The Effect of E-Service Quality on E-Customer Loyalty with E-WOM and Brand Image as Mediating Variables (Study on Shopee Food Consumers in Malang City)

The development of the world business and trade cannot be separated from technological advances. Applications for ordering food beverages facilitate consumers to order online by using smartphone when they do not have much time come directly store (offline). aim this study is that find out Shopee Food Indonesia, which will a strong competitor other beverage service companies. This was quantitative research SPSS 25. populations in were who used with sample 280 respondents. Meanwhile, analysis technique path Sobel test. results description E-Service Quality variable on E-Customer Loyalty E-WOM Brand Image resulted value very good category. show (1) proven direct positive significant effect E-WOM. (2) Image. (3) Loyalty. (4) (5) (6) able mediate relationship between influence (7) suggestions Indonesia it should improve quality system, merchants employees; besides, stay active all social media such as Instagram, Facebook, Twitter, etc. It expected media, can provide information companies consumers.