Pengaruh E-Service Quality dan E-Trust terhadap Continuance Intention melalui E-Satisfaction sebagai Variabel Mediasi (Studi pada Aplikasi Access by KAI)

The Influence of E-Service Quality and E-Trust on Continuance Intention through E-Satisfaction as a Mediating Variable (Study on the Access by KAI Application)

PT Kereta Api Indonesia telah mengembangkan perubahan aplikasi terbaru pemesanan dan booking tiket kereta api dari KAI Access menjadi Access by KAI namun rating dan ulasan aplikasi menunjukan nilai yang sangat rendah. Tujuan dari penelitian ini adalah untuk membahas dan menganalisis pengaruh e-service quality dan e-trust terhadap continuance intention melalui e-satisfaction sebagai variabel mediasi pada aplikasi Access by KAI. Penelitian ini bersifat kuantitatif dan menggunakan statistik path analysis dengan mengambil sampel sebanyak 200 responden dengan menggunakan pendekatan non-probability sampling dengan purposive sampling. Temuan penelitian ini menunjukkan bahwa e-satisfaction dipengaruhi secara signifikan oleh e-service quality dan e-trust. Selain itu, continuance intention secara signifikan dipengaruhi oleh e-service quality dan e-satisfaction, namun tidak oleh e-trust. Selain itu, e-satisfaction memediasi hubungan antara e-service quality dan e-trust terhadap continuance intention.

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.