Penerimaan Pelanggan Terhadap Implementasi Sistem Pendaftaran Online Versi 2.0 Berdasarkan Technology Acceptance Model (TAM) 3 di RSAB Harapan Kita

IRMA JULIASARI, dr. Lutfan Lazuardi,M.Kes,PhD; Dr. dr. Rina K. Kusumaratna,M.Kes

2022 | Tesis | MAGISTER ILMU KESEHATAN MASYARAKAT

Latar belakang: Implementasi sistem pendaftaran online berbasis web di RSAB Harapan Kita mempertimbangkan kemudahan dan kenyamanan pelanggan dalam menggunakannya. Namun demikian belum tentu sesuai dengan keinginan dan harapan dari pelanggan. Karena itu dirasakan perlu untuk mendapatkan umpan balik dari pelanggan terhadap Sistem Pendaftaran Online. Tujuan penelitian untuk mengevaluasi implementasi Sistem Pendaftaran Online Versi 2.0 di RSAB Harapan Kita. Metode: Penelitian kuantitatif dengan data primer berdasarkan pada Technology Acceptance Model (TAM) 3. Penelitian observasional analitik dengan survei crosssectional terhadap 366 orang pelanggan rawat jalan. Data dianalisa secara univariat dengan SPSS 28.0 dan multivariat dengan Structural Equation Modelling (SEM) – SMARTPLS 3.0 Hasil Penelitian: Sebagian besar responden (93,4%) menyatakan ingin menggunakan pendaftaran online dan 86,9% sudah menggunakan. Semua variabel kecuali computer playfulness, memiliki pengaruh signifikan positif (p-Value < 0,05) terhadap variabel dependennya. Pengaruh tidak langsung Subjective Norm terhadap Use Behavior melalui Behavioral Intention to Use memiliki koefisien jalur terbesar (0,149) sehingga menjadi prioritas untuk diintervensi dalam rangka quality improvement sistem pendaftaran online. Selanjutnya pengaruh Perceived Ease of Use terhadap Use Behavior melalui Perceived Usefulness dan Behavioral Intention to Use (0,081) menjadi prioritas kedua. Kesimpulan : Keinginan untuk menggunakan aplikasi pendaftaran online tidak membuat pelanggan langsung menggunakannya. Kendala-kendala dalam penggunaannya menjadi faktor yang berperan. Subjective Norm dan Perceived Ease of Use mempunyai pengaruh tidak langsung yang besar terhadap Use Behavior sehingga menjadi prioritas utama intervensi manajemen untuk meningkatkan penggunaan aplikasi pendaftaran online RSAB Harapan Kita.

Background: The implementation of a web-based online registration system at RSAB Harapan Kita Hospital regard on the convenience and comfort of customers in using it. However, it is not always appropriate with the expectations of customers. Because of that it is felt necessary to get feedback from customers on the Online Registration System. The objective was to evaluate the implementation of the Online Registration System Version 2.0 at RSAB Harapan Kita Hospital. Methods: Quantitative research using primary data based on the Technology Acceptance Model (TAM) 3. Observational analytic study using a cross-sectional survey of 366 outpatient customers. Data were analyzed univariately with SPSS 28.0 and multivariately with Structural Equation Modeling (SEM) – SMARTPLS 3.0 Results and Discussion: Most of the respondents (93.4%) said they wanted to use online registration and 86.9% had already used it. All variables except computer playfulness, have a positive significant effect (p-Value <0.05) on the dependent variable. The indirect effect of Subjective Norm on Use Behavior through Behavioral Intention to Use has the largest path coefficient (0.149) so that it becomes a priority for intervention in the framework of quality improvement of the online registration system. Furthermore, the influence of Perceived Ease of Use on Use Behavior through Perceived Usefulness and Behavioral Intention to Use (0.081) is the second priority. Conclusion: The intention to use an online registration application does not make customers immediately use it. Obstacles in its use are factors that play a role. Subjective Norms and Perceived Ease of Use have a large indirect influence on Use Behavior so that they become a top priority for management intervention to increase the use of the RSAB Harapan Kita online registration application.

Kata Kunci : Pendaftaran online, Technology Acceptance Model (TAM) 3, persepsi, Online registration, Technology Acceptance Model (TAM) 3, perception