Upaya Meningkatkan E-Satisfation Melalui E-Service Quality dan E-Trust pada Pengguna Halodoc
Keywords:
E-Service Quality, E-Trust, E-Customer Satisfaction, Halodoc
E-Service Quality, E-Trust, E-Customer Satisfaction, Halodoc
Abstract
Era digitalisasi dan kondisi pandemi membuat berbagai perusahaan harus bertransformasi dari tradisional menjadi digital atau online, salah satunya adalah layanan kesehatan (healthtech). Terlebih lagi kondisi pandemic membuat konsumsi produk kesehatan meraih posisi teratas, hal ini sejalan dengan maraknya penggunaan aplikasi telemedicine. Halodoc menjadi salah satu platform healthtech dengan pengguna aktif paling banyak di Indonesia dan menempati posisi ke-150 dalam kategori Innovative Digital Health dan Virtual Care Delivery. Faktanya saat ini, meskipun virus corona sudah tidak semasif dahulu, tetapi layanan healthtech dan telemedicine malah semakin diminati masyarakat. Hal ini menjadi peluang sekaligus persaingan bagi Halodoc untuk senantiasa meningkatkan pelayanan yang optimal dan memberikan kepercayaan guna memberikan rasa puas bagi penggunanya. Penelitian ini dilakukan guna menganalisa pengaruh e-service quality dan e-trust yang telah dilakukan Halodoc dalam menciptakan kepuasan bagi penggunanya. Penelitian ini menggunakan metode kuantitatif dengan instrument penelitian berupa kuesioner dan dianalisis menggunakan analisis regresi linear berganda. Hasil penelitian menunjukkan bahwa e-service quality berpengaruh positif dan signifikan terhadap e-satisfaction, e-trust berpengaruh positif dan signifikan terhadap e-satisfaction, e-service quality dan e-trust secara simultan berpengaruh positif dan signifikan terhadap e-satisfaction, maka e-service quality dan e-trust terbukti dapat menjadi upaya untuk meningkatkan tingkat e-satisfaction.
Downloads
Download data is not yet available.
References
Ahmed, R. R., Streimikiene, D., Channar, Z. A., Soomro, R. H., & Streimikis, J. (2021). E-Banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM. Engineering Economics, 32(5), 407–421. https://doi.org/10.5755/J01.EE.32.5.28997
Akbar, A., Pradana, M., Wardhana, A., & Adhiim, M. (2021). The Effect of E-Service Quality on E-Customer Loyalty of a Financial Technology Applications through E-Customer Satisfaction as Intervening Variable. Italienisch, 11(2), 496–501.
Albanna, M. R., Yunita, D., & Nofiawaty, N. (2022). Pengaruh E-Service Quality terhadap E-Satisfaction pada Konsumen Tokopedia di Kota Palembang. Jurnal Manajemen Dan Bisnis Sriwijaya, 20(3), 159–172. https://doi.org/10.29259/jmbs.v20i3.18731
Alnaim, A. F., Sobaih, A. E. E., & Elshaer, I. A. (2022). Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach. Mathematics, 10(13). https://doi.org/10.3390/math10132328
Anggita, V. (2021, August 27). Halodoc Masuk Daftar 100 Perusahaan Teknologi Kesehatan Top Dunia. Swa Online. https://swa.co.id/swa/trends/halodoc-masuk-daftar-100-perusahaan-teknologi-kesehatan-top-dunia
Ardila, T., Rahmidani, R., & Padang, U. N. (2023). Pengaruh E-Service Quality Dan Satisfaction Terhadap Customer Loyalty Pada Marketplace Bukalapak Di Kota Padang Universitas Negeri Padang. 02(1), 205–218.
