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Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
35
THE IMPACT OF E-SERVICE QUALITY AND BRAND
TRUST ON REPURCHASE INTENTION WITH
CUSTOMER SATISFACTION AS INTERVENING FOR
TELEMEDICINE APPLICATION USERS
Annisa Dayani 1), Agung Kresnamurti Rivai 2), Shandy Aditya 3)
1) Universitas Negeri Jakarta, Jakarta, Indonesia
2) Universitas Negeri Jakarta, Jakarta, Indonesia
3) Universitas Negeri Jakarta, Jakarta, Indonesia
ARTICLE
INFORMATION
ABSTRACT
Article History:
Received:
July, 24th 2022
Accepted:
September, 9th 2022
Published:
September, 30th 2022
_________________
Keywords:
E-Service Quality
Brand Trust
Customer Satisfaction
Repurchase Intention
Telemedicine
As an intervention for Telemedicine 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
Telemedicine applications who performed transactions using
Telemedicine applications at least once in the past year. The
data analysis method used SPSS version 23, and the SEM
used LISREL 8.8 to process and analyze the survey data.
Hypothesis test results show that the 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 positively impacts 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 the
quality of e-service and brand confidence in repurchase intent
mediated by customer satisfaction and repurchase intent
mediated by customer satisfaction.
This is an open access article under the CC–BY license.
Corresponding Author:
Annisa Dayani, Indonesia
Email-address : annisadayani29@gmail.com
ISSN online : 2614-1353
Available online at : http://journal.unj.ac.id/unj/index.php/jdmb
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
36
INTRODUCTION
The COVID-19 pandemic that hit the
country in early 2020 has spread
throughout Indonesia, especially the
Jakarta metropolitan area and its
surroundings. This area covers the
administrative areas of
JABODETABEK. The province that
experienced the most cases of the
COVID-19 pandemic was DKI
Jakarta, with a total of 864,644 cases
(20.6%), then West Java province
with several cases, 708,607
(18.30%), which shows that the area
is the area with the highest number
of COVID-19 cases.
Changes in people's attitudes also
affect the use of mobile programs,
which is mainly based on a
collaborative survey seen between
the organization Prudential Asia and
The Economist Intelligence Unit,
saying that dominant or sixty-seven
percent of respondents in Indonesia
say mobile health software programs
are useful for receiving statistics
about health, and 68% of Indonesian
respondents said they might use the
greater personal digital fitness era
over the next 3 years to improve
fitness. The study, which was based
on 5,000 adults across 13 markets in
Asia between August and
September 2020, looked through the
impact of scientific disasters, where
at least 29% of respondents from
Indonesia stated that they were
prepared for a COVID-19 project,
lower than the level of
preparedness. . people in various
Asian countries, according to the
news, illustrate that the modern
fitness generation plays an important
position in the lives of Indonesian
citizens.
Some of their motives for staying
online include convenience and
preventing the spread of COVID-19.
This variation is because COVID-19
can be transmitted from people who
have only mild symptoms, such as a
cough, but feel well. The government
forces the Indonesian people to carry
out a new normal, one of which is
Body Distancing. With this regulation,
there is no longer any client buying
behavior which also changes from
direct or offline purchases to online
purchases.
Given the above situation, various
countries seek to increase the use of
telemedicine services or
telemedicine as part of their
healthcare service strategy efforts to
address the outbreak of the COVID-
19 pandemic. Telemedicine is a
means of connecting users and
healthcare providers to the efficiency
and effectiveness of medical
services involving patients and
professionals (Fatmawati, 2021,
p.20).
Based on reviews on the Google play
store, Twitter, and web similar, there
has been a decline in applications
over the last year and three months,
which can indicate consumer
reluctance to make repurchase
intentions in the future. If consumers
are happy, they are more likely to buy
the company's product or service
again (Kotler & Armstrong, 2018,
p.255)
Various previous studies have
proven the effect of e-service quality
on repurchase intention, such as
research by (Anggraeni et al., 2019;
Rohwiyati and Praptiestrini, 2019;
Yunus et al., 2021), Those who find
a positive and significant relationship
between quality of e-service and
repurchase. The intent also shows
that customer satisfaction can
convey benefits.
By influencing the intent of the
repurchase, the quality of the e-
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
37
service proves that the quality of the
e-service can increase customer
satisfaction, and customer
satisfaction creates the intent to
repurchase.
Previous studies have proven the
effect of brand trust on repurchase
intention, such as research by (Cha
& Seo, 2019; Goh et al., 2016), who
found a positive and essential
relationship between brand trust and
repurchase intent. Brand consumer
trust is critical to the company's
Ability to build good relationships
with consumers and maintain
consumer trust. For consumers to
repurchase products from the
company, the company must present
the product well to build trust in the
consumer's brand.
Extensive research on repurchase
intention has been carried out,
especially in Indonesia, especially in
the Greater Jakarta area, as an
intervention in telemedicine or health
care applications, integrated brand
trust in electronic service quality, and
customer satisfaction with
repurchase intention. However, not
much research has been done.
