Modeling User Satisfaction in the Alodokter Health Application Through IT-Driven User Engagement

This study presents a quantitative model to examine how IT-driven user engagement mediates the relationship between key technology factors and user satisfaction in the Alodokter health application. Grounded in the technology acceptance framework, the model incorporates performance expectancy, effort expectancy, and information quality as independent variables. A survey was conducted with 190 active users, and the collected data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Importance-Performance Map Analysis (IPMA) was also applied to identify critical system attributes for improvement. The results demonstrate that all three antecedents significantly influence user engagement, which subsequently exerts a strong positive effect on user satisfaction. Moreover, performance expectancy shows no direct effect on satisfaction, suggesting a complete mediation through engagement. These findings emphasize the critical role of interactive system design and high-quality information delivery in enhancing user satisfaction with mobile health technologies. The study provides actionable insights for developers and health IT service providers aiming to optimize user experience in digital healthcare environments.