Perceived Value as a Mediator of Customer Loyalty to Food Delivery Adoption
Jumiatul Mulya*
Yunia Wardi
Abror Abror
Vidyarini Dwita
The increasingly competitive growth of the online food delivery industry demands a deeper understanding of consumers’ psychological mechanisms in building loyalty, specifically through the role of perceived value as a link between service experience and customer behavior. This study aims to explore the function of Perceived Value as a mediating factor in customer loyalty. The method used is a Systematic Literature Review (SLR) by taking article sources from ScienceDirect, Scopus, Web of Science, SpringerLink, Taylor and Francis, Wiley Online Library, Emerald Insight, Google Scholar, and others during 2020–2026. Twelve (12) relevant articles were found for further analysis. The findings of this study indicate that Perceived Value contributes significantly in bridging the relationship between service quality, customer experience, digital marketing, trust, and customer loyalty. Those with high perceived value are more likely to repeat purchases, provide good recommendations, and maintain long-term relationships with the company. This study concludes that factors that shape customer loyalty include not only service quality, but also the value and experience perceived by customers. For further research, it is recommended to add variables related to psychological and emotional aspects to enrich the customer loyalty model.
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