PENGARUH E-SERVICE QUALITY, E- TRUST DAN E-CUSTOMER SATISFACTION TERHADAP E- CUSTOMER LOYALTY PADA PENGGUNA E-FARMASI K24KLIK DI INDONESIA

IRMA , FITRIYANI (2025) PENGARUH E-SERVICE QUALITY, E- TRUST DAN E-CUSTOMER SATISFACTION TERHADAP E- CUSTOMER LOYALTY PADA PENGGUNA E-FARMASI K24KLIK DI INDONESIA. Masters thesis, UNIVERSITAS LAMPUNG.

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Abstrak (Berisi Bastraknya saja, Judul dan Nama Tidak Boleh di Masukan)

ABSTRAK Perkembangan pesat teknologi informasi dan aplikasi mobile telah menjadi tren dalam memfasilitasi berbagai kegiatan sehari-hari, termasuk dalam hal layanan kesehatan. Aplikasi e-farmasi K24KLIK merupakan salah satu bentuk kemajuan teknologi kesehatan secara digital. Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality dan e-trust terhadap e-customer satisfaction serta e-customer loyalty pada pengguna e-farmasi K24KLIK di Indonesia. Metode penelitian yang digunakan adalah survei dengan pendekatan kuantitatif, di mana data dikumpulkan melalui kuesioner yang disebarkan kepada konsumen yang pernah melakukan transaksi 2 kali atau lebih dalam kurun waktu 6 bulan di aplikasi K24Klik. Jumlah responden yang dijadikan sampel adalah 300 responden. Data diolah dengan menggunakan teknik analisis SEM-PLS dengan aplikasi Smart PLS versi 4.0. Hasil penelitian menemukan bahwa e-service quality (website appearance, ease of use, reliability, security, personalisation, fulfilment dan responsiveness) berpengaruh positif dan signifikan terhadap esastisfaction, e-trust berpengaruh positif dan signifikan terhadap e-satisfaction dan e-loyalty, serta e-satisfaction berpengaruh positif dan signifikan terhadap eloyalty. Hasil penelitian ini diharapkan dapat memberikan pemahaman tentang pentingnya e-service quality dan e-trust bagi kepuasan dan loyalitas pelanggan dalam konteks layanan e-farmasi Hasil penelitian ini juga memberikan implikasi manajerial bagi pengelola e-farmasi untuk meningkatkan strategi pelayanan dan membangun hubungan yang lebih baik dengan pelanggan. Kata Kunci: e-service quality, E-trust, e-satisfaction, e-loyalty, e-farmasi, K24Klik, website appearance, ease of use, reliability, security, personalisation, fulfilment dan responsiveness The rapid development of information technology and mobile applications has become a trend in facilitating various daily activities, including healthcare services. The K24KLIK epharmacy application is one form of digital health technology advancement. This study aims to determine the effect of e-service quality and e-trust on e-customer satisfaction and e-customer loyalty among K24KLIK e-pharmacy users in Indonesia. The research method used is a survey with a quantitative approach, where data is collected through questionnaires distributed to consumers who have made transactions twice or more within a period of 6 months on the K24Klik application. The number of respondents used as a sample is 300 respondents. Data are processed using SEM-PLS analysis techniques with the Smart PLS application version 4.0. The results of the study found that e-service quality (website appearance, ease of use, reliability, security, personalization, fulfillment, and responsiveness) has a positive and significant effect on e-satisfaction, e-trust has a positive and significant effect on e-satisfaction and e-loyalty, and e-satisfaction has a positive and significant effect on e-loyalty. The results of this study are expected to provide an understanding of the importance of e-service quality and e-trust for customer satisfaction and loyalty in the context of e-pharmacy services. The results of this study also provide managerial implications for e-pharmacy managers to improve service strategies and build better relationships with customers. Keywords: e-service quality, E-trust, e-satisfaction, e-loyalty, e-pharmacy, K24Klik, website appearance, ease of use, reliability, security, personalisation, fulfilment and responsiveness.

Jenis Karya Akhir: Tesis (Masters)
Subyek: 300 Ilmu sosial > 330 Ekonomi
Program Studi: FAKULTAS EKONOMI DAN BISNIS (FEB) > Prodi S2-Magister Manajemen
Pengguna Deposit: A.Md Cahya Anima Putra .
Date Deposited: 23 Oct 2025 06:19
Terakhir diubah: 23 Oct 2025 06:19
URI: http://digilib.unila.ac.id/id/eprint/91824

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