The Influence Of Telemedicine Usability On Patient Loyalty Mediated By Patients’ Trust And Satisfaction: A Study At Hospitals Of State-Owned Enterprises In Indonesia
DOI:
https://doi.org/10.31004/jptam.v6i1.3272Keywords:
Telemedicine, Telehealth, Kegunaan Telemedicine, Kegunaan yang Dirasakan, Kemudahan Penggunaan yang Dirasakan, Efektivitas yang Dirasakan, Keandalan yang Dirasakan, Kepuasan Pasien, Kepercayaan Pasien, Loyalitas PasienAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh penggunaan telemedicine rumah sakit terhadap loyalitas pasien yang dimediasi oleh kepercayaan pasien dan kepuasan pasien. Model penelitian ini diadopsi dari penelitian sebelumnya yang dilakukan di lingkungan rumah sakit, yang diuji secara empiris pada pengguna telemedicine rawat jalan di Rumah Sakit XYZ. Pengambilan data responden dilakukan secara purposive sampling dengan 165 responden yang memenuhi syarat. Pengumpulan data dilakukan melalui kuesioner dengan Skala Likert yang disebarkan secara online selama bulan September sampai dengan Oktober 2021, dan dianalisis lebih lanjut dengan PLS-SEM. Hasil penelitian ini menunjukkan bahwa penggunaan telemedicine memiliki pengaruh positif yang signifikan terhadap kedua variabel mediasi yaitu; kepercayaan pasien dan kepuasan pasien. Dari sepuluh hipotesis yang dikembangkan dalam penelitian ini, terdapat sembilan hipotesis yang berpengaruh positif signifikan terhadap variabel dependen loyalitas pasien yang dimediasi oleh variabel mediasi kepercayaan pasien dan kepuasan pasien. Perceived usefulness berpengaruh positif signifikan terhadap kepercayaan pasien, tetapi berpengaruh tidak signifikan terhadap kepuasan pasien. Persepsi kemudahan penggunaan, persepsi efektivitas, persepsi keandalan memiliki pengaruh positif yang signifikan terhadap kedua variabel mediasi kepercayaan pasien dan kepuasan pasien. Kepercayaan pasien dan kepuasan pasien berpengaruh positif signifikan terhadap loyalitas pasien. Model hasil ini memiliki akurasi prediksi yang besar sehingga perlu dikembangkan pada penelitian selanjutnya. Terdapat implikasi manajerial yang disarankan kepada manajemen rumah sakit dan rekomendasi untuk penelitian selanjutnya.
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