Twitter Social Network Interaction As Customer Engagement In Competition For E-Commerce E-Health Performance In Indonesia
DOI:
https://doi.org/10.30587/jurnalmanajerial.v10i02.5279Keywords:
Customer, Engagement, E-Health, Social, Network, TwitterAbstract
Background – The presence of e-commerce e-health is a societal solution to health needs in the era pandemic. Social distancing rules cause considerable restrictions on community socialization, so they use social media alternatives to share experiences. That matter causes customers to talk about the performance of digital e-health services and create consumer engagement. Public opinion and ratings on social media become data information analyzed to improve service quality.
Aim – This study aims to identify customer conversations on Twitter about e-commerce e-health to see its performance and compare e-health results networks in Indonesia.
Design / methodology / approach – The research method in this study is the Social Network Analysis (SNA) approach and descriptive meaning to get the results of the formulated goals.
Findings – The results of this study showed that pre-pandemic e-health users in Indonesia were more dominant in utilizing psychologist and psychiatric consultations and buying easy and practical medicines. During the pandemic, customers more often used doctor consultations related to symptoms and treatment of Covid-19, drugs and vitamins for self-isolation, supported by online payments.
Research implication – This research contributes to e-health companies in Indonesia regarding suggestions for utilizing SNA through customer interaction on social media to improve the performance and competition of e-health services and determine superior strategies.
Limitations – This research explores data only from social media Twitter, based on the material for data visualization is only in text. The scope of the study is only in the health business, so it can further develop in other sectors.
References
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Abkenar, S. B., Kashani, M. H., Mahdipour, E., & Jameii, S. M. (2021). Big data analytics meets social media: A systematic review of techniques, open issues, and future directions. Telematics and Informatics, 57, 101517.
Agnihotri, R. (2020). Social media, customer engagement, and sales organizations: A research agenda. Industrial Marketing Management, 90(July), 291–299. https://doi.org/10.1016/j.indmarman.2020.07.017
Alamsyah, A., & Utami, A. (2018). Social network performance analysis and content engagement on Indonesia’s E-commerce: Case studies Tokopedia and Bukalapak. 2018 6th International Conference on Information and Communication Technology, ICoICT 2018, 0(c), 464–469. https://doi.org/10.1109/ICoICT.2018.8528729
Alonso, S. G., de la Torre Díez, I., & Zapiraín, B. G. (2019). Predictive, Personalized, Preventive and Participatory (4P) Medicine Applied to Telemedicine and eHealth in the Literature. Journal of Medical Systems, 43(5). https://doi.org/10.1007/s10916-019-1279-4
Alonso, S. G., Marques, G., Barrachina, I., Garcia-Zapirain, B., Arambarri, J., Salvador, J. C., & de la Torre Díez, I. (2021). Telemedicine and e-Health research solutions in literature for combatting COVID-19: a systematic review. Health and Technology, 11(2), 257–266. https://doi.org/10.1007/s12553-021-00529-7
Azad, S., & Devi, S. (2021). Tracking the spread of COVID-19 in India via social networks in the early phase of the pandemic. Journal of Travel Medicine, 27(8), 1–9. https://doi.org/10.1093/JTM/TAAA130
Bokolo, A. J. (2021). Application of telemedicine and eHealth technology for clinical services in response to the COVID‑19 pandemic. Health and Technology, 11(2), 359–366. https://doi.org/10.1007/s12553-020-00516-4
Carvalho, R. C. de, & Medeiros, D. D. de. (2021). Assessing quality of air transport service: a comparative analysis of two evaluation models. Current Issues in Tourism, 24(8), 1123–1138. https://doi.org/10.1080/13683500.2020.1765750
Chakraborty, I., Ilavarasan, P. V., & Edirippulige, S. (2021). Health-tech startups in healthcare service delivery: A scoping review. In Social Science and Medicine (Vol. 278). Elsevier Ltd. https://doi.org/10.1016/j.socscimed.2021.113949
Crico, C., Renzi, C., Graf, N., Buyx, A., Kondylakis, H., Koumakis, L., & Pravettoni, G. (2018). mHealth and telemedicine apps: in search of a common regulation. Ecancermedicalscience, 12.
Danarahmanto, P. A., Primiana, I., Azis, Y., & Kaltum, U. (2020). The sustainable performance of the digital start-up company based on customer participation, innovation, and business model. Business: Theory and Practice, 21(1), 115–124. https://doi.org/10.3846/btp.2020.11053
Daragmeh, A., Lentner, C., & Sági, J. (2021). FinTech payments in the era of COVID-19: Factors influencing behavioral intentions of “Generation X” in Hungary to use mobile payment. Journal of Behavioral and Experimental Finance, 32, 100574. https://doi.org/10.1016/j.jbef.2021.100574
de Oliveira Santini, F., Ladeira, W. J., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J. (2020). Customer engagement in social media: a framework and meta-analysis. Journal of the Academy of Marketing Science, 48(6), 1211–1228. https://doi.org/10.1007/s11747-020-00731-5
E-commerce, S. M. B. (2018). Social network analysis untuk analisa interaksi user dimedia sosial mengenai bisnis e-commerce. 2(2), 107–115.
