariza, Linda Ayu Oktavia Ayu Lestari Oktoriza, Linda Ayu Ovi Kusumawardani, Ovi Panca, Ardhilla Rossynta Perdana, Tito Aditya Piji Pakarti Pratama, Yuko Kurnia Puji Purwatiningsih, Aris Purusa, Nanda Adhi Putra, Raffa Ardarajuna Ramadhan Rakhmat Sani Ramadhan, Firza Arief Ramadhan, Ryan Ricardus Anggi Pramunendar Roymon Panjaitan Safitri, Maria Samasta, Almira Santi Sartika, Desta Pasura Setiawan, Aries Sih Darmi Astuti Silvia Damayanti SUCI NURYANI Sukuno Putra, Febrianur Ibnu Fitroh Suryawijaya, Tito Wira Eka Suseno, Rian Adi Syaifuddin, Mukhammad Taufan Hariyadi, Guruh Trianovita, Helena Ade Tsalitsa, Utia Ulfa, Adiila Kustya Ulya, Salma Novita Wahyudyar, Aprillia Bunga Timur Wardani, Silvia Kusuma Wibowo, Isro' Rizky Wibowo, Mochammad Eric Suryakencana Wismiyanti, Rizki Kamila Yohan Wismantoro Yovita, Lenni Zahara, Marsya Indana Zakaria, Fakhmi