Faktor-faktor yang memengaruhi behaviorla intention dalam penggunaan aplikasi layanan telemedisin Alodokter di Indonesia

Pramudita, Eka (2023) Faktor-faktor yang memengaruhi behaviorla intention dalam penggunaan aplikasi layanan telemedisin Alodokter di Indonesia. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk mengetahui faktor-faktor yang memengaruhi kepuasan pelanggan terhadap niat perilaku dalam penggunaan aplikasi layanan telemedisin Alodokter. Penelitian ini dilakukan terhadap 203 responden pengisi kuesioner daring yang menggunakan aplikasi layanan telemedisin Alodokter. Pengambilan sampel dilaksanakan melalui Teknik purposive sampling dan pengolahan data dilakukan melalui metode SEM berbasis PLS menggunakan aplikasi SmartPLS MacOS versi 3.2.9. Hasil penelitian menunjukkan bahwa niat perilaku dipengaruhi secara positif oleh kepuasan pelanggan. Faktor-faktor yang berpengaruh positif terhadap kepuasan pelanggan adalah harapan kinerja, harapan usaha, nilai harga, dan kondisi yang memfasilitasi. Meskipun demikian,pengaruh sosial tidak memiliki pengaruh positif yang signifikan terhadap kepuasan pelanggan. / This study aims to determine factors influencing user satisfaction toward behavioral intention in Alodokter telemedicine service application usage in Indonesia. The study was conducted based on 203 online questionnaire respondents who used the telemedicine service application Alodokter. Sampling was carried out using a purposive sampling technique and data processing was carried out using the PLS-SEM based method using the SmartPLS MacOS application version 3.2.9. The results revealed that behavioral intention is positively influenced by customer satisfaction. Moreover, factors that have a positive effect on customer satisfaction are performance expectancy, effort expectancy, price value, and facilitating conditions.

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