Fayjaloun, R., Gehl, P., Auclair, S., Boulahya, F., Guérin-Marthe, S., & Roullé, A. (2021). Integrating strong-motion recordings and twitter data for a rapid shakemap of macroseismic intensity. International Journal of Disaster Risk Reduction, 52, 101927. https://doi.org/10.1016/j.ijdrr.2020.101927
Gucen, M. R., & Hamzah, H. (2020). Verbal Representation Analysis of Meaning in Gojek and Grab TV Commercials. English Language and Literature, 9(2), 349. https://doi.org/10.24036/ell.v9i3.113897
Hou, Z., Cui, F., Meng, Y., Lian, T., & Yu, C. (2019). Opinion mining from online travel reviews: A comparative analysis of Chinese major OTAs using semantic association analysis. Tourism Management, 74(March), 276–289. https://doi.org/10.1016/j.tourman.2019.03.009
Indriyarti, E. R., & Wibowo, S. (2020). Bisnis Kesehatan Berbasis Digital: Intensi Pengguna Aplikasi Digital Halodoc. Jurnal Pengabdian Dan Kewirausahaan, 4(2).
Kalumata, E. M., Waleleng, G. J., & Kalangi, J. S. (2021). PENGARUH PENGGUNAAN APLIKASI HALODOC TERHADAP PEMENUHAN KEBUTUHAN INFORMASI KESEHATAN di KELURAHAN PANIKI BAWAH KECAMATAN MAPANGET KOTA MANADO. ACTA DIURNA KOMUNIKASI, 3(4).
Lieharyani, D. C. U., & Ambarwati, R. (2022). Visualisasi Data Tweet di Sektor Pendidikan Tinggi Pada Saat Masa Pandemi. Building of Informatics …, 4(1), 116–123. https://doi.org/10.47065/bits.v4i1.1551
Maeder, A., Bidargaddi, N., & Williams, P. (2020). Contextualising Digital Health Contributions to Fighting the COVID-19 Pandemic. Journal of the International Society for Telemedicine and EHealth, 8, 1–5. https://doi.org/10.29086/jisfteh.8.e3
Mai, M., Leung, C. K., Choi, J. M. C., & Kwan, L. K. R. (2020). Big Data Analytics of Twitter Data and Its Application for Physician Assistants: Who Is Talking About Your Profession in Twitter? Studies in Big Data, 65, 17–32. https://doi.org/10.1007/978-3-030-32587-9_2
Mitei, E., & Ghanem, T. (2020). Leveraging Social Network Analysis to Explore Obesity Talks on Twitter. Proceedings - 2020 IEEE International Conference on Big Data, Big Data 2020, 3563–3572. https://doi.org/10.1109/BigData50022.2020.9377798
Mukherjee, K., & Banerjee, N. (2019). Social networking sites and customers’ attitude towards advertisements. Journal of Research in Interactive Marketing, 13(4), 477–491. https://doi.org/10.1108/JRIM-06-2018-0081
Muller, E., & Peres, R. (2019). The effect of social networks structure on innovation performance: A review and directions for research. International Journal of Research in Marketing, 36(1), 3–19. https://doi.org/10.1016/j.ijresmar.2018.05.003
Prabowo, N. (2021). Social Network Analysis for User Interaction Analysis on Social Media Regarding E-Commerce Business. IJIIS: International Journal of Informatics and Information Systems, 4(2), 95–102. https://doi.org/10.47738/ijiis.v4i2.106
Purba, J. T., Samuel, S., & Budiono, S. (2021). Collaboration of digital payment usage decision in COVID-19 pandemic situation: Evidence from Indonesia. International Journal of Data and Network Science, 5(4), 557–568. https://doi.org/10.5267/j.ijdns.2021.8.012
Saura, J. R., Reyes-Menéndez, A., Dematos, N., & Correia, M. B. (2021). Identifying startups business opportunities from ugc on twitter chatting: An exploratory analysis. Journal of Theoretical and Applied Electronic Commerce Research, 16(6), 1929–1944. https://doi.org/10.3390/jtaer16060108
Srinanda, D., Sisilia, K., & Perangingangin, Y. (2020). ANALISIS PROMOSI PENJUALAN GOPAY DENGAN MENGGUNAKAN SOCIAL NETWORK ANALYSIS DI MEDIA SOSIAL TWITTER. JOURNAL OF APPLIED BUSINESS ADMINISTRATION, 4(2), 163–170.
Surahman, M., Widiyasono, N., & Gunawan, R. (2021). ANALISIS USABILITY DAN USER EXPERIENCE APLIKASI KONSULTASI KESEHETAN ONLINE MENGGUNAKAN SYSTEM USABILITY SCALE DAN USER EXPERIENCE QUESTIONNAIRE. Jurnal Siliwangi Seri Sains Dan Teknologi, 7(1).
Suzuki, T., Hotta, J., Kuwabara, T., Yamashina, H., Ishikawa, T., Tani, Y., & Ogasawara, K. (2020). Possibility of introducing telemedicine services in Asian and African countries. Health Policy and Technology, 9(1), 13–22. https://doi.org/10.1016/j.hlpt.2020.01.006
Tebeje, T. H., & Klein, J. (2021). Applications of e-Health to Support Person-Centered Health Care at the Time of COVID-19 Pandemic. Telemedicine and E-Health, 27(2), 150–158. https://doi.org/10.1089/tmj.2020.0201
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Published
2023-06-01
How to Cite
Navisha, A. N., Ambarwati, R., & Hariasih, M. (2023). Twitter Social Network Interaction As Customer Engagement In Competition For E-Commerce E-Health Performance In Indonesia. Jurnal Manajerial, 10(02), 303–324. https://doi.org/10.30587/jurnalmanajerial.v10i02.5279
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P-ISSN: 2354-8592 __ E-ISSN: 2621-5055 
