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
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
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