Building patient loyalty in the use of telemedicine applications
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Published:
May 30, 2025
Keywords:
Brand Image, E-Service Quality, Patient Loyalty, Patient Satisfaction, Patient Trust
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Economy
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Abstract
This study aims to analyze the influence of brand image and e-service quality on patient loyalty through patient satisfaction and trust in telemedicine applications. The research utilized a quantitative approach with data collected through online questionnaires distributed to patients in Jakarta who have used telemedicine services. The sample consisted of 202 respondents, and the data were analyzed using Structural Equation Modeling (SEM) via SMART PLS. The results reveal that both brand image and e-service quality significantly impact patient satisfaction, which in turn influences patient trust and loyalty. Additionally, the study confirms that patient trust mediates the relationship between patient satisfaction and loyalty. These findings emphasize the importance of improving service quality and maintaining a positive brand image to enhance patient loyalty in telemedicine platforms. The study suggests that healthcare organizations should focus on optimizing e-service quality, strengthening brand reputation, and ensuring patient satisfaction to foster long-term loyalty in the growing telemedicine sector
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Andriani, O. and Soelasih, Y. . (2025) “Building patient loyalty in the use of telemedicine applications”, Jurnal Mantik, 9(1), pp. 157-166. doi: 10.35335/mantik.v8i5.6340.
References
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Aini, K., & Adlina, H. (2023). The Effect Of E-Service Quality And Perceived Value On Customer Satisfation On The Use Of The Halodoc Application In Medan City. Journal of Economics and Business (JECOMBI), 3(03), 108–114. https://doi.org/10.58471/jecombi.v3i03.52
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Butzner, M., & Cuffee, Y. (2021). Telehealth interventions and outcomes across rural communities in the United States: Narrative review. Journal of Medical Internet Research, 23(8), 1–9. https://doi.org/10.2196/29575
Carroll, B. A., & Ahuvia, A. C. (2006). Some antecedents and outcomes of brand love. Marketing Letters, 17(2), 79–89. https://doi.org/10.1007/s11002-006-4219-2
Dayani, A., Agung Kresnamurti Rivai, & Shandy Aditya. (2022). The Impact of E-Service Quality and Brand Trust on Repurchase Intention with Customer Satisfaction as Intervening for Telemedicine Application Users. Jurnal Dinamika Manajemen Dan Bisnis, 5(2), 35–56. https://doi.org/10.21009/jdmb.05.2.3
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Koonin, L. M., Hoots, B., Tsang, C. A., Leroy, Z., Farris, K., Jolly, B., Antall, P., McCabe, B., Zelis, C. B. R., Tong, I., & Harris, A. M. (2020). Trends in the Use of Telehealth During the Emergence of the COVID-19 Pandemic — United States, January–March 2020. MMWR. Morbidity and Mortality Weekly Report, 69(43), 1595–1599. https://doi.org/10.15585/mmwr.mm6943a3
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Sofia, T. A. (2023). The Effect of Patient Satisfaction on Patient Loyalty Mediated by Patient Trust and Hospital Brand Image at the Jakarta Education Dental and Oral Hospital. Journal of Social Research, 2(3), 765–780. https://doi.org/10.55324/josr.v2i3.727
Sudjatmoko, A., Andri, L., Caesar, Y., & Gumuljo, S. Y. (2023). Effect of E-Service Quality, Customer Perceived Value, and Price on Customer Satisfaction in Healthcare Application. August, 1523–1529. https://doi.org/10.46254/sa03.20220298
Sukawati, T. G. R. (2021). Hospital Brand Image, Service Quality, and Patient Satisfaction in Pandemic Situation. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(2), 119–127. https://doi.org/10.18196/jmmr.v10i2.12230
Sumaedi, S., Bakti, I. G. M. Y., Rakhmawati, T., Astrini, N. J., Yarmen, M., & Widianti, T. (2015). Patient loyalty model Leadership in Health Services.
Syahril, Sihotang, M., Hadinegoro, R., Sulastri, E., Rochmad, I., Cahyono, Y., & Purwanto, A. (2022). Hospitals Customer E-Loyalty: How The Role of E-Service Quality, E-Recovery Seervice Quality and Satisfaction?? Journal of Science and Technology, 1(1), 23–27.
