Pengaruh E-Service Quality dan Perceived Value terhadap Loyalty dengan Satisfaction sebagai Mediasi terhadap Pelanggan ShopeeFood Jakarta Barat - Alfito Alfito; Rodhiah Rodhiah (Jurnal Manajerial Dan Kewirausahaan, 2026)
Penelitian ini bertujuan untuk menguji pengaruh E-Service Quality dan Perceived Value terhadap Loyalty pelanggan ShopeeFood di Jakarta Barat dengan Satisfaction sebagai variabel mediasi. Sampel sebanyak 204 responden pelanggan ShopeeFood di Jakarta Barat yang telah menggunakan layanan minimal tiga kali dan berusia minimal 18 tahun. Teknik sampling yang digunakan adalah purposive sampling dan data dianalisis dengan metode Partial Least Square–Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa E-Service Quality dan Perceived Value berpengaruh positif terhadap Satisfaction dan Loyalty. Satisfaction juga berpengaruh positif terhadap loyalty serta berperan sebagai variabel mediasi antara e-service quality dan perceived value terhadap loyalty. This research aims to examine the effect of E-Service Quality and Perceived Value on the Loyalty of ShopeeFood customers in West Jakarta with Satisfaction as a mediating variable. The sample consisted of 204 ShopeeFood customers who had used the service at least three times and were at least 18 years old. The sampling technique was purposive sampling and the data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that E-Service Quality and Perceived Value positively affect both Satisfaction and Loyalty. Satisfaction also has a positive effect on loyalty and serves as a mediating variable between e-service quality and perceived value towards loyalty.