The Effect of Usability, Information Quality, and Service Interaction on e-loyalty Mediated by e-satisfaction on Hallobumil Application Users Indria Sari (a), Hery Winoto Tj (a*), Fushen (a), Soegeng Wahyoedi (a), Melitina Tecoalu (a)
(a) Faculty of Economic and Business, Krida Wacana Christian University, Indonesia
*hery.winoto[at]ukrida.ac.id
Abstract
The Industrial Revolution 4.0 which was followed by an increase in internet use resulted in disruption in various fields including health. Applications around pregnancy and child development such as Hallobumil are one of the growing health industries in many countries. This research aims to examine the effect of usability, information quality, and service interaction on e-loyalty mediated by e-satisfaction on Hallobumil application users. The research sample consisted of 460 users of the Hallobumil application. The data were obtained through an online questionnaire with the link attached to the Hallobumil application for 1 week, from respondents who were determined by the purposive sampling method. The analysis technique used in this study is the Structural Equation Model (SEM) using the SmartPLS 3.0 software. This study shows that usability, information quality, and service interaction on the Hallobumil application has a positive effect on user e-satisfaction. Meanwhile, usability and information quality variables do not have a direct effect on e-loyalty, but have a positive effect after being mediated by e-satisfaction. The service interaction variable has an effect on e-loyalty both directly and mediated by e-satisfaction.
Keywords: Usability, Information Quality, Service Interaction, E-Satisfaction, E-Loyalty
