Clear Information Provision

Oct 13, 2025 by leolavanderia.com.br 35 views

Introduction

In the midst of the COVID-19 pandemic, people have increasingly turned to online platforms to find information and consult about health problems using their smartphones. One application that has become widely used for this purpose is Halodoc. The quality of services in online health applications (M-H-HEALTH) is crucial to consider, so that users do not feel a gap between the services received and the expected services. This study aims to analyze the quality of Halodoc services using the Mobile Service Quality and Importance Performance Analysis (IPA) method.

Background

The COVID-19 pandemic has led to mobility restrictions and hospital capacity overload, causing people to rely on online platforms for health information and consultations. Halodoc, as a widely used online health application, has a significant impact on user satisfaction. The quality of services in online health applications is essential to ensure that users' expectations are met. In this context, the application must provide accurate information and responsive services.

Understanding the Mobile Service Quality Method and Importance Performance Analysis

The Mobile Service Quality method focuses on measuring various aspects of service provided by mobile-based applications, including elements such as reliability, responsiveness, empathy, and guarantees. Importance Performance Analysis (IPA) aims to identify areas that need to be improved by comparing the level of importance and performance of various service attributes. By using these methods, this study aims to measure the quality of Halodoc services and identify improvements that need to be made.

The Importance of Service Quality in Health Applications

Service quality in health applications such as Halodoc has a direct impact on user satisfaction. With the increasing number of users who depend on digital platforms for health consultations, it is essential for service providers to ensure that users' expectations can be met. In this context, the application must be able to provide accurate information and responsive services.

Challenges and Opportunities

One of the challenges faced by applications such as Halodoc is the speed of response. The analysis shows that many users feel that the response they receive is inadequate, and this is an important factor that needs to be improved. However, this challenge also opens opportunities for Halodoc to improve services, including increasing speed in providing answers or solutions to users.

Methodology

This study used a survey method involving 150 respondents as samples in the city of Medan, North Sumatra. The respondents were asked to rate their level of satisfaction with various service attributes of Halodoc, including reliability, responsiveness, empathy, and guarantees. The data was then analyzed using the Mobile Service Quality and Importance Performance Analysis (IPA) method to measure the quality of Halodoc services and identify improvements that need to be made.

Results

The analysis showed that the overall gap value of Halodoc services was -0.241, indicating that the performance of the application felt by users in the city of Medan is still far from satisfying and has not been able to meet their expectations. The highest positive gap value was 0.100, and the highest negative gap value reached -0.850. Based on the science analysis, 11 service attributes were found in quadrant I, which showed that these attributes were very important to improve.

Discussion

The results of this study indicate that the quality of Halodoc services is still far from satisfying and has not been able to meet the expectations of users in the city of Medan. The analysis showed that the application needs to improve its responsiveness, clear information provision, and guarantees. By implementing these recommendations, it is hoped that Halodoc can improve the quality of services provided and meet the expectations of users.

Recommendations for Improvement

Based on the gap analysis conducted, there are several recommendations for improving Halodoc services:

Increasing Responsiveness: Ensuring a faster waiting time for the user when asking questions or asking for consultation.
Clear Information Provision: Optimizing the content and information presented in the application to make it easier for users to understand.
Guarantees: Providing clear and transparent information about the services provided and the guarantees offered by the application.

By implementing these recommendations, it is hoped that Halodoc can improve the quality of services provided and meet the expectations of users in the city of Medan, so that users feel satisfied and can conduct effective health consultations.

Conclusion

In conclusion, this study aimed to analyze the quality of Halodoc services using the Mobile Service Quality and Importance Performance Analysis (IPA) method. The results showed that the performance of the application felt by users in the city of Medan is still far from satisfying and has not been able to meet their expectations. The analysis identified several areas that need to be improved, including responsiveness, clear information provision, and guarantees. By implementing these recommendations, it is hoped that Halodoc can improve the quality of services provided and meet the expectations of users.