Thirachaikul, C., & Kortana, T. (2023). Antecedent Factors And Images of Telemedicine Service In Bangkok and Its Vicinity. Procedia of Multidisciplinary Research, 1(7), 1–8.
Tiara, K., & Antonio, F. (2022). The Influence of Telemedicine Usability on Patient Loyalty Mediated by Patients’ Trust and Satisfaction?: A Study At Hospitals of State-Owned Enterprises In Indonesia. Jurnal Pendidikan Tambusai, 6(1), 2326–2341. https://jptam.org/index.php/jptam/article/view/3272%0Ahttps://jptam.org/index.php/jptam/article/download/3272/2751
Tuckson, R. V, Edmunds, M., & Hodgkins, M. L. (2017). Telehealth. The New England Journal of Medicine, 377(16), 1585–1592. https://doi.org/doi:10.1056/NEJMsr1503323.
Velsen, L. Van, Wildevuur, S., Flierman, I., Van Schooten, B., Tabak, M., & Hermens, H. (2016). Trust in telemedicine portals for rehabilitation care: An exploratory focus group study with patients and healthcare professionals eHealth/ telehealth/ mobile health systems. BMC Medical Informatics and Decision Making, 16(1), 1–12. https://doi.org/10.1186/s12911-016-0250-2
Aini, K., & Adlina, H. (2023). The Effect Of E-Service Quality And Perceived Value On Customer Satisfation On The Use Of The Halodoc Application In Medan City. Journal of Economics and Business (JECOMBI), 3(03), 108–114. https://doi.org/10.58471/jecombi.v3i03.52
Ajmal, A., Yusuf, M., & Risal, M. (2022). Brand Image, Service Quality And Patient Satisfaction On Patient Loyalty. Jurnal Mantik, 6(1), 280–285.
Aladwan, M. A., Safrah Salleh, H., Anuar, M. M., & Aladwan, R. M. (2023). Patient Trust and Its Impact on Patient Satisfaction and Loyalty. Tuijin Jishu/Journal of Propulsion Technology, 44(4), 1001–4055.
Alviani, R., Purwandari, B., Eitiveni, I., & Purwaningsih, M. (2023). Factors Affecting Adoption of Telemedicine for Virtual Healthcare Services in Indonesia. Journal of Information Systems Engineering and Business Intelligence, 9(1), 47–69. https://doi.org/10.20473/jisebi.9.1.47-69
Butzner, M., & Cuffee, Y. (2021). Telehealth interventions and outcomes across rural communities in the United States: Narrative review. Journal of Medical Internet Research, 23(8), 1–9. https://doi.org/10.2196/29575
Carroll, B. A., & Ahuvia, A. C. (2006). Some antecedents and outcomes of brand love. Marketing Letters, 17(2), 79–89. https://doi.org/10.1007/s11002-006-4219-2
Dayani, A., Agung Kresnamurti Rivai, & Shandy Aditya. (2022). The Impact of E-Service Quality and Brand Trust on Repurchase Intention with Customer Satisfaction as Intervening for Telemedicine Application Users. Jurnal Dinamika Manajemen Dan Bisnis, 5(2), 35–56. https://doi.org/10.21009/jdmb.05.2.3
Durmu?, A., & Akbolat, M. (2020). The Impact of Patient Satisfaction on Patient Commitment and the Mediating Role of Patient Trust. Journal of Patient Experience, 7(6), 1642–1647. https://doi.org/10.1177/2374373520967807
Hair, J. F., Balck, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis (8th ed.). Cengage Learning.
Hair, J., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. In Springer.
Indayani, L., Sumartik, Hanum, G. R., Adinda, T. P., & Viranti, A. E. (2022). E Service Quality, Trust and Satisfaction on Consumer Loyalty at Hospital. Procedia of Sciences and Humanities, 0672(c), 1161–1165.
Koonin, L. M., Hoots, B., Tsang, C. A., Leroy, Z., Farris, K., Jolly, B., Antall, P., McCabe, B., Zelis, C. B. R., Tong, I., & Harris, A. M. (2020). Trends in the Use of Telehealth During the Emergence of the COVID-19 Pandemic — United States, January–March 2020. MMWR. Morbidity and Mortality Weekly Report, 69(43), 1595–1599. https://doi.org/10.15585/mmwr.mm6943a3
Listyorini, P. I., Maryati, W., & Anjani, S. (2021). Hospital Patient Loyalty: In terms of Brand Image, Service Quality, Patient Satisfaction, and Trust. Science and Technology, 1(6), 124–127.
Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust. Inquiry (United States), 58. https://doi.org/10.1177/00469580211007221
Mohan, P., & Kumar, R. (2019). Strengthening primary care in rural India: Lessons from Indian and global evidence and experience. Journal of Family Medicine and Primary Care, 8(7), 2169. https://doi.org/10.4103/jfmpc.jfmpc_426_19
Permenkes RI. (2019). Peraturan Kementerian Kesehatan nomor 20 Tahun 2019. Menteri Kesehatan Republik Indonesia Peraturan Menteri Kesehatan Republik Indonesia, Nomor 6588(879), 2004–2006.
Permenkes RI. (2020). Peraturan Kementerian Kesehatan nomor 21 Tahun 2020. Menteri Kesehatan Republik Indonesia Peraturan Menteri Kesehatan Republik Indonesia.
Pogorzelska, K., & Chlabicz, S. (2022). Patient Satisfaction with Telemedicine during the COVID-19 Pandemic—A Systematic Review. International Journal of Environmental Research and Public Health, 19(10). https://doi.org/10.3390/ijerph19106113
Sengupta, A., Sarkar, S., & Bhattacherjee, A. (2024). The relationship between telemedicine tools and physician satisfaction, quality of care, and patient visits during the COVID-19 pandemic. International Journal of Medical Informatics, 190(April), 105541. https://doi.org/10.1016/j.ijmedinf.2024.105541
Sofia, T. A. (2023). The Effect of Patient Satisfaction on Patient Loyalty Mediated by Patient Trust and Hospital Brand Image at the Jakarta Education Dental and Oral Hospital. Journal of Social Research, 2(3), 765–780. https://doi.org/10.55324/josr.v2i3.727
Sudjatmoko, A., Andri, L., Caesar, Y., & Gumuljo, S. Y. (2023). Effect of E-Service Quality, Customer Perceived Value, and Price on Customer Satisfaction in Healthcare Application. August, 1523–1529. https://doi.org/10.46254/sa03.20220298
Sukawati, T. G. R. (2021). Hospital Brand Image, Service Quality, and Patient Satisfaction in Pandemic Situation. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(2), 119–127. https://doi.org/10.18196/jmmr.v10i2.12230
Sumaedi, S., Bakti, I. G. M. Y., Rakhmawati, T., Astrini, N. J., Yarmen, M., & Widianti, T. (2015). Patient loyalty model Leadership in Health Services.
Syahril, Sihotang, M., Hadinegoro, R., Sulastri, E., Rochmad, I., Cahyono, Y., & Purwanto, A. (2022). Hospitals Customer E-Loyalty: How The Role of E-Service Quality, E-Recovery Seervice Quality and Satisfaction?? Journal of Science and Technology, 1(1), 23–27.
Thirachaikul, C., & Kortana, T. (2023). Antecedent Factors And Images of Telemedicine Service In Bangkok and Its Vicinity. Procedia of Multidisciplinary Research, 1(7), 1–8.
Tiara, K., & Antonio, F. (2022). The Influence of Telemedicine Usability on Patient Loyalty Mediated by Patients’ Trust and Satisfaction?: A Study At Hospitals of State-Owned Enterprises In Indonesia. Jurnal Pendidikan Tambusai, 6(1), 2326–2341. https://jptam.org/index.php/jptam/article/view/3272%0Ahttps://jptam.org/index.php/jptam/article/download/3272/2751
Tuckson, R. V, Edmunds, M., & Hodgkins, M. L. (2017). Telehealth. The New England Journal of Medicine, 377(16), 1585–1592. https://doi.org/doi:10.1056/NEJMsr1503323.
Velsen, L. Van, Wildevuur, S., Flierman, I., Van Schooten, B., Tabak, M., & Hermens, H. (2016). Trust in telemedicine portals for rehabilitation care: An exploratory focus group study with patients and healthcare professionals eHealth/ telehealth/ mobile health systems. BMC Medical Informatics and Decision Making, 16(1), 1–12. https://doi.org/10.1186/s12911-016-0250-2
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