The Effect of Patient Experience on Patient Loyalty through Patient Satisfaction in Telemedicine Application Services During the Covid-19 Pandemic

Abstract

The purpose of this research was to investigate the relationship between patient experience and satisfaction and patient loyalty utilizing Halodoc and Alodokter. Direct and indirect impacts between study variables are among the topics that have been investigated. A cross-sectional research approach was employed in this study, which combined quantitative descriptive analysis with an analytic survey. The research included 500 patients who used Halodoc and another 500 individuals who used Alodokter as part of their treatment. The study sample consisted of 286 individuals, including 143 patients who used Halodoc and 143 patients who used Alodokter, who were selected using the proportionate sampling method. An association between patient experience and patient satisfaction was found to be significant (p-value 0.0000.05), while an association between patient experience and patient loyalty was found to be significant (p-value0.0000.05). As an added bonus, there was a direct relationship between customer happiness and customer loyalty, with a p-value of 0.0000.05. The indirect impact of patient experience on patient loyalty and patient satisfaction as a mediator, however, was shown to be statistically significant (p-value = 0.000 0.05) and was found to be significant. This research suggests that telemedicine services are being used more often in health agencies during the COVID-19 pandemic because of the potential advantages it provides, such as its efficiency and the impact it has on patient happiness and loyalty, according to the findings.