Track: Healthcare Operations and Services

Abstract

Indonesian healthcare application is growing and more people are relying on healthcare application for their needs especially during COVID-19 pandemic, customers can get professional help and order medicine without visiting hospitals. However, there are still problems affecting customer satisfaction mainly because they can’t get the same interaction as face to face meeting with a doctor. This research proposed E-Service Quality, Customer Perceived Value, and Price as antecedents of Customer Satisfaction for healthcare application users in Indonesia. 154 samples were collected on April 2022 using purposive sampling and data was analyzed using Partial Least Square. Result shows that E-Service Quality and Price positively affect Customer Satisfaction while Customer Perceived Value has no significant effect. This result provides insight for healthcare application to maintain or increase their customer satisfaction. Research result also provides opportunity for future research in reconfirming the results or develop new model for customer satisfaction in healthcare application.