CUSTOMER SATISFACTION ANALYSIS REGARDING USING HALODOC APPLICATION CUSTOMER SATISFACTION INDEX (CSI) METHOD

Dely Indah Sari, Widya Lestari Harahap, Faishal Ali

Abstract


Abstract: Halodoc is an ICT that supports access to health service facilities, with various facilities such as consultations with doctors, purchasing medicines, making appointments with hospitals, as well as several other health support facilities. This research is based on calculations using the Customer Satisfaction Index (CSI) method to determine the overall level of customer satisfaction with an approach that considers the level of importance of product or service attributes as measured by an importance scale (Importance), a satisfaction/performance level scale (Performance) and the question indicators include usability, information quality, interaction quality, then the satisfaction level criteria are obtained with a CSI value of 61.29%, meaning that the patient gives the criteria as being quite satisfied with Halodoc services. Keywords: CSI, halodoc, patient

 

 

Abstrak: Halodoc merupakan TIK yang mendukung akses fasilitas pelayanan kesehatan, dengan berbagai fasilitas yang dimiliki seperti konsultasi dengan dokter, pembelian obat, buat janji dengan rumah sakit, serta beberapa fasilitas pendukung kesehatan lainnya. Penelitian ini berdasarkan perhitungan menggunakan metode Customer Satisfaction Index (CSI) untuk menentukan tingkat kepuasan pelanggan secara menyeluruh dengan pendekatan yang mempertimbangkan tingkat kepentingan dari atribut-atribut produk atau jasa yang diukur dengan skala tingkat kepentingan (Importance), skala tingkat kepuasan/kinerja (Performance) dan indikator pertanyaan meliputi usability, information quality, interaction quality maka diperoleh kriteria tingkat kepuasan dengan nilai CSI 61.29% artinya bahwa pasien memberikan kriteria cukup puas terhadap layanan Halodoc.

 

Kata kunci: CSI, halodoc, pasien


Full Text:

PDF

References


A. A. Pratama and A. B. Mutiara, “Software Quality Analysis for Halodoc Application using ISO 25010:2011,” Int. J. Adv. Comput. Sci. Appl., vol. 12, no. 8, pp. 383–392, 2021, doi: 10.14569/IJACSA.2021.0120844.

Mochammad Aldi Kushendriawan, Harry Budi Santoso, Panca O. Hadi Putra, and Martin Schrepp, “Evaluating User Experience of a Mobile Health Application ‘Halodoc’ using User Experience Questionnaire and Usability Testing,” J. Sist. Inf., vol. 17, no. 1, pp. 58–71, Apr. 2021, doi: 10.21609/jsi.v17i1.1063.

D. I. Sari, “Implementasi Manajemen Proyek CPM pada Pembangunan Infrastruktur IT Optical Distribution Point,” JURTEKSI (Jurnal Teknol. dan Sist. Informasi), vol. 7, no. 3, pp. 267–276, 2021.

Kemkes.go.id, “Kemenkes Luncurkan 4 Aplikasi Bidang Kesehatan – Sehat Negeriku,” Kemkes.Go.Id, no. November, 2018.

APJII, “Profil Internet Indonesia 2022,” 2022.

A. Pratama, M. P. W, B. A. P, and R. A. F, “PENGUKURAN USABILITY SYSTEM APLIKASI HALODOC SEBAGAI LAYANAN M-HEALTH MENGGUNAKAN USE QUESTIONNAIRE,” Pros. Semin. Nas. Inform. Bela Negara, vol. 2, 2021, doi: 10.33005/santika.v2i0.120.

D. I. Sari and M. Jufri, “INTEGRATED NETWORK SYSTEM SECURITY TO DETERMINE GIS (GEOGRAPHIC INFORMATION SYSTEM) BASED CYBER CRIME PATTERNS,” JURTEKSI (Jurnal Teknol. dan Sist. Informasi), vol. 9, no. 1, 2022, doi: 10.33330/jurteksi.v9i1.1890.

“QUALITY CONTROL OF OPTICAL FIBER DISRUPTION WITH BIG DATA USING THE SIX SIGMA METHOD,” STMIK R., vol. Vol 8, No, 2022.

