Antecedents of Telehealth Impacting User Satisfaction and Continuous Usage Intention: A Study of Alodokter Users

Abstract

Background: Telemedicine has become an essential component of modern healthcare delivery by enabling remote consultations and healthcare services through digital communication technologies. In Indonesia, the rapid growth of telehealth platforms reflects increasing public acceptance of digital healthcare solutions. Among these platforms, Alodokter is recognized as one of the leading telemedicine applications, offering online consultations, medical information, and healthcare services. However, despite its high number of users and positive satisfaction reports, inconsistencies remain between user satisfaction levels and public app rankings.
Purpose: This study aims to investigate the antecedents of user satisfaction and examine their influence on continuous usage intention and intention to recommend the Alodokter application.
Design/methodology/approach: This research employed a quantitative approach using survey questionnaires distributed to 279 respondents who had previously used Alodokter. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0.9.2. The study examined the effects of price value, social influence, confirmation, perceived usefulness, and perceived ease of use on user satisfaction, as well as the impact of satisfaction on continuous usage intention and intention to recommend.
Findings/Result: The findings indicate that price value, social influence, perceived usefulness, and perceived ease of use significantly and positively influence user satisfaction. In contrast, confirmation does not significantly affect satisfaction. Furthermore, satisfaction significantly influences both continuous usage intention and intention to recommend, indicating that satisfied users are more likely to continue using and recommending the application to others.
Conclusion: Enhancing user satisfaction is essential for maintaining user retention and encouraging positive recommendations in telehealth services. Improving usability, perceived value, and social engagement can strengthen long-term adoption of telemedicine applications in Indonesia.
Originality/value: This study extends the technology acceptance framework by integrating price value and social influence variables into the telehealth context, providing additional insights into factors influencing telemedicine continuance behavior in Indonesia.

Keywords: satisfaction, price value, social influence, perceived usefulness, telehealth