Analysis of Factors Affecting E-Loyalty With E-Trust and E-Satisfaction as Mediation Variables on Halodoc Application Users in Indonesia
DOI:
https://doi.org/10.35877/454RI.qems1272Keywords:
Perceived Security Risk, Perceived Privacy, E-Commerce Awareness, E-Trust, E-Satisfaction, E-LoyaltyAbstract
This study aims to analyze: the influence of factors that affect e-loyalty with e-trust and e-satisfaction as mediating variables on Halodoc application users. Data collection was carried out using a questionnaire. The target population of the study is individuals aged > 17 years, who have done online teleconsultation at Halodoc at least 2 times and are willing to be respondents. Determination of the number of samples is determined by 280 samples. The sampling technique used was purposive sampling. The data was processed using Partial Least Square-Structural Equation modeling (PLS-SEM). The results show that the Technology Acceptance Model factors such as user interface quality, perceived security risk, and perceived privacy have a positive effect on e-trust and information quality, perceived security risk, perceived privacy, and e-commerce awareness have a positive effect on e-satisfaction, in This study found that information quality and e-commerce awareness do not have a positive effect on e-trust and user interface quality does not have a positive effect on e-satisfaction. Finally, e-trust has a positive effect on e-loyalty and e-satisfaction has a positive effect on e-loyalty for Halodoc application users in Indonesia. Managerial implications based on the results of data analysis, Halodoc must maintain the visual design of the application, display attractive information, the quality of the features contained in the application, update and provide up-to-date health information, maintain the security of patient's data and also providing 24-hour customer service, increasing awareness by increasing service promotions, providing public webinars or health talks, providing compensation to customers if there are problems regarding the services provided by Halodoc.
References
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Chellappa, R. K., & Pavlou, P. A. (2002). Perceived information security, financial liability and consumer trust in electronic commerce transactions. Logistics Information Management.
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DAM, S. M., & DAM, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585–593.
Darta, E., Daulay, M. Y. I., & Abdillah, W. (2020). Antecedents to Webs te E-Commerce Sat sfact on and Loyalty. APMBA (Asia Pacific Management and Business Application), 9(2), 123–136.
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Flavi?n, C., Guinaliu, M., & Torres, E. (2006). How bricks and mortar attributes affect online banking adoption. International Journal of Bank Marketing.
Glavas, A., & Godwin, L. N. (2013). Is the perception of ?goodness? good enough? Exploring the relationship between perceived corporate social responsibility and employee organizational identification. Journal of Business Ethics, 114(1), 15–27.
Gotama, F., & Indarwati, T. A. (2019). The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User?s in Indonesian). Jurnal Minds: Manajemen Ide Dan Inspirasi, 6(2), 145–160.
Ha, H. Y., & Perks, H. (2005). Effects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust. Journal of Consumer Behaviour: An International Research Review, 4(6), 438–452.
Hendrata, A. S., & Haryanto, A. M. (2013). Analisis Pengaruh Roe, Growth, & Working Capital Terhadap Overvalued Saham Lq 45 Pada Perusahaan Non Perbankan Yang Tercatat Di Bei Periode 2008-2010. Fakultas Ekonomika dan Bisnis.
Hidayat, A., Saifullah, M., & Ishak, A. (2016). Determinants of satisfaction, trust, and loyalty of Indonesian e-commerce customer. International Journal of Economics and Management, 10(1), 151–166.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., & Sulistyo, 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.
Kartono, R. A., & Halilah, I. (2019). Pengaruh E-Trust Terhadap E-Loyalty (Studi Pada Seller Di Bukalapak). Prosiding Industrial Research Workshop and National Seminar, 10(1), 1204–1213.
Kasih, S. S., & Moeliono, N. N. K. (2020). Pengaruh E-Service Quality Dan E-Trust Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Pada Pelanggan Sorabel Di Bandung). Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 5(4), 780–791.
Lane, V., & Jacobson, R. (1995). Stock market reactions to brand extension announcements: The effects of brand attitude and familiarity. Journal of Marketing, 59(1), 63–77.
Lien, C.-H., Wen, M.-J., Huang, L.-C., & Wu, K.-L. (2015). Online hotel booking: The effects of brand image, price, trust and value on purchase intentions. Asia Pacific Management Review, 20(4), 210–218.
Liu, C., Marchewka, J. T., Lu, J., & Yu, C.-S. (2005). Beyond concern?a privacy-trust-behavioral intention model of electronic commerce. Information & Management, 42(2), 289–304.
Madden, T. J., Ellen, P. S., & Ajzen, I. (1992). A comparison of the theory of planned behavior and the theory of reasoned action. Personality and Social Psychology Bulletin, 18(1), 3–9.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The Journal of Strategic Information Systems, 11(3–4), 297–323.
Najafi, I. (2012). The role of e-commerce awareness on increasing electronic trust. Life Science Journal, 9(4), 1487–1494.
Nawangasari, S., & Putri, N. D. (2020). Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Nasabah Pengguna Bni Mobile Banking Melalui Citra Bank Sebagai Variabel Intervening. Jurnal Ilmiah Matrik, 22(1), 55–63.
