Handayani, Sri Linda (2025) Pengaruh E-Service Quality, E-Trust, Dan E-Customer Satisfaction Terhadap E-Customer Loyalty Pada Penggunaan Aplikasi Halodoc (Studi Pengguna Aplikasi Halodoc Di Kota Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The competition of the digital health industry to maintain and establish long-term relationships with customers, especially the Halodoc application, is the reason for this study. The purpose of this study is to analyze the effect of e-service quality, e-trust, and e-customer satisfaction on e-customer loyalty in Halodoc application users. This study is based on competition between the digital health industry to maintain and establish long-term relationships with customers. The research method used is a quantitative approach with an associative research type. Data were collected through questionnaires distributed to 100 respondents who were Halodoc application users. The data analysis technique used was multiple linear regression with the help of the SPSS program. The results of the analysis show that simultaneously and partially, the three independent variables, namely e-service quality, e-trust, and e-customer satisfaction, have a positive and significant effect on e-customer loyalty. This study concludes that to maintain and encourage customer loyalty, companies need to focus on optimizing service quality, maintaining trust consistently, and increasing high customer satisfaction in order to maintain customer loyalty. Keywords: E-Service Quality, E-Trust, E-Customer Satisfaction, E-Customer Loyalty, Halodoc
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HC Economics | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | sri linda handayani | ||||||||
| Date Deposited: | 26 May 2025 07:26 | ||||||||
| Last Modified: | 10 Jun 2025 02:49 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/36528 |
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