The Factors that Affect Customer Experience Toward Continuance Intentions: M-Health in Indonesia During Covid-19

Abstract

In 2020 Covid-19 was spread all around the world it affects all the aspect in human life like: lock-down social distancing work from home (WFH) all the activity must done at home even people were not allowed to visits a doctors/ hospital Indonesia one of the severe case of corona virus one of the ways for people to maintained their health is by using m-health This study about customer experience when they using m-health using MACE (Mobile Application Customer Experience) Framework the out come from this study is user’s continuance intentions The research was conduct by spread the questionnaire to people in Indonesia who using m-health Total valid respondents are 443 random respondents The result showed there are three Hypothesis that were not supported: Health Concern and Perceived Usefulness Perceived Usefulness and Customer Experience and Environmental Turbulence and Continuance Intentions However researcher found from this study there are two direct significant effect to continuance intentions satisfaction customer experience and continuance intentions and trust to application and continuance intentions Some implications and limitations from this research will discuss

Date of Award	2021
Original language	English
Supervisor	Miin-Jye Wen (Supervisor)