Online communications in medical mobile application: customer complaints assertiveness during covid-19 pandemic

Kussusanti, Susanti and Arindita, Ruvira and Atmadi, Gayatri and Arifah, Nursalsa (2021) Online communications in medical mobile application: customer complaints assertiveness during covid-19 pandemic. In: Proceedings of the 3rd Jogjakarta Communication Conference (JCC 2021). Advances in Social Science, Education and Humanities Research, 596 . Atlantis Press, Yogyakarta, pp. 46-51. ISBN 978-94-6239-460-5

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Abstract

Digital technology has made things easier for people during the pandemic especially for accessing health services. They can consult with a doctor, order medication, and make appointments for laboratory examinations via the application. This research aims to understand the assertiveness of medical mobile application users by analyzing these concepts: Computer-Mediated Communication (CMC), Consumer Complaint Behavior and Communication Assertiveness. This is descriptive quantitative research with content analysis methods. It aimed at describing the complaints of mobile application users. The population is customers of medical mobile applications who give 1-star rating of Halodoc, Alodokter, Mobile JKN dan eHac Indonesia application in the past 6 months. From the findings it was noted that there is still a room for improvement for medical mobile application providers. It is important to train customers to communicate more assertively so that the company could get better insights of what to do to improve their service in future.

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