The Role of Consumer Satisfaction as an Intervening Variable In Mediating The Relationship Between Service Quality and Consumer Loyalty in Shopeefood Application Users in Semarang City
Keywords:
Service Quality, Consumer Satisfaction, Consumer Loyalty, SMART-PLSAbstract
This research aims to determine and test the role of consumer satisfaction as an intervening variable in mediating the relationship between service quality and consumer loyalty among ShopeeFood users in Semarang City. The research population is ShopeeFood application users who live in Semarang City. The sampling technique uses a probability sampling technique with a purposive sampling method by distributing questionnaires via Google Form which is distributed via social media. The sample used in the research was 141 respondents and the data was processed using SMART-PLS 3.0. The results of the research show that (1) Service quality has a positive and significant effect on consumer loyalty. (2) service quality has a positive and significant effect on consumer satisfaction. (3) Consumer satisfaction has a positive and significant effect on consumer loyalty. (4) Consumer satisfaction mediates the relationship between service quality and consumer loyalty. For further research, it is recommended to add variations to the independent variables used and take samples in different cities so that the results can be compared with this research.
References
Abdillah, LA, Sufyati, HS, Muniarty, P., Nanda, I., Retnandari, SD, Wulandari, W., ... & Sina, I. (2021). Comprehensive research methods and data analysis (Vol. 1). Insania Publisher.
Alam, MMD, & Noor, NAM (2020). The relationship between service quality, corporate image, and customer loyalty of Generation Y: An application of SOR paradigm in the context of superstores in Bangladesh. Sage Open , 10 (2), 2158244020924405.
Ali, B. J., Gardi, B., Jabbar Othman, B., Ali Ahmed, S., Burhan Ismael, N., Abdalla Hamza, P., ... & Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. Ali, BJ, Gardi, B., Othman, BJ, Ahmed, SA, Ismael, NB, Hamza, PA, Aziz, HM, Sabir, BY, Anwar, G.(2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14-28.
Al-Slehat, Z. A. F. (2021). Determining the effect of banking service quality on customer loyalty using customer satisfaction as a mediating variable: An applied study on the Jordanian commercial banking sector. International Business Research, 14(4), 1-58.
Barusman, A. R. P. (2019). The effect of security, service quality, operations and information management, reliability &trustworthiness on e-loyalty moderated by customer satisfaction on the online shopping website. International Journal of Supply Chain Management, 8(6), 586-594.
Berliana, C., & Negeri Surabaya, U. (2022). Effect Of E-Service Quality, E-Trust, And Commitment On E-Loyalty With E-Satisfaction As A Mediation Variable Pengaruh E-Service Quality, E-Trust, Dan Commitment Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Mediasi. Management Studies and Entrepreneurship Journal, 3(4), 2397-2413.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European journal of marketing, 36(7/8), 811-828.
Cheng, C. C., Chang, Y. Y., & Chen, C. T. (2021). Construction of a service quality scale for the online food delivery industry. International Journal of Hospitality Management, 95, 102938.
Chin, W. W. (1998). Commentary: Issues and opinion on structural equation modeling. MIS quarterly, vii-xvi.
Choi, P., Li, J., Zhang, X., & Biser, J. (2022). What Women and Men Want in Online Product Reviews: Gender Effects on Review Helpfulness Perceptions. Journal of Applied Business and Economics, 24(5), 2022. https://doi.org/10.33423/jabe.v24i5.5547
Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Semarang. (2023). Pedoman Penyusunan Skripsi Program Sarjana.
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality & Reliability Management, 35(8), 1546-1567.
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in Islamic banks in the Sultanate of Oman. Sage Open , 10 (2), 2158244020919517.
Fitriani, LN, Nurhadi, E., & Parsudi, S. (2018). Analysis of Consumer Satisfaction and Loyalty Levels at Ponorogo Chicken Satay Restaurants H. Tukri Sobikun. Agridevina: Agribusiness Scientific Periodicals , 7 (2), 116-130.
Gasperz, Vincent. (2019). Balanced Scorecard integrated performance management system with Malcolm Baldrige and Lean Six Sima Supply Chain Management. Jakarta: PT Gramedia Pustaka Utama.
Gunden, N., Morosan, C., & DeFranco, A. (2020). Consumers’ intentions to use online food delivery systems in the USA. International journal of contemporary hospitality management, 32(3), 1325-1345.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European business review, 31(1), 2-24.
Haqq, Z. N. (2021). The Linkage Between Change Communication and Behavioral Resistance to change: Moderating Effect of Trust In Management. Mega Aktiva: Jurnal Ekonomi dan Manajemen, 10(2), 86-101.
