Understanding e-Service Quality Dimension of Indonesian m-Health PeduliLindungi Mobile Apps with M-S-QUAL Framework

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.