Pengaruh e-service quality dan brand image terhadap customer satisfaction dan dampaknya terhadap customer loyalty pada layanan telemedisin di Pulau Jawa

Anggraeni, Putri Novika (2022) Pengaruh e-service quality dan brand image terhadap customer satisfaction dan dampaknya terhadap customer loyalty pada layanan telemedisin di Pulau Jawa. Masters thesis, Universitas Pelita Harapan.

Preview	Text (Title) CT_01616200059_PUTRI NOVIKA ANGGRAENI.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (35kB) | Preview
	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (314kB)
	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)
	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	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 (2MB)
	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 (1MB)
	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

Indonesia merupakan salah satu negara kepulauan di dunia, yang memiliki kendala pada pemerataan pelayanan kesehatan. Untuk mempercepat pemerataan pelayanan kesehaan, Kementerian Kesehatan Indonesia memanfaatkan kemajuan teknologi di bidang kesehatan, yaitu layanan telemedisin. Layanan telemedisin diharapkan dapat memenuhi kebutuhan pasien yang memiliki masalah jarak, waktu, biaya dan juga keterbatasan fisik. Penelitian ini dilakukan untuk menganalisis faktor-faktor apa saja yang diperlukan untuk meningkatkan kepuasan dan kesetiaan pelanggan yang memakai layanan telemedisin di Indonesia, khususnya Pulau Jawa. Sehingga pengguna telemedisin di Indonesia memiliki kepuasan pada pelayanan yang diberikan dan bersedia menggunakan layanan ini lagi di kemudian hari. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan metode pengumpulan data primer melalui kuesioner. Target populasi penelitian ini adalah para pengguna telemedisin usia 18-55 tahun yang berdomisili di Pulau Jawa. Sampel berjumlah 200 responden diambil melalui Langkah purposive sampling. Penelitian ini menggunakan tehnik analisis data PLS-SEM dengan menggunakan analisa software SmartPLS version 3.0 yang digunakan untuk menganalisis variabel-variabel yang digunakan. Penelitian ini mengungkapkan bahwa E-Service Quality dan Brand Image berpengaruh positif dan signifikan terhadap Customer Satisfaction. Kemudian, E-Service Quality dan Brand Image juga secara langsung berpengaruh positif dan signifikan terhadap Customer Loyalty. Customer Satisfaction memiliki dampak positif terhadap Customer Loyalty, selain itu Customer Satisfaction memediasi hubungan positif antara E-Service Quality dan Brand Image dengan Customer Loyalty secara signifikan. Sehingga seluruh hipotesis dalam penelitian ini diterima dimana kualitas layanan dan citra merk berperan dalam terciptanya kepuasan dan kesetiaan pelanggan./Indonesia is one of the archipelago countries in the world, which has problems in the distribution of health services. To accelerate the distribution of health services, the Indonesian Ministry of Health utilizes technology in the health sector, telemedicine services. Telemedicine services are expected to meet the needs of patients who have problems with distance, time, cost and also physical limitations. This study was conducted to analyze what factors are needed to increase customer satisfaction and loyalty using telemedicine services in Indonesia, especially in Java. Eventually, telemedicine users in Indonesia have satisfaction with the services provided and are willing to use this service again in the future. This study uses a quantitative approach by using primary data collection methods through questionnaires. The target population of this research is telemedicine users aged 18-55 years who live on the island of Java. A sample of 200 respondents was taken through a purposive sampling. This study uses PLS-SEM data analysis techniques using SmartPLS version 3.0 software analysis which is used to analyze the variables used. This study reveals that E-Service Quality and Brand Image have a positive and significant effect on Customer Satisfaction. Then, E-Service Quality and Brand Image also directly have a positive and significant effect on Customer Loyalty. Customer Satisfaction has a positive impact on Customer Loyalty, besides that Customer Satisfaction mediates the positive relationship between E-Service Quality and Brand Image with Customer Loyalty significantly. All hypotheses in this study are accepted where service quality and brand image play a role in creating customer satisfaction and loyalty.

Actions (login required)

View Item