Therefore, the researcher attempted
to determine the independent and
dependent variables and intervene in
telemedicine or Halodoc Health's
application as a reference to study
the problems encountered.
Based on the various problems
above, researchers are interested
and need to research to see, learn
and understand "The impact of E-
Service Quality and Brand Trust on
Repurchase Intention with Customer
Satisfaction as Intervening on
Telemedicine Application Users.
LITERATURE REVIEW
Repurchase Intention
According to Kuan et al. in
Juwitasary et al.'s research (2020),
the intent of repeated purchases is
"the ability or desire of consumers to
continue to use the same website
and make repeated purchases on
the same website." Repurchase
intention behavior on the same
website. According to Hellier et al. in
(Unpapar, 2021), repurchase
intention refers to an individual's
assessment of repurchasing a
particular service from the same
company. Given the current and
possible circumstances, the intent to
repurchase can easily be interpreted
as the decision by a person to
repurchase—a service by the same
company.
Customer Satisfaction
According to (Kotler & Armstrong,
2018, p.227), customer satisfaction
is "a condition in which consumer
expectations can be met by the
product." However, according to
Zeithmal and Bitner (Achmad, 2020),
satisfaction is a much broader
concept than just a quality of service
assessment. According to Pratiwi
(Suneni - et al., 2019), it is argued
that to measure the customer
satisfaction model can be measured
through three main dimensions,
namely, consumer desires and
expectations of continuing using
services, consumer desires to
recommend to others, and
satisfaction with service quality,
which is given. According to (Sari,
2020), Consumer satisfaction
influences future repurchase intent
behavior. The more satisfied
consumers are, the more motivated
they will be to make repeated
purchases in the future. Based on the
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
38
theoretical evidence of existing
research, researchers propose the
following hypothesis:
H5: Customer Satisfaction has a
positive and significant on the
Repurchase Intention of
Telemedicine application Users.
E-Service Quality
According to Chase and Aquilano in
the research by (Rohwiyati &
Praptiestrini, 2019), e-service quality
is "service provided to consumers of
internet networks as an extension of
the ability of a site to facilitate
shopping, purchasing, and
distribution activities effectively and
efficiently." According to Santos's
research (Wiryana & Erdiansyah,
2020), e-service quality is
consumers' overall assessment and
evaluation of the advantages and
services provided in e-commerce.
The research of (Jayaputra & Kempa,
2022; Kurniawan & Remiasa, 2022).
This supports that the E-Service
Quality variable positively and
significantly influences repurchase
intention through consumer
satisfaction. Therefore, it can be
interpreted that customer satisfaction
can be an intervening variable for
repurchase intention. Based on the
theoretical evidence in the existing
studies, the researcher proposes the
following hypothesis:
H1: E-Service Quality has a positive
and significant on the Repurchase
Intention of telemedicine application
users.
H3: E-Service Quality has a positive
and significant on Customer
Satisfaction among telemedicine
application users.
H6: E-Service Quality has a positive
and significant on Repurchase
Intention through Customer
Satisfaction with telemedicine
application user.
Brand Trust
According to Chaudhuri and
Holbrook in the research by (Goh et
al., 2016), brand trust is "the
willingness of the average consumer
to rely on the ability of the brand to
perform its stated function."
According to Ferrinadewi (Arista,
2011), three activities can be carried
out by companies to measure brand
trust to consumers, which can be
measured through, Achieving results,
Acting with integrity, and
Demonstrating concern. Research
conducted by (Japarianto & Agatha,
2020; Navarone & Evanita, 2019;
Putri et al., 2018) states that the
Brand Trust variable has a positive
effect on Customer Satisfaction
where trust in a brand arises after
customers buy and consume and
feel satisfied with the brand A
product in e-commerce. Research
conducted by (Jayaputra & Kempa,
2022; Sumara & Salim, 2020; Utami,
2017), customer satisfaction states
that it actively and significantly
mediates the impact of brand trust on
repurchase intent. Based on the
theoretical evidence of existing
research, researchers propose the
following hypotheses:
H2: Brand Trust has a positive and
significant on the Repurchase
Intention of telemedicine application
Users.
H4: Brand Trust has a positive and
significant on Customer Satisfaction
among telemedicine application
Users.
H7: Brand Trust has a positive and
significant on Repurchase Intention
through Customer Satisfaction with
telemedicine application Users.
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
39
Figure 1. Hypothesized Framework
Source: Data Processed by Author (2022)
RESEARCH METHODS
Research Time and Place
This study uses a place or research
location in JABODETABEK with the
object of research, namely, users of
the telemedicine application. The
research location was chosen in
Jabodetabek because this area is
the domicile of the most significant
telemedicine application users in
Indonesia. In addition, Jabodetabek
is one of the regions with the highest
incidence of COVID-19 in Indonesia,
so you can switch to telemedicine
services to prevent the spread of
COVID-19; telemedicine applications
are used as data sources. The study
was conducted from January 2022-
May 2022. In this study,
questionnaires will be distributed to a
minimum of 200 respondents who
meet the research criteria and are
filled with 245 samples and through a
google form, with details of the
distribution of Central Jakarta 20
samples, West Jakarta 22 samples,
South Jakarta 30 samples, East
Jakarta 46 samples, North Jakarta
55 samples, Bogor 10 samples,
Depok 11 samples, Tangerang 19
samples, and finally Bekasi 32
samples.