ATA, S., BAYDAŞ, A., & YAŞAR, M. E. (2021). the Relationship Between Determinants of Shopping Sites and Customer E-Trust, Purchase Intention, Satisfaction, and Repurchase. Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 22(2), 324–349. https://doi.org/10.37880/cumuiibf.979417
Bozbay, Z., Yaman, Y., & Özkan, E. (2016). The Role of Service Quality on Customer Satisfaction in Internet Retailing: A Comparative Study of Apparel and Book Industries. Journal of Transportation and Logistics, 1(1), 19–19. https://doi.org/10.22532/jtl.237885
Burhan, F. A. (2021, December 2). Investasi ke Startup Kesehatan RI Melonjak, Berpotensi Jadi Unicorn. Katadata.Co.Id. https://katadata.co.id/desysetyowati/digital/61a869697c7d4/investasi-ke-startup-kesehatan-ri-melonjak-berpotensi-jadi-unicorn
Çelik, K. (2021). The effect of e-service quality and after-sales e-service quality on e-satisfaction. Business & Management Studies: An International Journal, 9(3), 1137–1155. https://doi.org/10.15295/bmij.v9i3.1898
Charumilind, S. (2020, December 16). COVID-19: Implications for business in 2020. McKinsey & Company. https://www.mckinsey.com/capabilities/risk-and-resilience/our-insights/covid-19-implications-for-business-2020
Fernández-Bonilla, F., Gijón, C., & De la Vega, B. (2022). E-commerce in Spain: Determining factors and the importance of the e-trust. Telecommunications Policy, 46(1). https://doi.org/10.1016/j.telpol.2021.102280
Ghane, S., Fathian, M., & Gholamian, M. R. (2011). Full relationship among e-satisfaction, e-trust, e-service quality, and e-loyalty: The case of Iran e-banking. Journal of Theoretical and Applied Information Technology, 33(1), 1–6.
Ghifari, Z. M. (2021). The effect of e-service quality on e-customer satisfaction of dana application. E-Proceeding of Management, 8(5), 6576–6582.
Grönroos, C. (1984). 852901.Pdf. European Journal of Marketing, 18(4), 36–44.
Gunawan, A. A. (2016). Pengaruh Kompensasi Dan Disiplin Kerja Terhadap Kinerja Karyawan Pada Pt Gesit Nusa Tangguh. Jurnal Ilmiah Manajemen Bisnis Ukrida, 16(1), 98066.
Hansopaheluwakan, S. (2021). Analysis of e-service quality and website quality effect on e-customer loyalty through e-customer satisfaction (case study: Tokopedia). IOP Conference Series: Earth and Environmental Science, 794(1). https://doi.org/10.1088/1755-1315/794/1/012086
Indriastuti, H., Putri, A. N. O. D., Robiansyah, R., & Anwar, H. (2022). The Effect of E-Service Quality and E-Trust on Customer Loyalty and Mediating Customer Satisfaction of Internet Banking Users. Jurnal Manajemen Dan Kewirausahaan, 10(1), 24–34. https://doi.org/10.26905/jmdk.v10i1.7533
Jameel, A. S., Hamdi, S. S., Karem, M. A., Raewf, M. B., & Ahmad, A. R. (2021). E-Satisfaction based on E-service Quality among university students. Journal of Physics: Conference Series, 1804(1). https://doi.org/10.1088/1742-6596/1804/1/012039
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., Sulistyo, A. B., & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477–486. https://doi.org/10.5267/j.ijdns.2021.12.006
Kalia, P., & Paul, J. (2021). E-service quality and e-retailers: Attribute-based multi-dimensional scaling. Computers in Human Behavior, 115, 106608. https://doi.org/10.1016/j.chb.2020.106608
Kang, G. Du, & James, J. (2004). Service quality dimensions: An examination of Grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266–277. https://doi.org/10.1108/09604520410546806
Kartika, D., Fauzi, A., & Lubis, A. N. (2021). The Effect of Customer Perceived Value and E-Service Recovery One-Loyalty with E-Satisfaction and E-Trust as Intervening Variables on E-Commerce Shopee Indonesia Customers in Medan City. International Journal of Research and Review, 8(11), 246–258. https://doi.org/10.52403/ijrr.20211133
Kudinska, M., & Romanova, I. (2017). BANKING AND FINTECH : A CHALLENGE OR OPPORTUNITY ? Inna Rom ā nova and Marina Kudinska. 98, 21–35. https://doi.org/10.1108/S1569-375920160000098002
Kusnandar, V. B. (2021). Pengguna Internet Indonesia Peringkat ke-3 Terbanyak di Asia. Databoks.Katadata.Co.Id. https://databoks.katadata.co.id/datapublish/2021/10/14/pengguna-internet-indonesia-peringkat-ke-3-terbanyak-di-asia#:~:text=Berdasarkan data internetworldstats%2C pengguna internet,mencapai 989%2C08 juta jiwa.
