Factor analysis of online repurchase intention on telemedicine services
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Aug 2, 2023
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Abstract
Massive development that currently happen in digital world may affects various industrial sectors, including the health industry with its application of telemedice services. Through this phenomenon, this research has purpose to analyze the factors which could affecting online repurchase intention in one of the telemedicine services in Indonesia, namely Halodoc. The research method used is quantitative-causality through 200 respondents which taken by snowball method and then analyzed through PLS-SEM modeling. Research findings show the direct influence of e-service quality and e-recovery in increasing e-loyalty and online repurchase intention, moreover e-loyalty also found to have direct and indirect effect in boosting online repurchase intention.
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How to Cite
Prasetyo, J. H., Winarti, C. E., Cahaya, Y. F., & Markonah, M. (2023). Factor analysis of online repurchase intention on telemedicine services. Enrichment : Journal of Management, 13(3), 1893-1902. https://doi.org/10.35335/enrichment.v13i3.1548
References
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Hair, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101–110. https://doi.org/10.1016/j.jbusres.2019.11.069
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Marini, J., Suharno, S., & Wasil, M. (2018). Pengaruh brand equity dan consumer loyalty terhadap repurchase intention. Jurnal Ilmu Manajemen Mulawarman, 3(3).
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Sarstedt, M., Hair, J. F., Nitzl, C., Ringle, C. M., & Howard, M. C. (2020). Beyond a tandem analysis of SEM and PROCESS: Use of PLS-SEM for mediation analyses! International Journal of Market Research, 62(3), 288–299. https://doi.org/10.1177/1470785320915686
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Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453–463. https://doi.org/10.1016/j.ijinfomgt.2013.02.003
Vallen, P. U., & Antonio, F. (2022). Antecedents of E-Loyalty and its Impact to Online Repurchase Intention. Jurnal Manajemen Bisnis, 9(1), 183–195.
Annur, C. M. (2022, April 7). Layanan Telemedicine yang Paling Banyak Digunakan di Indonesia, Apa Saja? Katadata. https://databoks.katadata.co.id/datapublish/2022/04/07/layanan-telemedicine-yang-paling-banyak-digunakan-di-indonesia-apa-saja
Badan Penelitian dan Pengembangan Kesehatan Kementerian Kesehatan RI. (2020). Rencana aksi program 2020-2024. Kementerian Kesehatan Republik Indonesia. https://e-renggar.kemkes.go.id/file_performance/1-416151-01-3tahunan-835.pdf
Dewi, P. P., & Sudarwanto, T. (2022). Pengaruh E-Recovery Service Quality Terhadap Repurchase Intention Dengan E-Customer Satisfaction Sebagai Variabel Intervening. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 11(08), 989. https://doi.org/10.24843/eeb.2022.v11.i08.p12
Dihni, V. A. (2022, August 10). Survei: Mayoritas Publik Belum Pernah Gunakan Internet untuk Akses Layanan Kesehatan. Katadata. https://databoks.katadata.co.id/datapublish/2022/08/10/survei-mayoritas-publik-belum-pernah-gunakan-internet-untuk-akses-layanan-kesehatan
Durmuş, B., Ulusu, Y., & Erdem, Ş. (2013). Which Dimensions Affect Private Shopping e-customer Loyalty? Procedia - Social and Behavioral Sciences, 99, 420–427. https://doi.org/10.1016/j.sbspro.2013.10.510
Ghozali, I. (2014). Structural Equation Modeling, Alternative Method with Partial Least Square (PLS). Badan Penerbit Universitas Diponegoro.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2018). Multivariate data analysis (8th ed.). Cengage Learning.
Hair, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101–110. https://doi.org/10.1016/j.jbusres.2019.11.069
Halodoc. (2023). Media Informasi. Halodoc. https://www.halodoc.com/media
Jayaputra, R., & Kempa, S. (2022). Pengaruh E-Service Quality dan E-Trust terhadap Repurchase Intention Melalui E-Customer Satisfaction pada Pengguna Shopee Food. Agora, 10(1).
Junardi, & Komara, A. T. (2013). Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E-Satisifaction Serta Implikasinya Pada E-Loyalty Pelanggan Maskapai Penerbangan Air Asia. Jurnal Ekonomi, Bisnis & Entrepreneurship, 7(2), 109. http://jurnal.stiepas.ac.id/index.php/jebe/article/view/100
Junardi, & Sari, M. (2019). Analisis Pengaruh E-Service Quality Terhadap E-Loyalty Melalui E-Satisfaction Pelanggan Jd.Id Di Pontianak. Jurnal Ekonomi Dan Bisnis, 2(1), 44–53.
