ANALYZING BARRIER FACTORS THAT INFLUENCE THE PATIENT’S INTENTION TO USE THE ONLINE PLATFORM IN TAKING QUEUE NUMBER

• Main Author: Angelina Fabiola Br S, Novi
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/68514
• Institution: Institut Teknologi Bandung

The ease of getting a queue is the most important factor affecting patient satisfaction, so it is recommended to apply a queuing system. In fact and the problem, several factors affect the performance of the system, such as patient preferences so that the system is not used. The purpose of this study was to find out what inhibiting factors influence the patient's intention to use an online platform to get a queue at the Pekanbaru Beauty Clinic based on the Innovation Resistance Theory (IRT) framework. This research was conducted qualitatively and quantitatively. From interviews to 10 respondents then described using manual and selective coding. And also through a survey questionnaire approach to 131 respondents and analysis using Smart-PLS software. The age of the respondents in this study were 18-64 years old who lived in Pekanbaru and had been treated at the Pekanbaru beauty clinic at least once. The results showed that only the Tradition Barrier had a significant and negative effect on intention to use with T-value is 1.981 > 1.96 and the p-value is 0.048 which is smaller than 0.05. In addition, Usage Barrier, Value Barrier, Risk Barrier, and Image Barrier have no significant and negative effect on usage intentions. These findings can be useful in developing business strategies for companies providing online queuing platforms, with a focus on removing the critical barriers mentioned in this study.