Track: Business Management

Abstract

The aim of this research is to investigate the factors affecting customer satisfaction and customer loyalty in digital health service. The independent variables are System Quality and Service Quality. The purposive samples are 102 respondents in Jakarta area. The study reveals that ease of use in system quality and assurance, and empathy from service quality influence the customer satisfaction. There is no mediation effect found on customer satisfaction. This study concludes the importance of ease of use, assurance, and empathy in gaining customer satisfaction. Moreover, this research confirmed the positive relationship between customer satisfaction and customer loyalty. From the management perspective, this research suggested several action plans that could be implemented by telemedicine services providers to improve their customer satisfaction and customer loyalty. From the management perspective, they can improve the response time, security, and responsiveness to better satisfy and increase customer loyalty.