The The Effect Of Customer Ratings, Customer Reviews, And Trust On Customer Satisfaction And Loyalty On Shopeefood
Keywords:
Customer Rating, Customer Review, Consumer Trust, Consumer Satisfaction, Consumer Loyalty
Abstract
This study analyzes the influence of customer ratings, customer reviews, and trust on ShopeeFood customer satisfaction and loyalty in Pangkalpinang. This study employed a survey method with a sample size of 300 respondents. Data analysis used Structural Equation Modeling—Partial Least Squares (SEM-PLS) with SmartPLS 4.0. The results show that, directly, customer ratings have a positive and significant relationship with consumer satisfaction and consumer loyalty; customer reviews also have a positive and significant relationship with consumer satisfaction and consumer loyalty; and consumer trust has a positive and significant relationship with consumer satisfaction and consumer loyalty. Additionally, consumer satisfaction has a positive and significant relationship with consumer loyalty. Indirectly, customer ratings are positively and significantly related to customer loyalty through customer satisfaction; customer reviews are also positively and significantly related to customer loyalty through customer satisfaction; and customer trust is positively and significantly related to customer loyalty through customer satisfaction.
References
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Amanda, M. T., Prabowo, H., & Meiriyanti, R. (2024). Pengaruh Promosi, Service Quality, Web Quality, Terhadap Loyalitas Pelanggan Pada Shopee Food Dengan Kepuasan Konsumen Sebagai Variabel Intervening. Jurnal Ilmu Manajemen Dan Akuntansi, 12(02).
Amarili, P. I. R., & Widjajanti, K. (2026). Determinasi Loyalitas Digital ShopeeFood: Mediasi Kepuasan, Peran E-WOM dan Kepercayaan. Solusi, 24(1), 171–191. https://doi.org/10.26623/slsi.v24i1.13660
Basbeth, F., Ashlyzan, M., & Ibrahim, M. A. H. (2018). Four Hours Basic PLS-SEM A Step by Step Guide With Video Clips For Student and Scholar. In N. H. M. Yasin (Ed.), ResearchGate (Pertama, pp. 8–94). iPRO. https://www.researchgate.net/publication/344954763
Chou, Y.-C., Chuang, H. H.-C., & Liang, T.-P. (2022). Elaboration likelihood model, endogenous quality indicators, and online review helpfulness. Decision Support Systems, 153, 113683. https://doi.org/10.1016/j.dss.2021.113683
Databoks. (2025, February 20). Pangsa Pasar ShopeeFood di Indonesia Menguat pada 2025, Pesaingnya Melemah. Katadata. https://databoks.katadata.co.id/teknologi-telekomunikasi/statistik/6997f34d130bd/pangsa-pasar-shopeefood-di-indonesia-menguat-pada-2025-pesaingnya-melemah
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, And User Acceptaance ofInformation Technology. Management Information Systems Research Center, University of Minnesota, 13(3).
Elisa, N., Ramdani, R., Komala, R., & Palit, J. (2026). Pengaruh Online Customer Review, Promosi, Dan Kualitas Layanan Digital Terhadap Kepuasan Pelanggan Pada Platform ShopeeFood Di Kota Mataram. RIGGS: Journal of Artificial Intelligence and Digital Business, 5(2), 4606–4614. https://doi.org/10.31004/riggs.v5i2.9247
Fahrani, M. S., Setiawan, R., & Adiatma, D. (2025). Pengaruh Online Customer Review dan Online Customer Rating Terhadap Consumer Satisfaction Dengan Purchase Decision Sebagai Variabel Intervening Pada Marketplace Shopee. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 9(2), 2025.
