TY - GEN
T1 - Understanding e-Service Quality Dimension of Indonesian m-Health PeduliLindungi Mobile Apps with M-S-QUAL Framework
AU - Darmawan, Aang Kisnu
AU - Daryanto, Eko
AU - Kartini,
AU - Anekawati, Anik
AU - Komarudin, Agus
AU - Wahyudi, Imam
AU - Zulkarnain, Ismail Abdurrozzaq
AU - Umam, Busro Akramul
AU - Sulthan, M. Burhanis
N1 - Publisher Copyright:
© 2023 IEEE.
PY - 2023
Y1 - 2023
N2 - PeduliLindungi Mobile Apps(PLMA)is a mobile application developed by the Indonesian government to help reduce the spread of COVID-19. The app is currently mandatory for daily activities during the pandemic. The app has several features: contact tracing, self-Assessment, and vaccination certificate verification. The ease of use app's ease of use greatly influences its usability and attitude positively rated on the service quality dimensions. However, there are concerns about potential data leaks, data misuse, and data misuse, and the team faces challenges with the app, including slow COVID-19 vaccine certificate appearance, registration issues, slow user complaints, elderly users' difficulties, and negative public sentiment on Google Play. Several previous studies have worked on the critical factors of acceptance, success, and user experience on PLMA but still can't make a satisfactory result. This research investigates the e-services quality dimensions of the m-Health PeduliLindungi Mobile Apps (PLMA) application with the Mobile Service Quality (M-S-QUAL) framework. This framework builds on and changes the SERVQUAL model, which is famous for measuring the quality of information system services. Data was taken from 155 respondents using offline and online surveys, and the data was processed using AMOS 24.0 software. This research found that Efficiency, system availability, content, contact, fulfillment, compensation, billing, and mobile service quality are reliable and strongly convergent. Privacy and responsiveness must be addressed to improve reliability and convergent validity. Hypothesis testing showed that billing (3,239), contact (4,547), privacy (5,815), content (4,694), availability (3,183), and efficiency (5,825) improve mobile service quality, while compensation (0.908), responsiveness (0.976), and fulfillment (0.688) do not. This finding helps researchers, government, and developers focus on PLMA's key variables that affect user experience and service quality.
AB - PeduliLindungi Mobile Apps(PLMA)is a mobile application developed by the Indonesian government to help reduce the spread of COVID-19. The app is currently mandatory for daily activities during the pandemic. The app has several features: contact tracing, self-Assessment, and vaccination certificate verification. The ease of use app's ease of use greatly influences its usability and attitude positively rated on the service quality dimensions. However, there are concerns about potential data leaks, data misuse, and data misuse, and the team faces challenges with the app, including slow COVID-19 vaccine certificate appearance, registration issues, slow user complaints, elderly users' difficulties, and negative public sentiment on Google Play. Several previous studies have worked on the critical factors of acceptance, success, and user experience on PLMA but still can't make a satisfactory result. This research investigates the e-services quality dimensions of the m-Health PeduliLindungi Mobile Apps (PLMA) application with the Mobile Service Quality (M-S-QUAL) framework. This framework builds on and changes the SERVQUAL model, which is famous for measuring the quality of information system services. Data was taken from 155 respondents using offline and online surveys, and the data was processed using AMOS 24.0 software. This research found that Efficiency, system availability, content, contact, fulfillment, compensation, billing, and mobile service quality are reliable and strongly convergent. Privacy and responsiveness must be addressed to improve reliability and convergent validity. Hypothesis testing showed that billing (3,239), contact (4,547), privacy (5,815), content (4,694), availability (3,183), and efficiency (5,825) improve mobile service quality, while compensation (0.908), responsiveness (0.976), and fulfillment (0.688) do not. This finding helps researchers, government, and developers focus on PLMA's key variables that affect user experience and service quality.
KW - e-service quality
KW - m-health
KW - M-S-QUAL
KW - pedulilindungi apps
UR - http://www.scopus.com/inward/record.url?scp=85177424982&partnerID=8YFLogxK
U2 - 10.1109/ICISS59129.2023.10291684
DO - 10.1109/ICISS59129.2023.10291684
M3 - Conference contribution
AN - SCOPUS:85177424982
T3 - 10th International Conference on ICT for Smart Society, ICISS 2023 - Proceeding
BT - 10th International Conference on ICT for Smart Society, ICISS 2023 - Proceeding
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 10th International Conference on ICT for Smart Society, ICISS 2023
Y2 - 6 September 2023 through 7 September 2023
ER -
