Pengaruh Layanan Poliklinik Online Telemedicine Terhadap Kepuasan Pasien Di Rumah Sakit Khusus Kelas A Jakarta

Taupik Nurrohman; Ratna  Indrawati

Authors

Taupik Nurrohman, universitas Esa Unggul, Indonesia
Ratna Indrawati, Universitas Esa Unggul, Indonesia

Keywords:

Telemedicine, Harapan, Kinerja, Loyalitas, Kepuasan Pasien

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh pelayanan telemedicine poliklinik online terhadap kepuasan pasien di Rumah Sakit Khusus Kelas A Jakarta yang dilakukan dengan cara survei pada bulan April 2023 kepada pasien-pasien poliklinik online. Model penelitian menerapkan dari penelitian sebelumnya dengan menambahkan variabel loyalitas, pengambilan data responden dilakukan secara purposive sampling dengan responden 189 pasien Poliklinik online. Setelah data terkumpul maka diolah dengan metode Structural Equation Modelling (SEM) yang menggunakan software aplikasi SmartPLS. Beberapa temuan dalam penelitian ini bahwa penggunaan telemedicine memiliki pengaruh positif terhadap variabel Harapan (Expectation), Diskonfirmasi (Disconfirmation), Kinerja (Performance), Kesenangan (Enjoyment) yang berkontribusi untuk memprediksi Kepuasan (Satisfaction) pasien pada poliklinik online. Dari 9 Hipotesis yang dikembangkan semua hipotesis berpengaruh positif. Model hasil ini memiliki akurasi yang besar sehingga perlu dikembangkan pada penelitian. Terdapat rekomendasi yang menyarankan kepada manajemen rumah sakit dan rekomendasi untuk penelitian selanjutnya.

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