Goyette, I., Ricard, L., Bergeron, J., & Marticotte, F. (2010). e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context. Canadian Journal of Administrative Sciences / Revue Canadienne Des Sciences de l’Administration, 27(1), 5–23. https://doi.org/10.1002/cjas.129
Hair, J. F., Hult, G. T. M., M. Ringle, C., Sarstedt, M., P.Danks, N., & Ray, S. (2021). Patrial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springer Nature. https://doi.org/https://doi.org/10.1007/978-3-030-80519-7
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sartstedt, M. (2014). A Primer on Partial Leasr Squares Structural Equation Modeling (PLS-SEM). In V. Knight, K. Koscielak, L. Barrett, & G. Dickens (Eds.), Google Book (pp. 1–293). SAGE. https://books.google.co.id/books?hl=id&lr=&id=IFiarYXE1PoC&oi=fnd&pg=PR1&dq=info:u3DEij-VQyUJ:scholar.google.com/&ots=phNAE1-nUM&sig=a8Q9GLzNs6b29VDczl6cGQi856A&redir_esc=y#v=onepage&q&f=false
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review (Vol. 31, Number 1, pp. 2–24). Emerald Group Publishing Ltd. https://doi.org/10.1108/EBR-11-2018-0203
Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: Updated guidelines. Industrial Management and Data Systems, 116(1), 2–20. https://doi.org/10.1108/IMDS-09-2015-0382
Hernando, H., & Gunawan, W. H. (2021). Loyalty among online food delivery customers: Extended scale of e-service quality. Jurnal Manajemen Maranatha, 20(2), 167–174. https://doi.org/10.28932/jmm.v20i2.3507
Joy, S. K., & Tjiptodjojo, K. I. (2024). Pengaruh Online Customer Review dan Rating Terhadap Keputusan Pembelian yang Dimediasi dengan Kepercayaan. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 6(2), 76–83. https://doi.org/10.47065/ekuitas.v6i2.6241
Karsiningsih, E., Salsabila, M., Rahmadini, Y., Murniati Siregar, A., & Program, A. (2026). The Effect Of Customer Ratings, Customer Reviews, And Trust On Purchase Decisions And Consumer Satisfaction On Shopeefood. International Journal of Economics, Business and Research, 05(05), 2026.
Kurniati, R. R., & Anastuti, K. U. (2024). The Role of Online Customer Reviews in E-commerce. In Proceedings of the 2nd International Conference on Multidisciplinary Sciences for Humanity in Society 5.0 Era (ICOMSH 2022) (Vol. 811, pp. 40–51). Atlantis Press. https://doi.org/10.2991/978-2-38476-204-0_4
Kuska, D. A. R., Wijayanto, H., & Santoso, A. (2024). Improving The E-Satisfaction and E-Loyalty Based on E-Trust and E-Service Quality on Shopee Customer. Journal of Consumer Sciences, 9(1), 22–39. https://doi.org/10.29244/jcs.9.1.22-39
Lackermair, G., Kailer, D., & Kanmaz, K. (2013). Importance of Online Product Reviews from a Consumer’s Perspective. Advances in Economics and Business, 1(1), 1–5. https://doi.org/10.13189/aeb.2013.010101
Latief, F., & Mokhtar, S. (2026). Meningkatkan Keputusan Pembelian Pada ShopeeFood melalui Kualitas Pelayanan, Promosi, Kemudahan penggunaan dan Online Customer Review. PARADOKS Jurnal Ilmu Ekonomi, 9(1).
Maalouf, N. J. Al, Sayegh, E., Makhoul, W., & Sarkis, N. (2025). Consumers’ attitudes and purchase intentions toward food ordering via online platforms. Journal of Retailing and Consumer Services, 82, 1–14. https://doi.org/10.1016/j.jretconser.2024.104151
Mutiasari, A. I., Kusumastuti, A. D., Cahyani, R. R., & Haris, F. H. S. Al. (2024). Analisis Customer Rating dan Customer Review terhadap Keputusan Pembelian Produk Makanan Secara Online (Studi Kasus pada Konsumen Pengguna Jasa Pesan Antar Shopee Food di Kota Solo). Jurnal Simki Economic, 7(2), 357–366.
Pillai, S. G., Kim, W. G., Haldorai, K., & Kim, H.-S. (2022). Online food delivery services and consumers’ purchase intention: Integration of theory of planned behavior, theory of perceived risk, and the elaboration likelihood model. International Journal of Hospitality Management, 105.
Quintus, M., Mayr, K., Hofer, K. M., & Chiu, Y. T. (2024). Managing consumer trust in e-commerce: evidence from advanced versus emerging markets. International Journal of Retail & Distribution Management, 52(10/11), 1038–1056. https://doi.org/10.1108/IJRDM-10-2023-0609
Rabbad, M. F. A. A., & Suyono, J. (2025). The Effect Of After-Sales Services Quality, Customer Ratings And Reviews Towards Customer Purchase Intention And Customers Loyalty Through Customers Satisfaction As Intervening Variable (Case Of Tokopedia E-Commerce Platform In Surabaya Indonesia). IJEBD (International Journal of Entrepreneurship and Business Development), 8(1), 52–58. https://doi.org/10.29138/ijebd.v8i1.3061
Rahadi, D. R. (2023). Pengatar Partial Least Square Strctural Equation Model PLS-SEM (Wijonarko, Ed.; pp. 1–136). CV Lentera Ilmu Madani. https://doi.org/https://www.researchgate.net/publication/372827232
Ria. (2026). Pengaruh Customer Rating dan Customer Review terhadap Kepercayaan dan Keputusan Pembelian Makanan Melalui Shopeefood Di Kota Pangkal pinang.
