Pengaruh e-service quality Halodoc pada kepuasan, kepercayaan, dan retensi pelanggan di JABODETABEK pada era pandemik covid-19

Monica, Christabella (2022) Pengaruh e-service quality Halodoc pada kepuasan, kepercayaan, dan retensi pelanggan di JABODETABEK pada era pandemik covid-19. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini dilakukan untuk menilai adanya korelasi antara e-service quality, kepuasan pelanggan, kepercayaan pelanggan, dan retensi pelanggan pada aplikasi mobile health Halodoc di daerah Jabodetabek khususnya pada masa pandemi COVID-19. Penelitian ini dilakukan kepada 89 responden yang telah mengisi kuesioner daring, dan data diolah menggunakan Teknik PLS-SEM dengan aplikasi SmartPLS. Dilakukan pendekatan secara kuantitatif dengan teknik non probability sampling. Metode pengumpulan data dengan kuesioner menggunkaan skala Likert. Dari hasil penelitian didapatkan bahwa e-service quality tidak berpengaruh positif terhadap retensi pelanggan, tetapi e-service quality berpengaruh terhadap kepuasan dan kepercayaan pelanggan, dan kepuasan dan kepercayaan pelanggan berpengaruh terhadap retensi pelanggan. /The purpose of this study is to look at the correlation between e-service quality, customer satisfaction, customer trust, and customer retention in the using of mobile health application Halodoc in Jabodetabek especially during this pandemic COVID-19 era. This study relate on 89 respondents using online questionnaire and processed with PLS-SEM technique with SmartPLS application. This study uses a quantitative approach using non probability sampling technique. Data collected with questionnaire with Likert scale. The result is e-service quality is not affected to customer retention, but e-service quality is positively affected to customer satisfaction and customer trust, and customer satisfaction and trust is positively related to customer retention.

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