PREDICTORS OF HALODOC’S USER SATISFACTION

Chrisanty Victoria Layman
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Abstract

Sejak pandemi Covid19, industri kesehatan digital telah bertumbuh pesat di seluruh dunia, ditandai dengan keterlibatan konsumen yang lebih besar dalam kesehatan, disertai kenaikan minat yang lebih tinggi akan layanan kesehatan virtual jarak jauh yang sering terlihat dalam bentuk aplikasi smartphone/ mHeatlh. Namun, Indonesia masih menghadapi beberapa kendala mengenai implementasi kesehatan digital. Untuk mendorong penggunaan aplikasi mHealth, promosi teknologi informasi dan komunikasi harus dikedepankan. Namun, praktik saat ini menunjukkan bahwa masih ada aspek yang menghambat efektivitas dan efisiensi layanan kesehatan aplikasi smartphone. Oleh karena itu, tantangan penting yang hadir dalam pengguna mHealth akan menjadi fokus dalam penelitian ini. Penelitian ini berupaya menyelidiki prediktor kepuasan pengguna Halodoc, salah satu aplikasi kesehatan seluler terbesar dan tersukses di Indonesia. Data yang digunakan dalam penelitian ini adalah skor kegunaan yang dirasakan (PU), kemudahan penggunaan (EU), harga yang dirasakan (PP), antarmuka pengguna grafis (GU), ketergantungan penggunaan (RU), dan kepuasan (SA). Sampel diambil secara pengambilan sampel acak kenyamanan. Responden studi ini melibatkan 100 pengguna Halodoc mulai dari pemula hingga pengguna lama. Data kemudian dianalisis dengan uji-T sampel independen dan analisis varians (ANOVA). Hasil penelitian mempertegas kemudahan penggunaan bagi pengguna yang secara signifikan terkait dengan desain tombol, penggunaan warna, dan informasi obat paling. Selain itu, keandalan pada informasi dokter, yang memungkinkan layanan kesehatan pribadi secara signifikan terkait dengan kepuasan pengguna. Selain itu, ada beberapa fitur profil yang menyarankan tingkat pendidikan mempengaruhi tingkat penerimaan terhadap penggunaan dan kepuasan mHealth. Penelitian di masa depan disarankan untuk melibatkan sampel pengguna dalam jumlah yang lebih besar dan melakukan penelitian selama periode jangka panjang untuk mengukur kepuasan pengguna mHealth dari waktu ke waktu. 

 

Since the COVID19 pandemic, the digital health industry has been accelerated worldwide, with greater consumers engagement in healthcare, and higher interest of remote virtual care found through smartphones application/ mHealth. However, Indonesia still faces several obstacles regarding the implementation of digital health. To encourage the use of the mhealth app, the promotion of information and communication technology must be at the forefront. However, current practice shows that they are still aspects hampering the effectiveness and efficiency of mobile health care. Therefore, crucial challenges present in the user of mHealth would be the focus of this study. This study seeks to investigate the predictors of Halodoc, one of the largest and successful mobile health application’s user satisfaction. The data used in this study are scores of Perceived Usefulness (PU), Ease of Use (EU), Perceived Price (PP), Graphical User Interface (GU), Reliance of Use (RU), and Satisfaction (SA). Samples are taken using random convenienvce sampling. The respondent of this study is 100 Halodoc users starting from beginners to long time users. Data was then analyzed by the Independent Sample T-Test and Analysis of Variance (ANOVA). The study results reemphasize ease of use for users that is significantly associated with the design of buttons, use of colors, and drug information the most. In addition, reliability on doctor information, and enabling personal health care to be significantly associated with user satisfaction. In addition, there are several profile features that suggest, the level of education affects the level of acceptance to mhealth use and satisfaction. Future research is suggested to include a larger sample of users and over a period to better measure the long-term predictor of mHealth user satisfaction over time.

Keywords

mHealth; Halodoc; aplikasi seluler; kepuasan pengguna; Indonesia; mobile application; user satisfaction

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