Main Article Content


The purpose of this study was to examine the direct and indirect effects of the pandemic on consumer trust and consumer commitment towards public health care in Yogyakarta during the pandemic. The research method in this study was the survey method with path analysis tools. Based on the research result it can be concluded that the direct impact of the Covid pandemic (X) on trust (Y1) is 0.205 (unstandardized) and 0.187 (standardized), the direct impact of trust (Y1) on the Y2 commitment is 0.602 (unstandardized) and 0.63 (standardized). Based on the t-test on the Sobel formula, the t value (3.251) > t table (1.663), means that there is an indirect impact between variable X (pandemic) on Y2 (commitment) through Y1 (trust). The impact of the Covid pandemic indirectly affects consumer commitment through the variable of trust with a combined direct and indirect impact of 1,099.


covid pandemic public health services customer trust customer commitment

Article Details


  2. Al Rasyid, H. (1994). Analisis Jalur (Path Analisis) sebagai Sarana Statistika dalam Analisis Kausal. Bandung: LP3S Fakultas Ekonomi UNPAD
  3. Bloomer, J and Ruyter, K. D. (1997), “On the Relationship Between Store Image, Store Satisfaction and Store Loyalty,” European Journal of Marketing, Vol.32, pp. 499-513.
  4. Cooper, D. R and Schindler, P. S. (2011), Business Research Methods, 11th ed, New York: McGraw-Hil.
  5. Dharmmesta, B. S. (1999), “Loyalitas Pelanggan: Sebuah Kajian Konseptual: Sebagai Panduan Bagi Peneliti,” Jurnal Ekonomi dan Bisnis Indonesia, Vol. 14, No. 3, hal. 73-88.
  6. De Wulf, K; Schroder, G. O; and Lacobucci, D. (2001), “Investments in Consumer Relationship: A Cross-Country and Coss Industry Exploration,” Journal of Marketing, pp. 33-50.
  7. Dilon, W. R., and Goldstein, M. (1984) Multivariate Analysis. John Willey & Sons. New York.
  8. Felix Gille, Sarah Smith and Nicholas Mays (2015), “Why public trust in health care systems matters and deserves greater research attention,” Journal of Health Services Research & Policy, Vol. 20, No 1, pp.62-64.
  9. Ganesan, S., 1994, Determinants of Long-Term Orientation in Buyer-Seller Relationship, Journal of Marketing, Vol. 58, April: 1-19
  10. Ghozali, I. (2011), Aplikasi Analisis Multivariate Dengan Program IBM SPSS 19, Edisi 10, Semarang: Badan Penerbit Universitas Diponegoro.
  11. Ghozali, I. (2016) Aplikasi Analisis Multivariete Dengan Program IBM SPSS 23. Edisi 8. Semarang: Badan Penerbit Universitas Diponegoro.
  12. Gustafsson, A; Johnson, M.D; and Roos, I. (2005), “The Effect of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention,” Journal of Marketing, Vol. 69, No.4, pp. 210-218.
  13. Hansen, H; Sandvick, K; and Selnes, F. (2003), “Direct and Indirect Effect of Commitment to a Service Employee on the Intention to Stay,” Journal of Service Research, Vol. 5 (May),pp. 356-68.
  14. Hair, J.F; Black, W.C; Babin, B.J; Enderson,R.E; and Tatham, R.L. (2006), Mutivariate Data Analysis, 6th ed, New Jersey: Pearson Education.
  15. Hair, J.F., R.E.Anderson, B.J. Babin and W.C. Black. (2010), “Multivariate data analysis: A Global Perspective, Vol.7. Upper Saddle River, NJ: Pearson.
  16. Johnson, M. D; Anderson, E. W; and Fornell, C. (1995), “Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework,” Journal Customer Research, Vol. 21, No.4 pp. 695-707.
  17. McLeod, Carolyn, "Trust", The Stanford Encyclopedia of Philosophy (2020), Edward N. Zalta (ed.),
  18. Moorman, C; Zaltman, G; and Deshpande, R. (1992), “Relationship Between Providers and User of Market Research: The Dynamic of Truth Within and Between Organization,” Journal of Marketing Research, Vol. 29 (August), pp.314-328.
  19. Morgan, R. M and Hunt, S. D. (1994a), ”The Impact of Loyalty Programmes on Repeat Purchase Behavior,” Journal of Marketing Management, Vol.22 (February), pp.61-88.
  20. Naveen, D; Gustafsson (2020) , Journal of Business Research : Effects of COVID-19 on business and research, Volume 117, September 2020, Pages 284-289
  21. Sarwono, 2006. Metode Penelitian Kuantitatif dan Kualitatif. Yogyakarta: Graha Ilmu
  22. Sarwono, J, Jurnal Ilmiah Manajemen Bisnis, Vol.11, No.2, November 2011:285-296: Fakultas Ekonomi Universitas Kristen Krida Wacana
  23. Sekaran, U and Bougie, R. (2013), Research Methods for Business, 6th ed, Hoboken, New Jersey: John Wiley & Sons.
  24. Sekaran, U. & Bougie, R.J., (2016). Research Methods for Business: A skill Building Approach. 7th Edition, John Wiley & Sons Inc. New York, US.
  25. Seiders, K; Voss, G. B; Grewal, D; and Godfrey, A. L. (2005), “Do Satisfied Buy More? Examining Moderating Influences in a Retailing Context,” Journal of Marketing, Vol. 69, No. 4, pp. 26-43.
  26. Sichtman, Christina (2007), “An Analysis of Antecedents and Consequences of Trust in a Corporate Brand”, European Journal of Marketing, Vol. 41, No.9-10
  27. Sugiyono. (2010a), Statistik untuk Penelitian, Cetakan ke-16, Bandung: Penerbit CV.Alfabeta.
  28. Sugiyono. (2010b), Metode Penelitian Pendidikan: Pendekatan Kuantitatif, Kualitatif, R&D. Cetakan ke-10, Bandung: Penerbit CV.Alfabeta
  29. Sugiyono. (2018), Metode Penelitian Kiantitatif Kualitatif, R&D. Bandung: Penerbit CV.Alfabeta.
  30. Welch, E. W., Hinnant, C. C., & Moon, M. J. (2005). Linking citizen satisfaction with e-government and trust in government. Journal of Public Administration Research and Theory, Vol.15 No.3 ,pp. 371-391.
  31. Zeithaml, V. A; Bitner, M. J; Dwayne, D; and Gremier. (2009), Service Marketing: Integration Customer Focus Across the Firm, 5thed, New York : McGraw-Hill.
  32. Zikmund, G. W dan Babin. B. J. (2013), Menjelajahi Riset Pemasaran, 10thed, Jakarta: Penerbit Salemba Empat.
  33. Trend kasus porsitif Covid (2020) dalam