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HOW SOCIAL MEDIA AND ONLINE REVIEWS AFFECT CUSTOMER TRUST AND WILLINGNESS TO PURCHASE HOSPITAL SERVICES

Jurnal Manajemen Terapan dan Keuangan · Vol. 15 No. 02 (2026) · pp. 646–660

DOI
10.22437/jmk.v15i02.55322
ISSN
2685-9424, 2252-8636
Published
2026-05-23
Publisher
Program Studi Manajemen Pemerintahan dan Keuangan Daerah Fakultas Ekonomi dan Bisnis Universitas Jambi
Language
en
License
creativecommons.org/licenses/by/4.0

Abstract

Abstract This study examines the effect of social media and online reviews on customer trust and willingness to buy healthcare services in Indonesia, with a focus on the effects of perceived utility, psychological risk, price, and time. A quantitative method was used with the Technology Acceptance Model (TAM) as a theoretical framework. Data were obtained from 187 respondents in JaBoDeTaBek using purposive sampling, and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that price, time, perceived psychological risk, and customer trust have a substantial effect on willingness to acquire hospital services through digital platforms. Perceived usefulness has no significant effect on willingness to purchase hospital services through digital platforms. The model accounts for 89.4% of the variance in willingness to purchase, indicating a significant predictive ability. The results indicate that hospitals should focus on trust-building, providing timely service information, and handling psychological issues through strategic digital communication to promote customer involvement in the digital healthcare era Keywords: Customer Trust, Willingness to Purchase, Perceived Usefulness, Perceived Psychological Risk.

Collaboration network of the authors

40 authors · 104 co-authorship links

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  • IPB University
  • Hasanuddin University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Muslich HidayatAffiliation unknown2
Mulyadi MulyadiAffiliation unknown2
Jenny DestinaAffiliation unknown2
Salmawati SalmawatiAffiliation unknown1
Novita AshariAffiliation unknown1
Fitriani MustaminAffiliation unknown1
Rasmida RazakAffiliation unknown1
Kusma HariyatiAffiliation unknown1
Nurmadinah NurmadinahAffiliation unknown1
Reshi HadriyahrahmadanaAffiliation unknown1
Riska Dami RistantoAffiliation unknown1
Arif DwinantoAffiliation unknown1
Nawassyarif NawassyarifAffiliation unknown1
Tessa HandraAffiliation unknown1
Husna Leila YusranAffiliation unknown1
Diwyacitta Belia RatnasetyaAffiliation unknown1
Muhammad GhafarAffiliation unknown1
Nila Mulia sariAffiliation unknown1
Novi KartinaAffiliation unknown1
Dessy Aswida FAffiliation unknown1
Mailatul IlmiAffiliation unknown1
Sastrawani SastrawaniAffiliation unknown1
Vina AmaliaAffiliation unknown1
Eko Prabowo HadisantosoAffiliation unknown1
Peggy NirwanjantiAffiliation unknown1
Ratu HusmiatiAffiliation unknown1
Firmansyah FirmansyahHasanuddin University1
Fathurrohman FathurrohmanAffiliation unknown1
Suparlan SuparlanAffiliation unknown1
Wuri WuryandaniAffiliation unknown1
Shakila Che DahalanAffiliation unknown1
Herwin HerwinAffiliation unknown1
Muhadiono MuhadionoAffiliation unknown1
Iwan HilwanIPB University1
Tuti SuartiniAffiliation unknown1
Pipih SuptijahIPB University1
Sugeng Heri SusenoIPB University1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/mankeu/oai, first harvested 6 Nov 2026, last seen 8 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">HOW SOCIAL MEDIA AND ONLINE REVIEWS AFFECT CUSTOMER TRUST AND WILLINGNESS TO PURCHASE HOSPITAL SERVICES</dc:title>
	<dc:creator xml:lang="en">Miyazi, Hafizhah Nur</dc:creator>
	<dc:creator xml:lang="en">Masnita, Yolanda</dc:creator>
	<dc:creator xml:lang="en">Kurniawati, Kurniawati</dc:creator>
	<dc:description xml:lang="en">Abstract
This study examines the effect of social media and online reviews on customer trust and willingness to buy healthcare services in Indonesia, with a focus on the effects of perceived utility, psychological risk, price, and time. A quantitative method was used with the Technology Acceptance Model (TAM) as a theoretical framework. Data were obtained from 187 respondents in JaBoDeTaBek using purposive sampling, and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that price, time, perceived psychological risk, and customer trust have a substantial effect on willingness to acquire hospital services through digital platforms. Perceived usefulness has no significant effect on willingness to purchase hospital services through digital platforms. The model accounts for 89.4% of the variance in willingness to purchase, indicating a significant predictive ability. The results indicate that hospitals should focus on trust-building, providing timely service information, and handling psychological issues through strategic digital communication to promote customer involvement in the digital healthcare era
 Keywords: Customer Trust, Willingness to Purchase, Perceived Usefulness, Perceived Psychological Risk.</dc:description>
	<dc:publisher xml:lang="en">Program Studi Manajemen Pemerintahan dan Keuangan Daerah Fakultas Ekonomi dan Bisnis Universitas Jambi</dc:publisher>
	<dc:date>2026-05-23</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://online-journal.unja.ac.id/mankeu/article/view/55322</dc:identifier>
	<dc:identifier>10.22437/jmk.v15i02.55322</dc:identifier>
	<dc:source xml:lang="en">Jurnal Manajemen Terapan dan Keuangan; Vol. 15 No. 02 (2026): Jurnal Manajemen Terapan dan Keuangan ; 646-660</dc:source>
	<dc:source>2685-9424</dc:source>
	<dc:source>2252-8636</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://online-journal.unja.ac.id/mankeu/article/view/55322/24321</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Hafizhah Nur Miyazi, Yolanda Masnita, Kurniawati Kurniawati</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>