Kepuasan pasien rawat jalan terhadap pelayanan telekonsultasi online di masa pandemi covid-19 dilihat dari segi keberlanjutan minat penggunaan = Influence of patient's satisfaction towards continuance usage intention on online teleconsultation application in covid-19 pandeic era

Widjaja, Caroline (2022) Kepuasan pasien rawat jalan terhadap pelayanan telekonsultasi online di masa pandemi covid-19 dilihat dari segi keberlanjutan minat penggunaan = Influence of patient's satisfaction towards continuance usage intention on online teleconsultation application in covid-19 pandeic era. Masters thesis, Universitas Pelita Harapan.

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Abstract

Selama masa pandemi COVID-19 aplikasi telekonsltasi online mulai semakin banyak dikenal dan digunakan oleh masyarakat untuk melakukan konsultasi mengenai masalah kesehatan. Sejauh ini, sudah banyak penelitian yang dilakukan terkait faktor-faktor yang dapat memengaruhi kepuasan pasien pada pelayanan telekonsultasi online dan minat untuk menggunakannya secara berkelanjutan, namun hasilnya masih terdapat kontroversi. Penelitian ini disusun dengan model hasil modifikasi dari penelitian terdahulu. Tujuan penelitian ini untuk menguji pengaruh dari system quality, trust in application,e-service quality, information quality, dan perceived usefulness terhadap patient satisfaction serta dampaknya pada continuance usage intention. PLS-SEM digunakan untuk menganalisis data ampiris yang diperoleh dengan purposive sampling didapatkan 161 responden yang memenuhi syarat melalui kuesioner yang didistribusikan secara online. Hasil penelitian menunjukkan bahwa dari kelima variabel independent, terdapat empat yang memiliki pengaruh positif dan signifikan terhadap patient satisfaction. Pengaruh yang paling kuat didapatkan dari e-service quality. Ditemukan dampak positif dan signifikan (p<0,005) dari patient satisfaction terhadap continuance usage intention, dengan demikian hasil penelitian ini mengkonfirmasi teori kupuasan pasien dalam layanan telekonsultasi online terhadap keberlanjutan minat penggunaan. Model penelitian ini memiliki weak predictive accuracy dengan medium predictive relevance, sehingga dapat dikembangkan pada peneliatian selanjutnya. Terdapat implikasi manajerial dari temuan penelitian ini serta rekomendari bagi penelitian selanjutnya. / During the COVID-19 pandemic, online teleconsultation applications began to be increasingly known and used by the public to help patients maintain their health. So far, there have been many studies conducted regarding the factors that can affect patient satisfaction with online teleconsultation services and interest in using them on an ongoing basis, but the results are still controversial. This study was structured using a modified model from the previous research. The purpose of this study was to examine the effect of system quality, trust in application, e-service quality, information quality, and perceived usefulness on patient satisfaction and their impact on continuance usage intention. PLS-SEM was used to analyze the empirical data obtained by purposive sampling, 161 respondents who met the requirements were obtained through a questionnaire distributed online. The results showed that from five independent variables, there were four that had a positive and significant effect on patient satisfaction. The strongest influence is obtained from e-service quality. It was found a positive and significant impact (p<0.005) of patient satisfaction on continuance usage intention, thus the results of this study confirm the theory of patient satisfaction in online teleconsultation services and the impact to continuance usage intention. This research model has weak predictive accuracy with medium predictive relevance, so it can be developed in further research. There are some managerial implications from this study as well as recommendations for future research.

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