User Satisfaction Assessment of the KlikDokter Application in Indonesia: An End-User Computing Satisfaction (EUCS) Approach

Abstract

KlikDokter is a digital health platform that provides online consultations with doctors, health articles, drug information, and e-commerce services for health products. Although the public’s demand for digital health services continues to grow, many users still feel dissatisfied with the KlikDokter application. This study aims to evaluate user satisfaction with the KlikDokter application using the End-User Computing Satisfaction (EUCS) approach. A descriptive quantitative method with a cross-sectional approach was used. The sample consisted of 392 respondents, and data were collected through an online questionnaire distributed via social media. Data analysis employed the Spearman Rank test with a 95% confidence level. The results showed that the majority of respondents were aged 18–25 years (55.1%), held a bachelor's degree (66.6%), and resided on the island of Java (51.8%). All EUCS dimensions—content (r=0.630), accuracy (r=0.634), format (r=0.654), ease of use (r=0.725), and timeliness (r=0.609)—had a highly significant relationship with user satisfaction (p=0.000). Overall, the KlikDokter application is recommended for conducting online consultations. However, in terms of timeliness, it is suggested that real-time support be improved through live chat features or more accessible customer service assistance.