Khan, G. F., Sarstedt, M., Shiau, W. L., Hair, J. F., Ringle, C. M., & Fritze, M. P. (2019). Methodological research on partial least squares structural equation modeling (PLS-SEM): An analysis based on social network approaches. Internet Research, 29(3), 407–429. https://doi.org/10.1108/IntR-12-2017-0509
Khan, I., Hollebeek, L. D., Fatma, M., Islam, J. U., & Rahman, Z. (2020). Brand engagement and experience in online services. Journal of Services Marketing, 34(2), 163–175. https://doi.org/10.1108/JSM-03-2019-0106
Kotler, P., & Keller, K. L. (2018). Marketing Management. In Prentice Hall (14th ed.). Pearson Education, Inc. https://doi.org/10.4324/9781315099200-17
Leite, H., Hodgkinson, I. R., & Gruber, T. (2020). New development: ‘Healing at a distance’—telemedicine and COVID-19. Public Money and Management, 40(6), 483–485. https://doi.org/10.1080/09540962.2020.1748855
Listiyana, Alvin, R., & Qomariah, N. (2022). Pengaruh E-Service Quality Terhadap Online Repurchase Intention dengan E-Trust Sebagai Mediator pada Pengguna Tokopedia (Studi pada Follower Instagram Tokopedia). Jurnal Multidisiplin Madani, 2(4), 2007–2028. https://doi.org/10.55927/mudima.v2i4.300
Marimon, F., Petnji Yaya, L. H., & Casadesus Fa, M. (2012). Impact of e-Quality and service recovery on loyalty: A study of e-banking in Spain. Total Quality Management and Business Excellence, 23(7–8), 769–787. https://doi.org/10.1080/14783363.2011.637795
Marini, J., Suharno, S., & Wasil, M. (2018). Pengaruh brand equity dan consumer loyalty terhadap repurchase intention. Jurnal Ilmu Manajemen Mulawarman, 3(3).
Prasetyo, J. H., & Ariawan, J. (2021). Exact Strategies to Increase Indonesian’s Millenial Customer Loyalty towards Digital Banking Product. Enrichment: Journal of Management, 12(2), 1558–1565. https://enrichment.iocspublisher.org/index.php/enrichment/article/view/428/322
Prasetyo, J. H., Prakoso, B. S., Wiharso, G., & Fabrianto, L. (2021). E-commerce: The importance role of customer perceived value in increasing online repurchase intention. Dinasti International Journal of Digital Business Management, 2(6), 955–962. https://doi.org/10.31933/DIJDBM.V2I6.954
Prasetyo, N. L. (2019). Pengaruh E-Service Quality Dan E-Recovery Terhadap E-Loyalty Dan Dampaknya Pada Online Repurchase Intention (Vol. 53, Issue 9). Universitas Islam Negeri Syarif Hidayatullah.
Pusparisa, Y. (2019, December 10). Ini Aplikasi Kesehatan Andalan Kaum Urban. Katadata. https://databoks.katadata.co.id/datapublish/2019/12/10/ini-aplikasi-kesehatan-andalan-kaum-urban
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Sarstedt, M., Hair, J. F., Nitzl, C., Ringle, C. M., & Howard, M. C. (2020). Beyond a tandem analysis of SEM and PROCESS: Use of PLS-SEM for mediation analyses! International Journal of Market Research, 62(3), 288–299. https://doi.org/10.1177/1470785320915686
Sehati.co. (2021). Sejarah Telemedika dan Perkembangannya di Masa Pandemi Covid-19. Sehati Group. https://blog.sehati.co/2021/07/sejarah-telemedika/
Shafiee, M. M., & Bazargan, N. A. (2018). Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery. Journal of Theoretical and Applied Electronic Commerce Research, 13(1), 26–38. https://doi.org/10.4067/S0718-18762018000100103
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453–463. https://doi.org/10.1016/j.ijinfomgt.2013.02.003
Vallen, P. U., & Antonio, F. (2022). Antecedents of E-Loyalty and its Impact to Online Repurchase Intention. Jurnal Manajemen Bisnis, 9(1), 183–195.