E-service quality in m-Health applications: The moderating effect of gender and domicile area

Abstract

This study aims to investigate the effect of e-service quality (ESQ) in m-Health application on loyalty (LOY), focusing on the mediating customer satisfaction (SAT) and the moderating role of gender and domicile area on user loyalty. The study used quantitative research and the population of this study was m-Health application users with 260 respondents using the purposive sampling method. The analysis method used is PROCESS Macro Mediated Moderation Model 14 by SPSS 29. The results indicate that e-service quality positively and significantly affects user loyalty. Additionally, e-service quality has a positive and significant impact on consumer satisfaction and also the quality of consumer satisfaction has a positive and significant impact on loyalty. The study also found that customer satisfaction mediates the relationship of e-service quality on user loyalty. However, the demographic variables, gender, and domicile area were found have no impact on the relationship between consumer satisfaction and loyalty.