KEPUASAN PASIEN MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PASIEN HALODOC DI JAKARTA BARAT

Authors

Alexander Universitas Kristen Krida Wacana
Saparso Universitas Kristen Krida Wacana
Melitina Tecualu Universitas Kristen Krida Wacana

DOI:

https://doi.org/10.31539/costing.v8i3.14805

Keywords:

Telemedicine, Kualitas Layanan, Kepuasan Pasien, Loyalitas Pasien, Mediasi.

Abstract

Loyalitas pasien terhadap layanan telemedicine menjadi tantangan di Indonesia, dengan penurunan pengguna sebesar 41% sejak sebelum hingga setelah pandemi COVID-19. Faktor utama yang mempengaruhi loyalitas adalah kualitas layanan, dengan kepuasan pasien sebagai mediator yang memperkuat hubungan tersebut. Penelitian ini bertujuan menganalisis pengaruh kualitas layanan terhadap loyalitas pasien yang dimediasi oleh kepuasan dalam penggunaan aplikasi Halodoc. Menggunakan desain kuantitatif dengan pendekatan cross-sectional, penelitian ini melibatkan pengguna Halodoc di Jakarta Barat yang telah menggunakan layanan setidaknya satu kali. Sampel ditentukan dengan metode rule of thumb (Hier, 2017), yaitu minimal 70 dan maksimal 140 responden. Data dikumpulkan melalui kuesioner online dan dianalisis menggunakan SPSS dengan uji regresi linier. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh signifikan terhadap loyalitas pasien (p < 0,05), dengan kepuasan sebagai mediator yang memperkuat hubungan tersebut. Faktor utama yang menentukan kepuasan dan loyalitas meliputi keamanan, kemudahan penggunaan, dan responsivitas layanan. Penelitian ini berkesimpulkan bahwa kualitas layanan berpengaruh positif terhadap loyalitas pasien, dengan kepuasan sebagai mediator. Peningkatan aspek keamanan, keandalan, dan kemudahan akses layanan telemedicine diperlukan untuk meningkatkan kepuasan dan loyalitas pengguna.

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