Pengaruh Empati dan Kepercayaan Terhadap Kepuasan Pelayanan Pada Platform Halodoc
DOI:
https://doi.org/10.61412/jnsi.v5i1.283Keywords:
empati, halodoc, kepercayaan, kepuasan pelayanan, platformAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh Empati dan Kepercayaan terhadap Kepuasan Pelayanan pada platform Halodoc di Kota Semarang. Pendekatan kuantitatif digunakan dengan data primer dari kuesioner daring berbasis skala Likert lima poin kepada 100 pengguna aktif yang telah melakukan konsultasi lebih dari satu kali dalam enam bulan terakhir, dipilih melalui purposive sampling. Data dianalisis menggunakan regresi linear berganda dengan uji validitas, reliabilitas, asumsi klasik, uji t, uji F, dan koefisien determinasi. Hasil penelitian menunjukkan bahwa baik Empati maupun Kepercayaan berpengaruh positif dan signifikan terhadap Kepuasan Pelayanan. Temuan ini mengindikasikan bahwa peningkatan empati, khususnya dalam memahami kebutuhan spesifik pelanggan, serta peningkatan kepercayaan, terutama dalam menjaga hubungan dengan konsumen, dapat memaksimalkan kepuasan pengguna. Indikator kepuasan pelayanan dengan nilai terendah, yaitu kesesuaian harapan, perlu ditingkatkan melalui layanan yang sesuai ekspektasi pengguna. Keterbatasan penelitian ini meliputi jumlah responden yang relatif sedikit dan dominasi responden dengan lama penggunaan <1 tahun. Penelitian selanjutnya disarankan menambahkan variabel lain dan menggunakan metode wawancara untuk meningkatkan akurasi data.
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