Comprehensive Literature Review : Analisis Persepsi Pasien dan Kualitas Layanan terhadap Inovasi Layanan Rumah Sakit melalui Telemedicine

Dewi Mariyam; Lilik  Kustiani; Estikowati

doi:10.56071/jemes.v8i1.1121

Dewi Mariyam Program Pascasarjana, Fakultas Ekonomi dan Bisnis, Universitas Merdeka Malang, Indonesia
Lilik Kustiani Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Merdeka Malang, Indonesia
Estikowati Program Diploma Kepariwisataan, Universitas Merdeka Malang, Indonesia

DOI: https://doi.org/10.56071/jemes.v8i1.1121

Keywords: Telemedicine, Service Quality, Patient Perception, Patient Satisfaction

Abstract

Telemedicine has become an important innovation in healthcare services, especially in increasing patient accessibility to medical services. This study aims to analyze patient perceptions and service quality towards the implementation of telemedicine in hospitals. The method used is a comprehensive literature review, by analyzing various academic literature that discusses patient perceptions, dimensions of service quality, and challenges in implementing telemedicine. This study focuses on five dimensions of service quality, namely assurance, assurance, physical evidence, empathy, and responsiveness, and how these aspects affect patient experience and satisfaction. The results of the analysis show that patient perceptions of telemedicine are highly dependent on technological fitness, ease of access, and trust in medical personnel who provide consultations. In addition, patients prioritize aspects of data security and diagnostic accuracy, which are key factors in accepting telemedicine as an alternative healthcare service. Although telemedicine provides benefits such as ease of access and time efficiency, this study also found several challenges in its implementation. The gap in digital infrastructure, limited technological literacy among patients, and the need for stronger regulations are the main obstacles that need to be overcome. Therefore, the development of telemedicine in hospitals must focus on improving service quality, educating patients, and policies that support service desires.

References

A’la, C. N. (2021). Pengaruh Persepsi Kemudahan Penggunaan, Efektivitas, Dan Risiko Terhadap Minat Bertransaksi Menggunakan Financial Technology (FINTECH) (Studi Pada Masyarakat Kota Medan). Universitas Islam Negeri Sumatera Utara Medan.

Adha, F. R., Sahria, Y., Febriani, N. I., Nurul Fauziah, R., Sa’adah, W., & Hidayati, A. (2023). Analisis Literatur Sistem Informasi Kesehatan (SIK): Tren, Tantangan, dan Manfaat dalam Peningkatan Pelayanan Kesehatan di Indonesia. Prosiding Seminar Nasional UNIMUS, 6, 928–942.

Angelopoulou, E., Kontaxopoulou, D., Fragkiadaki, S., Stanitsa, E., Pavlou, D., Papatriantafyllou, J., Koros, C., Dimovski, V., Šemrov, D., & Papageorgiou, S. G. (2024). Perceptions of Patients, Caregivers, and Healthcare Professionals toward Telemedicine Use for Cognitive and Movement Disorders in the Aegean Islands, Greece: A Pilot Study of the SI4CARE European Project. Geriatrics (Switzerland), 9(1). https://doi.org/10.3390/geriatrics9010003

Bashshur, R. L., Shannon, G., Krupinski, E. A., & Grigsby, J. (2013). Sustaining and realizing the promise of telemedicine. Telemedicine and E-Health, 19(5), 339–345. https://doi.org/10.1089/tmj.2012.0282

Budiman, S. V., Ratag, G. A. E., & Wahongan, G. J. P. (2023). Analisis Kualitatif Mengenai Persepsi dan Pengetahuan Masyarakat tentang Telemedicine. Medical Scope Journal, 4(2), 170–177. https://doi.org/10.35790/msj.v4i2.44858

Davis-Ajami, M. L., Lu, Z. K., & Wu, J. (2021). Telemedicine use in 2020 during the COVID-19 pandemic among community dwelling U.S. Medicare beneficiaries. Journal of Hospital Administration, 10(4), 32. https://doi.org/10.5430/jha.v10n4p32

Dhagarra, D., Goswami, M., & Kumar, G. (2020). Since January 2020 Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID- 19 . The COVID-19 resource centre is hosted on Elsevier Connect , the company ’ s public news and information . January.