Limitations

This study has several limitations, including the sample size and the scope of the study. The sample size was limited to 150 respondents, and the study only focused on the city of Medan, North Sumatra. Future studies can expand the sample size and scope to include other cities and regions.

Future Research Directions

Future studies can build on the findings of this study by exploring other aspects of service quality in online health applications. For example, studies can investigate the impact of service quality on user satisfaction and loyalty, or explore the role of technology in improving service quality.

References

[1] [Author's Name]. (Year). Title of the article. Journal Name, Volume(Issue), pp-pp.
[2] [Author's Name]. (Year). Title of the article. Journal Name, Volume(Issue), pp-pp.
[3] [Author's Name]. (Year). Title of the article. Journal Name, Volume(Issue), pp-pp.

Note: The references should be in a standard format, such as APA or MLA, and should include the author's name, year of publication, title of the article, journal name, volume and issue number, and page numbers.

Introduction

In our previous article, we analyzed the quality of Halodoc services using the Mobile Service Quality and Importance Performance Analysis (IPA) method. In this article, we will answer some frequently asked questions (FAQs) about Halodoc application services quality.

Q: What is the purpose of the Mobile Service Quality and Importance Performance Analysis (IPA) method?

A: The Mobile Service Quality and Importance Performance Analysis (IPA) method is used to measure the quality of services provided by mobile-based applications, such as Halodoc. It helps to identify areas that need to be improved and provides recommendations for service providers to enhance their services.

Q: What are the key service attributes that were analyzed in this study?

A: The key service attributes that were analyzed in this study include reliability, responsiveness, empathy, and guarantees. These attributes are essential for providing high-quality services to users.

Q: What was the overall gap value of Halodoc services?

A: The overall gap value of Halodoc services was -0.241, indicating that the performance of the application felt by users in the city of Medan is still far from satisfying and has not been able to meet their expectations.

Q: What are the recommendations for improving Halodoc services?

A: Based on the gap analysis conducted, there are several recommendations for improving Halodoc services, including:

Increasing Responsiveness: Ensuring a faster waiting time for the user when asking questions or asking for consultation.
Clear Information Provision: Optimizing the content and information presented in the application to make it easier for users to understand.
Guarantees: Providing clear and transparent information about the services provided and the guarantees offered by the application.

Q: How can Halodoc improve its services to meet the expectations of users?

A: Halodoc can improve its services by implementing the recommendations mentioned above, such as increasing responsiveness, providing clear information, and offering guarantees. By doing so, Halodoc can enhance the quality of its services and meet the expectations of users.

Q: What are the limitations of this study?

A: This study has several limitations, including the sample size and the scope of the study. The sample size was limited to 150 respondents, and the study only focused on the city of Medan, North Sumatra. Future studies can expand the sample size and scope to include other cities and regions.

Q: What are the future research directions for this study?

A: Future studies can build on the findings of this study by exploring other aspects of service quality in online health applications. For example, studies can investigate the impact of service quality on user satisfaction and loyalty, or explore the role of technology in improving service quality.

Q: How can users provide feedback to Halodoc to improve its services?

A: Users can provide feedback to Halodoc by rating their experience with the application, providing suggestions for improvement, and reporting any issues or concerns they may have. By doing so, users can help Halodoc to improve its services and meet their expectations.

Conclusion

In conclusion, this article answers some frequently asked questions (FAQs) about Halodoc application services quality. By understanding the key service attributes, overall gap value, and recommendations for improvement, users can provide feedback to Halodoc to enhance its services and meet their expectations.

References

[1] [Author's Name]. (Year). Title of the article. Journal Name, Volume(Issue), pp-pp.
[2] [Author's Name]. (Year). Title of the article. Journal Name, Volume(Issue), pp-pp.
[3] [Author's Name]. (Year). Title of the article. Journal Name, Volume(Issue), pp-pp.