Anteseden dari online patient experience serta dampaknya pada continue usage intention dan intention to recommend (studi pada pengguna aplikasi telemedisin rumah sakit swasta XYZ)

Cynthia, Cynthia (2023) Anteseden dari online patient experience serta dampaknya pada continue usage intention dan intention to recommend (studi pada pengguna aplikasi telemedisin rumah sakit swasta XYZ). Masters thesis, Universitas Pelita Harapan.

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Abstract

Pandemi Covid-19 mendorong rumah sakit untuk beradaptasi dengan menyediakan layanan telemedisin. Berbeda dengan telemedisin yang dikembangkan secara mandiri, telemedisin yang dimiliki rumah sakit memiliki sumber daya yang memadai. Namun, belum banyak penelitian yang dilakukan terhadap pengalaman konsultasi online pasien pada aplikasi telemedisin rumah sakit. Oleh karena itu, penelitian ini mencoba menganalisis faktor-faktor yang dapat mempengaruhi Online Patient Experience (OPX) dan menilai dampaknya terhadap Continue Usage Intention (CUI) dan Intention to Recommend (ITR). Variabel bebas yang menjadi anteseden OPX adalah Professional Knowledge (PKL), Physician Rank (PRK), Physician Image (PIM), Response Speed (RSP), Service Commitment (SCM), Service Attitude (SAT), dan Communication Efforts (CEF). Penelitian ini merupakan survei kuantitatif dengan pengambilan data metode cross sectional yang diperoleh dengan instrumen kuesioner. Responden dipilih secara purposive sampling yaitu mereka yang pernah melakukan konsultasi online pada aplikasi telemedisin yang dikelola oleh grup rumah sakit besar di Jakarta. Ditemukan 172 responden yang memenuhi syarat dalam penelitian. Temuan menunjukkan bahwa semua anteseden yang diteliti memiliki hubungan yang menguntungkan dan signifikan dengan OPX (nilai p < 0,05). Hasil penelitian menemukan bahwa RSP (β = 0,317), SCM (β = 0,216), dan PIM (β = 0,186) merupakan tiga konstruk yang berperan dominan. Studi ini menyimpulkan bahwa penting untuk menciptakan pengalaman konsultasi online yang positif agar pasien dapat terus menggunakan layanan telekonsultasi dan merekomendasikannya kepada orang lain. / Hospitals had to adjust by offering telemedicine services in response to the Covid- 19 outbreak. In contrast to telemedicine, which is developed independently, telemedicine owned by hospitals used to have adequate resources. However, not many studies have been conducted to capture online patient experience from hospital telemedicine services. Therefore, this study attempts to analyze factors that can affect Online Patient Experience (OPX) and assess the impact on Continue Usage Intention (CUI) and Intention to Recommend (ITR). The independent variables that become the antecedents of OPX are Professional Knowledge (PKL), Physician Rank (PRK), Physician Image (PIM), Response Speed (RSP), Service Commitment (SCM), Service Attitude (SAT), and Communication Efforts (CEF). This study is a quantitative survey with cross- sectional data obtained by questionnaire instrument. Respondents were taken purposively, from those who have received services from telemedicine managed by a large hospital group in Jakarta.It was found 172 eligible respondents in the study. The result indicates that all the antecedents studied had a positive and significant relation (p-value < 0,05) with OPX. The results found that RSP (β = 0.317), SCM (β = 0.216), and PIM (β = 0,186) are the three constructs that play the dominant role. This study concludes that it is important to create a positive online patient experience so that patients can continue to use teleconsultation services and recommend them to others.

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