EXAMINING THE EFFECTS OF E-SERVQUAL AND PERCEIVED VALUE ON CUSTOMER SATISFACTION: THE MODERATING ROLES OF TRUST AND PERCEIVED USEFULNESS IN THE HALODOC APPLICATION
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Abstract
This study aims to identify the influence of e-service quality and perceived value on customer satisfaction, with trust and perceived usefulness acting as moderating variables among users of the Halodoc application. The sample was obtained using a purposive sampling technique, resulting in 185 respondents. The study employed a quantitative descriptive approach and data were analyzed using Partial Least Squares (PLS). The results indicate that e-service quality has a positive and significant effect on customer satisfaction. Similarly, perceived value positively and significantly influences customer satisfaction. However, trust weakens the relationship between e-service quality and customer satisfaction, while perceived usefulness does not moderate the relationship between e-service quality and customer satisfaction. Furthermore, trust does not moderate the relationship between perceived value and customer satisfaction, and perceived usefulness also fails to moderate the relationship between perceived value and customer satisfaction.
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