This study examines the effect of service quality and perceived value on customer loyalty with the intervening role of customers’ satisfaction in the e-commerce industry. The research method uses a quantitative research design with a survey model. The sample used in this study is Tokopedia consumers who live in DKI Jakarta and have done online shopping at Tokopedia at least twice in the last six months. All variables used were reliable and valid and met the research requirements. The object of this research were the 200 customer respondents who had made purchases on the largest e-commerce platform of Indonesia, Tokopedia. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the service quality and perceived value affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between service quality and perceived value on customer loyalty. Third, service quality and perceived value directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the e-commerce industry, good quality and perception could positively influence customers but not necessarily form loyalty. For that, e-commerce players should pay a lot of attention on customer satisfaction.

Abstract
1. Introduction
2. Literature Review
    2.1. Customers’ Loyalty
    2.2. Customers’ Satisfaction
    2.3. Quality of Service
    2.4. Perceived Value
3. Research Methods and Materials
    3.1. Validity and Reliability Test
    3.2. Confirmatory Factor Analysis
    3.3. Test for Direct and Indirect Effects.
4. Results and Discussion
5. Conclusions
References

• Mohamad RIZAN(Faculty of Economics, Universitas Negeri Jakarta) Corresponding Author
• Ika FEBRILIA(Faculty of Economics, Universitas Negeri Jakarta)
• Agus WIBOWO(Faculty of Economics, Universitas Negeri Jakarta)
• Rianti Dea Rizky PRATIWI(Faculty of Economics, Universitas Negeri Jakarta)