Maulida, V. W., & Utami, F. N. (2022). Effect of E-Service Quality on E-Customer Satisfaction Alfagift Application in West Java Province. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 5(2), 9762–9771. https://www.bircu-journal.com/index.php/birci/article/view/4772
Mendoza, M. C. O., Santos, R. R. C., & Magdaraog, J. E. H. (2020). Assessment of E-Service Quality Dimensions and Its Influence on Customer Satisfaction: A Study on the Online Banking Services in the Philippines. 2020 IEEE 7th International Conference on Industrial Engineering and Applications, ICIEA 2020, 1076–1081. https://doi.org/10.1109/ICIEA49774.2020.9101940
Prakosa, D., & Pradhanawati, A. (2020). Pengaruh E-Trust Dan E-Service Quality Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Kasus Pada Pengguna Tokopedia Di Kota Semarang). Jurnal Ilmu Administrasi Bisnis, 9(4), 457–464. https://doi.org/10.14710/jiab.2020.28742
Puranda, N. R., Ariyanti, M., & Ghina, A. (2022). The Effect of E-Service Quality on E-Loyalty With E-Satisfaction as an Intervening for GoFood Application Users. Italienisch, 12(1), 218–226. http://www.italienisch.nl/index.php/VerlagSauerlander/article/view/189
Rita, P., Oliveira, T., & Farisa, A. (2019). 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
Salome, I., Ayotunde, O., Samuel, O., & Samuel, O. (2022). From Service Quality To E-Service Quality: Measurement, Dimensions and Model. Journal of Management Information and Decision Sciences, 25(1), 1–15.
Sanaky, M. M. (2021). Analisis Faktor-Faktor Keterlambatan Pada Proyek Pembangunan Gedung Asrama Man 1 Tulehu Maluku Tengah. Jurnal Simetrik, 11(1), 432–439. https://doi.org/10.31959/js.v11i1.615
Saputra, G. Y., & Setyadi, H. J. (2020). PENGARUH E-SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION, TRUST, CUSTOMER LOYALTY DAN BRAND EQUITY PENGGUNA LAYANAN MOBILE BANKING. Open Journal System, 15(2), 4293–4304.
Susanta, S., & Utomo, H. S. (2020). The Effect of e-Service Quality on e-Satisfaction: A Study in the Context of Online Learning during the Covid-19 Pandemic. 17–22. https://doi.org/10.31098/pss.v1i1.85
Lazaroni, I. (2017). Manajemen Kinerja Pegawai Secara Elektronik (E-Performance) Pada Dinas Tenaga Kerja Kota Surabaya” Menggunakan Information System Success Model (ISSM). 2017. http://repository.its.ac.id/id/eprint/42566
Nurfarida, Iva Nurdiana. “Pengukuran Indeks Kepuasan Pelanggan Untuk Peningkatan Kualitas Layanan.” Modernisasi, vol. 11, 2015.
Parasuraman, Valarie A., Zeithmal, Leonard L Berry. 1990. Delivering Quality Service, Balancing Customer Perception and Expectations. New York: Free Press.
Ramdhani, P. (2021). Pengaruh System Quality, Information Quality, Service Quality, Ease To Use, Dan Security Control Terhadap User Satisfaction Sistem Informasi Akuntansi Berbasis C2c E-Commerce (Studi Asosiatif Kausal pada Pengguna Aplikasi Marketplace Shopee di Kalangan Ma [Universitas Sumatera Utara]. http://repositori.usu.ac.id/handle/123456789/33151.
Tjiptono, Fandy 2000, Pemasaran Jasa, Penerbit: Andi offset, Yogyakarta.
Tjiptono, Fandy.2011. Prinsip-Prinsip Total Quality Service. Yogyakarta: Andi Offset.
Akbar, A., Pradana, M., Wardhana, A., & Adhiim, M. (2021). The Effect of E-Service Quality on E-Customer Loyalty of a Financial Technology Applications through E-Customer Satisfaction as Intervening Variable. Italienisch, 11(2), 496–501.
Albanna, M. R., Yunita, D., & Nofiawaty, N. (2022). Pengaruh E-Service Quality terhadap E-Satisfaction pada Konsumen Tokopedia di Kota Palembang. Jurnal Manajemen Dan Bisnis Sriwijaya, 20(3), 159–172. https://doi.org/10.29259/jmbs.v20i3.18731
Alnaim, A. F., Sobaih, A. E. E., & Elshaer, I. A. (2022). Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach. Mathematics, 10(13). https://doi.org/10.3390/math10132328
Anggita, V. (2021, August 27). Halodoc Masuk Daftar 100 Perusahaan Teknologi Kesehatan Top Dunia. Swa Online. https://swa.co.id/swa/trends/halodoc-masuk-daftar-100-perusahaan-teknologi-kesehatan-top-dunia
Ardila, T., Rahmidani, R., & Padang, U. N. (2023). Pengaruh E-Service Quality Dan Satisfaction Terhadap Customer Loyalty Pada Marketplace Bukalapak Di Kota Padang Universitas Negeri Padang. 02(1), 205–218.
