Issue

Vol. 13 No. 2 (2026): September

Date Log

Submitted
20 November 2025
Accepted
18 June 2026
Published
30 July 2026

Copyright (c) 2026 Muhammad Rohman Hidayat, Astrid Puspaningrum, Raditha Dwi Vata Hapsari (Author)

Creative Commons License

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

E-Service Quality, Consumer Innovativeness and Customer Loyalty: The Mediating Role of Brand Trust among Online Food Delivery Users

https://doi.org/10.24252/minds.v13i2.62865
Muhammad Rohman Hidayat
University of Brawijaya, Indonesia
Astrid Puspaningrum
Universitas Brawijaya, Indonesia
Raditha Dwi Vata Hapsari
Universitas Brawijaya, Indonesia

Corresponding Author(s) : Muhammad Rohman Hidayat

[email protected]

Jurnal Minds: Manajemen Ide dan Inspirasi, Vol. 13 No. 2 (2026): September

Abstract

Indonesia’s online food delivery market continues to expand, yet intense competition from established platforms prevails. This study contributes to the Stimulus-Organism-Response framework by explaining how e-service quality and consumer innovativeness build customer loyalty through brand trust. A quantitative causal survey was conducted among 130 Shopee Food users in Malang City, Indonesia, using purposive sampling and a structured five-point Likert questionnaire. Data were analyzed using PLS-SEM with SmartPLS. The findings show that e-service quality and consumer innovativeness strengthen both brand trust and customer loyalty. Brand trust also increases customer loyalty and mediates the effects of e-service quality and consumer innovativeness on loyalty. These results indicate that customer loyalty in the online food delivery context develops when reliable digital services and consumers’ openness to innovation generate trust. Shopee Food managers should improve service reliability, introduce relevant digital innovations, and reinforce brand credibility to sustain customer loyalty.

Keywords

E-Service Quality Consumer Innovativeness Brand Trust Loyalty Online Food Delivery
Hidayat, M. R., Puspaningrum, A., & Hapsari, R. D. V. (2026). E-Service Quality, Consumer Innovativeness and Customer Loyalty: The Mediating Role of Brand Trust among Online Food Delivery Users. Jurnal Minds: Manajemen Ide Dan Inspirasi, 13(2), 477–490. https://doi.org/10.24252/minds.v13i2.62865
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