Analyzing the determinant of intention to use digital platform application: a moderated mediation model

Sri Astuti Pratminingsih(1*), Nabila Ghina Utami(2),

(1) Department of Management, Faculty of Economy and Business, Widyatama University, Bandung, Indonesia
(2) Department of Management, Faculty of Economy and Business, Widyatama University, Bandung, Indonesia
(*) Corresponding Author


The purpose of this study is to analyse and examine the factors that determine customer intention to use Halodoc, a digital platform application in health sector. This study employs e-service quality as one of the antecedents of customer intention, and attempts to examine the mediating role of perceived value. In addition, this study also uses perceived usefulness variable as moderating variable. The respondents of this study are 210 users of Halodoc application, who are chosen using purposive sampling technique. The data is analysed with conditional process analysis using SPSS Macro-PROCESS. This study contribute to several findings: (1) E-service quality has a positive influence on intention to use; (2) E-service quality has a positive influence on perceived value; (3) Perceived value has a positive influence on intention to use; (4) Perceived value mediates the influence of e-service quality on intention to use; (5) Perceived usefulness positively moderates the influence of perceived value on intention to use; and (6) Perceived usefulness positively moderates the indirect influence of e-service quality on intention to use through perceived value. This study also provides contribution to the literature and the business practice.


e-service quality, perceived value, perceived usefulness, intention to use

Full Text:



Ahmad, S., Bhatti, S. H., & Hwang, Y. (2020). E-service quality and actual use of e-banking: Explanation through the Technology Acceptance Model. Information Development, 36(4), 503-519.

Al-Ansi, A., Olya, H. G., & Han, H. (2019). Effect of general risk on trust, satisfaction, and recommendation intention for halal food. International Journal of Hospitality Management, 83, 210-219.

Apriyanti, R., & Srimulyo, K. (2019). Analysis of quality dimension of e-theses repository services toward electronic user satisfaction: Explanative study of e-servqual influence at library centre of UIN maulana malik Ibrahim Malang. Journal of Advanced Research in Dynamical and Control Systems, 11(5 Special Issue), 1313-1320.

Arghashi, V., & Yuksel, C. A. (2022). Interactivity, Inspiration, and Perceived Usefulness! How retailers’ AR-apps improve consumer engagement through flow. Journal of Retailing and Consumer Services, 64, 102756. doi: 10.1016/j.jretconser.2021.102756.

Baber, H. (2019a). E-Servqual and Its Impact on the Performance of Islamic Banks in Malaysia from the Customer's Perspective. The Journal of Asian Finance, Economics and Business, 6(1), 169-175. doi: 10.13106/jafeb.2019.

Baber, H. (2019). Relevance of e-SERVQUAL for determining the quality of FinTech services. International Journal of Electronic Finance, 9(4), 257-267. doi: 10.1504/IJEF.2019. 104070.

Cao, M., Zhang, Q., & Seydel, J. (2005). B2C e‐commerce web site quality: an empirical examination. Industrial management & data systems, 105(5), 645-661. doi: 10.1108/026355705 10600000

Chen, C. C., Hsiao, K. L., & Wu, S. J. (2018). Purchase intention in social commerce: An empirical examination of perceived value and social awareness. Library Hi Tech, 36(4), 583–604. doi: 10.1108/LHT-01-2018-0007.

Choi, C., Greenwell, T. C., & Lee, K. (2018). Effects of service quality, perceived value, and consumer satisfaction on behavioral intentions in virtual golf. Journal of Physical Education and Sport, 18(3), 1459-1468.

Demir, A., Maroof, L., Khan, N. U. S., & Ali, B. J. (2020). The role of E-service quality in shaping online meeting platforms: a case study from higher education sector. Journal of Applied Research in Higher Education, 13(5), 1436–1463. doi: 10.1108/JARHE-08-2020-0253.

Fu, Y., Liu, X., Wang, Y., & Chao, R. F. (2018). How experiential consumption moderates the effects of souvenir authenticity on behavioral intention through perceived value. Tourism Management, 69, 356-367. doi: 10.1016/j.tourman.2018.06.023.

Ghozali, I. (2016). Structural Equation Model Concepts and Applications with 24 AMOS Program. Update Bayesian SEM.

Grover, P., Kar, A. K., Janssen, M., & Ilavarasan, P. V. (2019). Perceived usefulness, ease of use and user acceptance of blockchain technology for digital transactions–insights from user-generated content on Twitter. Enterprise Information Systems, 13(6), 771-800. doi: 10.1080/17517575. 2019.1599446.

Hayes, A. F. (2018). Introduction to mediation, moderation, and conditional process analysis second edition: A regression-based approach. New York, NY: The Guilford Press.

Hong, J. C., Lin, P. H., & Hsieh, P. C. (2017). The effect of consumer innovativeness on perceived value and continuance intention to use smartwatch. Computers in Human Behavior, 67, 264-272. doi: 10.1016/j.chb.2016.11.001.

Ingaldi, M., & Ulewicz, R. (2018). Evaluation of Quality of the e-Commerce Service. International Journal of Ambient Computing and Intelligence (IJACI), 9(2), 55-66. doi: 10.4018/IJACI.2018 040105.

Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283-302. doi: 10.1108/SAJBS-01-2019-0016.

Khoi, N. H., Tuu, H. H., & Olsen, S. O. (2018). The role of perceived values in explaining Vietnamese consumers’ attitude and intention to adopt mobile commerce. Asia Pacific Journal of Marketing and Logistics, 30(4), 1112–1134. doi: 10.1108/APJML-11-2017-0301.

Kim, J. H., Kim, M., & Lennon, S. J. (2018). E-service performance of apparel e-retailing websites: A longitudinal assessment. International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 9(1), 24-40. doi: 10.4018/IJSSMET.2018010103.

Konuk, F. A. (2018). The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food. Journal of Retailing and Consumer Services, 43, 304-310. doi: 10.1016/j.jretconser.2018.04.011.

Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50, 103-110. doi: 10.1016/j.jretconser. 2019.05.005.

Kushendriawan, M. A., Santoso, H. B., Putra, P. O. H., & Schrepp, M. (2021). Evaluating User Experience of a Mobile Health Application ‘Halodoc’using User Experience Questionnaire and Usability Testing. Jurnal Sistem Informasi, 17(1), 58-71. doi: 10.21609/jsi.v17i1.1063.

Lee, F. H., & Wu, W. Y. (2011). Moderating effects of technology acceptance perspectives on e-service quality formation: Evidence from airline websites in Taiwan. Expert Systems with Applications, 38(6), 7766-7773. doi: 10.1016/j.eswa.2010.12.131.

Lin, J. C. C., & Lu, H. (2000). Towards an understanding of the behavioural intention to use a web site. International Journal of Information Management, 20(3), 197-208.

Mencarelli, R., & Lombart, C. (2017). Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context. Journal of Retailing and Consumer Services, 38, 12-21. doi: 10.1016/j.jretconser.2017.04.008.

Mou, J., Shin, D. H., & Cohen, J. (2017). Understanding trust and perceived usefulness in the consumer acceptance of an e-service: a longitudinal investigation. Behaviour & Information Technology, 36(2), 125-139. doi: 10.1080/0144929X.2016.1203024.

Palese, B., & Usai, A. (2018). The relative importance of service quality dimensions in E-commerce experiences. International Journal of Information Management, 40, 132-140. doi: 10.1016/ j.ijinfomgt.2018.02.001.

Prayudha, A. R., Sumarto, S., & Abdullah, A. G. (2020, April). Analysis of student satisfaction of UPI SPOT e-learning services in UPI postgraduate Bandung, Indonesia, using the Fuzzy-Servqual Method. In IOP Conference Series: Materials Science and Engineering (Vol. 830, No. 3, p. 032009). IOP Publishing. doi: 10.1088/1757-899X/830/3/032009.

Rahayu, K. S. (2021). E-ServQual on E-Trust, E-Satisfaction and Online Repurchase Intention. Review of International Geographical Education Online, 11(4), 1426-1439.

Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal. doi: 10.1108/TQM-02-2020-0019.

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. doi: 10.1016/j.heliyon.2019. e02690.

Ross, J., Stevenson, F., Dack, C., Pal, K., May, C., Michie, S., ... & Murray, E. (2018). Developing an implementation strategy for a digital health intervention: an example in routine healthcare. BMC Health Services Research, 18(1), 1-13. doi: 10.1186/s12913-018-3615-7.

Santos, J. (2003). E‐service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246. doi: 10.1108/09604520310476490.

Tankovic, A. C., & Benazic, D. (2018). The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty. Online Information Review, 42(7), 1124–1145. doi: 10.1108/OIR-12-2016-0354.

Ventre, I., & Kolbe, D. (2020). The impact of perceived usefulness of online reviews, trust and perceived risk on online purchase intention in emerging markets: A Mexican perspective. Journal of International Consumer Marketing, 32(4), 287-299. doi: 10.1080/08961530.2020.1712293.

Yani, A. 2018. Pemanfaatan Teknologi Dalam Bidang Kesehatan Masyarakat Utilization of Technology in The Health of Community Health. Artikel XII (8:1). ( PJKM).

Yaseen, S. G., & El Qirem, I. A. (2018). Intention to use e-banking services in the Jordanian commercial banks. International Journal of Bank Marketing, 36(3), 557–571. doi: 10.1108/IJBM-05-2017-0082.

Zahara, Z., Rombe, E., Ngatimun, N., & Suharsono, J. (2021). The effect of e-service quality, consumer trust and social media marketing on intention to use online transportation services. International Journal of Data and Network Science, 5(3), 471-478.

Zhou, R., Wang, X., Shi, Y., Zhang, R., Zhang, L., & Guo, H. (2019). Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting. Electronic Commerce Research, 19(3), 477-499.


Article Metrics

Abstract view : 418 times
PDF - 178 times


  • There are currently no refbacks.

Copyright (c) 2022 Sri Astuti Pratminingsih, Nabila Ghina Utami

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License. ISSN: 1412-3789. e-ISSN: 2477-1783.

Google ScholarGoogle ScholarGARUDA - Garba Rujukan Digital
mabis statistics