_.gif)
_.gif)
Influence of Patient’s Satisfaction towards Continuance Usage Intention of Online Teleconsultation Application
Abstract
Patients start to shift from offline consultation to online teleconsultation to maintain their health. This Study was conducted to analyze what factors influence patient satisfaction and the continuance usage intention of teleconsultation applications. This study uses a quantitative method, by taking primary data of 160 primary data from patients that have an experience on mobile teleconsultation application (Halodoc) in this Covid-19 pandemic situation, and distributed using google form. The data analysis is using PLS-SEM to test whether there is a high correlation between factors or not. After knowing the components that affect patient satisfaction, the results shows that Patient Satisfaction has a major effect on Continuance Usage Intention, which is 0.684 and can also be seen from R2 of Continuance Usage Intention which is 0.661, that means a Moderate Predictive Accuracy. So, it can be concluded that Patient Satisfaction has a strong influence on Continuance Usage Intention of patients who are using a mobile teleconsultation application during this
Keywords
Full Text:
PDFReferences
Budiantara, M., Gunawan, H., & Utami, E. (2019). Perceived Usefulness, Perceived Ease of Use, Trust in Online Store, Perceived Risk sebagai Pemicu Niat Beli Online Pada Produk UMKM “Made in Indonesia” Melalui Penggunaan E-Commerce Marketplace.
Castañeda, J. (2010). Relationship between Customer Satisfaction and Loyalty on the Internet. Journal of Business and Psychology, 26(3), 371-383.
Chang, M., & Boudier-Revéret, M. (2020). Usefulness of Telerehabilitation for Stroke Patients during the COVID-19 Pandemic. American Journal of Physical Medicine & Rehabilitation, 99(7), 582-582.
Cheng, Y. (2022). Extending the expectation-confirmation model with quality and flow to explore nurses’ continued blended e-learning intention. Retrieved 28 February 2022.
Cleven, Anne & Mettler, Tobias & Rohner, Peter & Winter, Robert. (2016). Healthcare quality innovation and performance through process orientation: Evidence from general hospitals in Switzerland. Technological Forecasting and Social Change. 113. 386–395.
Dirgantari, Puspo Dewi; Hidayat, Yusuf Murtadlo; Mahphoth, Mohd Halim; Nugraheni, Rury. (2020). Level of Use and Satisfaction of E-Commerce Customers in COVID-19 Pandemic Period: An Information System Success Model (Issm) Approach. Indonesian Journal of Science and Technology; 5(2):261-270.
Dreheeb, A., Basir, N., & Fabil, N. (2016). Impact of System Quality on Users’ Satisfaction in Continuation of the Use of e-Learning System. International Journal of E-Education, E-Business, E-Management and E-Learning, 6(1), 13-20.
Giusman, R., & Nurwahyuni, A. (2021). Evaluasi Pelayanan Rawat Jalan RS X pada Masa Pandemi Covid-19 melalui Segmenting, Targeting dan positioning. Jurnal Manajemen Kesehatan Yayasan RS.Dr. Soetomo, 7(1), 72.
Hair J.F., J. J. (2019). When to use and how to report the results of PLS-SEM. Emerald Insight, 2-24.
Hair, Joe F, Christian M Ringle, and Marko Sarstedt. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice 19 (2): 139–52.
Han, M., Wu, J., Wang, Y., & Hong, M. (2018). A Model and Empirical Study on the User’s Continuance Intention in Online China Brand Communities Based on Customer-Perceived Benefits. Journal Of Open Innovation: Technology, Market, And Complexity, 4(4), 46.
Hermawan, V., & Paramita, E. (2021). Faktor Yang Mempengaruhi Keberlanjutan Minat Pengguna Dalam Menggunakan Aplikasi Mhealth Melalui Variabel Satisfaction. Jurnal Bisnis Dan Manajemen, 8(1).
Jandavath, R.K.N. and Byram, A. (2016), Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India. International Journal of Pharmaceutical and Healthcare Marketing, Vol. 10 No. 1, pp. 48-74.
Joe F. Hair Jr.a, ⁎. M. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 101-110.
Kaium, M., Bao, Y., Alam, M., & Hoque, M. (2020). Understanding continuance usage intention of mHealth in a developing country. International Journal Of Pharmaceutical And Healthcare Marketing, 14(2), 251-272.
karan, Uma dan Roger Bougie, (2017), Metode Penelitian untuk Bisnis: Pendekatan Pengembangan-Keahlian, Edisi 6, Buku 1, Cetakan Kedua, Salemba Empat, Jakarta Selatan 12610.