Rifa’i, K. (2023). Kepuasan Konsumen (Hamdi, M, pp. 58–62). UIN KHAS Press. https://digilib.uinkhas.ac.id/20378/1/BUKU%20KEPUASAN%20KONSUMEN-KHAMDAN-SIAP%20CETAK.pdf
Riski, M., & Darmawan, D. (2024). Pengaruh Ulasan Pelanggan Online Terhadap Keputusan Pembelian di Shopeefood. PPIMAN Pusat Publikasi Ilmu Manajemen, 3(1), 40–55. https://doi.org/10.59603/ppiman.v3i1.617
Saputra, J. A., Karsiningsih, E., & Muntoro. (2024). Kepuasan dan Loyalitas Konsumen Minuman Kopi pada Aplikasi Grab di Kota Pangkalpinang. Mimbar Agribisniis: Jurnal Pemikiran Masyarakat Ilmiah Berwawasan Agribisnis, 10(2), 3591–3600.
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An Integrative Model Of Organizational Trust: Past, Present, And Future. Academy of Management Review, 32(2), 344–354.
Setyaningrum, S. novita, & Prasetya, B. P. (2024). Pengaruh Online Customer Review dan Online Customer Rating Terhadap Loyalitas Konsumen Burger Bangor di Shopeefood Yogyakarta. Transformasi: Journal of Economics and Business Management, 3(2), 113–124. https://doi.org/10.56444/transformasi.v3i2.1670
Setyowati, E. D., Andanu, O., Riduan, A., & Idsan, R. S. (2025). Analisis Faktor Keputusan Pembelian Roti Menggunakan Metode SEM-PLS (Structrural Equation Modeling-Partial Least Squares) Studi Kasus Toko Garmeleia Cookies. Jurnal Penelitian UPR: Kaharti, 5(1), 34–46.
Srivastava, V., & Kalro, A. D. (2019). Enhancing the Helpfulness of Online Consumer Reviews: The Role of Latent (Content) Factors. Journal of Interactive Marketing, 48(1), 33–50. https://doi.org/10.1016/j.intmar.2018.12.003
Sugiyono. (2013). Metode Penelitian Kuantitatif Kualitatif dan R&D. Alfabeta.
Sumarwan, U. (2015). Perilaku Konsumen Teori dan Penerapannya Dalam Pemasaran (R. Sikumbang, Ed.; Kedua). Ghalia Indonesia.
Tjiptono, F., Chandra, G., & Adriana, D. (2008). Pemasaran Strategik (D. Prabantini, Ed.; 1st ed.). C.V Andi Offset.
Amanda, M. T., Prabowo, H., & Meiriyanti, R. (2024). Pengaruh Promosi, Service Quality, Web Quality, Terhadap Loyalitas Pelanggan Pada Shopee Food Dengan Kepuasan Konsumen Sebagai Variabel Intervening. Jurnal Ilmu Manajemen Dan Akuntansi, 12(02).
Amarili, P. I. R., & Widjajanti, K. (2026). Determinasi Loyalitas Digital ShopeeFood: Mediasi Kepuasan, Peran E-WOM dan Kepercayaan. Solusi, 24(1), 171–191. https://doi.org/10.26623/slsi.v24i1.13660
Basbeth, F., Ashlyzan, M., & Ibrahim, M. A. H. (2018). Four Hours Basic PLS-SEM A Step by Step Guide With Video Clips For Student and Scholar. In N. H. M. Yasin (Ed.), ResearchGate (Pertama, pp. 8–94). iPRO. https://www.researchgate.net/publication/344954763
Chou, Y.-C., Chuang, H. H.-C., & Liang, T.-P. (2022). Elaboration likelihood model, endogenous quality indicators, and online review helpfulness. Decision Support Systems, 153, 113683. https://doi.org/10.1016/j.dss.2021.113683
Databoks. (2025, February 20). Pangsa Pasar ShopeeFood di Indonesia Menguat pada 2025, Pesaingnya Melemah. Katadata. https://databoks.katadata.co.id/teknologi-telekomunikasi/statistik/6997f34d130bd/pangsa-pasar-shopeefood-di-indonesia-menguat-pada-2025-pesaingnya-melemah
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, And User Acceptaance ofInformation Technology. Management Information Systems Research Center, University of Minnesota, 13(3).