Population and Sample
The sample is taken based on
specific considerations which have
used the telemedicine application,
namely, telemedicine application
users who live in Greater Jakarta,
Make transactions at telemedicine
application at least once a year, and
Respondents who use the
telemedicine application with a
minimum age of 17 years. According
to (Hair et al., 2017), the
recommended minimum sample size
ranges from 100-300 samples in the
use of Structural Equation Modeling
(SEM) statistical modeling
techniques. If the sample is below
100, the results will be less good
when using SEM, according to
(Sarwono, 2010) research. Based on
the previous statement, the
researcher determined that the
E-Service
Quality
Brand
Trust
Customer
Satisfaction
Repurchase
Intention
H1
H2
H3
H4
H5
H6
H7
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
40
sampling in this study was used with
a minimum of 200 samples because
this number was close to the
minimum number of respondents,
and the sample in this study used
245 samples to facilitate data
analysis using LISREL and avoid
data errors.
Variable Operations and
Measurement Scale
The survey tool used to measure the
statements on the questionnaire is
the Likert scale. This measure has
five answer categories, from "very
agree" to "very disagree," and is
chosen by respondents to determine
the degree of consent or
disagreement. Respondents to
Object Questions – Stimulation
(Sugiyono, 2020).
Data Analysis Technique
The survey tool used to measure the
statements on the questionnaire is
the Likert scale. This measure has
five answer categories, from "very
agree" to "very disagree," and is
chosen by respondents to determine
the degree of consent or
disagreement—respondents to
Object Questions – Stimulation
(Sugiyono, 2020).
Table 1. Variable Operations
Code
Measurement Indicator
RI
Repurchase Intention
RI1
RI2
RI3
RI4
RI5
RI6
RI7
RI8
There is an interest in reusing the telemedicine application.
There is a desire to reuse the telemedicine application.
Willing to recommend telemedicine application to others.
Willing to recommend the telemedicine application as a solution, if friends
experience health problems.
Telemedicine application is the first choice in choosing online health services.
Telemedicine application is the first choice in referring online health services to
others.
There is an interest in seeking information about the telemedicine application.
The benefits obtained when using the telemedicine application are an added value.
CS
Customer Satisfaction
CS1
CS2
CS3
CS4
CS5
CS6
There is a feeling of pleasure using the telemedicine application.
Willing to provide an assessment if the telemedicine application is not as expected.
Always recommend to relatives to use the telemedicine application.
Always share positive experiences with relatives about the telemedicine
application.
The services provided when using the telemedicine application are better than
other health (telemedicine) applications.
All services using the telemedicine application are satisfactory.
ESQ
Electronic Service Quality
ESQ1
The menu display in the telemedicine application is easy to use.
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ESQ2
ESQ3
ESQ4
ESQ5
ESQ6
ESQ7
ESQ8
ESQ9
ESQ10
ESQ11
ESQ12
ESQ13
ESQ14
Telemedicine application has an easy payment system.
Telemedicine application can function properly without system disturbance.
Doctors on the telemedicine application provide accurate explanations.
Products purchased on the telemedicine application must be in good physical
condition when received.
Consultation sessions on the telemedicine application according to the promised
time.
The telemedicine application maintains information in the payment transaction
process.
In answering questions, doctors on the telemedicine application are very quick to
provide solutions
Telemedicine application handles customer complaints very well.
Telemedicine application in making a refund is very fast.
There is a refund of shipping costs by telemedicine application, if the product
received does not match.
Customers can easily contact telemedicine application customer service
Telemedicine application customer service always responds to customer
complaints responsively.
BT
Brand Trust
BT1
BT2
BT3
BT4
BT5
BT6
The services provided by telemedicine application provide solutions to customer
problems.
Telemedicine application has lived up to expectations.
Telemedicine application is committed to service quality.
The services provided by the telemedicine application are in accordance with what
is offered.
Telemedicine application is open to criticism from customers to improve service
quality.
Telemedicine application compensates customers when problems occur in their
services.
Source: Data Processed by Author (2022)
RESULTS AND DISCUSSION
The survey was conducted by
distributing surveys via Google
Forms, with more than 245
respondents who participated
according to the survey's criteria:
telemedicine application users and
telemedicine applications visited at
least once last year. The
characteristics of the respondents by
gender are that the most significant
number of participants was female
respondents (172 people (70.20%)),
and the rest were male respondents
(73 people (29.80%)). Respondents
based on this age are between 17-22
years old, with a percentage of
60.00% or 147 respondents. They
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
42
are followed by the age range of 23-
28 years by 18.78% or 46
respondents. Furthermore, in the
age range> 34 years by 12.24% or
as many as 30 respondents. Finally,
for the age range 29-34 years, 8.98%
or as many as 22 respondents.
