Exploring Factors Affecting User Satisfaction and Behavioral Intention towards Telemedicine Services among Gen-Z and Millennials in Indonesia: A PLS-SEM Study on Alodokter Application

Abstract

Telemedicine has become increasingly important in healthcare, especially with the COVID-19 pandemic. Alodokter, one of the pioneers of health applications providing telemedicine services in Indonesia since 2014, has gained significant attention. Younger generations–Millennials and Gen Z–are more fluent in using technology. However, previous study shows that older generations (Gen X) is more satisfied in using telemedicine compared to younger generations. This study aims to identify the factors influencing user satisfaction and behavioral intention towards Alodokter's telemedicine service application usage among Millennials and Gen-Z in Indonesia. A survey was conducted on 160 respondents using a purposive sampling technique. The data was analyzed using the PLS-SEM based method with the SmartPLS MacOS application version 3.2.9. The study focused on examining the relationships between the variables of behavioral intention, customer satisfaction, and factors including performance expectancy, effort expectancy, price value, and social influence. The study findings indicate that customer satisfaction positively affects behavioral intention. Performance expectancy, effort expectancy, price value, and social influence positively impact customer satisfaction. Price value was shown to have the most positive influence on behavioral intention. The study provides insights into the factors influencing user satisfaction and behavioral intention towards telemedicine service application usage among younger generations in Indonesia. The results can be used to improve telemedicine services and enhance the experience of users, particularly Millennials and Gen-Z.