ATA, S., BAYDAŞ, A., & YAŞAR, M. E. (2021). the Relationship Between Determinants of Shopping Sites and Customer E-Trust, Purchase Intention, Satisfaction, and Repurchase. Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 22(2), 324–349. https://doi.org/10.37880/cumuiibf.979417
Bozbay, Z., Yaman, Y., & Özkan, E. (2016). The Role of Service Quality on Customer Satisfaction in Internet Retailing: A Comparative Study of Apparel and Book Industries. Journal of Transportation and Logistics, 1(1), 19–19. https://doi.org/10.22532/jtl.237885
Burhan, F. A. (2021, December 2). Investasi ke Startup Kesehatan RI Melonjak, Berpotensi Jadi Unicorn. Katadata.Co.Id. https://katadata.co.id/desysetyowati/digital/61a869697c7d4/investasi-ke-startup-kesehatan-ri-melonjak-berpotensi-jadi-unicorn
Çelik, K. (2021). The effect of e-service quality and after-sales e-service quality on e-satisfaction. Business & Management Studies: An International Journal, 9(3), 1137–1155. https://doi.org/10.15295/bmij.v9i3.1898
Charumilind, S. (2020, December 16). COVID-19: Implications for business in 2020. McKinsey & Company. https://www.mckinsey.com/capabilities/risk-and-resilience/our-insights/covid-19-implications-for-business-2020
Fernández-Bonilla, F., Gijón, C., & De la Vega, B. (2022). E-commerce in Spain: Determining factors and the importance of the e-trust. Telecommunications Policy, 46(1). https://doi.org/10.1016/j.telpol.2021.102280
Ghane, S., Fathian, M., & Gholamian, M. R. (2011). Full relationship among e-satisfaction, e-trust, e-service quality, and e-loyalty: The case of Iran e-banking. Journal of Theoretical and Applied Information Technology, 33(1), 1–6.
Ghifari, Z. M. (2021). The effect of e-service quality on e-customer satisfaction of dana application. E-Proceeding of Management, 8(5), 6576–6582.
Grönroos, C. (1984). 852901.Pdf. European Journal of Marketing, 18(4), 36–44.
Gunawan, A. A. (2016). Pengaruh Kompensasi Dan Disiplin Kerja Terhadap Kinerja Karyawan Pada Pt Gesit Nusa Tangguh. Jurnal Ilmiah Manajemen Bisnis Ukrida, 16(1), 98066.
Hansopaheluwakan, S. (2021). Analysis of e-service quality and website quality effect on e-customer loyalty through e-customer satisfaction (case study: Tokopedia). IOP Conference Series: Earth and Environmental Science, 794(1). https://doi.org/10.1088/1755-1315/794/1/012086
Indriastuti, H., Putri, A. N. O. D., Robiansyah, R., & Anwar, H. (2022). The Effect of E-Service Quality and E-Trust on Customer Loyalty and Mediating Customer Satisfaction of Internet Banking Users. Jurnal Manajemen Dan Kewirausahaan, 10(1), 24–34. https://doi.org/10.26905/jmdk.v10i1.7533
Jameel, A. S., Hamdi, S. S., Karem, M. A., Raewf, M. B., & Ahmad, A. R. (2021). E-Satisfaction based on E-service Quality among university students. Journal of Physics: Conference Series, 1804(1). https://doi.org/10.1088/1742-6596/1804/1/012039
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., Sulistyo, A. B., & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477–486. https://doi.org/10.5267/j.ijdns.2021.12.006
Kalia, P., & Paul, J. (2021). E-service quality and e-retailers: Attribute-based multi-dimensional scaling. Computers in Human Behavior, 115, 106608. https://doi.org/10.1016/j.chb.2020.106608
Kang, G. Du, & James, J. (2004). Service quality dimensions: An examination of Grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266–277. https://doi.org/10.1108/09604520410546806
Kartika, D., Fauzi, A., & Lubis, A. N. (2021). The Effect of Customer Perceived Value and E-Service Recovery One-Loyalty with E-Satisfaction and E-Trust as Intervening Variables on E-Commerce Shopee Indonesia Customers in Medan City. International Journal of Research and Review, 8(11), 246–258. https://doi.org/10.52403/ijrr.20211133
Kudinska, M., & Romanova, I. (2017). BANKING AND FINTECH : A CHALLENGE OR OPPORTUNITY ? Inna Rom ā nova and Marina Kudinska. 98, 21–35. https://doi.org/10.1108/S1569-375920160000098002
Kusnandar, V. B. (2021). Pengguna Internet Indonesia Peringkat ke-3 Terbanyak di Asia. Databoks.Katadata.Co.Id. https://databoks.katadata.co.id/datapublish/2021/10/14/pengguna-internet-indonesia-peringkat-ke-3-terbanyak-di-asia#:~:text=Berdasarkan data internetworldstats%2C pengguna internet,mencapai 989%2C08 juta jiwa.
