The Influence of Functionality, E-WOM, and Interactive Features on User Loyalty Mediated by Trust Levels in The “Tentang Anak” Application

Leticia Maria; Herry  Winoto; Fushen Fushen

doi:10.54408/jabter.v5i3.535

Authors

Leticia Maria Master of Hospital Management, Faculty of Economics and Business, Universitas Kristen Krida Wacana
Herry Winoto Master of Management, Faculty of Economics and Business, Universitas Kristen Krida Wacana
Fushen Master of Management, Faculty of Economics and Business, Universitas Kristen Krida Wacana

DOI:

https://doi.org/10.54408/jabter.v5i3.535

Keywords:

Functionality, E-WOM, Interactive Features, Trust, User Loyality, Health Application

Abstract

This study analyzes the influence of functionality, electronic word of mouth (E-WOM), and interactive features on user loyalty mediated by trust in the 'Tentang Anak' application. A quantitative approach using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method was applied to 125 respondents. The results show that functionality and E-WOM have a significant effect on loyalty, while interactive features have a positive effect on trust. Trust also acts as a partial mediator between interactive features and user loyalty. These findings emphasize the importance of trust in increasing user loyalty to digital health applications.

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