Pengaruh kualitas layanan terhadap kepuasan pelanggan dan keberlanjutan penggunaan pada pengguna aplikasi kesehatan Halodoc di Indonesia

Fransiska, Cynthia (2021) Pengaruh kualitas layanan terhadap kepuasan pelanggan dan keberlanjutan penggunaan pada pengguna aplikasi kesehatan Halodoc di Indonesia. Masters thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text (Abstract) abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (185kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (804kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (793kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (430kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (984kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)

Abstract

Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dan Keberlanjutan Penggunaan pada Pengguna Aplikasi Kesehatan Halodoc di Indonesia Penelitian ini bertujuan untuk melihat hubungan antara kualitas layanan, kepuasan pelanggan, keberlanjutan penggunaan, dan efek moderasi dari biaya moneter kepada pengguna Halodoc di Indonesia. Penelitian ini termasuk dalam penelitian korelasional. Populasi dari penelitian ini adalah seluruh pengguna Halodoc di Indonesia dari April hingga Mei 2021, dan sampel dari penelitian ini adalah 190 pengguna Halodoc dari seluruh Indonesia yang mengisi kuesioner melalui google form. Metode sampling yang digunakan adalah non-probabilitas sampling. Data dianalisa dengan menggunakan partial least square structural equation modelling. Hasil penelitian menunjukkan kualitas layanan berpengaruh positif terhadap kepuasan pelanggan, kualitas layanan berpengaruh positif terhadap keberlanjutan penggunaan, kepuasan pelanggan berpengaruh positif terhadap keberlanjutan penggunaan, dan biaya moneter tidak memoderasi hubungan kepuasan dan keberlanjutan penggunaan. Berdasarkan hasil penelitian dapat disimpulkan meningkatnya keberlanjutan dipengaruhi secara positif oleh kualitas layanan dan kepuasan pelanggan, meningkatnya kualitas layanan dapat meningkatkan kepuasan pelanggan dan tidak ada efek moderasi dari biaya moneter./The Effect of Service Quality on Customer Satisfaction and Continual usage on Halodoc Health Application Users in Indonesia This study aims to examine the relationship between service quality, customer satisfaction, continual usage, and the moderating effect of monetary costs on Halodoc users in Indonesia. This research is included in correlational research. The population of this study was all Halodoc users in Indonesia from April to May 2021, and the sample of this study was 190 Halodoc users from all over Indonesia who filled out a questionnaire via google form. The sampling method used is non-probability sampling. The data were analyzed using partial least square structural equation modeling. The results show that service quality has a positive effect on customer satisfaction, service quality has a positive effect on continual usage, customer satisfaction has a positive effect on continual usage, and monetary costs do not moderate the relationship between satisfaction and sustainability of use. Based on the results of the study, it can be concluded that increasing sustainability is positively influenced by service quality and customer satisfaction, increasing service quality can increase customer satisfaction and there is no moderating effect of monetary costs.

Actions (login required)

View Item