Maulida, V. W., & Utami, F. N. (2022). Effect of E-Service Quality on E-Customer Satisfaction Alfagift Application in West Java Province. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 5(2), 9762–9771. https://www.bircu-journal.com/index.php/birci/article/view/4772
Mendoza, M. C. O., Santos, R. R. C., & Magdaraog, J. E. H. (2020). Assessment of E-Service Quality Dimensions and Its Influence on Customer Satisfaction: A Study on the Online Banking Services in the Philippines. 2020 IEEE 7th International Conference on Industrial Engineering and Applications, ICIEA 2020, 1076–1081. https://doi.org/10.1109/ICIEA49774.2020.9101940
Prakosa, D., & Pradhanawati, A. (2020). Pengaruh E-Trust Dan E-Service Quality Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Kasus Pada Pengguna Tokopedia Di Kota Semarang). Jurnal Ilmu Administrasi Bisnis, 9(4), 457–464. https://doi.org/10.14710/jiab.2020.28742
Puranda, N. R., Ariyanti, M., & Ghina, A. (2022). The Effect of E-Service Quality on E-Loyalty With E-Satisfaction as an Intervening for GoFood Application Users. Italienisch, 12(1), 218–226. http://www.italienisch.nl/index.php/VerlagSauerlander/article/view/189
Rita, P., Oliveira, T., & Farisa, A. (2019). 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
Salome, I., Ayotunde, O., Samuel, O., & Samuel, O. (2022). From Service Quality To E-Service Quality: Measurement, Dimensions and Model. Journal of Management Information and Decision Sciences, 25(1), 1–15.
Sanaky, M. M. (2021). Analisis Faktor-Faktor Keterlambatan Pada Proyek Pembangunan Gedung Asrama Man 1 Tulehu Maluku Tengah. Jurnal Simetrik, 11(1), 432–439. https://doi.org/10.31959/js.v11i1.615
Saputra, G. Y., & Setyadi, H. J. (2020). PENGARUH E-SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION, TRUST, CUSTOMER LOYALTY DAN BRAND EQUITY PENGGUNA LAYANAN MOBILE BANKING. Open Journal System, 15(2), 4293–4304.
Susanta, S., & Utomo, H. S. (2020). The Effect of e-Service Quality on e-Satisfaction: A Study in the Context of Online Learning during the Covid-19 Pandemic. 17–22. https://doi.org/10.31098/pss.v1i1.85
Lazaroni, I. (2017). Manajemen Kinerja Pegawai Secara Elektronik (E-Performance) Pada Dinas Tenaga Kerja Kota Surabaya” Menggunakan Information System Success Model (ISSM). 2017. http://repository.its.ac.id/id/eprint/42566
Nurfarida, Iva Nurdiana. “Pengukuran Indeks Kepuasan Pelanggan Untuk Peningkatan Kualitas Layanan.” Modernisasi, vol. 11, 2015.
Parasuraman, Valarie A., Zeithmal, Leonard L Berry. 1990. Delivering Quality Service, Balancing Customer Perception and Expectations. New York: Free Press.
Ramdhani, P. (2021). Pengaruh System Quality, Information Quality, Service Quality, Ease To Use, Dan Security Control Terhadap User Satisfaction Sistem Informasi Akuntansi Berbasis C2c E-Commerce (Studi Asosiatif Kausal pada Pengguna Aplikasi Marketplace Shopee di Kalangan Ma [Universitas Sumatera Utara]. http://repositori.usu.ac.id/handle/123456789/33151.
Tjiptono, Fandy 2000, Pemasaran Jasa, Penerbit: Andi offset, Yogyakarta.
Tjiptono, Fandy.2011. Prinsip-Prinsip Total Quality Service. Yogyakarta: Andi Offset.
Published
2024-02-06
How to Cite
ZahraN., FadillahA., AnjaniA., & YusufA. (2024, February 6). Upaya Meningkatkan E-Satisfation Melalui E-Service Quality dan E-Trust pada Pengguna Halodoc. Journal of Economic, Management, Accounting and Technology, 7(1), 68-77. https://doi.org/https://doi.org/10.32500/jematech.v7i1.5788
Section
Articles
