THE EFFECT OF PERFORMANCE EXPECTANCY, PERCEIVED NEED, PERCEIVED VALUE AND PERCEIVED EASE OF USE ON PATIENT SATISFACTION AND CONTINUANCE INTENTION IN THE HALODOC TELEMEDICINE SERVICE APPLICATION IN JABODETABEK IN 2023
DOI:
https://doi.org/10.35794/jmbi.v11i1.54142Abstract
Abstract. Telemedicine is a fast-growing solution in healthcare equity efforts, with the most widely used application in Indonesia is the Halodoc app. Despite its great potential, user satisfaction with this application can affect users' continuance intention in using it. This study aims to analyze the impact of performance expectancy, perceived need, perceived value, perceived ease of use, on patient satisfaction and continuance intention of using the Halodoc app. Data from online questionnaires filled in by 312 respondents were collected and analyzed by Structural Equation Modeling method using SmartPLS 4.0.The results showed that expectancy, perceived need, perceived value, and perceived ease of use influence patient satisfaction positively and significantly. Performance expectancy, perceived need, perceived value, perceived ease of use, and patient satisfaction influence continuance intention positively and significantly
Abstrak. Telemedis merupakan solusi yang berkembang pesat dalam upaya pemerataan layanan kesehatan, dengan aplikasi yang paling banyak digunakan di Indonesia adalah aplikasi Halodoc. Meskipun potensinya besar, kepuasan pengguna terhadap aplikasi ini dapat mempengaruhi niat pengguna untuk terus menggunakannya. Penelitian ini bertujuan untuk menganalisis pengaruh ekspektasi kinerja, persepsi kebutuhan, persepsi nilai, persepsi kemudahan penggunaan, terhadap kepuasan pasien dan niat untuk terus menggunakan aplikasi Halodoc. Data kuesioner online yang diisi oleh 312 responden dikumpulkan dan dianalisis dengan metode Structural Equation Modeling menggunakan SmartPLS 4.0. Hasil penelitian menunjukkan bahwa ekspektasi, kebutuhan yang dirasakan, nilai yang dirasakan, dan persepsi kemudahan penggunaan berpengaruh positif dan signifikan terhadap kepuasan pasien. Ekspektasi kinerja, kebutuhan yang dirasakan, nilai yang dirasakan, persepsi kemudahan penggunaan, dan kepuasan pasien mempengaruhi niat melanjutkan secara positif dan signifikan
References
Alalwan, A. A. (2020). Mobile food ordering apps: An empirical study of the factors influencing customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50, 28–44. https://doi.org/10.1016/j.ijinfomgt.2019.04.008
Alam, M., Hu, W., & Barua, Z. (2018). Using the utaut model to determine factors affecting acceptance of the use of mobile health (mhealth) services in bangladesh mohammad. Journal of Studies in Social Sciences, 17(2), 137–172.
Alas, R., Übius, U., Lorents, P., & Matsak, E. (2017). Corporate Social Responsibility In European And Asian Countries. Jurnal Manajemen Bisnis Dan Inovasi (JMBI) UNSRAT Vol. 4 No. 1
Alviani, R., Purwandari, B., Eitiveni, I., & Purwaningsih, M. (2023). Factors influencing the adoption of telemedicine for virtual healthcare services in Indonesia. Journal of Information Systems Engineering and Business Intelligence, 9(1), 2443–2555.
Amin, M., Rezaei, S., & Abolghasemi, M. (2014). User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust. Nankai Business Review International, 5(3), 258–274.
Andry, JF, Herlina, & Rianto, J. (2023). Analysis of customer satisfaction on Shopee e-commerce using the UTAUT method. Cogito Smart Journal, 9(1), 73–83.
Annur, CM (2022). The most widely used telemedicine services & health facilities in Indonesia (2022). Databoks.Katadata.Co.Id. https://databoks.katadata.co.id/datapublish/2022/04/07/ jasa-telemedicine-yang-paling-besar-dibuat-di-indonesia-apa-saja
Ashghar, SA, & Nurlatifah, H. (2020). Analysis of the Influence of Perceived Ease of Use, Perceived Usefulness, and Perceived Risk on Repurchase Desire via e-Trust and s-Satisfaction. Al Azhar Indonesian Journal Social Sciences Series, 1(1), 40–52.
Bea, IF, Pasinringi SA, & Zulkifli, A. (2020). The influence of service experience and perceived value on patient satisfaction in inpatient installations at Makassar City Hospital. JKMM, 1(2), 186–193.
Caruana, A., Money, A.H., & Berthon, P.R. (2000). Service quality and satisfaction: the moderating role of value. European Journal of Marketing, 34(11), 12.
Chiu, W., Cho, H., & Chi, C. G. (2019). Consumers' continuity intention to use fitness and health apps: an integration of the expectation-confirmation model and investment model. Information Technology and People, 34(3), 978–998. https://doi.org/10.1108/ITP-09-2019-0463
Chou, S., Min, H., Chang, Y., & Lin, C. (2010). Understanding continuance intention of knowledge creation using extended expectation-confirmation theory: an empirical study of Taiwan and China online communities. Behavior & Information Technology, 29(6), 57–570.
Chuttur, M. (2009). Overview of the Technology Acceptance Model: Origins, Developments and Future Directions. Sprouts: Working Papers on Information Systems, 9, 1–23.
DeLone, W., & McLean, E. (2003). The DeLone and McLean model of information systems success: ten-year update. Journal of Management Information Systems, 19(9–30).
Fatimah, N., Setiawan, H., & Rizany I. (2020). The Relationship between Fulfillment of Basic Human Needs and Patient Satisfaction at Idaman Hospital, Banjarbaru City. Nerspedia, 4(3), 244–252.
