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All Journal Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan
Ripka Renaldi
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Economics, Econometrics & Finance

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PENGARUH MOBILE HEALTH E-SERVICE QUALITY PADA KEPUASAN PELANGGAN DAN KEPERCAYAAN PELANGGAN SERTA KELANJUTAN PENGGUNAANNYA DI ERA PANDEMIK COVID-19 Ripka Renaldi; Christabella Monica; Paul Lumbantobing
Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Vol. 4 No. 4 (2021): FairValue : Jurnal Ilmiah Akuntansi dan Keuangan
Publisher : Departement Of Accounting, Indonesian Cooperative Institute, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (363.785 KB) | DOI: 10.32670/fairvalue.v4i4.807

Abstract

mHealth application has rapidly gained its popularity since the COVID-19pandemic stroke the world. Looking at its promising future in function and variousadvantages, we conducted a study to observe the effect of e-service quality oncustomer satisfaction, customer trust, and subsequently customer retention. Thisstudy uses quantitative method, the population is users of mobile healthapplications who are of productive age. The sampling technique used is simplerandom sampling with the criteria of respondents who have used the mHealthapplication as many as 149 respondents. From the results of our study, it wasfound that e-service quality has a positive relationship with customer satisfactionand trust, customer satisfaction and trust have a positive relationship withcustomer retention. However, e-service quality does not have a direct relationshipwith customer retention. This may be influenced by application factors that oftencrash or user doubts about their privacy when providing information inapplications, as well as comparisons between applications in terms of price andquality of service.
PENGARUH MOBILE HEALTH E-SERVICE QUALITY PADA KEPUASAN PELANGGAN DAN KEPERCAYAAN PELANGGAN SERTA KELANJUTAN PENGGUNAANNYA DI ERA PANDEMIK COVID-19 Ripka Renaldi; Christabella Monica; Paul Lumbantobing
Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Vol. 4 No. Spesial Issue 2 (2021): Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan
Publisher : Departement Of Accounting, Indonesian Cooperative Institute, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (367.057 KB) | DOI: 10.32670/fairvalue.v4iSpesial Issue 2.980

Abstract

Health application has rapidly gained its popularity since the COVID-19 pandemicstroke the world. Looking at its promising future in function and variousadvantages, we conducted a study to observe the effect of e-service quality oncustomer satisfaction, customer trust, and subsequently customer retention. Thisstudy uses quantitative method, the population is users of mobile healthapplications who are of productive age. The sampling technique used is simplerandom sampling with the criteria of respondents who have used the mHealthapplication as many as 149 respondents. From the results of our study, it was foundthat e-service quality has a positive relationship with customer satisfaction andtrust, customer satisfaction and trust have a positive relationship with customerretention. However, e-service quality does not have a direct relationship withcustomer retention. This may be influenced by application factors that often crashor user doubts about their privacy when providing information in applications, aswell as comparisons between applications in terms of price and quality of service.
Co-Authors Christabella Monica Lumbantobing, Paul