How to cite:

Desi S.W. Utami, Fajri Satria Wika, Hertinur Betthy S., Oscar (2024) Determinants of Behavioral

Intention Toward Telemedicine Services in Indonesia Post-Pandemic COVID-19, (06) 09,

E-ISSN:

2684-883X

Universitas Prasetiya Mulya, Indonesia

Email: [email protected]

Abstract

The COVID-19 pandemic has significantly disrupted daily life & accelerated the adoption of

digital technologies across various sectors, including healthcare. In Indonesia, this shift has

prompted the rapid development and implementation of Telemedicine services by both start-

ups and established healthcare institutions. This study aims to identify the factors that

influence customer intention to use Telemedicine services in the post-pandemic period, using

services significantly enhance user satisfaction. The study provides practical

recommendations for Telemedicine providers to improve these factors, thereby increasing

customer retention and adoption rates. This research contributes to the understanding and

offers insights for optimizing telemedicine services in Indonesia in relation to evolving post-

pandemic behaviors.

Keywords: Telemedicine Services, Digital Application, User Satisfaction, Customer

Intention, Post-pandemic COVID-19.

INTRODUCTION

activities such as working, shopping, learning, and seeking medical advice.

In Indonesia, the healthcare sector has witnessed a rapid transformation, with digital

health services becoming increasingly important. The need for maintaining social distance

while providing essential healthcare services led to the massive adoption of Telemedicine.

Defined by the National Library of Medicine as the use of electronic information and

communication technologies to provide and support healthcare when distance separates the

participants, Telemedicine became a crucial tool during the pandemic. It facilitated remote

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and growth within the digital health ecosystem. According to (Richards, 2023), technologies

advancements and the growing number of internet users in Asia are reshaping the healthcare

landscape, making it more digitally oriented. Indonesia, with its large population and limited

access to healthcare services in rural areas, has emerged as one of the top countries utilizing

online health applications. (Vivi Silvia, 2020) reported that 57% of survey respondents in

Indonesia used online health applications, reflecting a significant demand for remote

healthcare services (Zobair et al., 2019).

As the pandemic subsides and social distancing measures are relaxed, it becomes crucial

to understand the factors that will continue to drive the adoption of Telemedicine. This study

aims to identify the determinants of customer intention to use Telemedicine services in the

enhance the effectiveness and adoption of Telemedicine. By addressing the critical

determinants of user satisfaction, Telemedicine providers can better meet the needs of their

evolving post-pandemic landscape. Moreover, Indonesia’s large population and geographical

challenges give opportunities for innovating Telemedicine services.

RESEARCH METHOD

The online questionnaire was created using Google Forms. Then it was distributed using

social media platforms in Indonesia such as WhatsApp, Facebook, and Instagram. Some of

the eligibility criteria for filler participants are: (1) have used telemedicine applications

(Halodoc, Alodokter, Fit Aja, GoodDoctor, Yakes, etc.). The exclusion criteria were those

including gender, age, marital status, employment status, education level, province, and

monthly income, (2) performance expectancy, (3) effort expectancy, (4) social influence, (5)

Price value, (6) geographical location, (7) user satisfaction, (8) Behavioral intention. Each

indicator construct is measured using a five-point Likert scale starting from strongly disagree

(1) to strongly agree (5). Seen in Table 2 are the indicators used to measure various factors

that influence the intention to use telemedicine services in Indonesia. Specifically, SEM is

carried out using SPSS to find out the cause of different latent variable relationships (SPSS,

2015).

in social sciences. It is used by market researchers, survey companies, health researchers,

determined by the quality of the instruments or data collection tools used. Research

instruments are said to be of good quality and can be accounted for if they are proven valid

and reliable. Testing the validity and reliability of the instrument, of course, must be adapted

to the form of the instrument that will be used in the research. Testing the validity and

reliability of the questionnaire is needed to ensure that the questionnaire used in research can

measure research variables well. validity shows the extent to which the measuring instrument

can measure what it wants to measure. testing Cronbach's alpha statistics, an instrument is

said to be reliable for measuring variables if it has an alpha value greater than 0.60. Looking

at Cronbach's alpha value and each variable, the level of reliability is generally acceptable at a

value of 0.60. Test that reliability below 0.60 is considered unreliable..

The R-Square values for Behavioral Intention and User Satisfaction are 0.456 and

0.657, respectively, indicating that 45.6% of the variance in behavioral intention can be

values. These values need to be evaluated if they are above 0.70 or not. The upper limit

Alpha. If both have values > 0.70, it can be said that the variables in this study are reliable

with the assumption that the model is correct. However, it should be noted that the values

should not exceed 0.95 as it may cause redundancy. Table 3 enlists reliability and convergent

validity analysis are presented.

Communality is the proportion of variance for each observed variable that can be

explained by the factors. Communalities between 0.25 and 4.0 are acceptable, with values

above 0.6 considered ideal.

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Discussion

expectancy, effort expectancy, social influence, price value, and geographical location were

which eventually will increase the behavior intention to use the telemedicine application.

applications. The positive influence of performance expectancy on user satisfaction has also

been mentioned in several previous studies (Lisana, 2024; Pramudita et al., 2023; Rahi, 2022).

Effort expectancy can be described as the level of ease of use of a technology which has

an impact on user eagerness to use the technology. From our study, we found that most of the

survey participants believe it is easy for them to use telemedicine applications even when the

participants come from various backgrounds with different levels of information technology

literacy. Most of the participants believed most of the telemedicine applications are easy to

use and easy to learn for first-time or less frequent users. There is no significant difficulty or

obstacle to operating the application, and they believe they can master the use of telemedicine

important factor that gives a positive contribution to user satisfaction. The positive influence

of effort expectancy on user satisfaction has also been mentioned in several previous studies

lowest positive contribution to user satisfaction in using telemedicine applications. Even

though social influence is the least significant influence on user satisfaction with telemedicine

applications, most of the respondents believe people close to them, such as family and

colleagues at work, should use telemedicine applications. The respondents also believe that

using telemedicine applications makes them look more prestigious or better compared to

those who do not use telemedicine. In some previous studies (Chetioui et al., 2023; K. Gupta

& Arora, 2020; Lisana, 2024) social influence was also noted to have a positive influence on

user satisfaction with mobile or internet-based applications (such as telemedicine and mobile

banking).

Price value is defined as consumers' cognitive trade-off between the perceived benefits

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fact that 58% of the users of telemedicine are coming from high-income users.

location has a positive influence on user satisfaction among telemedicine users. Most of the

users believe they can access telemedicine applications easily from their current location. This

study also confirms that the location of the users plays a significant role in determining user

intention to use telemedicine applications. The telemedicine application helps users from one

location to have access to better healthcare facilities or health workers in different locations

easily.

This study verifies that user satisfaction has a positive influence on user behavior and

intention to use telemedicine. This finding is in line with previous studies (Kalinić et al.,

2019; Lee et al., 2021; Pramudita et al., 2023). Based on this study, user satisfaction highly

influences user intention to use or reuse telemedicine applications (β = 0.676, p-value =

the future whenever they want to get healthcare services. To some extent, they also intend to

use telemedicine applications as their first choice option in terms of healthcare services.

opportunity for telemedicine providers to maintain existing customers and use a competitive

advantage by providing more affordable prices with the same level of services or higher, and

apply pricing strategy. Future research may exercise acceptable prices for services provided

by telemedicine applications in Indonesia.

This study could provide a better understanding of the telemedicine user ratio in each

province by applying the location of respondents as part of a filter questionnaire. In addition

to the above recommendation, future research may include data privacy to measure user

satisfaction as it becomes a serious concern.

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