Research Article
Consumer Satisfaction in Online Counseling Service Users at Psychological Service Providers
@INPROCEEDINGS{10.4108/eai.2-11-2024.2354580, author={Fidia Oktarisa and Dicky Listin Quarta and Nora Afnita}, title={Consumer Satisfaction in Online Counseling Service Users at Psychological Service Providers}, proceedings={Proceedings of the 3rd International Conference on Psychology and Health Issues, ICoPHI 2024, 2 November 2024, Padang, West Sumatera, Indonesia}, publisher={EAI}, proceedings_a={ICOPHI}, year={2025}, month={2}, keywords={consumer satisfaction online counseling psychological service providers}, doi={10.4108/eai.2-11-2024.2354580} }- Fidia Oktarisa
Dicky Listin Quarta
Nora Afnita
Year: 2025
Consumer Satisfaction in Online Counseling Service Users at Psychological Service Providers
ICOPHI
EAI
DOI: 10.4108/eai.2-11-2024.2354580
Abstract
Psychological service providers need to explore consumer satisfaction with online counseling services in order to have a reference to improve the quality of their services. This study aims to obtain an overview of consumer satisfaction with online counseling services at psychology service providers in one of the cities in West Sumatra. The research participants consisted of 56 consumers selected by purposive sampling. The type of mixed method research with an explanatory sequential design approach. The aim is to clarify and confirm the quantitative findings of the study supported by qualitative data. The results of the study showed that the category of consumer satisfaction was in the very satisfied category. The main determinants of consumer satisfaction come from the responsiveness, reliability, empathy, and assurance provided by the provider. Qualitative explanations strengthen the results of the study that consumers are very satisfied with the online counseling services provided by the provider.
