The Influence of Service Quality, Perceived Value, and Trust on Customer Loyalty via Customer Satisfaction in Deliveree Indonesia

Abstract

This study aims to examine the impact of service quality, perceived value, and customer trust on customer satisfaction and loyalty in the context of Deliveree Indonesia services. The survey method was used, and questionnaires were distributed to users of Deliveree Indonesia services. A sample of 218 respondents and the data were analyzed using the Structural Equation Model (SEM) with SmartPLS 3.0 software. The findings reveal that service quality, perceived value, and customer trust have a positive effect on customer satisfaction. Higher levels of service quality, perceived value, and customer trust lead to greater customer satisfaction. Additionally, perceived value, customer trust, and customer satisfaction also positively impact customer loyalty. Higher levels of perceived value, customer trust, and customer satisfaction increase the likelihood of customers remaining loyal to Deliveree Indonesia's services. However, the research shows that service quality does not have a significant effect on customer loyalty. This may be due to external factors beyond Deliveree Indonesia's control, such as intense market competition, changing consumer preferences, or economic factors that affect customer loyalty. Based on these findings, it is suggested that further research is needed to explore the factors influencing service quality and perceived value.