Analyzing Communication and Satisfaction in Mental Health Online Consults for Students

Authors

DOI:

https://doi.org/10.21111/ejoc.v9i1.11843

Keywords:

online consultation, mental health, digital application, communication consulting, application usability

Abstract

Online mental health consultation applications have become increasingly prevalent in Indonesia. Teenagers, including college students use these applications to communicate their problems and seek solutions. This study aims to describe final year students' experiences in using these applications. This study evaluates the effectiveness of an online mental health consultation service through the perceptions of 118 users, utilizing a Likert scale across three key dimensions: usefulness, usability, also integration and infrastructure. The findings indicate a generally positive reception of the service.  In the usefulness dimension, the service scored well in terms of meeting advertised expectations, maintaining consistent quality, fostering optimism, providing clarity on mental health issues, and making users feel at ease. The usability dimension highlighted the enjoyable nature of the application and its benefits, though it revealed a need for improvement in accessibility for users with disabilities. The integration and infrastructure dimension reflected positively on the service's intuitive design and user-friendliness, with high scores in data confidentiality, responsiveness of counsellors, clarity of communication, and effectiveness in addressing user issues. Users also expressed a willingness to reuse the service for future mental health needs, indicating its perceived value and reliability.  

References

Alexandro, R., & Antonio, F. (2021). Antesedent Dari Online Trust Serta Dampaknya Terhadap Willingness To Choose Konsultasi Online (Studi Empiris Pada Konsumen Aplikasi Layanan Kesehatan). Jurnal Manajemen Dan Administrasi Rumah Sakit Indonesia, 5(2), 6.

Althoff, T., Clark, K., & Leskovec, J. (2016). Large-scale Analysis of Counseling Conversations: An Application of Natural Language Processing to Mental Health. Transactions of the Association for Computational Linguistics, 4, 463–476. https://doi.org/10.1162/tacl_a_00111

Brown, J. S. L. (2018). Student mental health: some answers and more questions. Journal of Mental Health, 27(3), 193–196. https://doi.org/10.1080/09638237.2018.1470319

Chan, S., Torous, J., Hinton, L., & Yellowlees, P. (2015). Towards a Framework for Evaluating Mobile Mental Health Apps. Telemedicine and E-Health, 21(12), 1038–1041. https://doi.org/10.1089/tmj.2015.0002

Elias, H., Ping, W. S., & Abdullah, M. C. (2011). Stress and Academic Achievement among Undergraduate Students in Universiti Putra Malaysia. Procedia - Social and Behavioral Sciences, 29, 646–655. https://doi.org/https://doi.org/10.1016/j.sbspro.2011.11.288

Heffernan, O. S., Herzog, T. M., Schiralli, J. E., Hawke, L. D., Chaim, G., & Henderson, J. L. (2017). Implementation of a youth-adult partnership model in youth mental health systems research: Challenges and successes. Health Expectations, 20(6), 1183–1188. https://doi.org/https://doi.org/10.1111/hex.12554

Holtz, B. E., Kanthawala, S., Martin, K., Nelson, V., & Parrott, S. (2023). Young adults’ adoption and use of mental health apps: efficient, effective, but no replacement for in-person care. Journal of American College Health, 1–9. https://doi.org/10.1080/07448481.2023.2227727

Hsiao, C.-H., Chang, J.-J., & Tang, K.-Y. (2016). Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342–355. https://doi.org/https://doi.org/10.1016/j.tele.2015.08.014

Ismon, V. D., Martha, A. S. D., & Effendy, V. (2023). Pemodelan User Interface Media Informasi Kesehatan Mental untuk Segmen Usia Remaja ( 12-25 Tahun ) dengan Menggunakan Metode User Centered Design. 10(3), 3526–3534.

Kauer, S. D., Buhagiar, K., Blake, V., Cotton, S., & Sanci, L. (2017). Facilitating mental health help-seeking by young adults with a dedicated online program: A feasibility study of Link. BMJ Open, 7(7), 1–12. https://doi.org/10.1136/bmjopen-2016-015303

Kerns, S. E. U., Pullmann, M. D., Putnam, B., Buher, A., Holland, S., Berliner, L., Silverman, E., Payton, L., Fourre, L., Shogren, D., & Trupin, E. W. (2014). Child welfare and mental health: Facilitators of and barriers to connecting children and youths in out-of-home care with effective mental health treatment. Children and Youth Services Review, 46, 315–324. https://doi.org/https://doi.org/10.1016/j.childyouth.2014.09.013

Kumparan. (2019). 5 tempat curhat online. https://kumparan.com/berita-heboh/5-tempat-curhat-tentang-kesehatan-mental-secara-online-1s1llY4DDvl

Kurniawti, W., & Setyaningsih, R. (2020). Manajemen Stress Pada Mahasiswa Tingkat Akhir dalam Penyusunan Skripsi. Jurnal An-Nur: Kajian Pendidikan Dan Ilmu Keislaman, 5(3), 248–253.

