PENGARUH PERCEIVED PLATFORM QUALITY DAN PERCEIVED INTERACTION QUALITY TERHADAP CONTINUANCE INTENTION MELALUI COSTUMER DELIGHT PADA PENGGUNA APLIKASI TELEMEDICINE DI INDONESIA

    Nina Nuraini, - and Ratih Hurriyati, - and Lisnawati, - (2025) PENGARUH PERCEIVED PLATFORM QUALITY DAN PERCEIVED INTERACTION QUALITY TERHADAP CONTINUANCE INTENTION MELALUI COSTUMER DELIGHT PADA PENGGUNA APLIKASI TELEMEDICINE DI INDONESIA. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Penelitian ini bertujuan untuk memperoleh gambaran dan pengaruh perceived platform quality dan perceived interaction quality terhadap continuance intention melalui customer delight pada pengguna aplikasi telemedicine di Indonesia. Jenis penelitian yang digunakan adalah deskriptif dan verifikatif. Dengan pendekatan kuantitatif populasi dalam penelitian ini berjumlah 1.932.000 dengan sampel berjumlah 349 responden yang merupakan followers Instagram Halodoc dan Alodokter dengan menggunakan teknik simple random sampling. Data diolah secara statistik dengan metode Structural Equation Modeling (SEM). Hasil temuan pada penelitian ini menemukan bahwa gambaran perceived platform quality, perceived interaction quality, continuance intention, dan customer delight berada di kategori tinggi. perceived platform quality dan perceived interaction quality memiliki pengaruh positif dan signifikan terhadap continuance intention melalui customer delight. Temuan ini menunjukan bahwa perceived platform quality dan perceived interaction quality dapat menciptakan customer delight yang pada akhirnya membentuk continuance intention pada pengguna aplikasi telemedicine di Indonesia. Hasil penelitian ini diharapkan dapat memberikan wawasan lebih mendalam pada bidang pemasaran mengenai pentingnya penerapan perceived platform quality dan perceived interaction quality untuk menciptakan customer delight yang positif sehingga dapat meningkatkan continuance intention. This study aims to obtain an overview and influence of perceived platform quality and perceived interaction quality on continuance intention through customer delight in telemedicine application users in Indonesia. The type of research used is descriptive and verification. With a quantitative approach, the population in this study amounted to 1.932.000 with a sample of 349 respondents who were Instagram followers of Halodoc and Alodokter using simple random sampling technique. The data is processed statistically using the Structural Equation Modeling (SEM) method. The findings of this study found that the description of perceived platform quality, perceived interaction quality, continuance intention, and customer delight is in the high category. Perceived platform quality and perceived interaction quality has a positive and significant influence on continuance intention through customer. These findings indicate that perceived platform quality and perceived interaction quality can create customer delight which in turn forms continuance intention in telemedicine application users in Indonesia. The results of this study are expected to provide deeper insights into the marketing field regarding the importance of implementing perceived platform quality and perceived interaction quality to create positive customer delight so as to increase continuance intention.

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    Official URL: https://repository.upi.edu/
    Item Type: Thesis (S1)
    Additional Information: https://scholar.google.com/citations?view_op=list_works&hl=en&user=59tkS6IAAAAJ ID SINTA Dosen Pembimbing: Ratih Hurriyati: 5984336 Lisnawati: 5986471
    Uncontrolled Keywords: Perceived Platform Quality, Perceived Interaction Quality, Continuance Intention, Customer Delight Perceived Platform Quality, Perceived Interaction Quality, Continuance Intention, Customer Delight
    Subjects: H Social Sciences > HD Industries. Land use. Labor
    H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    L Education > L Education (General)
    Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Bisnis
    Depositing User: Nina Nuraini
    Date Deposited: 10 Nov 2025 07:49
    Last Modified: 10 Nov 2025 07:49
    URI: http://repository.upi.edu/id/eprint/145163

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