Prodia: disruption in clinical laboratory service system

  • Dewita Narolita Universitas Pendidikan Nasional, Denpasar, Indonesia
  • Gede Sri Darma Universitas Pendidikan Nasional, Denpasar, Indonesia
Keywords: customer response, digital services, disruption, industrial revolution 4.0, prodia


The industrial revolution 4.0 has caused disruption in the health care system. The traditional service system into a digital-based service system has shifted slowly. Prodia as the largest laboratory in Indonesia has implemented digital services in an effort to provide the best service for customers and increase customer satisfaction. Digital services developed by Prodia include online results, online order, chatbots, and Prodia mobile apps. This study aims to determine the customer’s response to Prodia’s digital services and obtain feedback from customers to the digital services currently applied. The methodology used is a qualitative method with a case study approach and descriptively analyzed. The results showed that patients gave positive responses to Prodia’s digital services. Some suggestions submitted by customers, including online consultations, online doctor information, added excellence in the application of artificial intelligence, and several policies for patients who already use digital services.


Download data is not yet available.


Adnyasuari, P. A. S., & Darma, G. S. (2017). Technology Acceptance Model and E-Satisfaction in Mobile Banking. Jurnal Manajemen dan Bisnis, 14(2), 1-12.

Althuizen, N. (2018). Using structural technology acceptance models to segment intended users of a new technology: Propositions and an empirical illustration. Information Systems Journal, 28(5), 879-904.

Barrett, M., Davidson, E., Prabhu, J., & Vargo, S. L. (2015). Service innovation in the digital age: key contributions and future directions. MIS quarterly, 39(1), 135-154.

Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.

Darma, G. S. (2018). Seuntai Pesan, Menjawab Zaman.

Darma, G. S. (2019). Kacamata Media, Kesuksesan Bersyarat.

Darma, G. S., Apollo, A., Rusmanda, G., & Umar, Y. (2019). Digital Education 4.0.

Dewanto, W., Mulyaningsih, H.D., Permatasari, A., Anggadwita, G., & Ameka, I. (2014). Manajemen Inovasi. Yogyakarta, Indonesia : Andi Offset

Dewi, M. V. K., & Darma, G. S. (2019). The Role of Marketing & Competitive Intelligence In Industrial Revolution 4.0. Jurnal Manajemen dan Bisnis, 16(1), 1-12.

Dhawan, A. P., Heetderks, W. J., Pavel, M., Acharya, S., Akay, M., Mairal, A., ... & Gerber, M. (2015). Current and future challenges in point-of-care technologies: A paradigm-shift in affordable global healthcare with personalized and preventive medicine. IEEE journal of translational engineering in health and medicine, 3, 1-10.

Ding, Y., & Keh, H. T. (2016). A re-examination of service standardization versus customization from the consumer’s perspective. Journal of Services Marketing, 30(1), 16-28.

Ford, G., Compton, M., Millett, G., & Tzortzis, A. (2017). The role of digital disruption in healthcare service innovation. In Service Business Model Innovation in Healthcare and Hospital Management (pp. 57-70). Springer, Cham.

Hamdan, H. (2018). Industri 4.0: pengaruh revolusi industri pada kewirausahaan demi kemandirian ekonomi. jurnal nusantara aplikasi manajemen bisnis, 3(2), 1-8.

Hendhana, S., & Darma, G. S. (2017). Service Quality Rumah Sakit dan Efeknya terhadap Patient Satisfaction, Perceived Value, Trust, dan Behavioral Intention. Jurnal Manajemen dan Bisnis, 14(1), 37-55.

Indrawati, P. (2015). Metode Penelitian Manajemen dan Bisnis. Bandung: PT Refika Aditama.

Jung, C., & Padman, R. (2015). Disruptive digital innovation in healthcare delivery: the case for patient portals and online clinical consultations. In The Handbook of Service Innovation (pp. 297-318). Springer, London.

Kasali, R. (2017). Disruption: Menghadapi lawan-lawan tak Kelihatan dalam Peradaban Uber. Jakarta: Gramedia.

Kepmenkes RI. (2003). Kepmenkes RI Nomor 364/MENKES/SK/III/2003 tentang Laboratorium Kesehatan.

Kim, K. H., Kim, K. J., Lee, D. H., & Kim, M. G. (2019). Identification of critical quality dimensions for continuance intention in mHealth services: Case study of onecare service. International Journal of Information Management, 46, 187-197.

