The Influence of Information Systems and Service Quality on Loyalty to Healthcare Apps
One of the best feeling are when we got a news about something make someone day happy for the next month and this news is about our student in Master of Communication about the scientific paper accepted by ICoCSIM (Computational Science & Information Management). Maureen Maureen is student from Bina Nusantara Master of Communication who wrote about “The Influence of Information Systems and Service Quality on Loyalty to Healthcare Apps” with the help Z. Hidayat, Aurelia Intan, Muhammad Zarlis and M. I. Pratiwi. Who helped Maureen through the process of make and distribute the scientific paper.
She wrote about the system and service quality of healthcare in Indonesia who take a hit and must adapt quickly after the Covid-19 Pandemic hit. Through out the process she notice something bad in Indonesia Healthcare. Because Indonesia has the second lowest ratio (1 Doctor : 1.000 population) in Southeast Asia. At this figure, the doctor-patient ratio in Indonesia is just 0.6:1000. With that people in Indonesia doesn’t have the requirements from being standard that WHO (World Health Organizations) ask from. After the Covid-19 Pandemic happened the demand for doctor has significantly increased with the help of online healthcare company such as Halodoc, Allodoc, Alodokter, and various applications from hospital institutions made them easier to contact a doctor since at that time we strictly can’t go outside because of the pandemic. The Healthcare application provide several facilities for its users online. These facilities include consultations with doctors, purchasing medicine, doctor appointments , veterinary services, parenting services, COVID-19 tests, COVID-19 vaccinations, and many other health support facilities.
The customer satisfaction variable is one measure for evaluating activities and the application of technology in company strategy. Several other supporting factors such as accessibility and availability of complete information in the application apart from e-service quality, trust in the selected doctors available in the application list, service costs, and delivery speed for pharmaceutical deliveries and so on. With that the application and doctors must satisfied the patient or customer (medicine customer) to ensure them being a regular customer for the apps. Being a regular was a thing the key success of this kind of business model.
With that being said we must realize about the usefulness of this e-Healthcare made us easier to connect with doctor and professional about healthcare. With all of that we realize the important the quality and process of service are the main factors that influence patients’ intentions to continue consulting with a doctor online or visiting a doctor offline. Thus, online consultation performance can influence patient satisfaction and shape subsequent behavioral intentions Every customer demands that the products or services provided by the company can provide great satisfaction.
If you interested read the whole presentation slide, click here.