Respondents with the most
participation with the criteria for the
level of education that have been
taken are the majority of
undergraduates (S1), as many as
130 people or 53.06% of the total
respondents—then followed by high
school / vocational high school
graduates with as many as 80 people
or 33.06%. The rest is filled by
Diplomas, which are 20 people or
8.16%, Masters (S2) is 15 people or
6.12%, and Doctoral (S3) is 0 people
or 0%. Respondents who
participated the most had a total
monthly expenditure of Rp.
500,001.00 - Rp. 1,000,000.00, as
many as 72 people, or 29.39% of the
total respondents. Then,
respondents with a total monthly
expenditure of <Rp 500,000.00, as
many as 50 people or 20.41%.
Characteristics of respondents
based on transactions on the
telemedicine application health
application in 1 year with the number
of transactions between 1-3 times
with a total of 188 respondents or a
percentage of 76.73%.
Characteristics of respondents
based on domicile on the
telemedicine application health
application, the most homes using
the Halodok application are the North
Jakarta area, with a total of 55
respondents or a percentage of
22.45%.
Reliability Testing. Reliable results
give confidence that every individual
indicator is consistent with those
measurements. The generally
accepted confidence level is 0.70.
The interpretation of compound
reliability (CR) is the same as
Cronbach's alpha. The threshold of
0.7 is acceptable, and the
importance of 0.8 is very satisfactory
(Haryono, 2016). Based on table 2, it
is known that all indicators in the
variable used for this study are
reliable.
Table 2. Reliability Test Result
Variable
Cronbach’s Alpha
Description
Electronic Service Quality
0,934
Reliabel
Brand Trust
0,854
Reliabel
Customer Satisfaction
0,892
Reliabel
Repurchase Intention
0,891
Reliabel
Source: Data Processed by Author (2022)
Validity Testing with Exploratory
Factor Analysis (EFA). The KMO
value of the electronic service quality
variable is 0.949 > 0.05, so the next
factor analysis test can be carried out.
In Bartlett's Test of Sphericity, the sig
value is 0.000. The deal is less than
0.05, so it can be used to correlate
and continue the following process.
Based on table 3, the electronic
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
43
service quality variable shows that
the electronic service quality variable
has no dimensions formed. No
indicators are omitted, and the
values of all items or statements are
declared valid because the factor
loading factor value of the electronic
service quality variable table starts
from the lowest 0.683 up to 0.788.
The coefficient value has a value >
0.40.
Table 3. Electronic Service Quality Validity Test with Factor Analysis
Component Matrixa
Item
Statement
Factor Loadings
1
ESQ1
The menu display in the telemedicine
application is easy to use.
.712
ESQ2
Telemedicine application application has an
easy payment system.
.728
ESQ3
Telemedicine application application can
function properly without system disturbance.
.734
ESQ4
Doctors on the telemedicine application provide
accurate explanations.
.770
ESQ5
Products purchased on the telemedicine
application must be in good physical condition
when received.
.754
ESQ6
Consultation sessions on the telemedicine
application according to the promised time.
.788
ESQ7
The telemedicine application maintains
information in the payment transaction process.
.777
ESQ8
The telemedicine application maintains the
security of customer data.
.747
ESQ9
In answering questions, doctors on the
telemedicine application are very quick to
provide solutions
.752
ESQ10
Telemedicine application handles customer
complaints very well.
.686
ESQ11
Telemedicine application in making a refund is
very fast.
.683
ESQ12
There is a refund of shipping costs by
telemedicine application, if the product received
does not match.
.753
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44
ESQ13
Customers can easily contact telemedicine
application customer service
.700
ESQ14
Telemedicine application customer service
always responds to customer complaints
responsively
.703
Source: Data Processed by Author (2022)
The KMO value of the brand trust
variable is 0.872 > 0.05, so the next
factor analysis test can be carried out.
In Bartlett's Test of Sphericity, the sig
value is 0.000. The deal is less than
0.05, so it can be used to correlate
and continue the following process.
Based on table 4, the brand trust
variable shows that the brand trust
variable has no dimensions formed,
and no indicators are omitted. The
values of all items or statements are
declared valid because the factor
loading value of the brand trust
variable table item starts from the
lowest 0.693 to 0.794 value. The
coefficient has a value > 0.40.
Table 4. Brand Trust Validity Test with Factor Analysis
Component Matrixa
Item
Statement
Factor Loadings
1
BT1
The services provided by telemedicine provide
solutions to customer problems.
.794
BT2
Telemedicine has lived up to expectations.
.754
BT3
Telemedicine is committed to service quality.
.787
BT4
The services provided by the telemedicine application
are in accordance with what is offered.
.763
BT5
Telemedicine is open to criticism from customers to
improve service quality.
