Analysis of the Influence of ShopeeFood Services on Customer Loyalty of Pempek Checklist using the E-Service Quality Model

Dio Rizqy Saputra, Apriansyah Putra, Rizka Dhini Kurnia, Putri Eka Sevtiyuni

Abstract


The rapid advancement of information and communication technology in the digital era has transformed consumer behavior, enabling people to fulfill their daily needs more quickly and conveniently through application-based platforms. One notable development is the widespread adoption of online food delivery services such as ShopeeFood, which offer convenience, speed, and a variety of features that support digital transactions. This trend has the potential to influence customer loyalty toward food service businesses, particularly through the quality of electronic services provided. This study aims to examine the effect of E-Service Quality on customer loyalty toward Pempek Checklist using the E-Service Quality model. A quantitative research approach was employed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS software. Data were collected through an online questionnaire from 100 customers who had previously purchased Pempek Checklist through ShopeeFood. The results indicate that the Efficiency, Fulfillment, and Privacy dimensions have positive and significant effects on customer loyalty, whereas System Availability does not have a significant effect. Collectively, the four dimensions explain customer loyalty with an R² value of 0.967, indicating very strong explanatory power. These findings suggest that, in the context of ShopeeFood services, customer loyalty is driven primarily by ease of use, reliable service fulfillment, and transaction security rather than by system availability. The study highlights the importance for both business owners and platform providers to continuously enhance electronic service quality in order to strengthen long-term customer loyalty.

Keywords


customer loyalty; digital services; e-service quality; shopeefood; PLS-SEM

Full Text:

PDF

References


B. A. Diana and J. A. Sari, “Dampak Transformasi Digitalisasi terhadap Perubahan Perilaku Masyarakat Pedesaan,” J. Pemerintah. Dan Polit., Vol. 9, No. 2, pp. 88–96, 2024.

S. Wardiana, S. Olifia, and T. P. Paramitha, “Pengaruh Harga dan Promosi terhadap Keputusan Konsumsi Makanan ShopeeFood pada Generasi Z di Tangerang The Influence of Price and Promotional on Food Consumption Decisions of ShopeeFood among Generation Z in Tangerang,” Kresna J. Ris. dan Pengabdi. Masy., Vol. 5, No. 1, pp. 61–73, 2025.

M. D. D. Naufal and S. Nalurita, “Pengaruh Promosi dan Kemudahan Penggunaan Aplikasi terhadap Keputusan Pembelian Shopeefood pada Mahasiswa Universitas Dirgantara Marsekal Suryadarma Jakarta,” J. Ilm. M-Progress, Vol. 13, No. 1, pp. 23–34, 2023.

A. Olivia and E. Amalia, “Strategi Retensi Pelanggan untuk Keberlanjutan UMKM Kuliner Seafood Lokal (Studi Kasus Kelong Baba Batam),” J. Ilm. Hosp., Vol. 14, No. 2, pp. 905–914, 2025.

N. G. Woen and S. Santoso, “Pengaruh Kualitas Layanan , Kualitas Produk , Promosi , dan Harga Normal terhadap Kepuasan dan Loyalitas Konsumen,” J. Maksipreneur Manajemen, Koperasi, dan Entrep., Vol. 10, No. 2, pp. 146–163, 2021.

A. Safitri, E. Kusumastuti, and T. Haryanti, “Pengaruh E-Service Quality terhadap Kepuasan Konsumen Shopee Indonesia (Studi pada Mahasiswa di Kota Purwokerto),” J. Pustaka Akt., Vol. 2, No. 1, pp. 12–20, 2022.

W. J. Pratiwi, “Pengaruh E-Service Quality dan Information Quality terhadap Kepuasan Konsumen melalui Keputusan Pembelian Daring di Aplikasi Shopee (Studi pada Konsumen Shopee di Kota Jambi),” J. Manaj. Terap. dan Keuang., Vol. 12, No. 01, pp. 103–114, 2023.

G. W. Billyarta and E. Sudarusman, “Pengaruh Kualitas Layanan Elektronik (E-Servqual) terhadap Kepuasan Konsumen pada Marketplace Shopee di Sleman DIY,” Optim. J. Ekon. dan Manaj., Vol. 2, No. 1, pp. 41–62, 2021.

O. Brandon and Dedy, “Pengaruh E-Service Quality terhadap Kepuasan Konsumen Pengguna Shopee di Kalimantan Barat,” RIGGS J. Artif. Intell. Digit. Bus., Vol. 5, No. 1, pp. 5832–5838, 2026.

H. Hernando and W. H. Gunawan, “Loyalty among Online Food Delivery Customers : Extended Scale of e-Service Quality,” JMM J. Manaj. Maranatha, Vol. 20, No. 2, pp. 167–174, 2021.

A. Luwiska, “Analisis Pengaruh Digital Marketing terhadap Repeat Purchase dengan Digital Promotion dan E-Service Quality Sebagai Variabel Intervening pada Layanan Pesan-Antar Makanan Shopee Food di Surabaya,” J. Strateg. Pemasar., Vol. 8, No. 1, 2021.

E. Yunitasari, A. Maduwinarti, and A. Mulyati, “Pengaruh E-Payment dan E-Service Quality terhadap Kepuasan Pelanggan Pengguna Shopee Food di Kota Surabaya,” J. Din. Adm. Bisnis, Vol. 8, No. 1, 2022.

D. Y. B. Ginting, A. Suyanto, and M. Y. Febrianta, “Analysis of the Effect of E-Service Quality on E-Customer Satisfaction and E-Customer Loyalty on Shopee,” Asian J. Res. Bus. Manag., Vol. 4, No. 3, pp. 396–411, 2022.

S. Purwati, S. Mayasari, and N. Oktyajati, “Analisis Kepuasan Pelanggan Layanan Shopeefood dengan menggunakan Metode E-Service Quality,” Juminten J. Manaj. Ind. dan Teknol., Vol. 03, No. 03, pp. 1–12, 2022.

Mushofa, D. Hermina, and N. Huda, “Memahami Populasi dan Sampel : Pilar Utama dalam Penelitian Kuantitatif,” J. Syntax Admiration, Vol. 5, No. 12, pp. 5937–5948, 2024.

Sayyida, “Structural Equation Modeling (SEM) dengan SmartPLS dalam menyelesaikan Permasalahan di Bidang Ekonomi,” J. MISSY (Management Bus. Strateg., Vol. 4, 2023.

M. S. B. Yusoff, “ABC of Content Validation and Content Validity Index Calculation,” Educ. Med. J., Vol. 11, No. 2, pp. 49–54, 2019, DOI: 10.21315/eimj2019.11.2.6.




DOI: https://doi.org/10.32520/stmsi.v15i7.6723

Article Metrics

Abstract view : 5 times
PDF - 0 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.