Nurjanah, S., Tecoalu, M., & Purnama, E. D. (2022). THE EFFECT OF SERVICE QUALITY AND UTILIZATION OF INFORMATION TECHNOLOGY ON CONSUMER LOYALTY DURING THE COVID-19 PANDEMIC. Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT), 2(3), 195–207.
Park, E., Yoo, W.-J., & Oh, I. (2019). The influence of star marketing and the design characteristics of’idol goods’ on consumer responses and purchase intentions: focus on fandom culture. International Journal of Economics and Business Research, 18(1), 49–72.
Ribbink, D., Van Riel, A. C. R., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal.
Rini, E. S., & Absah, Y. (2015). Analisis Penciptaan Loyalitas Melalui Pengaruh Penerapan Strategi Pemasaran Rasional, Emosional, dan Spiritual Terhadap Kepuasan Nasabah PT. Bank Sumut Syariah Cabang Utama Medan. Jurnal Studi Manajemen Dan Bisnis, 2(1), 63–76.
Silva, P. (2015). Davis’ technology acceptance model (TAM)(1989). Information Seeking Behavior and Technology Adoption: Theories and Trends, 205–219.
Subowo, M. H. (2020). Pengaruh Prinsip Technology Acceptance Model (TAM) Terhadap Kepuasan Pelanggan Aplikasi Ojek Online XYZ. Walisongo Journal of Information Technology, 2(2), 79–92.
Susilo, G. (2017). Keamanan basis data pada sistem informasi di era global. Jurnal Transformasi, 12(2).
Tanuwijaya, G. H., & Suharto, Y. (n.d.). THE INFLUENCE OF USER INTERFACE DESIGN AND USER EXPERIENCE TO E-LOYALTY (CASE STUDY OF ONLINE TRANSPORTATION: GO-JEK).
Warrington, P., & Shim, S. (2000). An empirical investigation of the relationship between product involvement and brand commitment. Psychology & Marketing, 17(9), 761–782.
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799–822.
Zaid, S., & PATWAYATI, P. (2021). Impact of customer experience and customer engagement on satisfaction and loyalty: A case study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 983–992.
Al-Adwan, A. S., Kokash, H., Adwan, A. Al, Alhorani, A., & Yaseen, H. (2020). Building customer loyalty in online shopping: the role of online trust, online satisfaction and electronic word of mouth. International Journal of Electronic Marketing and Retailing, 11(3), 278–306.
Al Shorman, H., Abu Nabaa, L., Coulter, W. A., Pankhurst, C. L., & Lynch, E. (2002). Management of dental unit water lines. Dental Update, 29(6), 292–298.
Ashari, H., Sumarwan, U., & Kirbrandoko, K. (2013). Kepuasan Pelaku Usaha terhadap Kualitas Layanan Perizinan Pupuk di Kementerian Pertanian. Jurnal Manajemen & Agribisnis, 10(3), 156–164.
Aslam, W., Hussain, A., Farhat, K., & Arif, I. (2020). Underlying factors influencing consumers? trust and loyalty in E-commerce. Business Perspectives and Research, 8(2), 186–204.
Bloemer, J., De Ruyter, K., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing.
Chang, H.-C. (2009). Emotion barometer of reading: user interface design of a social cataloging website. In CHI’09 Extended Abstracts on Human Factors in Computing Systems (pp. 3371–3376).
Chellappa, R. K., & Pavlou, P. A. (2002). Perceived information security, financial liability and consumer trust in electronic commerce transactions. Logistics Information Management.
Connolly, R., & Bannister, B. (2007). E-commerce trust beliefs: the influence of national culture. Proceedings of European and Mediterranean Conference on Information Systems (EMCIS 2007).
Cyr, D. (2008). Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47–72.
DAM, S. M., & DAM, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585–593.
Darta, E., Daulay, M. Y. I., & Abdillah, W. (2020). Antecedents to Webs te E-Commerce Sat sfact on and Loyalty. APMBA (Asia Pacific Management and Business Application), 9(2), 123–136.
Delarosa, M. (2013). HUBUNGAN ANTARA KESEIMBANGAN TUBUH DENGAN AKTIVITAS FISIK, IMT, DAN KARAKTERISTIK PADA PENDUDUK YANG BERTEMPAT TINGGAL DI KELURAHAN DUREN SAWIT JAKARTA TIMUR PADA TAHUN 2012. Jurnal Ilmiah Fisioterapi, 3(3), 15–26.
Dharmesti, M. D. D. (2012). Anteseden Kepuasan dan Loyalitas Konsumen Toko Online. Universitas Gadjah Mada.
Eid, M. I. (2011). Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12(1), 78.
Flavi?n, C., Guinaliu, M., & Torres, E. (2006). How bricks and mortar attributes affect online banking adoption. International Journal of Bank Marketing.
Glavas, A., & Godwin, L. N. (2013). Is the perception of ?goodness? good enough? Exploring the relationship between perceived corporate social responsibility and employee organizational identification. Journal of Business Ethics, 114(1), 15–27.
