TINGKAT KEPUASAN PASIEN TERHADAP LAYANAN TELEKONSULTASI DOKTER UMUM MELALUI PLATFORM HALODOC™ DI PROVINSI DAERAH ISTIMEWA YOGYAKARTA

Salsabilla Dyah Puspitasari, apt. Anna Wahyuni Widayanti, M.P.H., Ph.D, Prof. Dr. apt. Susi Ari Kristina, M.Kes.

2026 | Tesis | Magister Manajemen Farmasi

INTISARI

Dalam beberapa tahun terakhir, perkembangan telemedicine telah meningkatkan akses masyarakat terhadap layanan kesehatan, termasuk layanan telekonsultasi dokter umum melalui platform Halodoc. Layanan ini memberikan kemudahan bagi pasien untuk berkonsultasi tanpa harus datang ke fasilitas kesehatan. Meskipun demikian, kualitas pelayanan yang diterima pasien dapat memengaruhi tingkat kepuasan mereka. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi kepuasan pasien terhadap layanan telekonsultasi dokter umum melalui platform Halodoc di Provinsi Yogyakarta berdasarkan dimensi Patient Satisfaction Questionnaire (PSQ-18).

Penelitian ini menggunakan pendekatan kuantitatif dengan desain cross-sectional terhadap 400 responden yang pernah menggunakan layanan telekonsultasi dokter umum melalui Halodoc. Pengumpulan data dilakukan menggunakan kuesioner berbasis adaptasi PSQ-18. Analisis data meliputi uji validitas, reliabilitas, analisis deskriptif, uji normalitas, uji beda sesuai karakteristik responden menggunakan Mann-Whitney dan Kruskal-Wallis sesuai jumlah kelompok responden.

Berdasarkan analisis deskriptif PSQ-18, dimensi dengan tingkat kepuasan tertinggi adalah convenience dengan nilai rata-rata 3,50 (SD = 0,01), sedangkan dimensi dengan tingkat kepuasan paling rendah adalah financial aspects dengan nilai rata-rata 3,39 (SD = 0,00). Hasil uji beda menunjukkan bahwa terdapat perbedaan tingkat kepuasan yang signifikan berdasarkan tingkat pendidikan (p < 0 xss=removed xss=removed xss=removed xss=removed xss=removed xss=removed xss=removed>

ABSTRACT

In recent years, the development of telemedicine has improved public access to healthcare services, including general practitioner teleconsultation services via the Halodoc platform. This service offers patients the convenience of consulting a doctor without needing to visit a physical healthcare facility. However, the quality of service received can influence patient satisfaction levels. This study aims to analyze the factors influencing patient satisfaction with general practitioner teleconsultation services on the Halodoc platform in the Yogyakarta Province, based on the dimensions of the Patient Satisfaction Questionnaire (PSQ-18).

The study employed a quantitative approach with a cross-sectional design, involving 400 respondents who had previously used Halodoc's general practitioner teleconsultation services. Data were collected using a questionnaire adapted from the PSQ-18. Data analysis included validity and reliability testing, descriptive analysis, normality testing, and tests for differences based on respondent characteristics—specifically the Mann-Whitney and Kruskal-Wallis tests, depending on the number of respondent groups.

Based on the descriptive analysis of the PSQ-18, the dimension with the highest satisfaction level was "convenience" (mean score: 3.495) (SD = 0.01), while the dimension with the lowest satisfaction level was "financial aspects" (mean score: 3.385) (SD = 0.00). The results of the difference tests indicated a significant difference in satisfaction levels based on education level (p < 0 xss=removed xss=removed xss=removed xss=removed xss=removed xss=removed xss=removed>

Keywords: Patient satisfaction, Telemedicine, Teleconsultation, Halodoc, PSQ-18, Healthcare service quality.

Kata Kunci : Kata kunci : Kepuasan pasien, Telemedicine, Telekonsultasi, Halodoc, PSQ-18, Kualitas layanan kesehatan.