Proceedings of the 3rd Jogjakarta Communication Conference (JCC 2021)

Online Communications in Medical Mobile Application: Customer Complaint’s Assertiveness During Covid-19 Pandemic

Authors
Kussusanti*, kussusanti@uai.ac.id
Department of Communication, Universitas Al Azhar Indonesia, Jakarta, Indonesia
Ruvira Arinditaruvira_arindita@uai.ac.id
Department of Communication, Universitas Al Azhar Indonesia, Jakarta, Indonesia
Gayatri Atmadigayatri@uai.ac.id
Department of Communication, Universitas Al Azhar Indonesia, Jakarta, Indonesia
Nursalsa Arifahnursalsaarifah@gmail.com
Department of Communication, Universitas Al Azhar Indonesia, Jakarta, Indonesia
Corresponding Author
Available Online 29 November 2021.
DOI
https://doi.org/10.2991/assehr.k.211121.012How to use a DOI?
Keywords
assertive communication; online communications; customer complaint behavior; mobile applications
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.

Copyright
© 2021 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

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Volume Title
Proceedings of the 3rd Jogjakarta Communication Conference (JCC 2021)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
29 November 2021
ISBN
978-94-6239-460-5
ISSN
2352-5398
DOI
https://doi.org/10.2991/assehr.k.211121.012How to use a DOI?
Copyright
© 2021 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Kussusanti
AU  - Ruvira Arindita
AU  - Gayatri Atmadi
AU  - Nursalsa Arifah
PY  - 2021
DA  - 2021/11/29
TI  - Online Communications in Medical Mobile Application: Customer Complaint’s Assertiveness During Covid-19 Pandemic
BT  - Proceedings of the 3rd Jogjakarta Communication Conference (JCC 2021)
PB  - Atlantis Press
SP  - 46
EP  - 51
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.211121.012
DO  - https://doi.org/10.2991/assehr.k.211121.012
ID  - 2021
ER  -