Pengaruh Service Quality dan Trust Terhadap Customer Loyalty dengan Customer Satisfaction sebagai Intervening pada Aplikasi Jasa Kesehatan X
Keywords:
Service Quality, Trust, Customer Loyalty, Customer SatisfactionAbstract
ABSTRACT
The purpose of this study was to determine the effect of service quality and user trust of an application product on customer loyalty with customer satisfaction as an intervening at the Halodoc E-Health service provider company. This paper is a quantitative research with data collection method using a questionnaire survey instrument, non-probability sampling technique and sample selection using purposive sampling. The object of this research is 201 respondents who have used the Halodoc application at least three times in the last six months. This research in processing data and research results, using Lisrel. Based on the results of research that has been done, it shows that service quality has a positive and significant effect on customer satisfaction, as well as trust on customer satisfaction, customer satisfaction with customer loyalty which is also positively and significantly correlated. Meanwhile, service quality to customer loyalty has a relationship that does not have a positive and insignificant effect, and trust to customer loyalty which, although it has a positive relationship, is not significant. The results of this study also show a positive and significant indirect relationship between service quality and customer loyalty with customer satisfaction as a mediating variable. And trust and customer loyalty with customer satisfaction as a mediating variable.
Keywords: Service Quality, Trust, Customer Loyalty, Customer Satisfaction
ABSTRAK
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh service quality dan trust pengguna suatu produk aplikasi terhadap customer loyalty dengan customer satisfaction sebagai intervening pada perusahaan penyedia layanan E-Health Halodoc. Penelitian ini merupakan penelitian kuantitatif dengan metode pengumpulan data menggunakan instrumen survei kuesioner, teknik non-probability sampling dan pemilihan sampel menggunakan purposive sampling. Objek dari penelitian ini adalah 201 responden yang telah menggunakan aplikasi Halodoc minimal tiga kali dalam enam bulan terakhir. Penelitian ini dalam mengolah data dan hasil penelitian, menggunakan Lisrel. Berdasarkan hasil penelitian yang telah dilakukan, menunjukan bahwa service quality berpengaruh secara positif dan signifikan terhadap customer satisfaction, begitu pula dengan trust terhadap customer satisfaction, customer satsfaction dengan customer loyalty yang juga berkorelasi positif dan signifikan. Sedangkan service quality terhadap customer loyalty memiliki hubungan yang tidak berpengaruh secara positif dan tidak signifikan, dan trust terhadap customer loyalty yang walaupun memiliki hubungan positif, namun tidak signifikan. Hasil penelitian ini juga menunjukan hubungan tidak langsung yang positif dan signifikan, antara service quality dan terhadap customer loyalty dengan customer satisfaction sebagai variabel mediasi. Dan trust dan terhadap customer loyalty dengan customer satisfaction sebagai variabel mediasi.
Kata Kunci: Service Quality, Trust, Customer Loyalty, Customer Satisfaction
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