Elisa, N., Ramdani, R., Komala, R., & Palit, J. (2026). Pengaruh Online Customer Review, Promosi, Dan Kualitas Layanan Digital Terhadap Kepuasan Pelanggan Pada Platform ShopeeFood Di Kota Mataram. RIGGS: Journal of Artificial Intelligence and Digital Business, 5(2), 4606–4614. https://doi.org/10.31004/riggs.v5i2.9247
Fahrani, M. S., Setiawan, R., & Adiatma, D. (2025). Pengaruh Online Customer Review dan Online Customer Rating Terhadap Consumer Satisfaction Dengan Purchase Decision Sebagai Variabel Intervening Pada Marketplace Shopee. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 9(2), 2025.
Goyette, I., Ricard, L., Bergeron, J., & Marticotte, F. (2010). e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context. Canadian Journal of Administrative Sciences / Revue Canadienne Des Sciences de l’Administration, 27(1), 5–23. https://doi.org/10.1002/cjas.129
Hair, J. F., Hult, G. T. M., M. Ringle, C., Sarstedt, M., P.Danks, N., & Ray, S. (2021). Patrial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springer Nature. https://doi.org/https://doi.org/10.1007/978-3-030-80519-7
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sartstedt, M. (2014). A Primer on Partial Leasr Squares Structural Equation Modeling (PLS-SEM). In V. Knight, K. Koscielak, L. Barrett, & G. Dickens (Eds.), Google Book (pp. 1–293). SAGE. https://books.google.co.id/books?hl=id&lr=&id=IFiarYXE1PoC&oi=fnd&pg=PR1&dq=info:u3DEij-VQyUJ:scholar.google.com/&ots=phNAE1-nUM&sig=a8Q9GLzNs6b29VDczl6cGQi856A&redir_esc=y#v=onepage&q&f=false
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review (Vol. 31, Number 1, pp. 2–24). Emerald Group Publishing Ltd. https://doi.org/10.1108/EBR-11-2018-0203
Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: Updated guidelines. Industrial Management and Data Systems, 116(1), 2–20. https://doi.org/10.1108/IMDS-09-2015-0382
Hernando, H., & Gunawan, W. H. (2021). Loyalty among online food delivery customers: Extended scale of e-service quality. Jurnal Manajemen Maranatha, 20(2), 167–174. https://doi.org/10.28932/jmm.v20i2.3507
Joy, S. K., & Tjiptodjojo, K. I. (2024). Pengaruh Online Customer Review dan Rating Terhadap Keputusan Pembelian yang Dimediasi dengan Kepercayaan. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 6(2), 76–83. https://doi.org/10.47065/ekuitas.v6i2.6241
Karsiningsih, E., Salsabila, M., Rahmadini, Y., Murniati Siregar, A., & Program, A. (2026). The Effect Of Customer Ratings, Customer Reviews, And Trust On Purchase Decisions And Consumer Satisfaction On Shopeefood. International Journal of Economics, Business and Research, 05(05), 2026.
Kurniati, R. R., & Anastuti, K. U. (2024). The Role of Online Customer Reviews in E-commerce. In Proceedings of the 2nd International Conference on Multidisciplinary Sciences for Humanity in Society 5.0 Era (ICOMSH 2022) (Vol. 811, pp. 40–51). Atlantis Press. https://doi.org/10.2991/978-2-38476-204-0_4
Kuska, D. A. R., Wijayanto, H., & Santoso, A. (2024). Improving The E-Satisfaction and E-Loyalty Based on E-Trust and E-Service Quality on Shopee Customer. Journal of Consumer Sciences, 9(1), 22–39. https://doi.org/10.29244/jcs.9.1.22-39
Lackermair, G., Kailer, D., & Kanmaz, K. (2013). Importance of Online Product Reviews from a Consumer’s Perspective. Advances in Economics and Business, 1(1), 1–5. https://doi.org/10.13189/aeb.2013.010101
Latief, F., & Mokhtar, S. (2026). Meningkatkan Keputusan Pembelian Pada ShopeeFood melalui Kualitas Pelayanan, Promosi, Kemudahan penggunaan dan Online Customer Review. PARADOKS Jurnal Ilmu Ekonomi, 9(1).
Maalouf, N. J. Al, Sayegh, E., Makhoul, W., & Sarkis, N. (2025). Consumers’ attitudes and purchase intentions toward food ordering via online platforms. Journal of Retailing and Consumer Services, 82, 1–14. https://doi.org/10.1016/j.jretconser.2024.104151
Mutiasari, A. I., Kusumastuti, A. D., Cahyani, R. R., & Haris, F. H. S. Al. (2024). Analisis Customer Rating dan Customer Review terhadap Keputusan Pembelian Produk Makanan Secara Online (Studi Kasus pada Konsumen Pengguna Jasa Pesan Antar Shopee Food di Kota Solo). Jurnal Simki Economic, 7(2), 357–366.