Liu, J., & Gao, L. (2021). Analysis of topics and characteristics of user reviews on different online psychological counseling methods. International Journal of Medical Informatics, 147, 104367. https://doi.org/https://doi.org/10.1016/j.ijmedinf.2020.104367

McLafferty, M., Ward, C., Walsh, C. P., O’Neill, S., Bjourson, A. J., McHugh, R., Brown, N., McBride, L., Brady, J., & Murray, E. K. (2023). College Student Mental Health and Wellbeing Prior to and during the COVID-19 Pandemic. In Education Sciences (Vol. 13, Issue 11). https://doi.org/10.3390/educsci13111154

Mirawati, I., & Karimah, K. El. (2015). Pemanfaatan Media Digital Oleh Masyarakat Perdesaan di Kabupaten Sumedang Provinsi Jawa Barat.

Mirawati, I., Wirakusumah, T. K., Rahmawan, D., & Java, W. (2023). Exploring Students ’ Financial Willingness for Online Mental Health Counseling Services. International Journal of Membrane Science and Technology, 10(1), 667–673.

Moczko, T. R., Bugaj, T. J., Herzog, W., & Nikendei, C. (2016). Perceived stress at transition to workplace: a qualitative interview study exploring final-year medical students’ needs. Advances in Medical Education and Practice, 7(null), 15–27. https://doi.org/10.2147/AMEP.S94105

Nabila, & Sayekti, A. (2021). Manajemen Stres pada Mahasiswa dalam Penyusunan Skripsi di Institut Pertanian Bogor Stress Management for Undergraduate Students in Writing Thesis at IPB University. Jurnal Manajemen Dan Organisasi (JMO), 12(2), 156–165.

Ohk, K., Park, S.-B., & Hong, J.-W. (2015). The Influence of Perceived Usefulness, Perceived Ease of Use, Interactivity, and Ease of Navigation on Satisfaction in Mobile Application. 84(Business), 88–92. https://doi.org/10.14257/astl.2015.84.18

Panadero, E., García-Pérez, D., Fernández-Ruiz, J., & Sánchez-Centeno, H. (2020). A Transitional Year Level to Higher Education: Challenges, Experiences and Self-regulatory Strategies during the Final Year of the University Preparatory Level. Estudios Sobre Educación, 39, 109–133. https://doi.org/https://doi.org/10.15581/004.39.109-133

Prana, S. R. (2023). The maximization of Bamed Health Care social media marketing in the pandemic era. Jurnal Manajemen Komunikasi, 7(2), 157. https://doi.org/10.24198/jmk.v7i2.39162

Rahmah, A. F., Aknuranda, I., & Brata, K. C. (2020). Pengembangan Aplikasi Ojek Daring untuk Motor Ramah Difabel (Toradi) berbasis Android. … Informasi Dan Ilmu Komputer E-ISSN, 4(7), 1953–1960. https://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/7478%0Ahttp://j-ptiik.ub.ac.id/index.php/j-ptiik/article/download/7478/3558

Riama, C. O. (2021). Peran influencer dalam proses electronic word of mouth untuk meningkatkan persepsi merek. Jurnal Manajemen Komunikasi, 5(2), 156. https://doi.org/10.24198/jmk.v5i2.27628

Rifqi Atsani, M., & Anjari, G. T. (2023). Telemedicine Sebagai Platform Konsultasi Kesehatan Mental di Era Industri 4.0. Assertive: Islamic Counseling Journal, 02(1), 13–22.

Septyari, N. M., Adiputra, I. M. S., & Devhy, N. L. P. (2022). Tingkat Stres dan Mekanisme Koping Mahasiswa dalam Penyusunan Skripsi pada Masa Pandemi. Jurnal Akademika Baiturrahim Jambi, 11(1), 14. https://doi.org/10.36565/jab.v11i1.403

Wahyuni, S., & Setyowati, R. (2020). Gambaran Stress Mahasiswa Tingkat Akhir Dalam Penyusunan KTI Ditengah Wabah Covid 19 dan Sistem Lockdown yang Diberlakukan di Kampus Akper YPIB Majalengka. Jurnal Akper YPIB Majalengka, 6(12), 1–14. https://ejournal.akperypib.ac.id/wp-content/uploads/2020/08/MEDISINA-Jurnal-Keperawatan-dan-Kesehatan-AKPER-YPIB-MajalengkaVolume-VI-Nomor-12-Juli-2020.pdf

Yanti, A. D., & Lusiana, S. H. (2022). Aplikasi Kesehatan Online Sebagai Alternatif Media Konsultasi Bagi Para Penderita Kesehatan Mental. Seminar Nasional Ilmu Keperawatan, 442–449. https://proceeding.unesa.ac.id/index.php/sniis/article/download/95/80

Published

2024-06-28

Issue

Vol. 9 No. 1 (2024): ETTISAL : Journal of Communication (In Layout)

Section

Articles

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

In order to be accepted and published by Ettisal : Journal of Communication, author(s) submitting the article manuscript should complete all the review stages. By submitting the manuscript the author(s) agreed to these following terms:

1.   The copyright of received articles shall be assigned to [Ettisal : Journal of Communication] as the publisher of the journal. The intended copyright includes the right to publish articles in various forms (including reprints). [Ettisal : Journal of Communication] maintain the publishing rights to the published articles.

2.   Authors are permitted to disseminate published article by sharing the link/DOI of the article at [Ettisal : Journal of Communication]. authors are allowed to use their articles for any legal purposes deemed necessary without written permission from [Ettisal : Journal of Communication] with an acknowledgement of initial publication to this journal.

3.   Users/public use of this website will be licensed to CC BY-NC-SA (Attribution & Non-Commercial-ShareAlike)