Digital Transformation of Medical Sector and Consumer Purchase Intention in New Normal Era
Abstract
New Normal era triggers a shift in consumer habit and behavior, such as increased awareness regarding the importance of health and sanitation, as well as elevated adoption of digital technology in daily activities. This study explored digital transformation aspects that impact consumer purchase intention in New Normal era, specifically in healthcare setting. An online-based quistionnaire were distributed using Google Form. A total of 225 response were retrieved and analysed using SEM technique (SmartPLS 3.2.1.). This study found that: 1) social media content quality, online customer service quality, and telehealth quality had a positive and significant impact to purchase intention; 2) telehealth quality had the most prominent impact on purchase intention, especially the support aspect; 3) website quality did not have any significant effect on consumer purchase intention. In conclusion, companies are recommended to focus on improving telehealth quality in their healthcare management system, especially by investing in reliable technical support staff to ensure assuring and pleasant experience for patients during telehealth sessions. Also, to focus more on social media content quality and online customer service quality than website refinement considering the current elevating trend on social media rahter than website.
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References
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Garett, R., Chiu, J., Young D, S., & Zhang, L. (2016). A Literature Review: Website Design and User Engagement. Online J Commun Media Technol, 6(3)(July), 1–14.
Geng, R., Wang, S., Chen, X., Song, D., & Yu, J. (2020). Content marketing in e-commerce platforms in the internet celebrity economy. Industrial Management and Data Systems, 120(3), 464–485. https://doi.org/10.1108/IMDS-05-2019-0270
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Hussein, A. (2015). Penelitian Bisnis dan Manajemen Menggunakan Partial Least Squares (PLS) dengan SmartPLS 3.0. Universitas Brawijaya.
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Küster, I., Vila, N., & Canales, P. (2016). How does the online service level influence consumers’ purchase intentions before a transaction? A formative approach. European Journal of Management and Business Economics, 25(3), 111–120. https://doi.org/10.1016/j.redeen.2016.04.001
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Li, K. J., & Li, X. (2020). COVID-19 Pandemic: Social Distancing, Public Policy, and Market Response. Social Science Research Network. https://doi.org/https://dx.doi.org/10.2139/ssrn.3593813
Liu, N., Huang, R., Baldacchino, T., Sud, A., Sud, K., Khadra, M., & Kim, J. (2020). Telehealth for noncritical patients with chronic diseases during the COVID-19 pandemic. Journal of Medical Internet Research, 22(8), 8–11. https://doi.org/10.2196/19493
Liu, W. K., Lee, Y. S., & Hung, L. M. (2017). The interrelationships among service quality, customer satisfaction, and customer loyalty: Examination of the fast-food industry. Journal of Foodservice Business Research, 20(2), 146–162. https://doi.org/10.1080/15378020.2016.1201644
Liu, Y., Segev, S., & Villar, M. E. (2017). Comparing two mechanisms for green consumption: cognitive-affect behavior vs. theory of reasoned action. Journal of Consumer Marketing. https://doi.org/Permanehttps://doi.org/10.1108/JCM-01-2016-1688
Marques, I. C. P., & Ferreira, J. J. M. (2020). Digital transformation in the area of health: systematic review of 45 years of evolution. Health and Technology, 10(3), 575–586. https://doi.org/10.1007/s12553-019-00402-8
Mi, C., Chang, F. K., Lin, C. T., & Chang, Y. H. (2018). The theory of reasoned action to CSR behavioral intentions: The role of CSR expected benefit, CSR expected effort and stakeholders. Sustainability (Switzerland), 10(12), 1–17. https://doi.org/10.3390/su10124462
Minh, N. V., & Huu, N. H. (2016). The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness, 8(2), 103–116. https://doi.org/10.7441/joc.2016.02.08
Mohd Paiz, N. A., Hareeza Ali, M., Rashid Abdullah, A., & Dato Mansor, Z. (2020). The Effects of Service Quality on Satisfaction and Purchase Intention in Mobile Commerce. International Journal of Business and Management, 15(4), 36. https://doi.org/10.5539/ijbm.v15n4p36
Müller, J., & Christandl, F. (2019). Content is king – But who is the king of kings? The effect of content marketing, sponsored content & user-generated content on brand responses. Computers in Human Behavior, 96(November 2018), 46–55. https://doi.org/10.1016/j.chb.2019.02.006
Novara, G., Checcucci, E., Crestani, A., Abrate, A., Esperto, F., Pavan, N., De Nunzio, C., Galfano, A., Giannarini, G., Gregori, A., Liguori, G., Bartoletti, R., Porpiglia, F., Scarpa, R. M., Simonato, A., Trombetta, C., Tubaro, A., & Ficarra, V. (2020). Telehealth in Urology: A Systematic Review of the Literature. How Much Can Telemedicine Be Useful During and After the COVID-19 Pandemic? European Urology. https://doi.org/10.1016/j.eururo.2020.06.025
Otieno, O. C., Liyala, S., Odongo, B. C., & Abeka, S. (2016). Theory of Reasoned Action as an Underpinning to Technological Innovation Adoption Studies. World Journal of Computer Application and Technology, 4(1), 1–7. https://doi.org/10.13189/wjcat.2016.040101
Parodi, S., Choucair, B., Young, S., Bellows, J., Grossman, D., & Liu, V. X. (2020). Kaiser Permanente’s System Capabilities to Suppress Covid-19 | Catalyst non-issue content. New England Journal of Medicine. https://doi.org/10.1056/CAT.20.0187
Pham, V. K., Nguyen, T. Le, Do, T. T. H., Tang, M. H., & Thu Hoai, H. Le. (2020). A Study on Switching Behavior Toward Online Shopping of Vietnamese Consumer During the Covid-19 Time. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3651300
Priyatno, D. (2013). Mandiri Belajar Analisis Data Dengan SPSS. Media Kom.
Ray Dorsey, E., & Topol, E. J. (2016). State of telehealth. New England Journal of Medicine, 375(2), 154–161. https://doi.org/10.1056/NEJMra1601705
Reeves, M., Carlsson-Szlezak, P., Whitaker, K., & Abraham, M. (2020). Sensing and Shaping the Post-COVID Era. Bcg, 1–9. https://bcghendersoninstitute.com/sensing-and-shaping-the-post-covid-era-c282cd227a4f
Seyyedamiri, N., & Tajrobehkar, L. (2019). Social content marketing, social media and product development process effectiveness in high-tech companies. International Journal of Emerging Markets. https://doi.org/10.1108/IJOEM-06-2018-0323
Sheth, J. (2020). Impact of Covid-19 on consumer behavior: Will the old habits return or die? Journal of Business Research, 117, 280–283. https://doi.org/10.1016/j.jbusres.2020.05.059
Smith, A. C., Thomas, E., Snoswell, C. L., Haydon, H., Mehrotra, A., Clemensen, J., & Caffery, L. J. (2020). Telehealth for global emergencies: Implications for coronavirus disease 2019 (COVID-19). Journal of Telemedicine and Telecare, 26(5), 309–313. https://doi.org/10.1177/1357633X20916567
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Published
2021-04-13
How to Cite
OYAGI, Shuka; DARMA, Gede Sri.
Digital Transformation of Medical Sector and Consumer Purchase Intention in New Normal Era.
Matrik : Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan, [S.l.], p. 36 - 51, apr. 2021.
ISSN 2302-8890.
Available at: <https://ojs.unud.ac.id/index.php/jmbk/article/view/68271>. Date accessed: 19 nov. 2024.
doi: https://doi.org/10.24843/MATRIK:JMBK.2021.v15.i01.p04.
Section
Articles
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