.693
BT6
Telemedicine compensates customers when problems
occur in their services.
.771
Source: Data Processed by Author (2022)
The KMO value of the customer
satisfaction variable is 0.856 > 0.05,
so the next factor analysis test can
be carried out. In Bartlett's Test of
Sphericity, the sig value is 0.000. The
deal is less than 0.05, so it can be
used to correlate and continue the
following process. Based on table 5,
the customer satisfaction variable
shows that the customer satisfaction
variable has no dimensions formed,
and no indicators are omitted. The
values of all items or statements are
declared valid because the factor
loading value of the brand trust
variable table item starts from the
lowest 0.699 to 0.772 value. The
coefficient has a value > 0.40.
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
45
Table 5. Customer Satisfaction Validity Test with Factor Analysis
Component Matrixa
Item
Statement
Factor Loadings
1
CS1
There is a feeling of happy using the
telemedicine application.
.760
CS2
Willing to provide an assessment if the
telemedicine application is not as expected.
.706
CS3
Always recommend to relatives to use the
telemedicine application.
.744
CS4
Always share positive experiences with relatives
about the telemedicine application.
.732
CS5
The services provided when using the
telemedicine application are better than other
health (telemedicine) applications..
.699
CS6
All services using the telemedicine application
are satisfactory.
.772
Source: Data Processed by Author (2022)
The KMO value of the repurchase
intention variable is 0.898 > 0.05, so
the next factor analysis test can be
carried out. In Bartlett's Test of
Sphericity, the sig value is 0.000. The
deal is less than 0.05, so it can be
used to correlate and continue the
following process. Based on table 6,
the repurchase intention variable
shows that the repurchase intention
variable has no dimensions formed,
and no indicators are omitted. The
value of all items or statements is
declared valid because the factor
loading value of the brand trust
variable table item starts from the
lowest 0.701 to 0.791 value. The
coefficient has a value> 0.40.
Table 6. Repurchase Intention Validity Test with Factor Analysis
Component Matrixa
Items
Statement
Factor Loadings
1
RI1
There is an interest in reusing the telemedicine
application.
.747
RI2
There is a desire to reuse the telemedicine
application.
.701
RI3
Willing to recommend telemedicine application to
others.
.747
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
46
RI4
Willing to recommend the telemedicine application
as a solution, if friends experience health
problems.
.791
RI5
Telemedicine is the first choice in choosing online
health services.
.758
RI6
Telemedicine is the first choice in referring online
health services to others.
.783
RI7
There is an interest in seeking information about
the telemedicine application.
.734
RI8
The benefits obtained when using the
telemedicine application are an added value.
.760
Source: Data Processed by Author (2022)
The KMO value of the repurchase
intention variable is 0.898 > 0.05, so
the next factor analysis test can be
carried out. In Bartlett's Test of
Sphericity, the sig value is 0.000. The
deal is less than 0.05, so it can be
used to correlate and continue the
following process. Based on table 6,
the repurchase intention variable
shows that the repurchase intention
variable has no dimensions formed,
and no indicators are omitted. The
value of all items or statements is
declared valid because the factor
loading value of the brand trust
variable table item starts from the
lowest 0.701 to 0.791 value. The
coefficient has a value> 0.40.
Table 7. Electronic Service Quality Fit Test Results
Goodness of Fit Indices
Cut off Values
Result
Model
Evaluation
Significance probability (p)
≥0,05
0,058
Good
GFI
≥0,90
0,91
Good
RMR/RMSR
≤0,05
0,018
Good
RMSEA
0,05≤RMSEA≤0,08
0,072
Good
AGFI
≥0,90
0,87
Marginal
TLI/NNFI
≥0,90
0,98
Good
CFI
≥0,90
0,98
Good
Source: Data Processed by Author (2022)
In the results of the instrument test
table 8, the brand trust variable has
six measurable indicators with codes
BT1 to BT6. The results of the
appropriate model show the P-value
= 0.230; GFI= 0.97; RMR/RMSR=
0.012; RMSEA= 0.068; AGFI= 0.94;
TLI/NNFI= 0.98 and CFI= 0.99.
Therefore, it can be concluded that
the repurchase intent model is
considered appropriate or sufficient
to assess the feasibility of the model.
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
47
Table 8. Brand Trust Fit Test Results
Goodness of Fit Indices
Cut off Values
Result
Model
Evaluation
Significance probability (p)
≥0,05
0,230
Good
GFI
≥0,90
0,97
Good
RMR/RMSR
≤0,05
0,012
Good
RMSEA
0,05≤RMSEA≤0,08
0,068
Good
AGFI
≥0,90
0,94
Good
TLI/NNFI
≥0,90
0,98
Good
CFI
≥0,90
0,99
Good
Source: Data Processed by Author (2022)
In the results of the instrument test
table 9, the customer satisfaction
variable has 6 measurable indicators
with codes CS1 to CS6. The results
of the appropriate model show the P-
value = 0.349; GFI= 0.97;
RMR/RMSR= 0.014; RMSEA=
0.076; AGFI= 0.85; TLI/NNFI = 0.97
and CFI = 0.98. Therefore, it can be
concluded that the repurchase intent
model is considered appropriate or
sufficient to assess the feasibility of
the model.