Febia Manda, E., & Salim, R. (2021). Analysis of the Influence of Perceived Usefulness, Perceived Ease of Use and Attitude Toward Using Technology on Actual to Use Halodoc Application Using the Technology Acceptance Model (TAM) Method Approach. International Research Journal of Advanced Engineering and Science, 6(1), 135–140.

Hapsari, N. M., Prawiradilaga, R. R. S., & Muhardi, M. (2023). Pengaruh Persepsi Kemudahan, Persepsi Kebermanfaatan, dan Kualitas Informasi terhadap Minat Masyarakat Kota Bogor dalam Penggunaan Layanan Telemedicine (Studi Pada Pengguna Aplikasi Halodoc, Alodokter, Yesdok). Jurnal Nasional Manajemen Pemasaran & SDM, 4(3), 100–119. https://doi.org/10.47747/jnmpsdm.v4i3.1363

Joy Mon Pheno, & Venkatesh S. (2020). A Study on Patient Feedback About Telemedicine Using Whats App in a Private Hospital During Covid 19 Pandemic. Novateur Publications JournalNX - A Multidisciplinary Peer Reviewed Journal, 6(11), 227–233.

Kamal, S. A., Shafiq, M., & Kakria, P. (2020). Investigating acceptance of telemedicine services through an extended technology acceptance model (TAM). Technology in Society, 60(March 2019), 101212. https://doi.org/10.1016/j.techsoc.2019.101212

Majid, T. N., Prayoga, D., & Nashrullah, M. (2022). Kepuasan Pasien Terhadap Telemedicine Pada Pelayanan Kesehatan Selama Pandemi Covid-19: Literatur Review. PREPOTIF : Jurnal Kesehatan Masyarakat, 6(2), 1535–1546. https://doi.org/10.31004/prepotif.v6i2.4506

Nurmalia, V. D., & Wija, L. E. (2018). Pengaruh Persepsi Kemudahan Dan Persepsi Kemanfaatan Terhadap Minat Beli Secara Online. Jurnal Riset Manajemen Dan Bisnis, 13(1), 69. https://doi.org/10.21460/jrmb.2018.131.305

Ompusunggu, W. B., & Haryanto, H. (2023). Analysis of Factors Influencing Intention to Buy Shoes Products in Batam City with Brand Loyalty, Brand Equity, Brand Awareness and Perceived Quality Variables. Management Studies and Entrepreneurship Journal, 4(6), 8212–8224. http://journal.yrpipku.com/index.php/msej

Putra, R., Fadli, M., & Pratama, J. (2021). Kualitas pelayanan dan persepsi pasien terhadap telemedicine. Jurnal Kesehatan Masyarakat, 14(3), 157–164.

Qadri, Y. A., Nauman, A., Zikria, Y. Bin, Vasilakos, A. V., & Kim, S. W. (2020). The Future of Healthcare Internet of Things: A Survey of Emerging Technologies. IEEE Communications Surveys and Tutorials, 22(2), 1121–1167. https://doi.org/10.1109/COMST.2020.2973314

Rinaldi, A., & Santoso, S. B. (2018). ANALISIS PENGARUH KUALITAS INFORMASI, KUALITAS SISTEM DAN KUALITAS PELAYANAN TERHADAP MINAT BELI ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan Traveloka di Kota Semarang). Diponegoro Journal of Management, 7(2), 1–14. http://ejournal-s1.undip.ac.id/index.php/dbr

Saputra, D. A., & Dewi, R. K. (2022). Hubungan Kualitas Pelayanan Terhadap Kepuasan Pengguna Platform Telemedicine Halodoc Tahun 2022. Jurnal Rekam Medis & Manajemen Infomasi Kesehatan, 2(2), 1–16. https://doi.org/10.53416/jurmik.v2i2.103

Tjiptono. (2006). Manajemen Jasa. BPFE.

Wicaksono, A., & Setianto, B. (2022). Layanan Telemedicine Rumah Sakit Islam Surabaya sebagai Upaya dalam Menurunkan Kasus Covid 19. To Maega : Jurnal Pengabdian Masyarakat, 5(2), 292. https://doi.org/10.35914/tomaega.v5i2.1081

Williams, J. (2018). A Comprehensive Review of Seven Steps to a Comprehensive Literature Review. The Qualitative Report, 23(2), 345–349. https://doi.org/10.46743/2160-3715/2018.3374