EVALUASI KEPUASAN PENGGUNAAN TELEMEDICINE PADA MAHASISWA TINGKAT SARJANA SEKOLAH FARMASI INSTITUT TEKNOLOGI BANDUNG ANGKATAN 2017-2020

• Main Author: Giaputri Giovanlie, Elena
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/56481
• Institution: Institut Teknologi Bandung

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.