The Impact of E-Service Quality and Brand Trust on Repurchase Intention with Customer Satisfaction as Intervening for Telemedicine Application Users

Abstract

As an intervention for Halodoc application users, this study aims to determine the impact of telemedicine application product e-service quality and brand trust on customer satisfaction repurchase intent. We surveyed 245 users of Halodoc applications who performed transactions using Halodoc applications at least once in the past year. The data analysis method used SPSS version 23 and the SEM analysis used LISREL 8.8 to process and analyze the survey data. Hypothesis test results show that quality of e-service has a positive and significant impact on repurchase intention, brand trust has a positive and significant impact on repurchase intention, and quality of e-service has a positive impact on customer satisfaction. It shows that it has a significant impact. Trust has a significant positive impact on customer satisfaction, and customer satisfaction has a significant positive impact on repurchase intention. In addition, the results of this study show a positive and significant indirect relationship between quality of e-service and brand confidence in repurchase intent mediated by customer satisfaction and repurchase intent mediated by customer satisfaction.

Website Quality, Brand Image, Brand Trust, Repurchase Intentions, and Customer Satisfaction

“…Research conducted by Elim and Santoso (2022) shows that customer satisfaction has a significant effect on repurchase intentions, indicated by a p-value of 0.000 and a T-statistic value of 6.982, which means a pvalue <0.05 and a t-statistic > 1.96. Meanwhile, research conducted by Udayana et al (2022) shows that customer satisfaction does not affect repurchase intentions, indicated by a t-count of -1.148 and a significant level of 0.254 > 0.005 in a negative direction. Therefore the researcher takes the following hypothesis: H4.…”

“…Research conducted by Hutapea et al (2022) shows that website quality has a positive and significant effect on repurchase intentions, indicated by the positive value of the website quality regression coefficient of 0.220, meaning that every increase of one unit of website quality will increase repurchase intentions by 0.220 with a probability value of 0.007 or significantly at the level (α =<5%) 0.05. Research conducted by Udayana et al (2022) shows that website quality has a positive and significant effect on repurchase intentions, indicated by website quality having a t-count of 3.269 and a significant level of 0.002 <0.05 in a positive direction. Meanwhile, research conducted by Mavilinda and Nazaruddin (2022) shows that website quality cannot affect repurchase intentions, as indicated by the results of the hypothesis test obtained a negative value of -0.090 and a p-value > 0.05, which is 0.089.…”

“…Research conducted by Savitri (2021) shows that customer satisfaction has a significant positive effect as a mediation of website quality on repurchase intentions, indicated by the P-Value results from website quality to customer satisfaction to repurchase intentions of 0.020. Meanwhile, research conducted by Udayana et al (2022) shows that customer satisfaction is unable to mediate the relationship between website quality and repurchase intentions, as indicated by the results of the analysis using the Sobel test showing a statistical value of 0.060085621 and a significant two-tailed probability with the number 0.12171246. Because 0.12171246 > 0.05.…”

Implementing Technical Acceptance Model and Its Impact on the Positive Word of Mouth of BCA Mobile Users in Bandar Lampung

“…This data implies that the level of ease of use is still relatively low, which is less than 50%. Melinda et al (2023) also in their research resulted in the effect of usability variables on satisfaction only being 43.7%. When connected, the effect on loyalty and word of mouth decreases.…”

Examining E- Satisfaction as Mediator between Banking Mobile Application Quality Factors and Consumers E-Loyalty

“…Therefore, when seen in this light, the banking system is an essential component of the contemporary economy (Baum et al, 2023). This is the era of electronic banking, where customers can easily transfer funds through the exchange of electronic singles rather than exchanges of cash (Melinda et al, 2023). To gain market advantages, the banks invest a large amount of money in the use of modern technology to retain their customers.…”