Quantitative analysis shows e-satisfaction impacts e-loyalty in users of halodoc, highlighting e-service quality and user experience as key factors.
High rates of technology adoption, internet usage, and the demand for equitable healthcare are driving the rapid digital transformation of healthcare in Indonesia post-pandemic. The most popular telemedicine platform, Halodoc, is expanding as a result of this change, and it is helping to satisfy public needs by introducing comprehensive and practical service innovations. The goal of this research is to find out how E-Loyalty, measured by E-Satisfaction, is influenced by User Experience and E-Service Quality. We used a quantitative approach and used purposive sampling to select 400 respondents. The data was analyzed using SEM-PLS in conjunction with SmartPLS 4. The results demonstrate that E-Loyalty is directly influenced by E-Satisfaction and that User Experience and E-Service Quality both have substantial impacts on E-Loyalty. User Experience, E-Service Quality, and E-Loyalty are all impacted by E-Satisfaction. This suggests that Halodoc should put an emphasis on improving the user experience and the quality of their services in order to boost satisfaction and, in turn, encourage long-term loyalty. The significance of improving Indonesia's digital healthcare services cannot be overstated.
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Prameizuari et al. (2025) studied this question.
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