Abstract:
The world of online sales and purchases using electronic devices known as Ecommerce
is very advanced and always evolving. A food delivery service is an example
of a service sector company. When technological developments in the field of ecommerce
and food delivery services PSBB (Large-Scale Social Restrictions) were
implemented, as a means of handling the outbreak at the beginning of Covid-19, it
turned out to trigger the formation of a new economy challenge. The coronavirus
(COVID-19) pandemic that has swept the world has caused all the significant changes
in human life. During COVID-19 food delivery apps have become increasingly
popular, reviving the food business by enticing customers to pay more attention to the
possibilities on offer. This study aims to identify the factors which influence customer
loyalty toward ShopeeFood by using variable namely, customer satisfaction,
promotion, convenience and service quality on loyalty to ShopeeFood users on
Millennial Generation and the Greater Jakarta area. This study uses quantitative
research and distributed in the form of the questionnaire as the instrument tool with 25
questions. By using purposive sampling technique, the questionnaire filled up by 260
respondents who live in Greater Jakarta, Indonesia. The data collected were analyzed
using the SmartPLS 3.2.9 (Partial Least Square-Structural Equation Model) software.
The results of this study, that of the four hypotheses proposed, one hypothesis were
declared has a not-positive significant influence (Service Quality to Customer
Satisfaction), while the other three hypotheses were stated positive significant
influence and accepted.
