Enabling Self-diagnosis Using Trusted Online Healthcare Platform: A Case Study from Alodokter

Indonesia consumers are showing increasing interest in health portal and application, due to rising health awareness and internet adoption. By utilizing health portal and application, people can reduce the number of visits to offline health facilities, thus, saving time and money. Although it has many benefits, the level of adoption of health applications and portals in Indonesia is relatively low. To address this knowledge gap, we conducted a case study of Alodokter, a digital platform providing healthcare information and services in Indonesia. Using the customer reviews in Alodokter apps and Google play, we examine factors that become the concern of customers when using Alodokter. Our findings show that there are factors influencing customers' attitude toward Alodokter: (1) ease of use, (2) usefulness, (3) trust, and (4) doctors and another contributors' attitude. Our approach confirms and proposes actionable prescriptions for a healthcare mobile application.