ANALYZING THE FACTORS THAT INFLUENCE THE CONTINUANCE INTENTION TOWARDS THE USE OF RSHS-GO MOBILE APPLICATION

• Main Author: RAHMI TAUFIQ, ANISA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/41677
• Institution: Institut Teknologi Bandung

Effective management of patient flow in the outpatient unit of a hospital is the key to achieving operational excellence. Dr. Hasan Sadikin Hospital Bandung, as one of the major hospitals in Indonesia, launched a mobile hospital appointment system (RSHS-Go) to increase the effectiveness of patient flow management. Although the application has a good rating, only less than 28% of the patients are still using it. According to previous research, factors that influence users' intention to continue using (continuance intention) similar applications are perceived ease of use (PEOU), perceived usefulness (PU), and relationship quality (RQ). This research was conducted to analyze the main factors that influence RSHS-Go's continuance intention, using the technology acceptance model. The research respondents were people who had used RSHS-Go to make outpatient reservations. A total of 98 respondents were involved in this study by filling out a questionnaire consisting of 15 questions using a 7-Likert scale. Data were processed using PLS-SEM with SmartPLS3 software. The results showed that the main factor that directly affected continuance intention was RQ, while the main factor that affected indirectly was PEOU. The proposal is to convince patients that RSHS-Go services to be a means of reservation can be trusted, building on the patient's view that the use of time and medical services received can be improved through RSHS-Go, shorten the usage flow of RSHS-Go, and increasing the ease of use of RSHS-Go.