The Analysis of the Usage of Telemedicine Services During the Pandemic in Indonesia

Telemedicine is a form of health service that conducts consultations, diagnoses, and treatments for patients at a distance using the internet. Throughout the pandemic, the number of people using telemedicine health service applications increased. One of the service providers reported a 200% increase in new users during the pandemic. According to a survey done by KataData, 57% of all respondents believe that the existence of this service benefits them. From the patient's perspective, the main goals of this research are to determine and understand the factors that influence the use of mobile-based telemedicine health service applications in Indonesia. This study used online forms to collect responses from 157 people to evaluate hypotheses based on the UTAUT and Protection Motivation Theory models. The partial least square structural equation modeling method was utilized to process the data (PLS-SEM). Performance Expectancy was determined to be the most powerful element influencing the utilization of mobile-based telemedicine health service applications in this study. The Effort Expectancy and Response Efficacy, which both generated substantial outcomes, are other factors that support the use of the service. These factors should be taken into consideration for telemedicine health service application providers in improving the quality of their services.