PERANCANGAN PELAYANAN KONSULTASI MEDIS BERBASIS MOBILE APPLICATION (TELEKONSULTASI) DENGAN MENGGUNAKAN INTEGRASI MODEL KANO, MODEL FUZZY, DAN QUALITY FUNCTION DEPLOYMENT (QFD)

• Main Author: NOVIKASARI NIM 14414040, MALINDA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/28723
• Institution: Institut Teknologi Bandung

HaloDoc is a health platform that unites together doctors, patients, pharmacy and insurance into one simple cell phone application. To increase market awareness, Halodoc collaborated with GoJek to produce new features in GoJek application called Go-Med. This cooperation is also expected to be able to increase Halodoc's market share by taking market share from GoJek which has numbered 20 million users. But in reality Halodoc only has 1.17 users, is lower than competitor who have 14 million users. In addition, the number of Halodoc competitors in 2018 has reached 10 startup companies. Therefore Halodoc needs to design a medical consultation service again as an improvement in the quality of services so that HaloDoc is able to achieve its vision to become a market leader. <br /> <br /> The research methodology follows the service cycle starting from the idea creation, voice of business and customer, concept development, and preliminary design stages. Research begins with the idea creation stage to obtain the formulation of the problem. Next is the voice of business and customer stage, namely the establishment of customer needs attributes using the Service Quality (SERVQUAL) and Health IT Usability Evaluation Model (Health ITUEM) dimensions which are then validated to experts and patients. These customer needs are then classified using the Kano model. Needs that classified into the basic, one-dimensional and excitement categories are used in the QFD stage. At the QFD stage, the HOQ is created to analyze needs that need to be fulfilled immediately. In the creating of HOQ, a Fuzzy model is used to determine the specific importance value and entropy value to determine the value of the HaloDoc position to competitors so that the ranking value for each need is obtained. <br /> <br /> In this study, a service design was obtained that was able to answer important needs based on the results of HOQ and HaloDoc conditions. The design is a doctor service assessment questionnaire, disease article features, drug article features, facilities in the chat feature, clinical and hospital database features, user guidance, location of the nearest specialist doctor's practice, and doctor's information column.