Table 9. Customer Satisfaction Fit Test Results
Goodness of Fit Indices
Cut off Values
Result
Model
Evaluation
Significance probability (p)
≥0,05
0,349
Good
GFI
≥0,90
0,97
Good
RMR/RMSR
≤0,05
0,014
Good
RMSEA
0,05≤RMSEA≤0,08
0,076
Good
AGFI
≥0,90
0,85
Marginal
TLI/NNFI
≥0,90
0,97
Good
CFI
≥0,90
0,98
Good
Source: Data Processed by Author (2022)
In the results of the instrument test
table 10, the repurchase intention
variable has eight measurable
indicators with codes RI1 to RI8. The
results of the suitable model show
the P-value = 0.415; GFI= 0.91;
RMR/RMSR= 0.017; RMSEA=
0.085; AGFI= 0.93; TLI/NNFI = 0.94
and CFI = 0.96. Therefore, it can be
concluded that the repurchase intent
model is considered appropriate or
sufficient to assess the feasibility of
the model.
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
48
Table 10. Repurchase Intention Fit Test Results
Goodness of Fit Indices
Cut off Values
Result
Model
Evaluation
Significance probability (p)
≥0,05
0,415
Good
GFI
≥0,90
0,91
Good
RMR/RMSR
≤0,05
0,017
Good
RMSEA
0,05≤RMSEA≤0,08
0,085
Marginal
AGFI
≥0,90
0,93
Good
TLI/NNFI
≥0,90
0,94
Good
CFI
≥0,90
0,96
Good
Source: Data Processed by Author (2022)
Full SEM testing. Table 11 shows the
full SEM model consisting of four
variables: electronic service quality,
brand trust, customer satisfaction,
and repurchase intention. The entire
model analyzes the relationship
between one variable under
investigation and another. The value
of the entire model must meet the
criteria for Goodness Fit of Indices to
say that the research results are
promising. If the values obtained
from data processing do not meet the
requirements, you need to create
change metrics in LISREL software
version 8.8. Based on the data
processing by the researchers, the
complete SEM model can be
considered to meet the criteria for the
goodness-of-fit index score and can
be considered appropriate.
Table 11. Full SEM Model Test Results
Goodness of Fit Indices
Cut off Values
Result
Model
Evaluation
Significance probability (p)
≥0,05
0,287
Good
GFI
≥0,90
0,94
Good
RMR/RMSR
≤0,05
0,020
Good
RMSEA
0,05≤RMSEA≤0,08
0,051
Good
AGFI
≥0,90
0,93
Good
TLI/NNFI
≥0,90
0,98
Good
CFI
≥0,90
0,98
Good
Source: Data Processed by Author (2022)
Table 12 shows the results of the
direct and indirect effects of the
independent variable on the
dependent variable. The indirect
impact of the electronic service
quality variable on the repeat
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
49
purchase intent variable via the
customer satisfaction variable is 0.22,
and the indirect impact of the brand
trust variable on the repeat purchase
intent variable via the customer
satisfaction variable is 0.16. The
existence of an indirect influence
value is caused by the role of the
customer satisfaction variable as an
intervening variable in the
relationship between electronic
service quality and brand trust in
repurchase intentions. Therefore, it
can be concluded that the electronic
service quality variable has a more
direct influence on the repurchase
intention variable because the direct
influence value is 0.32 > 0.22, where
0.22 is the indirect effect value
through customer satisfaction. Then
the brand trust variable has more
influence on the direct repurchase
intention variable because the direct
influence value is 0.35 > 0.16, where
0.16 is the indirect influence value
through customer satisfaction..
Table 12. Direct and Indirect Effects
Independent
Variable
Dependent
variable
Direct
Effect
Indirect
Effect
Electronic
Service Quality
→
Customer
Satisfaction
0,29
-
Brand
Trust
→
Customer
Satisfaction
0,34
-
Electronic
Service Quality
→
Repurchase
Intention
0,32
0,22
Brand
Trust
→
Repurchase
Intention
0,36
0,16
Customer
Satisfaction
→
Repurchase
Intention
0,40
-
Source: Data Processed by Author (2022)
Based on the results of the structural
equation model that has been
calculated and can be explained in
table 13, it is known that seven
hypotheses have a relationship
between variables using a t-value
greater than 1.96, which has a
significant influence on variables for
this study.
