PENGARUH MOBILE HEALTH E-SERVICE QUALITY PADA KEPUASAN PELANGGAN DAN KEPERCAYAAN PELANGGAN SERTA KELANJUTAN PENGGUNAANNYA DI ERA PANDEMIK COVID-19

Main Article Content

Ripka Renaldi
Christabella Monica
Paul Lumbantobing

Abstract

Health 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

How to Cite
Ripka Renaldi, Christabella Monica, & Paul Lumbantobing. (2021). PENGARUH MOBILE HEALTH E-SERVICE QUALITY PADA KEPUASAN PELANGGAN DAN KEPERCAYAAN PELANGGAN SERTA KELANJUTAN PENGGUNAANNYA DI ERA PANDEMIK COVID-19. Fair Value: Jurnal Ilmiah Akuntansi Dan Keuangan, 4(Spesial Issue 2), 851–863. https://doi.org/10.32670/fairvalue.v4iSpesial Issue 2.980
Section
Articles

References

Aitken, M. J. L. (2015). Patient Adoption of mHealth (Issue September).

Al-Nasser, M., Islam, R., Abidin, I. S. Z., Azam, M., & Prabhakar, A. C. (2015). Analysis

of E-service Quality through Online Shopping. Research Journal of Business

Management, 9(3), 422–442. https://doi.org/10.3923/rjbm.2015.422.442

Alshoura, H. O. (2017). E-SERVICE QUALITY : CONCEPTUAL APPROACH Ahmad

Salih Alnaser , Mahmoud Khalid. April 2014.

Badan Pusat Statistik. (2019). Statistik Pendapatan Februari 2018. Bps, 165.

Berita Satu. (2020). Aneka Aplikasi Bantu Penanganan Covid-19le. Kominfo.

https://www.kominfo.go.id/content/detail/31754/aneka-aplikasi-bantupenanganan-covid-19/0/sorotan_media

Biro Komunikasi & Pelayanan Publik. (2021). Gandeng Gojek dan Grab, Kemenkes

Luncurkan Telemedicine Penanganan Covid-19. Kementrian Kesehatan RI.

https://sehatnegeriku.kemkes.go.id/baca/umum/20200323/2133493/gandenggojek-dan-grab-kemenkes-luncurkan-telemedicine-penanganan-covid-19/

Chinomona, R., Masinge, G., & Sandada, M. (2014). The Influence of E-Service Quality

on Customer Perceived Value, Customer Satisfaction and Loyalty in South Africa.

Mediterranean Journal Of Social Sciences, 5(9), 331. Retrieved from

https://www.mcser.org/journal/index.php/mjss/article/view/2642/2610

Chu, Po-Young & Lee, Gin-Yuan & Chao, Yu. (2012). Service Quality, Customer

Satisfaction, Customer Trust, and Loyalty in an E-Banking Context. Social

Behavior and Personality: an international journal. 40.

2224/sbp.2012.40.8.1271.

https://www.researchgate.net/publication/263197391_Service_Quality_Customer_

Satisfaction_Customer_Trust_and_Loyalty_in_an_E-Banking_Context

Databoks. (2020a). Fasilitas Kesehatan Hadapi Covid-19 di Indonesia. Katadata.

https://databoks.katadata.co.id/datapublish/2020/04/08/hadapi-covid-19-fasilitaskesehatan-masih-terpusat-di-jawa

Databoks. (2020b). Ketimpangan Jumlah Tenaga Medis RI dalam Penanganan Covid19. Katadata. https://databoks.katadata.co.id/datapublish/2020/04/08/timpangnyatenaga-medis-penanganan-covid-19

Databoks. (2020c). Rasio Dokter Indonesia Terendah Kedua di Asia Tenggara. Katadata.

https://databoks.katadata.co.id/datapublish/2020/04/02/rasio-dokter-indonesiaterendah-kedua-di-asia-tenggara

Echeverría, P., Mas Bergas, M. A., Puig, J., Isnard, M., Massot, M., Vedia, C., Peiró, R.,

Ordorica, Y., Pablo, S., Ulldemolins, M., Iruela, M., Balart, D., Ruiz, J. M., Herms,

J., Sala, B. C., & Negredo, E. (2020). COVIDApp as an innovative strategy for the

management and follow-up of COVID-19 cases in long-term care facilities in

Catalonia: Implementation study. JMIR Public Health and Surveillance, 6(3).

https://doi.org/10.2196/21163

Elizar, C., Indrawati, R., & Syah, T. Y. R. (2020). Service Quality, Customer Satisfaction,

Customer Trust, and Customer Loyalty in Service of Paediatric Polyclinic Over

Private H Hospital of East Jakarta, Indonesia. Not Supported, 04(02), 105–111.

Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer

satisfaction, and loyalty in the banking sector: The moderating role of

organizational culture. International Journal of Quality and Reliability

Management, 35(8), 1546–1567. https://doi.org/10.1108/IJQRM-01-2017-0008

Farisa, F. C. (2021). Satgas: Keterisian Tempat Tidur RS Covid-19 Mengkhawatirkan,

DKI Lebih dari 80 Persen. PT. Kompas Cyber Media.

https://nasional.kompas.com/read/2021/01/22/19025671/satgas-keterisian-tempattidur-rs-covid-19-mengkhawatirkan-dki-lebih-dari-80

Fauzia, M. (2021). Sri Mulyani: Anggaran Covid-19 Capai Rp 130 Triliun, Setara

Bangun 9.352 Km Jalan. Kompas Cyber Media.

https://money.kompas.com/read/2021/04/19/112853526/sri-mulyani-anggarancovid-19-capai-rp-130-triliun-setara-bangun-9352-km-jalan

Firdous, S., & Farooqi, R. (2019). Service quality to e-service quality: A paradigm shift.

Proceedings of the International Conference on Industrial Engineering and

Operations Management, 2019(MAR), 1656–1666.

Globe Newswire. (2020). Global Immune Health Supplements Market Is Expected to

Reach USD 29.40 Billion by 2027 : Fior Markets.

Greenhalgh, T., Koh, G. C. H., & Car, J. (2020). Covid-19: A remote assessment in

primary care. The BMJ, 368, 1–5. https://doi.org/10.1136/bmj.m1182

H, T. G., Kaiyu, H., T, H. J., M, B. B., J, P. M., M, M. G., & E, O. J. (2017). Abstract

: Achieving High Retention in Mobile Health Research Using Design

Principles Adopted From Widely Popular Consumer Mobile Apps. Circulation,

(suppl_1), A21029–A21029.

Hong, Z., Li, N., Li, D., Li, J., Li, B., Xiong, W., Lu, L., Li, W., & Zhou, D. (2020).

Telemedicine during the COVID-19 pandemic: Experiences from Western China.

Journal of Medical Internet Research, 22(5). https://doi.org/10.2196/19577

Iribarren, S. J., Cato, K., Falzon, L., & Stone, P. W. (2017). What is the economic

evidence for mHealth? A systematic review of economic evaluations of mHealth

solutions. https://doi.org/10.1371/journal.pone.0170581

ISO. (2018). Quality management — Customer satisfaction — Guidelines for monitoring

and measuring. In ISO 10004:2018(en). ISO.

Kemenkeu RI. (2021). Kemenkeu Tanggap COVID-19. Kementrian Keuangan Republik

Indonesia. https://www.kemenkeu.go.id/covid19

Kumar, S., Nilsen, W. J., Abernethy, A., Atienza, A., Patrick, K., Pavel, M., Riley, W.

T., Shar, A., Spring, B., Spruijt-Metz, D., Hedeker, D., Honavar, V., Kravitz, R.,

Lefebvre, R. C., Mohr, D. C., Murphy, S. A., Quinn, C., Shusterman, V., &

Swendeman, D. (2013). RTI International. Research Triangle Am J Prev Med,

(2), 228–236. https://doi.org/10.1016/j.amepre.2013.03.017

Kundu, S. and Datta, S.K. (2015), "Impact of trust on the relationship of e-service quality

and customer satisfaction", EuroMed Journal of Business, Vol. 10 No. 1, pp. 21-46.

https://doi.org/10.1108/EMJB-10-2013-0053

Lay, N. Y., Listiana, E., & Heriyadi, H. (2018). Analisis Pengaruh Service Quality,

Personal Selling dan Complain Handling Melalui Satisfaction Serta Trust terhadap

Customer Retention (Survei Nasabah Tabungan Bank Harda Internasional Cabang

Pontianak). Jurnal Ekonomi Bisnis Dan Kewirausahaan, 7(2), 132.

https://doi.org/10.26418/jebik.v7i2.25694

Lee, K., Kwon, H., Lee, B., Lee, G., Lee, J. H., Park, Y. R., & Shin, S. Y. (2018). Effect

of self-monitoring on long-term patient engagement with mobile health

applications. In PLoS ONE (Vol. 13, Issue 7).

https://doi.org/10.1371/journal.pone.0201166

Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer

Trust on Customer Loyalty. International Journal of Academic Research in

Business and Social Sciences, 7(4), 450–465. https://doi.org/10.6007/ijarbss/v7-

i4/2821

Life, M., & Modeling, T. (2019). Health Bene ts and Cost-Effectiveness From.

https://doi.org/10.2196/11118

Maladi, M., Nirwanto, N., & Firdiansjah, A. (2019). The Impact of Service Quality,

Company Image and Switching Barrier on Customer Retention: Mediating Role of

Customer Satisfaction. International Journal of Applied Business and International

Management, 4(2), 57–64. https://doi.org/10.32535/ijabim.v4i2.567

Mansoor, H. (2018). How Mobile Health Apps For Patients Change The mHealth Trends.

