The Effect of Service Quality on Customer Trust With Customer Satisfaction As Intervening Variables in Home Care Health Service RawatDiRumah.Com

Q3 Economics, Econometrics and Finance

World Review of Entrepreneurship, Management and Sustainable Development Pub Date : 2023-10-20 DOI:10.37715/rme.v7i2.3238

Edward Nurzali, Helena Sidharta

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引用次数: 0

Abstract

RawatDiRumah.com is a home care health service that is expected to make it easier for people to get medical services at home to reduce the risk of making contact with the diseases that may occur if they are treated at the hospital. Seeing the fairly high competition between home care health services, RawatDiRumah.com needs to pay attention to service quality which will affect customer satisfaction and customer trust. The purpose of this research is to determine the effect of service quality on customer trust through customer satisfaction as a mediating variable. The population of this research is all customers who have used the RawatDiRumah.com home care service at least 2 times from June - December 2021. The sample used in this research was 86 respondents who were determined by the saturated sample method. The model used by the researcher is a statistical analysis of Structural Equation Modeling (SEM) and analyzed using Partial Least Square (PLS). The results of this study indicate that there is a positive and significant influence between service quality and customer satisfaction, customer satisfaction and customer trust, service quality and customer trust, and customer satisfaction acts as a mediating variable in the relationship between service quality and customer trust. of home care health service RawatDiRumah.com. Keywords: home care; service quality; customer satisfaction; customer trust

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服务品质对家庭照护健康服务顾客信任的影响，以顾客满意为中介变量[j]

RawatDiRumah.com是一个家庭护理保健服务网站，旨在使人们更容易在家中获得医疗服务，以减少在医院接受治疗时可能感染疾病的风险。鉴于居家保健服务之间的竞争相当激烈，RawatDiRumah.com需要注意服务质量，这将影响客户满意度和客户信任。本研究的目的是通过顾客满意作为中介变量来确定服务质量对顾客信任的影响。本研究的人群是所有在2021年6月至12月期间使用过RawatDiRumah.com居家护理服务至少2次的客户。本研究使用的样本为86名受访者，由饱和样本法确定。研究人员使用的模型是结构方程模型(SEM)的统计分析，并使用偏最小二乘法(PLS)进行分析。本研究结果表明:服务质量与顾客满意、顾客满意与顾客信任、服务质量与顾客信任存在显著的正向影响，顾客满意在服务质量与顾客信任的关系中起中介作用。家庭护理保健服务RawatDiRumah.com. 关键词:家庭护理;服务质量;客户满意度;消费者的信任

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

World Review of Entrepreneurship, Management and Sustainable Development Economics, Econometrics and Finance-Economics and Econometrics

CiteScore

1.60

自引率

0.00%

发文量

期刊介绍： WREMSD is a multidisciplinary refereed journal on issues that will be central to management and sustainable development around the world. The general theme of WREMSD has been very carefully chosen to include business and entrepreneurship management and the challenges these represent in terms of global competitiveness and sustainable development. To achieve competitiveness in business and management, individuals and institutions need essential knowledge on a broad spectrum of concepts and issues that affect business around the world.