The Effect of Perceived Usefulness and Perceived Ease of use on Repurchase Intention through the Mediating Variable of Customer Satisfaction in Halodoc Health Application Users

Abstract

This research investigates the impact of perceived usefulness and perceived ease of use on repurchase intentions through the lens of customer satisfaction as a mediating variable within the realm of the Halodoc Health Application. Employing Partial Least Square Structural Equation Modeling (PLS-SEM) on a cohort of 392 users of Halodoc, the findings reveal that perceived ease of use significantly enhances both customer satisfaction and the intention to repurchase. Contrarily, perceived usefulness initially presents a direct negative influence on repurchase intentions. However, this influence shifts to a positive trajectory when customer satisfaction intervenes as a mediator. Customer fulfillment effectively serves as a complete mediating variable for the link between perceived usefulness and the desire to repurchase, and it also partially mediates the link between perceived ease of use and repurchase intention. This research emphasizes the significance of prioritizing ease of use and customer satisfaction when crafting digital health applications to bolster user fidelity.