EVALUASI KEPUASAN PENGGUNAAN TELEMEDICINE PADA MAHASISWA TINGKAT SARJANA SEKOLAH FARMASI INSTITUT TEKNOLOGI BANDUNG ANGKATAN 2017-2020
Telemedicine is an information and communication technology product that allows the provision of remote health services by health professionals. The rapid increase utilization of telemedicine should be balanced with optimizing the quality of service to ensure its value in healthcare. The study ai...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/56481 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Telemedicine is an information and communication technology product that allows the provision
of remote health services by health professionals. The rapid increase utilization of telemedicine
should be balanced with optimizing the quality of service to ensure its value in healthcare. The
study aimed to determine respondents’level of satisfaction with the drug purchase feature and to
analyze the need for pharmacist services features in the telemedicine applications. This study is a
cross-sectional observational study involving subjects who were users of telemedicine drug
purchases features among undergraduate students (S1, year of intake 2017-2020) at the School of
Pharmacy, Institut Teknologi Bandung. This study used a modified SERVQUAL satisfaction
questionnaire. The questionnaire was tested for validity and reliability prior to its use. Qualitative
analysis and descriptive statistics were performed, including gap analysis using the Importance-
Performance Analysis method to determine the level of importance of variables that can affect
satisfaction. Overall, users were very satisfied with the telemedicine application (average level of
satisfaction was 83.48 ± 4.08%, with a coefficient of variance value of 4.88%). The service quality
was ranked from the highest to the lowest as follows: assurance, facilities, responsiveness,
reliability, and empathy. The dimension of empathy can be optimalized by displaying information
about drugs that are useful in determining the suitability of the drugs with the patient's condition
(side effects, contraindications, etc.) and the use of accessible language to explain the indication of
drugs. In addition, 79.37% of respondents stated that a pharmacist's role was needed in
telemedicine applications. Pharmacists can play a role in providing counseling services when
purchasing drugs, educating people on how to use drugs to increase patient compliance in taking
drugs.
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