Table 13. Effect of Structural Equation Model
H
Independent
Variable
Dependent
variable
Standardized
Total Effect
T-
Values
Interpretation
H1
Electronic
Service
Quality
→
Repurchase
Intention
0,32
4,43
Significantly
positive effect
H2
Brand Trust
→
Repurchase
Intention
0,35
4,50
Significantly
positive effect
H3
Electronic
→
Customer
Satisfaction
0,29
3,82
Significantly
positive effect
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
50
Service
Quality
H4
Brand
Trust
→
Customer
Satisfaction
0,34
4,31
Significantly
positive effect
H5
Customer
Satisfaction
→
Repurchase
Intention
0,16
2,07
Significantly
positive effect
H6
Electronic
Service
Quality
Customer
satisfaction
Repurchase
Intention
0,22
2,24
Significantly
positive effect
H7
Brand Trust
Customer
Satisfaction
Repurchase
Intention
0,16
2.11
Significantly
positive effect
Source: Data Processed by Author (2022)
The relationship between electronic
service quality (X1) and repurchase
Intention (Y) variables has a
standardized total effect value of 0.32
and t-values greater than 1.96, which is
4.43. So that the first hypothesis (H1),
electronic service quality (X1) has a
positive and significant effect on
repurchase Intention (Y), is accepted.
This is supported by the research by
(Anggraeni et al., 2019; Lestari &
Ellyawati, 2019; Yunus et al., 2021),
conducted by those who stated that
electronic service quality (X1) had a
positive and significant effect on
repurchase intention (Y).
The relationship between the brand trust
variable (X1) and repurchase intention
(Y) has a standardized total effect value
of 0.35 and t-values greater than 1.96,
which is 4.50. So that the second
hypothesis (H2), brand trust (X2) has a
positive and significant effect on
repurchase intention (Y), is accepted.
This is supported by research conducted
by (Goh et al., 2016; Navarone &
Evanita, 2019; Subawa, 2020), which
states that brand trust (X2) has a
positive and significant effect on
repurchase intention (Y).
The relationship of the electronic service
quality (X1) variable to customer
satisfaction (Z) has a standardized total
effect value of 0.29 and t-values greater
than 1.96, which is 3.82. So that the third
hypothesis (H3), electronic service
quality (X1), which has a positive and
significant effect on customer
satisfaction (Z), is accepted. This is
supported by research conducted by
(Juwitasary et al., 2020; Pradnyadewi &
Giantari, 2022; Ulum & Muchtar, 2018),
which states that electronic service
quality (X1) has a positive and significant
effect on customer satisfaction (Z).
The relationship of the brand trust
variable (X2) to customer satisfaction (Z)
has a standardized total effect value of
0.34 and t-values greater than 1.96,
which is 4.31. So that the fourth
hypothesis (H4), brand trust (X1) has a
positive and significant effect on
customer satisfaction (Z), is accepted.
This is supported by research conducted
by (Japarianto & Agatha, 2020;
Navarone & Evanita, 2019; Putri et al.,
2018), which states that brand trust (X2)
has a positive and significant effect on
customer satisfaction (Z).
The relationship between customer
satisfaction (Z) variables and
repurchase intention (Y) has a
standardized total effect value of 0.16
and t-values greater than 1.96, which is
2.07. So that the fifth hypothesis (H5),
customer satisfaction (X1) has a positive
and significant effect on repurchase
intention (Y), is accepted. This is
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
51
supported by research conducted by
(Devi & Sugiharto, 2017; Sari, 2020;
Wiradarma & Respati, 2020), which
state that customer satisfaction (Y) has
a positive and significant effect on
repurchase intention (Z).
The relationship between the electronic
service quality (X1) variable and
repurchase intention (Y) through
customer satisfaction (Z) has a
standardized total effect value of 0.22,
and the t-values are smaller than 1.96,
which is 2.24. So that the sixth
hypothesis (H6), electronic service
quality (X1) has a positive and significant
effect on repurchase intention (Y)
through customer satisfaction (Z), is
accepted. This follows research
conducted by (Jayaputra & Kempa,
2022; Kurniawan & Remiasa, 2022;
Rainy, 2019) which state that electronic
service quality significantly affects
repurchase intention, which is
intervened by customer satisfaction.
The relationship of the brand trust
variable (X2) to repurchase intention (Y)
through customer satisfaction (Z) has a
standardized total effect value of 0.16,
and the t-values are smaller than 1.96,
which is 2.11. So that the seventh
hypothesis (H7) of brand trust (X2) has
a positive and significant effect on
repurchase intention (Y) through
customer satisfaction (Z) is accepted.
This follows research conducted by
(Jayaputra & Kempa, 2022; Sumara &
Salim, 2020; Utami, 2017), which state
that brand trust has a significant positive
effect on repurchase intention
intervening by customer satisfaction..
Implications to Management. Regarding
the electronic service quality variable,
there is the highest negative response of
3.27% related to some users who feel
that Halodoc customer service does not
respond to user complaints responsively,
for that Halodoc needs to do training for
customer service because it has a big
responsibility as a representative of the
company as a frontline. The company
can inform the time distribution that will
be responded to by customer service.
Suppose customer service cannot serve
complaints 24 hours. In that case,
Halodoc announces the right time
distribution so that users do not feel
neglected by Halodoc customer service.