Kim, E., dan Tadisina, S., (2003). Customer’s Initial Trust in E-Business: How to Measure Customer’s Initial Trust, Proceedings of Ninth Americas Conference on Information Systems, pp. 35-41.
Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS‐SEM: The inverse square root and gamma‐exponential methods. Information Systems Journal, 28(1), 227–261.
Kotler, Philip & Armstrong, Gary. (2016). Principles of Marketing. Sixteenth Edition. Pearson Education Limited. England.
Mahendra, M., Winarno, W., & Kustono, A. (2021). The Effect of System Quality, Information Quality and Service Quality Towards Customer Loyalty Using Mobile Banking Application. Asian Journal Of Economics, Business And Accounting, 62-70.
McCormack B, McCance T (2006) Development of a framework for person-centred nursing. Journal of Advanced Nursing. 56, 5, 1-8.
Melani, Dani Octa & Rahmiati. (2021). The influence of E-service quality, e-trust and e-satisfaction toward e-loyalty on Shopee online shopping application users. Marketing Management Studies,1(3), 253-266.
N., Ramya & Kowsalya, A. & Dharanipriya, K. (2019). Service Quality and Its Dimensions. 4. 39-41.
Ningrum, P. A., et al. (2020). The Potential of Poverty in the City of Palangka Raya: Study SMIs Affected Pandemic Covid 19. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Volume 3, No 3, Page: 1626-1634
Nourallah, M., Strandberg, C., & Öhman, P. (2019). Understanding the Relationship between Trust and Satisfaction on Mobile Bank Application. Proceedings Of The 2019 3Rd International Conference On E-Commerce, E-Business And E-Government - ICEEG 2019.
Pai, R., & Alathur, S. (2019). Determinants of individuals’ intention to use mobile health: insights from India. Transforming Government: People, Process And Policy, 13(3/4), 306-326.
Parasuraman, a Parsu & Zeithaml, Valarie & Malhotra, Arvind. (2005). E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research. 7. 213-233.
Saleh, A., Mujahiddin. (2020). Challenges and Opportunities for Community Empowerment Practices in Indonesia during the Covid-19 Pandemic through Strengthening the Role of Higher Education. Budapest International Research and Critics Institute-Journal (BIRCI-Journal). Volume 3, No 2, Page: 1105-1113.
Santhanamery, T. & Ramayah, T. (2013). The Effect of Personality Traits on User Continuance Usage Intention of e-Filing System. Journal of Economics, Business and Management, 25-29.
Sativa, A., & Astuti, S. R. T. (2016). Analisis Pengaruh E-Trust dan E-Service Quality terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Intervening (Studi pada Pengguna E-Commerce C2C Tokopedia). Management, 5(3), 1–10.
Sidharta, I., & Suzanto, B. (2015). Pengaruh Kepuasan Transaksi Online Shopping dan Kepercayaan Konsumen Terhadap Sikap Serta Perilaku Konsumen Pada E-Commerce. Jurnal Computech & Bisnis, 9(1), 23–36.
Sihombing, E. H., Nasib. (2020). The Decision of Choosing Course in the Era of Covid 19 through the Telemarketing Program, Personal Selling and College Image. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Volume 3, No. 4, Page: 2843-2850.
The DeLone and McLean. (2003). Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems, 19(4), 9-30.
Wang, L., Lew, S., Lau, S., & Leow, M. (2019). Usability factors predicting continuance of intention to use cloud e-learning application. Heliyon, 5(6), e01788.
Wong, G.K.W. (2014). Engaging students using their own mobile devices for learning mathematics in classroom discourse: a case study in Hong Kong. International Journal of Mobile Learning and Organisation, Vol. 8 No. 2, pp. 143-165.
Xu, F., & Du, J. (2018). Factors influencing users’ satisfaction and loyalty to digital libraries in Chinese universities. Computers in Human Behavior, 83, 64-72.
Yogananda, A. S. (2017). Pengaruh Persepsi Manfaat, Persepsi Kemudahan Penggunaan, Kepercayaan dan Persepsi Resiko Terhadap Minat untuk Menggunakan Instrumen Uang Elektronik. Semarang, Universitas Diponogoro.
DOI: https://doi.org/10.33258/birci.v5i1.4396
Article Metrics
Abstract view : 104 timesPDF - 63 times
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.