<![CDATA[Purpose – This study aims to examine the effect of e-service quality on the e-loyalty of ShopeeFood users in Malang City, with e-customer satisfaction serving as a mediating variable. Design/Methodology/Approach – This study employed an explanatory research design with a quantitative approach. Data were collected through an online questionnaire from 175 ShopeeFood users residing in Malang City who were selected using a purposive sampling technique. The collected data were analyzed using the measurement model and structural model with SmartPLS 4.0 to examine both direct and indirect relationships among the variables. Findings – The results indicate that e-service quality has a positive and significant effect on e-customer satisfaction but does not have a significant direct effect on e-loyalty. In contrast, e-customer satisfaction has a positive and significant effect on e-loyalty and significantly mediates the relationship between e-service quality and e-loyalty. These findings demonstrate that improvements in electronic service quality enhance customer loyalty primarily by increasing customer satisfaction rather than through a direct effect. Originality/Value – This study contributes to e-service and customer relationship literature by revealing the mediating role of e-customer satisfaction in explaining how e-service quality translates into e-loyalty in the online food delivery industry. The findings provide empirical evidence that customer satisfaction is the key mechanism linking digital service quality to long-term loyalty. Practically, the study offers strategic insights for food delivery platforms to prioritize service quality improvements that enhance customer satisfaction as a means of strengthening user retention.]]>
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