Analysis of Service Quality Towards Patient Satisfaction (Comparative Study of Patients Using Telemedicine Application and Face to Face Consultation in Healthcare)
##plugins.themes.bootstrap3.article.main##
The world today knows the use of technology in more areas of life than ever. The invention of health technology enables health workers to utilize telecommunication devices in delivering care, easing access to healthcare anywhere, anytime. Telemedicine Application is one of the rapidly developing health applications in Indonesia. This study aimed to analyze the association between quality of services, including tangibility, reliability, responsiveness, assurance, and empathy, and patient satisfaction in Telemedicine Application users compared to conventional health services (face-to-face). Primary data were obtained from 100 respondents who had received healthcare either from Telemedicine Application or face-to-face (conventional) throughout 2019. Data analysis used path analysis and the Wilcoxon test. This study found that service quality, both in Telemedicine Application and conventional care, influenced patient satisfaction. In subjects using Telemedicine Application, reliability and responsiveness did not significantly influence patient satisfaction. Whereas in patients receiving conventional care, tangibility, responsiveness, and empathy were not significantly influential to patient satisfaction. Conventional patient satisfaction is significantly higher compared to Telemedicine Application patient satisfaction.
Downloads
References
-
Silva, B. M., Rodrigues, J. J., de la Torre Díez, I., López-Coronado, M., & Saleem, K. (2015). Mobile-health: A review of current state in 2015. Journal of Biomedical Informatics, 56, 265-272.
Google Scholar
1
-
Wallace, S., Clark, M., & White, J. (2012). ‘It's on my iPhone’: attitudes to the use of mobile computing devices in medical education, a mixed-methods study. BMJ open, 2(4), e001099.
Google Scholar
2
-
Hilmy, S., & Demi, S. (2019). Doctor at your Fingertips. Diakses melalui https://lup.lub.lu.se/student-papers/search/publication/8981234.
Google Scholar
3
-
Santoso, B. S., Rahmah, M., Setiasari, T., & Sularsih, P. (2015). Perkembangan Dan Masa Depan Telemedika Di Indonesia. National Coference on Information Technology and Technical enginee-ring (CITEE).
Google Scholar
4
-
Indonesia, MenKes. (2019). Peraturan Menteri Kesehatan Republik Indonesia Nomor 20 Tahun 2019 tentang Telemedicine. Jakarta: Menteri Kesehatan Indonesia.
Google Scholar
5
-
Nordal, E. J., Moseng, D., Kvammen, B., & Løchen, M. L. (2001). A comparative study of teleconsultations versus face-to-face consultations. Journal of Telemedicine and Telecare, 7(5), 257-265.
Google Scholar
6
-
Grant, L. A., Rockwood, T., & Stennes, L. (2015). Client satisfaction with telehealth services in home health care agencies. Journal of telemedicine and telecare, 21(2), 88-92.
Google Scholar
7
-
Polinski, J. M., Barker, T., Gagliano, N., Sussman, A., Brennan, T. A., & Shrank, W. H. (2016). Patients’ satisfaction with and preference for telehealth visits. Journal of general internal medicine, 31(3), 269-275.
Google Scholar
8
-
Konsil Kedokteran Indonesia. (2018). Kebijakan Kementrian Kesehatan Dalam Pengaturan Dokter & Dokter Gigi di Era Global. Diakses melalui http://www.kki.go.id/assets/data/menu/Kemenkes_RI_-_Slamet_MEA_Makassar_23_April_18.pdf.
Google Scholar
9
-
Tjiptono, F., Chandra, G. (2016), Service, Quality dan Satisfaction. Yogyakarta: Penerbit Andi.
Google Scholar
10
-
Choudhury, K. (2013). Service quality and customers’ purchase intentions: an empirical study of the Indian banking sector. International Journal of Bank Marketing, 31(7), 529-543.
Google Scholar
11
-
Nekoei-Moghadam, M., & Amiresmaili, M. (2011). Hospital services quality assessment: Hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. International journal of health care quality assurance, 24(1), 57-66.
Google Scholar
12
-
Kansra, P., & Jha, A. K. (2016). Measuring service quality in Indian hospitals: an analysis of SERVQUAL model. International Journal of Services and Operations Management, 24(1), 1.
Google Scholar
13
-
Ndubisi, N. O., & Nataraajan, R. (2018). Customer satisfaction, Confucian dynamism, and long‐term oriented marketing relationship: A threefold empirical analysis. Psychology & Marketing, 35(6), 477-487.
Google Scholar
14
-
de Oña, J., de Oña, R., Eboli, L., Forciniti, C., & Mazzulla, G. (2016). Transit passengers’ behavioural intentions: The Influence of Service Quality and Customer Satisfaction. Transportmetrica A: Transport Science, 12(5), 385-412.
Google Scholar
15
-
Dobrzykowski, D. D., Callaway, S. K. Vonderembse, M. A. (2015). Examining pathways from innovation orientation to patient satisfaction: A relational view of healthcare delivery. Decision Sciences, 46(5), 863-899.
Google Scholar
16
-
Wu, H. C., Li, T., & Li, M. Y. (2016). A study of behavioral intentions, patient satisfaction, perceived value, patient trust and experiential quality for medical tourists. Journal of Quality Assurance in Hospitality & Tourism, 17(2), 114-150.
Google Scholar
17
-
Garcia, R., Olayele, A., & Han, W. (2017). Defining dimensions of patient satisfaction with telemedicine: An analysis of existing measurement instruments. In Proceedings of the 50th Hawaii international conference on system sciences.
Google Scholar
18
-
Lu, W., & Sun, D. (2018). The Patient’s Satisfaction and Influencing Factors in Remote Consultation. 2018 2nd International Conference on Social Sciences, Arts and Humanities (SSAH 2018).
Google Scholar
19
-
Pouragha, B., & Zarei, E. (2016). The effect of outpatient service quality on patient satisfaction in teaching hospitals in Iran. Materia socio-medica, 28(1), 21.
Google Scholar
20
-
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M. M., & Amenta, P. (2016). Determinants of patient satisfaction: a systematic review. Perspectives in public health, 137(2), 89-101.
Google Scholar
21
-
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261-269.
Google Scholar
22
-
Nordal, E. J., Moseng, D., Kvammen, B., & Løchen, M. L. (2001). A comparative study of teleconsultations versus face-to-face consultations. Journal of Telemedicine and Telecare, 7(5), 257-265.
Google Scholar
23
-
Grant, L. A., Rockwood, T., & Stennes, L. (2015). Client satisfaction with telehealth services in home health care agencies. Journal of telemedicine and telecare, 21(2), 88-92.
Google Scholar
24
-
Polinski, J. M., Barker, T., Gagliano, N., Sussman, A., Brennan, T. A., & Shrank, W. H. (2016). Patients’ satisfaction with and preference for telehealth visits. Journal of general internal medicine, 31(3), 269-275.
Google Scholar
25