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p-Index From 2021 - 2026
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This Author published in this journals
All Journal International Journal of Management Science and Information Technology (IJMSIT)
Yulbrin Manurung
Institut Bisnis dan Multimedia asmi
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Digital Patient Engagement through WhatsApp and Patient Loyalty: A Qualitative Case Study in Private Medical Practices in West Bandung, Indonesia Yulbrin Manurung; Ratnawati Prayogi; Auderey G.D Tangkudung
International Journal of Management Science and Information Technology Vol. 6 No. 1 (2026): January - June 2026
Publisher : Lembaga Komunitas Informasi Teknologi Aceh (KITA), Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/ijmsit.v6i1.6793

Abstract

The rapid development of digital communication technologies has significantly transformed interactions between healthcare providers and patients, creating new opportunities to strengthen patient engagement and improve healthcare service relationships. This study aims to explore how digital patient engagement through WhatsApp communication contributes to the development of patient loyalty in healthcare services. An intrinsic qualitative case study was conducted in two private medical practices in West Bandung Regency, Indonesia. Data were collected through in-depth interviews with 16 patients and 2 general practitioners, complemented by participant observation and document analysis of WhatsApp-based communications. The data were analyzed using thematic analysis to identify patterns and key themes related to digital communication, patient engagement, and loyalty. The findings reveal that WhatsApp facilitates clear, responsive, and personalized communication between physicians and patients, enhancing communication quality and patient satisfaction. These positive communication experiences strengthen patient trust in physicians’ competence, integrity, and benevolence, which subsequently contribute to patient loyalty. Patient loyalty was reflected in repeat visits, emotional attachment to physicians, and willingness to recommend healthcare services to others. The study identifies a relational pathway in which communication quality fosters satisfaction and trust, ultimately supporting the development of long-term patient loyalty. The study highlights the importance of integrating simple digital communication platforms in healthcare services to strengthen patient relationships and improve service sustainability in the digital era.
Co-Authors Auderey G.D Tangkudung Ratnawati Prayogi