Analysis of Service Quality in m-Health

Abstract

The rapid development of technology has impacted on several fields including digital
revolution of health sector. In Indonesia, the journey to ease is becoming more open, now
that distance treatment is increasingly possible, people are starting to use their electronic
devices to consult with doctors, order and buy medicines, and even to collect patient
health data. Although mobile health creates positive change, concerns about quality have
an impact on users’ satisfaction, continuing intentions, and quality of life. Thus, the
impact of perceived quality of this service becomes an important dimension in
determining the success or failure of the mobile health platform. The main purpose of this
study is to determine attribute that affect customer satisfaction using Kano model and
SERVQUAL which better defines customer expectations and measures the effects of these
attributes in determining the success or failure of mobile health platform.