PENGARUH MOBILE HEALTH E-SERVICE QUALITY PADA KEPUASAN PELANGGAN DAN KEPERCAYAAN PELANGGAN SERTA KELANJUTAN PENGGUNAANNYA DI ERA PANDEMIK COVID-19
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Abstract
mHealth application has rapidly gained its popularity since the COVID-19
pandemic stroke the world. Looking at its promising future in function and various
advantages, we conducted a study to observe the effect of e-service quality on
customer satisfaction, customer trust, and subsequently customer retention. This
study uses quantitative method, the population is users of mobile health
applications who are of productive age. The sampling technique used is simple
random sampling with the criteria of respondents who have used the mHealth
application as many as 149 respondents. From the results of our study, it was
found that e-service quality has a positive relationship with customer satisfaction
and trust, customer satisfaction and trust have a positive relationship with
customer retention. However, e-service quality does not have a direct relationship
with customer retention. This may be influenced by application factors that often
crash or user doubts about their privacy when providing information in
applications, as well as comparisons between applications in terms of price and
quality of service.
Article Details
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