King, A. A., & Baatartogtokh, B. (2015). How useful is the theory of disruptive innovation?. MIT Sloan Management Review, 57(1), 77.

Scott Kruse, C., Karem, P., Shifflett, K., Vegi, L., Ravi, K., & Brooks, M. (2018). Evaluating barriers to adopting telemedicine worldwide: A systematic review. Journal of telemedicine and telecare, 24(1), 4-12.

Lehrer, C., Wieneke, A., vom Brocke, J., Jung, R., & Seidel, S. (2018). How big data analytics enables service innovation: materiality, affordance, and the individualization of service. Journal of Management Information Systems, 35(2), 424-460.

Lu, Y., Papagiannidis, S., & Alamanos, E. (2019). Exploring the emotional antecedents and outcomes of technology acceptance. Computers in Human Behavior, 90, 153-169.

McLoughlin, I. P., Garrety, K., & Wilson, R. (2017). The digitalization of healthcare: Electronic records and the disruption of moral orders. Oxford University Press.

Nolte, E. (2018). How do we ensure that innovation in health service delivery and organization is implemented, sustained and spread?. World Health Organization.

Peraturan Pemerintah Republik Indonesia. (2016). Peraturan Pemerintah Republik Indonesia Nomor 47.

Rafaeli, A., Altman, D., Gremler, D. D., Huang, M. H., Grewal, D., Iyer, B., ... & de Ruyter, K. (2017). The future of frontline research: invited commentaries. Journal of Service Research, 20(1), 91-99.

Rahimi, B., Nadri, H., Afshar, H. L., & Timpka, T. (2018). A systematic review of the technology acceptance model in health informatics. Applied clinical informatics, 9(03), 604-634.

Samuelsson, P., Witell, L., Gottfridsson, P., & Elg, M. (2019). Incremental and radical service innovation in Healthcare. In Handbook of Service Science, Volume II (pp. 619-638). Springer, Cham.

Setyawati, T., & Darma, G. S. (2018). Efektifkah Experiential Marketing di Sebuah Rumah Sakit?. Jurnal Manajemen dan Bisnis, 15(1), 160-175.

Storey, C., Cankurtaran, P., Papastathopoulou, P., & Hultink, E. J. (2016). Success factors for service innovation: A meta‐analysis. Journal of Product Innovation Management, 33(5), 527-548.

Taherdoost, H. (2018). Development of an adoption model to assess user acceptance of e-service technology: E-Service Technology Acceptance Model. Behaviour & Information Technology, 37(2), 173-197.

Taherdoost, H. (2019). Importance of Technology Acceptance Assessment for Successful Implementation and Development of New Technologies. Global Journal of Engineering Sciences, 1(3).

Tjandrawinata, R. R. (2016). Industri 4.0: Revolusi industri abad ini dan pengaruhnya pada bidang kesehatan dan bioteknologi. Jurnal Medicinus, 29(1).

Um, K. H., & Lau, A. K. (2018). Healthcare service failure: how dissatisfied patients respond to poor service quality. International Journal of Operations & Production Management, 38(5), 1245-1270.

Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018). Brave new world: service robots in the frontline. Journal of Service Management, 29(5), 907-931.

Yoon, S. N., & Lee, D. (2019). Artificial intelligence and robots in healthcare: What are the success factors for technology-based service encounters?. International Journal of Healthcare Management, 12(3), 218-225.

Sari, P. R. J., Wisudawati, N. N. S., & Yulianti, N. M. D. R. (2019). Selfie tourism promotion to support innovative tourism in the era of disruption. International Research Journal of Management, IT and Social Sciences, 6(6), 172-177.

Yoga, I. M. S., Korry, N. P. D. P., & Yulianti, N. M. D. R. (2019). Information technology adoption on digital marketing communication channel. International Journal of Social Sciences and Humanities, 3(2), 95-104.

Sari, P. R. J. (2019). Digital marketing as promotion on Bali jeep adventure products. International Research Journal of Management, IT and Social Sciences, 6(5), 204-209.

Suryanata, I. G. N. P., & Pemayun, A. G. P. (2018). Sustainable tourism creation as core economy facing the industrial revolution challenges. International Journal of Social Sciences and Humanities, 2(2), 279-291.

How to Cite
Narolita, D., & Darma, G. S. (2020). Prodia: disruption in clinical laboratory service system. International Research Journal of Management, IT and Social Sciences, 7(1), 9-18.
Research Articles