Pillai, S. G., Kim, W. G., Haldorai, K., & Kim, H.-S. (2022). Online food delivery services and consumers’ purchase intention: Integration of theory of planned behavior, theory of perceived risk, and the elaboration likelihood model. International Journal of Hospitality Management, 105.
Quintus, M., Mayr, K., Hofer, K. M., & Chiu, Y. T. (2024). Managing consumer trust in e-commerce: evidence from advanced versus emerging markets. International Journal of Retail & Distribution Management, 52(10/11), 1038–1056. https://doi.org/10.1108/IJRDM-10-2023-0609
Rabbad, M. F. A. A., & Suyono, J. (2025). The Effect Of After-Sales Services Quality, Customer Ratings And Reviews Towards Customer Purchase Intention And Customers Loyalty Through Customers Satisfaction As Intervening Variable (Case Of Tokopedia E-Commerce Platform In Surabaya Indonesia). IJEBD (International Journal of Entrepreneurship and Business Development), 8(1), 52–58. https://doi.org/10.29138/ijebd.v8i1.3061
Rahadi, D. R. (2023). Pengatar Partial Least Square Strctural Equation Model PLS-SEM (Wijonarko, Ed.; pp. 1–136). CV Lentera Ilmu Madani. https://doi.org/https://www.researchgate.net/publication/372827232
Ria. (2026). Pengaruh Customer Rating dan Customer Review terhadap Kepercayaan dan Keputusan Pembelian Makanan Melalui Shopeefood Di Kota Pangkal pinang.
Rifa’i, K. (2023). Kepuasan Konsumen (Hamdi, M, pp. 58–62). UIN KHAS Press. https://digilib.uinkhas.ac.id/20378/1/BUKU%20KEPUASAN%20KONSUMEN-KHAMDAN-SIAP%20CETAK.pdf
Riski, M., & Darmawan, D. (2024). Pengaruh Ulasan Pelanggan Online Terhadap Keputusan Pembelian di Shopeefood. PPIMAN Pusat Publikasi Ilmu Manajemen, 3(1), 40–55. https://doi.org/10.59603/ppiman.v3i1.617
Saputra, J. A., Karsiningsih, E., & Muntoro. (2024). Kepuasan dan Loyalitas Konsumen Minuman Kopi pada Aplikasi Grab di Kota Pangkalpinang. Mimbar Agribisniis: Jurnal Pemikiran Masyarakat Ilmiah Berwawasan Agribisnis, 10(2), 3591–3600.
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An Integrative Model Of Organizational Trust: Past, Present, And Future. Academy of Management Review, 32(2), 344–354.
Setyaningrum, S. novita, & Prasetya, B. P. (2024). Pengaruh Online Customer Review dan Online Customer Rating Terhadap Loyalitas Konsumen Burger Bangor di Shopeefood Yogyakarta. Transformasi: Journal of Economics and Business Management, 3(2), 113–124. https://doi.org/10.56444/transformasi.v3i2.1670
Setyowati, E. D., Andanu, O., Riduan, A., & Idsan, R. S. (2025). Analisis Faktor Keputusan Pembelian Roti Menggunakan Metode SEM-PLS (Structrural Equation Modeling-Partial Least Squares) Studi Kasus Toko Garmeleia Cookies. Jurnal Penelitian UPR: Kaharti, 5(1), 34–46.
Srivastava, V., & Kalro, A. D. (2019). Enhancing the Helpfulness of Online Consumer Reviews: The Role of Latent (Content) Factors. Journal of Interactive Marketing, 48(1), 33–50. https://doi.org/10.1016/j.intmar.2018.12.003
Sugiyono. (2013). Metode Penelitian Kuantitatif Kualitatif dan R&D. Alfabeta.
Sumarwan, U. (2015). Perilaku Konsumen Teori dan Penerapannya Dalam Pemasaran (R. Sikumbang, Ed.; Kedua). Ghalia Indonesia.
Tjiptono, F., Chandra, G., & Adriana, D. (2008). Pemasaran Strategik (D. Prabantini, Ed.; 1st ed.). C.V Andi Offset.
Published
2026-09-21
How to Cite
Karsiningsih, E., Mutia Salsabila, Yolan Rahmadini, Anggun Murniati Siregar, & Lidiawati. (2026). The The Effect Of Customer Ratings, Customer Reviews, And Trust On Customer Satisfaction And Loyalty On Shopeefood. International Journal of Business and Quality Research, 4(03), 1340-1362. https://doi.org/10.63922/ijbqr.v4i03.6638
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