Pengaruh E-Service Quality dan E-Trust terhadap Continuance Intention melalui E-Satisfaction sebagai variabel mediasi (Studi pada pengguna aplikasi MyPertamina)
DOI:
https://doi.org/10.26740/jim.v14n1.p266-277Kata Kunci:
E-Service Quality, E-Trust, E-Satisfaction, Continuance Intention, MyPertaminaAbstrak
Penelitian ini bertujuan untuk menganalisis pengaruh E-Service Quality dan E-Trust terhadap Continuance Intention melalui E-Satisfaction pada pengguna aplikasi MyPertamina. Latar belakang penelitian ini didasari oleh fenomena meningkatnya penggunaan aplikasi digital layanan publik yang belum sepenuhnya diiringi dengan niat keberlanjutan dari penggunanya. Penelitian ini dilakukan dengan pendekatan kuantitatif dan melibatkan 220 responden pengguna aktif aplikasi MyPertamina yang diperoleh menggunakan teknik purposive sampling. Pengolahan dan analisis data dilakukan dengan menggunakan metode Structural Equation Modeling Partial Least Square (SEM-PLS) melalui software SmartPLS 3.0.
Hasil penelitian menunjukkan bahwa E-Service Quality dan E-Trust memiliki pengaruh terhadap Continuance Intention. E-Service Quality juga memiliki pengaruh terhadap E-Satisfaction, sedangkan E-Trust tidak memiliki pengaruh terhadap E-Satisfaction. Selain itu, E-Satisfaction tidak berpengaruh terhadap Continuance Intention. Temuan ini menunjukkan bahwa kualitas layanan dan kepercayaan pengguna terhadap aplikasi lebih dominan dalam membentuk niat untuk terus menggunakan aplikasi dibandingkan dengan sekadar kepuasan pengguna. Oleh karena itu, pengelola aplikasi MyPertamina disarankan untuk terus meningkatkan kualitas layanan dan membangun rasa percaya pengguna agar dapat menciptakan loyalitas serta penggunaan aplikasi secara berkelanjutan.
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