ANALYSIS OF TELEMEDICINE-BASED SERVICES IMPLEMENTATION DURING PANDEMIC: A SINGLE CENTER STUDY
SAID MUNAZAR RAHMAT (2022) ANALYSIS OF TELEMEDICINE-BASED SERVICES IMPLEMENTATION DURING PANDEMIC: A SINGLE CENTER STUDY , TESIS, UNIVERSITAS PRIMA INDONESIA
ABSTRAK
Objective: The COVID-19 pandemic in 2020 requires health protocols to reduce the transmission rate. Telemedicine is one of the solutions to limit crowds in public area. In providing quality telemedicine services, hospitals must carry out good planning, execution and evaluation. Implementation analysis is part of the process.
Material & Methods: This study is a non-experimental quantitative with multivariate analysis and importance-performance analysis. This study aims to evaluate the use of telemedicine services, determine the service dimensions that most influence service user satisfaction, and determine the features that need to be maintained and features that need to be improved in telemedicine services. This research was conducted at RSIA Stella Maris Medan, involving 110 respondents.
Results: The results of the bivariate analysis show the expectation level of all service dimensions (reliability, assurance, tangible, empathy, and responsiveness) had a significant relationship to the satisfaction level (p<0.05). The assurance dimension has the highest contingency coefficient among the five dimensions. By using multivariate analysis, it was found that the virtual physical examination is the thing that most influences the assurance dimension satisfaction level. By using importance-performance analysis, information is obtained about features that must be maintained, features that are of top and low priority, and features that have the potential to be useless if developed.
Conclusion: The results of this study can be used as information and input for hospitals as a basis for policy making to improve service quality and maintain customer satisfaction and loyalty.
JURNAL
| KATEGORI JURNAL | Jurnal Internasional |
|---|---|
| TAHUN JURNAL | 2022 |
| VOLUME JURNAL | 2 |
| NOMOR JURNAL | 3 |
| NAMA PENERBIT | International Journal of Health and Pharmaceutical (IJHP) |
| NOMOR ISSN/ISBN | ISSN : 2808-845X |
| LAMAN PENERBIT (URL) | http://ijhp.net/index.php/IJHP |
| LAMAN ARTIKEL (URL) | http://ijhp.net/index.php/IJHP/article/view/54/77 |