Analyzing Customer Loyalty among Generation Z Food Consumers: A Systematic Review of System Quality, Ease of Use, Perceived Value, Payment Availability, and Customer Satisfaction as Mediators

Albertaadinata Albertaadinata ; Sudarmiatin Sudarmiatin ; Agus Hermawan
International Journal of Economics and Management... 📅 2025 Vol 2, No 4 🔗 DOI: 10.61132/ijems.v2i4.1074
Abstract
This study conducts a Systematic Literature Review (SLR) to examine how key dimensions of digital service quality—namely system quality, ease of use, perceived value, and payment availability—shape customer loyalty among Generation Z culinary consumers, with customer satisfaction functioning as the mediating variable. Bibliometric mapping reveals that previous studies have predominantly focused on Millennials and Gen Y and have emphasized traditional service quality rather than digital service performance, indicating a significant research gap in Gen Z–specific digital consumption behavior. The SLR findings show that fast, secure, stable, and user-friendly digital systems strongly influence perceived value and user satisfaction, while the availability of digital payments such as QRIS and e-wallets enhances seamless transactional experiences. Customer satisfaction emerges as the primary psychological mechanism mediating the relationship between digital service quality and Gen Z loyalty, reflected in repeat purchases, positive word of mouth, and emotional attachment to digital culinary platforms. This study contributes theoretically by addressing existing research gaps and proposing a conceptual model of Gen Z loyalty grounded in digital experience.
Keywords
Customer Loyalty; Customer Satisfaction; Ease Of Use; Generation Z; System Quality
How to Cite

Albertaadinata Albertaadinata, et al. (2025). Analyzing Customer Loyalty among Generation Z Food Consumers: A Systematic Review of System Quality, Ease of Use, Perceived Value, Payment Availability, and Customer Satisfaction as Mediators. International Journal of Economics and Management Sciences, 2(4). https://doi.org/10.61132/ijems.v2i4.1074

Albertaadinata Albertaadinata; Sudarmiatin Sudarmiatin; Agus Hermawan, "Analyzing Customer Loyalty among Generation Z Food Consumers: A Systematic Review of System Quality, Ease of Use, Perceived Value, Payment Availability, and Customer Satisfaction as Mediators," International Journal of Economics and Management Sciences, vol. 2, no. 4, 2025.

Albertaadinata Albertaadinata; Sudarmiatin Sudarmiatin; Agus Hermawan. "Analyzing Customer Loyalty among Generation Z Food Consumers: A Systematic Review of System Quality, Ease of Use, Perceived Value, Payment Availability, and Customer Satisfaction as Mediators." International Journal of Economics and Management Sciences, vol. 2, no. 4, 2025.

Albertaadinata Albertaadinata; Sudarmiatin Sudarmiatin; Agus Hermawan. "Analyzing Customer Loyalty among Generation Z Food Consumers: A Systematic Review of System Quality, Ease of Use, Perceived Value, Payment Availability, and Customer Satisfaction as Mediators." International Journal of Economics and Management Sciences 2, no. 4 (2025).

Albertaadinata Albertaadinata, et al. (2025) 'Analyzing Customer Loyalty among Generation Z Food Consumers: A Systematic Review of System Quality, Ease of Use, Perceived Value, Payment Availability, and Customer Satisfaction as Mediators', International Journal of Economics and Management Sciences, 2(4). doi: 10.61132/ijems.v2i4.1074.

Albertaadinata Albertaadinata; Sudarmiatin Sudarmiatin; Agus Hermawan. Analyzing Customer Loyalty among Generation Z Food Consumers: A Systematic Review of System Quality, Ease of Use, Perceived Value, Payment Availability, and Customer Satisfaction as Mediators. International Journal of Economics and Management Sciences. 2025;2(4).

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