Halodoc can take advantage of other
communication platforms such as
Telegram, social direct message media,
or Chatbot as another communication
platform because, until now, Halodoc
only uses the Halodoc call center and
email to respond to consumer complaints.
Regarding the brand trust variable, there
is the highest negative response of
3.27% related to being less open to
criticism from customers to improve
service quality, such as the previous
Halodoc deficiency on electronic service
quality that the lack of response from
Halodoc customer service, then less
open to criticism from customers for
improved service quality can reduce the
brand trust of Halodoc users, for that
Halodoc needs to increase a sense of
openness to criticism and suggestions
given by users to Halodoc, Halodoc can
provide personal attention to its users so
that users feel that their complaints and
suggestions are heard such as
increasing friendliness and providing
solutions and feedback to consumers so
that the relationship between Halodoc
and users is good and can lead to more
brand trust in the company.
Academic Implications. It is hoped that
further research can add a larger number
of samples because, in this study, the
number of pieces used was only 245.
After all, the other 37 respondents did not
meet the criteria set and were certainly
not enough to show the actual situation
in the Halodoc application.
It is hoped that further research can
examine other variables that have not
been studied or that are not included in
the study but with the same object to
explore the possibility of other variables
influencing repurchase intention because
it needs to be realized that the results of
this study are not absolute and lasting,
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
52
because the essence of research, will be
adaptive to the development of time,
space and time.
CONCLUSION
The first hypothesis states that
“electronic service quality positively and
significantly affects repurchase intention”
is accepted. Through the results of this
study, telemedicine application needs to
build the quality of their electronic
services properly to lead to customer
intentions from telemedicine application
service users. The second hypothesis
states that “brand trust has a positive and
significant effect on repurchase intention”
is accepted. Through the results of this
study, building and maintaining the trust
of a brand is very important because it
directly impacts repurchase intention.
Products or services provided by
telemedicine applications. The third
hypothesis states that “electronic service
quality has a positive and significant
effect on customer satisfaction” is
accepted. Through the results of this
study, the electronic influence of service
quality that affects user satisfaction can
be caused by the user’s experience using
telemedicine applications in conducting
transactions so far so that users can
directly feel satisfied every time they
purchase telemedicine applications. The
fourth hypothesis states that “brand trust
has a positive and significant effect on
customer satisfaction,” is accepted.
Through the results of this study, a
company’s brand trust is formed that will
create a sense of comfort in consumers.
In this case, it proves that telemedicine
application brand trust can increase
customer satisfaction. Consumers will
tend to feel more comfortable with a
trusted brand or brand than choosing
products or services from other brands.
The fifth hypothesis states that “customer
satisfaction has a positive and significant
effect on repurchase intention,” is
accepted. Through the results of this
study, if telemedicine application users
have high repurchase intentions on the
telemedicine application because users
are satisfied with telemedicine
application products and services, this is
based on a pleasant experience when
transacting using the telemedicine
application, the more satisfied customers
are, the higher the repurchase intention.
The sixth hypothesis, which states that
“electronic service quality has a positive
and significant effect on repurchase
intention through customer satisfaction,”
is accepted. Through the results of this
study, electronic service quality and
customer satisfaction positively influence
the interest of telemedicine application
users to make repeat purchases on the
telemedicine application with partial
mediation. The user will consider
previous purchase experiences when
making future purchase decisions. Once
consumers are satisfied with their past
purchases, they can choose a
telemedicine application product or
service. The seventh hypothesis shows
that “brand trust positively and
significantly impacts repurchase intent
through customer satisfaction” is
accepted with partial mediation.
According to the survey results, if a
customer has a good experience, they
rarely need to consider using the service
again. Therefore, a good customer
experience shows that the telemedicine
application has instilled brand trust in its
users. If the telemedicine application
provides the same brand of trust that
users need, they will be happy and make
repeated purchases with the
telemedicine application.
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APPENDIX
Respondent Profile
Gender
Frequency
Percent
Cumulative
Percent
Female
120
70.2
70.2
Male
80
29.8
100.0
Total
245
100.00
Age
Frequency
Percent
Cumulative
Percent
Female
147
60.0
60.0
Male
46
18.78
78.78
22
8.98
87.76
30
12.24
100.0
Total
245
100.00
Transactions on telemedicine application Health Applications in 1 Year
Frequency
Percent
Cumulative
Percent
1-3 x
188
76.73
76.73
4-6 x
49
20.00
96.73
>6 x
8
3.27
100.00
Total
245
100.00
Jurnal Dinamika Manajemen dan Bisnis Vol. 5 No. 2 September, 2022
56
Domicile
Frequecy
Percent
Cumulative
Percent
Jakarta Pusat
20
8.16
8.16
Jakarta Barat
22
8.98
17.14
Jakarta Selatan
30
12.24
29.38
Jakarta Timur
46
18.78
48.16
Jakarta Utara
55
22.45
70.61
Bogor
10
4.08
74.69
Depok
11
4.49
79.18
Tanggerang
19
7.76
86.94
Bekasi
32
13.06
100.00
Total
245
100.00