D. A. Saputra and R. K. Dewi, “Hubungan Kualitas Pelayanan Terhadap Kepuasan Pengguna Platform Telemedicine Halodoc Tahun 2022,” JURMIK (Jurnal Rekam Medis dan Manaj. Inf. Kesehatan), vol. 2, no. 2, pp. 1–16, 2022.

B. M. Demaerschalk, R. N. Blegen, and S. R. Ommen, “Scalability of Telemedicine Services in a Large Integrated Multispecialty Health Care System during COVID-19,” Telemed. e-Health, vol. 27, no. 1, pp. 96–98, Jan. 2021, doi: 10.1089/tmj.2020.0290.

Maciej Serda et al., “Hubungan Antara Terpaan Iklan Aplikasi Halodoc Dan Terpaan Persuasi Reference Group Dengan Minat Untuk Menggunakan Aplikasi Halodoc Sebagai Sarana Konsultasi Dengan Dokter,” Interak. Online, vol. 9, no. 1, 2020.

V. Yoga, P. Ardhana, U. Qamarul, and H. Badaruddin, “Pengujian Usability Aplikasi Halodoc Menggunakan Metode System Usability Scale ( SUS ),” J. Kesehat. Qamarul Huda, vol. 9, 2021.

D. Tarmidi, S. Mardhatillah, F. Masripah, D. Febriyanto, and T. A. Pribadi, “The Influence Of Product Innovation And Price On Customer Satisfaction In Halodoc Health Application Services During COVID-19 (Survey of HaloDoc App Users in Bandung In 2021),” 2021.

A. Chandra and P. Henriette Pattyranie Tan, “Analysis of Factors Affecting E-Loyalty With E-Trust and E-Satisfaction as Mediation Variables on Halodoc Application Users in Indonesia,” Quant. Econ. Manag. Stud., vol. 3, no. 6, 2022, doi: 10.35877/454ri.qems1272.

D. A. P. Satrya Dewi, P. E. Arimbawa, and N. P. Wintariani, “Halodoc Selama Pandemi Covid-19 di Apotek Satrya Pharmacy,” Sang Pencerah J. Ilm. Univ. Muhammadiyah But., vol. 9, no. 2, 2023, doi: 10.35326/pencerah.v9i2.2998.

P. A. Putra and I. G. N. P. Suryanata, “SINERGI HALODOC DALAM MUTU PELAYANAN RUMAH SAKIT DI MASA PANDEMI COVID 19,” E-Jurnal Ekon. dan Bisnis Univ. Udayana, 2021, doi: 10.24843/eeb.2021.v10.i04.p04.

S. M. Widodo and J. Sutopo, “Metode Customer Satisfaction Index (CSI) Untuk Mengetahui Pola Kepuasan Pelanggan Pada E-Commerce Model Business to Customer,” J. Inform. Upgris, vol. 4, no. 1, 2018.

S. Eivazzadeh, J. S. Berglund, T. C. Larsson, M. Fiedler, and P. Anderberg, “Most influential qualities in creating satisfaction among the users of health information systems: Study in seven european union countries,” JMIR Med. Informatics, vol. 6, no. 4, 2018, doi: 10.2196/11252.

S. H. A. Syukri, “Penerapan Customer Satisfaction Index (CSI) Dan Analisa GAP Pada Kualitas Pelayanan Trans Jogja,” J. Ilm. Tek. Ind., vol. 13, no. 2, 2014.

M. N. Pranata, A. Hartiati, and C. A. B. Sadyasmara, “Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI),” J. REKAYASA DAN Manaj. AGROINDUSTRI, vol. 7, no. 4, 2019, doi: 10.24843/jrma.2019.v07.i04.p11.




DOI: https://doi.org/10.33330/jurteksi.v10i2.2956

Article Metrics

Abstract view : 113 times
PDF - 96 times

Refbacks

  • There are currently no refbacks.


Lembaga Penelitian dan Pengabdian Kepada Masyarakat (LPPM) STMIK ROYAL 

Copyright © LPPM STMIK ROYAL

 

Lisensi Creative Commons
Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional.