Twitter Social Network Interaction As Customer Engagement In Competition For E-Commerce E-Health Performance In Indonesia

Annisa Nur Navisha, R. Ambarwati, Misti Hariasih
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Abstract

Background – The presence of e-commerce e-health is a societal solution to health needs in the era pandemic. Social distancing rules cause considerable restrictions on community socialization, so they use social media alternatives to share experiences. That matter causes customers to talk about the performance of digital e-health services and create consumer engagement. Public opinion and ratings on social media become data information analyzed to improve service quality. Aim – This study aims to identify customer conversations on Twitter about e-commerce e-health to see its performance and compare e-health results networks in Indonesia. Design / methodology / approach – The research method in this study is the Social Network Analysis (SNA) approach and descriptive meaning to get the results of the formulated goals. Findings – The results of this study showed that pre-pandemic e-health users in Indonesia were more dominant in utilizing psychologist and psychiatric consultations and buying easy and practical medicines. During the pandemic, customers more often used doctor consultations related to symptoms and treatment of Covid-19, drugs and vitamins for self-isolation, supported by online payments. Research implication – This research contributes to e-health companies in Indonesia regarding suggestions for utilizing SNA through customer interaction on social media to improve the performance and competition of e-health services and determine superior strategies. Limitations – This research explores data only from social media Twitter, based on the material for data visualization is only in text. The scope of the study is only in the health business, so it can further develop in other sectors.
Twitter社交网络互动作为客户参与竞争的电子商务电子医疗绩效在印度尼西亚
背景-电子商务电子医疗的出现是大流行时代医疗需求的社会解决方案。社交距离规则对社区社交造成了相当大的限制,因此他们使用社交媒体来分享经验。这一问题促使客户谈论数字电子医疗服务的性能,并创造消费者参与。社交媒体上的民意和评分成为分析的数据信息,以提高服务质量。目的-本研究旨在识别Twitter上关于电子商务电子医疗的客户对话,以查看其表现并比较印度尼西亚的电子医疗结果网络。设计/方法论/方法-本研究中的研究方法是社会网络分析(SNA)方法和描述性含义,以获得制定目标的结果。研究结果-这项研究的结果表明,印度尼西亚大流行前的电子卫生用户在利用心理学家和精神病学咨询以及购买简单实用的药物方面更占优势。在疫情期间,客户更多地使用与Covid-19症状和治疗相关的医生咨询、药物和维生素进行自我隔离,并通过在线支付提供支持。研究意义-本研究为印度尼西亚的电子医疗公司提供了关于通过社交媒体上的客户互动利用SNA来提高电子医疗服务的绩效和竞争力并确定卓越战略的建议。局限性-本研究仅探索来自社交媒体Twitter的数据,基于数据可视化的材料仅为文本。本研究的范围仅在健康行业,因此可以在其他领域进一步发展。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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