UPAYA PENINGKATAN BRAND LOYALTY MELALUI PENINGKATAN KUALITAS PELAYANAN DAN KUALITAS INFORMASI PENGGUNAAN APLIKASI M-HEALTH

• Main Author: Ryanto Cakra Wardhani, Annisa
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/73701
• Institution: Institut Teknologi Bandung

The demand for efficient healthcare services has been increasing to maximize healthcare provision amidst various limitations, especially since the COVID-19 pandemic. Telemedicine is a healthcare application that allows users to consult with doctors without the need for face-to-face interactions, providing diagnostic consultations and patient care remotely. With the advancement of telemedicine applications such as Halodoc, it is no longer seen as a competitor to conventional doctors but rather as a means to enhance healthcare provision in the face of limitations. However, despite the rapid development of telemedicine applications, there is still a tendency for users who have downloaded these mobile health applications to uninstall and discontinue their usage. This research aims to evaluate the factors contributing to user loyalty in Halodoc based on service quality and doctor-partner information. A quantitative method is employed in this study, with a sample of 198 respondents who have previously used Halodoc. The collected data is then analyzed using Partial Least Square Structural Equation Modelling (PLS-SEM) with the assistance of SmartPLS.3 software. The results indicate that the quality of doctor services is influenced by communication and competence aspects, while the quality of doctor information is influenced by relevance, accuracy, adequacy, and timeliness. Additionally, the hypotheses regarding the influence of doctor service quality (DSQ) on satisfaction, and doctor information quality (DIQ) on trust were found to be unsupported or rejected.