Hastuti, I. N., Ery Wibowo, R., & Nurcahyono, N. (2024). The Effect of Capital Adequacy Ratio, Non-Performing Loan and Debt Equity Ratio on Financial Performance. Economics and Business International Conference, 1(1), 13–24. www.idx.co.id
Herianto, R. O., Alfiana, B. Z., Apriliyanti, F., Nurcahyono, N., Jatiningsih, D. E. S., & Wijayanti, P. (2023). What is The Company’s Motivation for Doing CSR? An Analysis of Manufacturing Companies. MAKSIMUM: Media Akuntansi Universitas Muhammadiyah Semarang, 13(2), 209. https://doi.org/10.26714/mki.13.2.2023.209-217
Haroen, R. (2020). Analysis of the Influence of Product Quality, Service Quality, Customer Trust on Customer Loyalty (Case Study at Pt Nusantara Surya Sakti). Jayakarta Journal of Management and Business , 1 (2), 101-120.
Hartanto, A. (2019). The influence of product quality, service quality and physical environment on customer loyalty through customer satisfaction as a mediating variable at De Mandailing Café Surabaya. Agora , 7 (1).
Hong, C., Choi, H. H., Choi, E. K. C., & Joung, H. W. D. (2021). Factors affecting customer intention to use online food delivery services before and during the COVID-19 pandemic. Journal of Hospitality and Tourism Management, 48, 509-518.
Jeremia Kolonio& Djurwati Soepeno.(2019).Pengaruh Service Quality, Trust, Dan Consumer Satisfaction TerhadapConsumer Loyalty Pada Cv. Sarana Marine Fiberglass. Jurnal EmbaVol.7 No.1 Januari 2019, Hal. 831 –840
Kenneth, E. C., & Donald, B. (2018). Integrated advertising, promotion and marketing communications (8th ed.). Pearson
Khalifah, NF, & Dianti, I. (2024). Analysis of the Influence of Price, Service Quality and Location on Honda Motorcycle Purchasing Decisions at Pt. Selaparang Mataram Motor Power. Journal Of Economics, Management And Accounting , 1 (1), 7-12.
Khan, R.U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing , 21 (1), 1-26.
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2020). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems,44(2), 544–564. https://doi.org/10.1016/j.dss.2007.07.001
Kotler, P., & Keller, K. L. (2016). Marketing management(15th ed.). Harlow, Essex Pearson Education Limited
Kumar, S., & Shah, A. (2021). Revisiting food delivery apps during COVID-19 pandemic? Investigating the role of emotions. Journal of Retailing and Consumer Services, 62, 102595.
Lepojevic, V., & Dukic, S. (2018). Factors Affecting Customer Loyalty In The Business Market - An Empirical Study In The Republic Of Serbia1 . Economics And Organization Vol. 15, No 3 , 245 – 256.
Ling, G. M., Tiep, H. S., & Er, N. Z. (2021). Customer satisfaction towards mobile food delivery apps during COVID-19 Pandemic. Reference to this paper should be made as follows: Ling, GM, 191-201.
MEITHIANA, I., Intan, N. H., & Sukesi, S. (2019). Customer loyalty: effects of sales information system, marcomm, and brandambassadors. Jurnal Studi Komunikasi, 3(2), 182-198.
Mofokeng, T. E. (2023). Antecedents of trust and customer loyalty in online shopping: The moderating effects of online shopping experience and e-shopping spending. Heliyon, 9(5).
Muzammil, A., Yunus, M., & Darsono, N. (2018). The Influence of Service Quality and Company Image on Customer Loyalty of Indihome Pt. Telkom Indonesia in Banda Aceh with customer satisfaction and trust as mediating variables. Journal of Innovation Management , 8 (3).
Myo, YN, Khalifa, GS, & Aye, TT (2019). The impact of service quality on customer loyalty of Myanmar hospitality industry: the mediating role of customer satisfaction. International Journal of Management and Human Science , 3 (3), 1-11.
Naim, A. (2022). Factors of Consumer Behavior of youth from middle-east when purchasing Organic Food. Global Scientific Review , 3 , 1-7.
Nugraheni, F. S. (2022). Pengaruh Harga, Promosi dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Shoppefood (Doctoral dissertation, STIE YKPN).
Ogunsemi, O. I. (2020). Consumer behaviour towards online food delivery services in Ireland-a segmental analysis (Doctoral dissertation, Dublin Business School).
Pourrahmani, E., Jaller, M., & Fitch-Polse, D. T. (2023). Modeling the online food delivery pricing and waiting time: Evidence from Davis, Sacramento, and San Francisco. Transportation Research Interdisciplinary Perspectives, 21, 100891.
Prasetyo, YT, Tanto, H., Mariyanto, M., Hanjaya, C., Young, MN, Persada, SF, ... & Redi, AANP (2021). Factors influencing customer satisfaction and loyalty in online food delivery service during the COVID-19 pandemic: Its relationship with open innovation. Journal of Open Innovation: Technology, Markets, and Complexity , 7 (1), 76.
Primaputra, RZ, & Sudaryanto, B. (2023). Analysis of the Influence of Brand Image, Promotion, Consumer Trust, and Service Quality on Purchasing Decisions via the ShopeeFood Application (Case of ShopeeFood Service Users Who Live in Semarang City). Diponegoro Journal of Management , 12 (1).
Pratiwi, I., Hanum, A. N., & Nurcahyono, N. (2022). Pengaruh Earning Per Share, Total Assets Turnover, Pertumbuhan Penjualan dan Debt Equity Ratio Terhadap Harga Saham. Jurnal Akuntansi, Perpajakan Dan Portofolio, 02(02), 39–50. https://journal.umpo.ac.id/index.php/JAPP/article/view/5584%0Ahttps://journal.umpo.ac.id/index.php/JAPP/article/download/5584/2405
Putra, R. D., Wibowo, R. E., & Nurcahyono, N. (2021). Akuntabilitas Pengelolaan Dana Desa : Studi Kecamatan Losari. Maksimum: Media Akuntansi Universitas Muhammadiyah Semarang, 11(2), 110–122.
Risal, T. (2019). The Influence of Service Quality on Customer Loyalty with Satisfaction as an Intervening Variable at Bmt Kampoeng Syariah. Management and Business , 1 (1).
Rizaq, Z. (2019). The Influence of Service Quality on Customer Loyalty with Trust and Satisfaction as Mediating Variables (Study of Malioboro Express Train Customers) (Doctoral Dissertation, University of Muhammadiyah Malang).
Salwa, SL, Lukitaningsih, A., & Hutami, LTH (2022). The effect of e-service quality and e-trust on e-loyalty through e-satisfaction as an intervening variable (Study on ShopeeFood customers). Journal of Applied Management and Business , 8 (2), 105-114.
Sasono, I., JUBAEDI, A. D., NOVITASARI, D., WIYONO, N., RIYANTO, R., OKTABRIANTO, O., ... & WARUWU, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473.
Setiawan, M., Effendi, N., Santoso, T., Dewi, V. I., & Sapulette, M. S. (2022). Digital financial literacy, current behavior of saving and spending and its future foresight. Economics of Innovation and New Technology, 31(4), 320-338.
Sitorus, T., & Yustisia, M. (2018). The influence of service quality and customer trust toward customer loyalty: the role of customer satisfaction. International Journal for Quality Research , 12 (3), 639.
Sudigdo, A., & Taufik, T. (2021). The Influence of Price and Quality of Garuda Express Delivery (GED) Services on Customer Satisfaction. ECOMABIS: Journal of Business Management Economics , 2 (02), 137-146.
Sugiyono, S., & Lestari, P. (2021). Communication research methods (Quantitative, qualitative, and easy ways to write articles in international journals).
Supriyanto, A., Wiyono, BB, & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management , 8 (1), 1937847.
Tandon, A., Kaur, P., Bhatt, Y., Mäntymäki, M., & Dhir, A. (2021). Why do people purchase from food delivery apps? A consumer value perspective. Journal of Retailing and Consumer Services , 63 , 102667.
Tjiptono, F., & Chandra, G. (2013). Service, Quality & Satisfaction (3rd ed.). Andy.
Tjiptono, V. (2012). The Influence of Product Quality and Price on Lasting Plastic Consumer Satisfaction (Doctoral dissertation, Ciputra University Surabaya).
Triandewo, MA, & YUSTINE, Y. (2020). The influence of service quality, company image and trust on consumer loyalty. Journal of Business and Accounting , 22 (1), 13-24.
Utami, M., Zalianti, R., Utami, PK, & Adha, MA (2023). The Influence of Product Quality, Product Design, and Product Price on Consumer Purchase Satisfaction with the Apple iPhone Brand. Journal of Economics and Management , 2 (1), 24-30.
Wilson, N., & Keni, K. (2018). The influence of website design quality and service quality on repurchase intention: Trust variable as a mediating variable. Journal of Services Management and Marketing , 11 (2), 291-310.
Wingdes, I. (2019). Pemanfaatan SEM PLS untuk penelitian. SINDIMAS, 1(1), 43-48.
Wirawan, AA, & Razak, N. (2019). The Influence of Product Quality and Location on Customer Loyalty Through Customer Satisfaction as an Intervening Variable at Lamuna Coffee in Bone Regency.
Yao, P., Osman, S., Sabri, M.F., Zainudin, N., & Li, Y. (2023). Do consumers continue to use O2O food delivery services in the post-pandemic era? Roles of sedentary lifestyle. Heliyon , 9 (9).
Yustine, Y., & Triandewo, MA, (2020). The influence of service quality, company image and trust on consumer loyalty. Journal of Business and Accounting , 22 (1), 13-24.
Zehir, C., & Narcıkara, E. (2016). E-service quality and e-recovery service quality: effects on value perceptions and loyalty intentions. Procedia-Social and Behavioral Sciences, 229, 427-443.
