Improve quality of e-loyalty in online food delivery services : a case of Indonesia

This study aims to improve e-loyalty by analyzing the effect of e-service quality on customer e-loyalty through e-satisfaction in online food service delivery. This research uses quantitative approach with survey method. The population in this study were customers who had used online food service with a sample of 320 respondents. Data analysis using SEM-PLS (Partial Least Square) with Smart-PLS software. The results showed that e-service quality positively affects e-loyalty and e-satisfaction, e-satisfaction has positive affect on customer e-loyalty and e-service quality positively affect e-loyalty of customer through esatisfaction. It can be concluded that e-satisfaction mediates the influence of e-service quality on e-loyalty of online food service customers, so e-service quality and e-satisfaction is required to improve e-loyalt