Herwando, H., & Sitompul, T. (2021). Evaluation of the benefits of implementing telemedicine in island countries: Systematic literature review. Indonesian Heal Inf Manag J, 9(2), 91–101.
Hidayat, M., & Winarno, WW (2014). Evaluation of Wi-Fi User Satisfaction Using the Importance-Performance Analysis Method and Customer Satisfaction Index. Gadjah Mada University.
Hoque, M.R., Bao, Y., & Sorwar, G. (2016). Investigating factors influencing the adoption of e-health in developing countries: A patient's perspective. Informatics for Health and Social Care, 42(1), 1–17. https://doi.org/10.3109/17538157.2015.1075541
Hsiao, C.H., Chang, J.J., & Tang, K.Y. (2016). Exploring the influential factors in continued usage of mobile social apps: Satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342–355. https://doi.org/10.1016/j.tele.2015.08.014
Huei, CT, Mee, LY, & Chiek, A.N. (2015). A study of brand image, perceived service quality, patient satisfaction and behavioral intention among the medical tourists.
Hutabarat, Z., Suryawan, IN, Andrew, R., & Akwila, FP (2021). Effect of performance expectancy and social influence on continuance intention in ovo. Journal of Management, 25(1), 125–140. https://doi.org/10.24912/jm.v25i1.707
Kaium, M., Bao, Y., Alam, M., & Hoque, M. (2020). Understanding continuity of usage intention of mHealth in a developing country. International Journal Of Pharmaceutical And Healthcare Marketing, 14(2), 251–272.
Kalumata, EM, Waleleng, GJ, & Kalangi, JS (2021). The influence of using the halodoc application on fulfilling health information needs in Paniki Bawah sub-district, Manadoget sub-district, Manado city. Acta Diurna Communications, 3(4).
Lankton, N.K., Harrison McKnight, D., Wright, R.T., & Thatcher, J.B. (2016). Using expectation disconfirmation theory and polynomial modeling to understand trust in technology. Information Systems Research. https://doi.org/10.1287/isre.2015.0611.
Malik, NA, Rosalien, R., Khalissya, N., Badruddin, IA, & Maharani, DA (2020). Perceived need and utilization of dental health care services in Indonesia: A secondary analysis using the national socioeconomic data. Makara J Health Res, 24(2), 121–127.
Mallampati, D., Talati, A.N., Honart, A.W., Johnson, J.D., Vladutiu, C., & Menard, K. (2021). Preferences and perceived needs for telehealth use among maternity care providers nationally. American Journal of Obstetrics & Gynecology, 2, 224. https://doi.org/10.1016/J.AJOG.2020.12.996
Ndubisi, NO (2018). Customer satisfaction, Confucian dynamism, and long-term oriented marketing relationships: A threefold empirical analysis. Psychology and Marketing, 35(6), 477–487. https://doi.org/10.1002/mar.21100.
Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions. Journal of Travel Research, 42(4), 392–407.
Praditya, LIH, Az-Zahra, HH, & Arwani, I. (2021). Identify usability problems in the Halodoc mobile application using the usability testing method. Journal of Information Technology and Computer Science Development, 5(9), 78–87.
Rahmani, Z. (2017). The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals. 44, 74–78.
Ramadhan, HA, Arso, SP, & Nandini, N. (2021). Analysis of factors related to user satisfaction with the online referral system for BPJS Health participants in the city of Semarang. Journal of Public Health, 9(3), 2356–3346.
Saputra, D., & Dewi, R. (2022). The relationship between service quality and user satisfaction of the halodoc telemedicine platform in 2022. JURMIK, 2(2), 1–16.
Sunaryo SP. (2023). Implementation of online communication between doctors and patients via telemedicine during the COVID-19 pandemic. Pearl Lens Journal of Communication, 7(1), 37–50. https://doi.org/https://dx.doi.org/10.51544/jlmk.v7il.3876
Suryadana, L. (2017). Service Quality, Customer Value and Patient Satisfaction on Public Hospital in Bandung District, Indonesia. 7(2), 187–192.
Tulung, J. E. (2010). Global Determinants of Entry Mode Choice. Journal of Indonesian Economy and Business, 25(2), 155-169.
Ulya, F.N. (2019). Survey: 84.4 Percent of People Are Satisfied with Digital Health Services. Money.Kompas.Com. https://money.kompas.com/read/2019/08/19/134000926/survei--84-4-persen-community-puas-dengan- jasa-kesehatan-digital?page=all.
Venkatesh, V.,Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: toward a unified view. JSTOR, 27(3), 425–478.
Wei, J., Vinnikova, A., Lu, L., & Xu, J. (2020). Understanding and predicting the adoption of fitness mobile apps: evidence from China. Health Communication, 1–12. https://doi.org/10.1080/10410236.2020.1724637
Wen, K.Y., & Gustafson, D.H. (2004). Needs Assessment for cancer patients and their families. Health Qual Life Outcomes, 2(11).
Wendland, J., Lunardi, G., & Dolci, D. (2019). Adoption of health information technology in the mobile emergency care service. RAUSP Manag J, 54(3), 287–304.
Yulaikah, N., & Artanti, Y. (2022). Factors influencing the decision to use telemedicine during the COVID-19 pandemic. Business Innovation and Entrepreneurship Journal, 4(1), 1–11. https://doi.org/https://doi.org/10.35899/biej.v4il.351
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302
Zhao, Y., Ni, Q., & Zhou, R. (2018). What factors influence the mobile health service adoption? A meta-analysis and the moderating role of age. International Journal of Information Management, 43, 342–350. https://doi.org/10.1016/j.ijinfomgt.2017.08.006