CustomerThink Corp. https://customerthink.com/how-mobile-health-apps-forpatients-change-the-mhealth-trends/

Niakan Kalhori, S. R., Bahaadinbeigy, K., Deldar, K., Gholamzadeh, M., HajesmaeelGohari, S., & Ayyoubzadeh, S. M. (2021). Digital health solutions to control the

COVID-19 pandemic in countries with high disease prevalence: Literature review.

Journal of Medical Internet Research, 23(3). https://doi.org/10.2196/19473

Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality

dimensions that affect customer satisfaction in the Jordanian banking sector.

Sustainability (Switzerland), 11(4), 1–24. https://doi.org/10.3390/su11041113

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item

scale for assessing electronic service quality. Journal of Service Research, 7(3),

–233. https://doi.org/10.1177/1094670504271156

Perez, S. (2016). Nearly 1 in 4 People Abandon Mobile Apps After Only One Use. Verizon

Media. https://techcrunch.com/2016/05/31/nearly-1-in-4-people-abandon-mobileapps-after-only-one-use/

Permana, I., Putra, K., Hudayah, S., & Achmad, G. N. (2020). THE EFFECT OF

CUSTOMER VALUE AND CUSTOMER TRUST ON SATISFACTION AND

CUSTOMER LOYALTY PT SAMATOR GAS INDUSTRI SAMARINDA

SEBERANG. 2020(2), 151–160.

Qadri, U. A., Mahmood, M., & Khan, S. (2016). Factors Affecting On Customer

Retention: A Case Study of Cellular Industry of Pakistan. International Journal of

Recent Research in Commerce Economics and Management (IJRRCEM), 1(1), 1–

Rinaldi, G., Hijazi, A., & Haghparast-bidgoli, H. (2020). Cost and cost-effectiveness of

mHealth interventions for the prevention and control of type 2 diabetes mellitus: A

systematic review. Cdc. https://doi.org/10.1016/j.diabres.2020.108084

Rita, P., Oliveira, T., & Farisa, A. (2019a). The impact of e-service quality and customer

satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.

https://doi.org/10.1016/j.heliyon.2019.e02690

Rita, P., Oliveira, T., & Farisa, A. (2019b). The impact of e-service quality and customer

satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.

https://doi.org/10.1016/j.heliyon.2019.e02690

Santos, J. (2003). E-service quality: A model of virtual service quality dimensions.

Managing Service Quality: An International Journal, 13(3), 233–246.

https://doi.org/10.1108/09604520310476490

Sari, S. W., Sunaryo, S., & Mugiono, M. (2018). the Effect of Service Quality on

Customer Retention Through Commitment and Satisfaction As Mediation

Variables in Java Eating Houses. Jurnal Aplikasi Manajemen, 16(4), 593–604.

https://doi.org/10.21776/ub.jam.2018.016.04.05

Satgas COVID-19. (2021). Peta Sebaran COVID-19. Komite Penanganan COVID-19

Dan Pemulihan Ekonomi Nasional. https://covid19.go.id/peta-sebaran-covid19

Swaid, S. I., & Wigand, R. T. (2009). Measuring the Quality of E-Service: Scale

Development and Initial Validation. Journal of Electronic Commerce Research,

(1), 13–28.

Tamuliene, V., & Gabryte, I. (2014). Factors Influencing Customer Retention: Case

Study of Lithuanian Mobile Operators. Procedia - Social and Behavioral Sciences,

(April), 447–451. https://doi.org/10.1016/j.sbspro.2014.11.219

Teva. (2020). Patient retention and engagement with healthcare technology. Teva.

https://respiratorycarev2.com/patient-retention-and-engagement-with-healthcaretechnology/#:~:text=Average mobile app retention rates,90 days across all

industries.&text=Healthcare is no exception%3B only,more than 50%2C000 active

users.

Thulesius, H. (2020). Increased importance of digital medicine and eHealth during the

Covid-19 pandemic. Scandinavian Journal of Primary Health Care, 38(2), 105–

https://doi.org/10.1080/02813432.2020.1770466

Upland. (2018). Mobile Apps: What’s A Good Retention Rate. Upland Software,Inc.

https://uplandsoftware.com/localytics/resources/blog/mobile-apps-whats-a-goodretention-rate/

WHO. (2011). New Horizons for Health Through Mobile Technologies (Vol. 3).

WHO. (2016). Global Observatory for eHealth. Who.

Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and

predicting etail quality. Journal of Retailing, 79(3), 183–198.

https://doi.org/10.1016/S0022-4359(03)00034-4

Worldometer. (2021). COVID-19 CORONAVIRUS PANDEMIC.

https://www.worldometers.info/coronavirus/#countries

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A Conceptual Framework for

Understanding e-Service Quality: Implications for Future Research and Managerial

Practice - Marketing Science Institute. Marketing Science Institute, 00–115.