Gotama, F., & Indarwati, T. A. (2019). The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User?s in Indonesian). Jurnal Minds: Manajemen Ide Dan Inspirasi, 6(2), 145–160.
Ha, H. Y., & Perks, H. (2005). Effects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust. Journal of Consumer Behaviour: An International Research Review, 4(6), 438–452.
Hendrata, A. S., & Haryanto, A. M. (2013). Analisis Pengaruh Roe, Growth, & Working Capital Terhadap Overvalued Saham Lq 45 Pada Perusahaan Non Perbankan Yang Tercatat Di Bei Periode 2008-2010. Fakultas Ekonomika dan Bisnis.
Hidayat, A., Saifullah, M., & Ishak, A. (2016). Determinants of satisfaction, trust, and loyalty of Indonesian e-commerce customer. International Journal of Economics and Management, 10(1), 151–166.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., & Sulistyo, 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.
Kartono, R. A., & Halilah, I. (2019). Pengaruh E-Trust Terhadap E-Loyalty (Studi Pada Seller Di Bukalapak). Prosiding Industrial Research Workshop and National Seminar, 10(1), 1204–1213.
Kasih, S. S., & Moeliono, N. N. K. (2020). Pengaruh E-Service Quality Dan E-Trust Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Pada Pelanggan Sorabel Di Bandung). Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 5(4), 780–791.
Lane, V., & Jacobson, R. (1995). Stock market reactions to brand extension announcements: The effects of brand attitude and familiarity. Journal of Marketing, 59(1), 63–77.
Lien, C.-H., Wen, M.-J., Huang, L.-C., & Wu, K.-L. (2015). Online hotel booking: The effects of brand image, price, trust and value on purchase intentions. Asia Pacific Management Review, 20(4), 210–218.
Liu, C., Marchewka, J. T., Lu, J., & Yu, C.-S. (2005). Beyond concern?a privacy-trust-behavioral intention model of electronic commerce. Information & Management, 42(2), 289–304.
Madden, T. J., Ellen, P. S., & Ajzen, I. (1992). A comparison of the theory of planned behavior and the theory of reasoned action. Personality and Social Psychology Bulletin, 18(1), 3–9.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The Journal of Strategic Information Systems, 11(3–4), 297–323.
Najafi, I. (2012). The role of e-commerce awareness on increasing electronic trust. Life Science Journal, 9(4), 1487–1494.
Nawangasari, S., & Putri, N. D. (2020). Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Nasabah Pengguna Bni Mobile Banking Melalui Citra Bank Sebagai Variabel Intervening. Jurnal Ilmiah Matrik, 22(1), 55–63.
Nurjanah, S., Tecoalu, M., & Purnama, E. D. (2022). THE EFFECT OF SERVICE QUALITY AND UTILIZATION OF INFORMATION TECHNOLOGY ON CONSUMER LOYALTY DURING THE COVID-19 PANDEMIC. Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT), 2(3), 195–207.
Park, E., Yoo, W.-J., & Oh, I. (2019). The influence of star marketing and the design characteristics of’idol goods’ on consumer responses and purchase intentions: focus on fandom culture. International Journal of Economics and Business Research, 18(1), 49–72.
Ribbink, D., Van Riel, A. C. R., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal.
Rini, E. S., & Absah, Y. (2015). Analisis Penciptaan Loyalitas Melalui Pengaruh Penerapan Strategi Pemasaran Rasional, Emosional, dan Spiritual Terhadap Kepuasan Nasabah PT. Bank Sumut Syariah Cabang Utama Medan. Jurnal Studi Manajemen Dan Bisnis, 2(1), 63–76.
Silva, P. (2015). Davis’ technology acceptance model (TAM)(1989). Information Seeking Behavior and Technology Adoption: Theories and Trends, 205–219.
Subowo, M. H. (2020). Pengaruh Prinsip Technology Acceptance Model (TAM) Terhadap Kepuasan Pelanggan Aplikasi Ojek Online XYZ. Walisongo Journal of Information Technology, 2(2), 79–92.
Susilo, G. (2017). Keamanan basis data pada sistem informasi di era global. Jurnal Transformasi, 12(2).
Tanuwijaya, G. H., & Suharto, Y. (n.d.). THE INFLUENCE OF USER INTERFACE DESIGN AND USER EXPERIENCE TO E-LOYALTY (CASE STUDY OF ONLINE TRANSPORTATION: GO-JEK).
Warrington, P., & Shim, S. (2000). An empirical investigation of the relationship between product involvement and brand commitment. Psychology & Marketing, 17(9), 761–782.
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799–822.
Zaid, S., & PATWAYATI, P. (2021). Impact of customer experience and customer engagement on satisfaction and loyalty: A case study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 983–992.
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Published
2022-10-27
How to Cite
Chandra, A., & Henriette Pattyranie Tan, P. (2022). Analysis of Factors Affecting E-Loyalty With E-Trust and E-Satisfaction as Mediation Variables on Halodoc Application Users in Indonesia. Quantitative Economics and Management Studies, 3(6), 983–997. https://doi.org/10.35877/454RI.qems1272
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