Pengaruh E-Service Quality Dan E-Trust Terhadap E-Customer Loyalty Yang Dimediasi Oleh E-Satisfaction Pada Pengguna Aplikasi Alodokter Di Bandung Raya
DOI:
https://doi.org/10.37385/msej.v5i2.5915Keywords:
e-service quality,e-trust,e-satisfaction,e-customer loyaltyAbstract
The aim of this research is to examine the influence of e-service quality and e-trust on e-customer loyalty which is mediated by e-satisfaction of Alodokter application users in Greater Bandung. Respondents, including Generation Z and Millennials, had consulted using the Alodokter application. The objects assessed in this research were 120 respondents. The data collection technique used is convenience sampling which is included in non-probability sampling. In collecting data, researchers used a questionnaire distributed via Google Form. The data analysis technique used is descriptive analysis, simple and multiple linear regression using SPSS version 25 tools and using the Sobel test. The findings from this research are that e-service quality has a positive and significant effect on e-satisfaction, e-service quality and e-trust have a positive and significant effect on e-customer loyalty, and e-satisfaction plays a role in mediating the effect of e-service quality towards e-customer loyalty.
References
Ahdiat, A. (2023). Jumlah Dokter di Indonesia Naik pada 2022, Tertinggi dalam 5 Tahun. Databoks. https://databoks.katadata.co.id/datapublish/2023/03/03/jumlah-dokter-di-indonesia-naik-pada-2022-tertinggi-dalam-5-tahun
Aksari, Ni Putu Indah Pradnyaswari, N. M. A. (2020). E-Satisfaction Dan E-Trust Berperan Dalam Memediasi Pengaruh E-Service Quality Terhadap E-Loyalty Fakultas Ekonomi Dan Bisnis Universitas Udayana ( Unud ), Bali , Indonesia. E-Jurnal Manajemen, 9(7), 2683–2703.
Alodokter. (2020). No Title. Alodokter. https://www.alodokter.com/about
Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123–138. https://doi.org/https://doi.org/10.1002/mar.10063
Annisa Riyadi, S., Suhud, U., & Osly, U. (2023). Pengaruh E-Service Quality dan Brand Image terhadap E-Satisfaction dan E-Loyalty pada Pengguna Tiktok Shop. 4(1), 1–16.
Annur, C. M. (2022). No Title. https://databoks.katadata.co.id/datapublish/2022/04/07/layanan-telemedicine-yang-paling-banyak-digunakan-di-indonesia-apa-saja
Aringhieri, R., Duma, D., & Fragnelli, V. (2018). Modeling the rational behavior of individuals on an e-commerce system. Operations Research Perspectives, 5, 22–31. https://doi.org/https://doi.org/10.1016/j.orp.2017.12.001
Berliana, C., & Sanaji. (2022). Effect Of E-Service Quality, E-Trust, And Commitment On E-Loyalty With E-Satisfaction As A Mediation Variable Pengaruh E-Service Quality, E-Trust, Dan Commitment Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Mediasi. Management Studies and Entrepreneurship Journal, 3(4), 2397–2413. http://journal.yrpipku.com/index.php/msej
Dabees, A., Barakat, M. R., Elbarky, S. S., & Lisec, A. (2023). A Framework for Adopting a Sustainable Reverse Logistics Service Quality for Reverse Logistics Service Providers: A Systematic Literature Review. Sustainability. https://api.semanticscholar.org/CorpusID:256185259
Ghozali, I. (2013). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 21 Update PLS Regresi.
Hanun, S., & Prasetyo, A. (2023). e-Service Quality melalui e-Customer Satisfaction sebagai Variabel Intervening terhadap e-Customer Loyalty pada Lozy Hijab. JPEK (Jurnal Pendidikan Ekonomi Dan Kewirausahaan), 7(2), 563–569. https://doi.org/10.29408/jpek.v7i2.21476
Haryanto, A. T. (2024, February 7). APJII: Jumlah Pengguna Internet Indonesia Tembus 221 Juta Orang Baca artikel detikinet. Detikinet. https://apjii.or.id/berita/d/apjii-jumlah-pengguna-internet-indonesia-tembus-221-juta-orang
Herdianto, R., & David, W. (2023). the Influence of Promotion, Product Quality, and Service Quality on Customer Satisfaction (Case Study: Alodokter Application …. Jurnal Scientia, 12(03), 4118–4137. http://infor.seaninstitute.org/index.php/pendidikan/article/view/1863%0Ahttp://infor.seaninstitute.org/index.php/pendidikan/article/download/1863/1571
Hur, Y., Ko, Y. J., & Valacich, J. (2011). A Structural Model of the Relationships Between Sport Website Quality, E-Satisfaction, and E-Loyalty. Journal of Sport Management, 25, 458–473. https://doi.org/10.1123/jsm.25.5.458
Kim, D., Ferrin, D., & Rao, R. (2003). Antecedents of Consumer Trust in B-to-C Electronic Commerce.
Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464–477. https://doi.org/https://doi.org/10.1016/j.jretconser.2010.06.003
Larassati, R., & Nurifai, S. H. (2024). 231-Article Text-1696-1-10-20240405. 8(2), 139–144.
Mariana, Y., & Aidil Fadli, J. (2022). Pengaruh E- Service Quality, E-Trust, E-Satisfaction Terhadap E-Loyalitas Nasabah Perbankan Indonesia. Jurnal Multidisiplin Indonesia, 1(1), 186–200. https://doi.org/10.58344/jmi.v1i1.21
Martínez García de Leaniz, P., & Rodríguez-del-Bosque, I. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89–99. https://doi.org/10.1016/j.ijhm.2013.05.009
Muchlis, Wijayanto, G., & Komita, S. E. (2021). Pengaruh E-Satisfaction dan E-Trust terhadap Repurchase Intention Melalui E-Word of Mouth (E-Wom) sebagai Variabel Intervening E-Commerce Buka Lapak pada Generasi Millenial. Jurnal Ekonomi KIAT, 32(1), 18–29. https://doi.org/10.25299/kiat.2021.vol32(1).7404
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. Bin. (2021). E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237. https://doi.org/10.24252/minds.v8i2.23224
Novianti, A. H. (2024). Pengaruh e-Service Quality, Reputation, e-Trust, e-Satisfaction terhadap e-Customer Loyalty. Jurnal ISIP: Jurnal Ilmu Sosial Dan Ilmu Politik, 20(2), 129–149. https://doi.org/10.36451/jisip.v20i2.91
Panjaitan, I. R., Tri Inda Fadhila Rahma, & Nur Fadhilah Ahmad Hasibuan. (2023). Pengaruh E-Trust Dan E-Service Quality Terhadap E-Loyalty Nasabah Pengguna Bsi Mobile Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Kasus Pengguna BSI Mobile di Kota Medan). Journal of Innovation Research and Knowledge, 2(11), 4423–4438. https://doi.org/10.53625/jirk.v2i11.5489
Putri, F. A. P., & Patrikha, F. D. (2021). Pengaruh E-Service Quality Dan E-Wom Terhadap Keputusan Pembelian. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 4(2), 449–460. https://doi.org/10.36407/jmsab.v4i2.329
Rahayu, S., Limakrisna, N., Horas, J., & Purba, V. (2023). the Influence of Perceived Price and E-Service Quality on Customer Satisfaction and Their Impact on Customer Loyalty in Using Go-Jek Services in Dki Jakarta Province. International Journal of Economy, Education and Entrepreneuship, 3(1), 132–151. https://doi.org/10.53067/ije3.v3i1
Rahmawaty, S., Kartawinata, B. R., Akbar, A., & Wijaksana, T. I. (2021). The effect of e-service quality and e-trust on e-customer loyalty through e-customer satisfaction as an intervening variable (Study on gopay users in bandung). Proceedings of the International Conference on Industrial Engineering and Operations Management, 5495–5506. https://doi.org/10.46254/an11.20210933
Revita, A. (2016). E-Satisfaction dan E-Trust Mempengaruhi E-Loyalty Konsumen Wanita Dalam Sosial Media. PERFORMA: Jurnal Manajemen Dan Start-Up Bisnis, 1(4), 505–513.
Roscoe, J. T. (1975). Fundamental Research Statistics for the Behavioral Sciences (2nd ed.). Holt, Rinehart and Winston.
Sasono, I., Jubaedi, A. D., Novitasari, D., Wiyono, N., Riyanto, R., Oktabrianto, O., Jainuri, J., & Waruwu, H. (2021). The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia. Journal of Asian Finance, Economics and Business, 8(4), 465–473. https://doi.org/10.13106/jafeb.2021.vol8.no4.0465
Sekaran, U., & Bougie, R. (2017a). Metode Penelitian Bisnis (6th ed.). Salemba Empat.
Sekaran, U., & Bougie, R. (2017b). Metode penelitian untuk bisnis, pemasaran. (B. Roger (ed.); Ed 6). Salemba Empat.
Sihombing, N. S. . S. S. . S. A. . & T. (2023). Amwaluna: Jurnal Ekonomi dan Keuangan Syariah. https://doi.org/10.29313/amwaluna.v7i1.11458
Sugiyono, P. D. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. ALABETA, CV.
Wulandari, D. (2022, May). No Title. SWA Online Magazine. https://mix.co.id/indonesia-most-engaged-brand/alodokter-indonesia-most-engaging-brand-2022-health-care-apps-category/
Zahra, N. S., Fadillah, A. F., Anjani, A. F., & Yusuf, A. (2024). Upaya Meningkatkan E-Satisfation Melalui E-Service Quality dan E-Trust pada Pengguna Halodoc. Journal of Economic, Management, Accounting and Technology, 7(1), 68–77. https://doi.org/10.32500/jematech.v7i1.5788
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911