Pengaruh E-Service Quality dan E-Trust terhadap Continuance Intention melalui E-Satisfaction sebagai Variabel Mediasi (Studi pada Aplikasi Access By KAI)
DOI:
https://doi.org/10.26740/jim.v12n3.p554-568Kata Kunci:
continuance intention; e-satisfaction; e-service quality; e-trust., continuance intention, e-satisfaction, e-service quality, e-trustAbstrak
PT Kereta Api Indonesia has developed a new application for ordering and booking train tickets from KAI Access to Access by KAI, but the ratings and reviews show very low scores. The aim of this research is to discuss and analyze the influence of e-service quality and e-trust on continuance intention through e-satisfaction as a mediating variable in the Access by KAI application. This research is quantitative in nature and uses path analysis statistics by taking a sample of 200 respondents using a non-probability sampling approach with purposive sampling. The study's findings indicate that e-satisfaction is significantly impacted by e-service quality and e-trust. Additionally, continuance intention is significantly influenced by e-service quality and e-satisfaction, but not by e-trust. In addition, e-satisfaction mediates the relationship between e-service quality and e-trust on continuance intention.
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