Trie Oktavia, Andiny (2021) ANALISIS KEPUASAN PENGGUNA APLIKASI KESEHATAN SELAMA PANDEMI COVID-19 DENGAN METODE WEBQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS. Sarjana thesis, Universitas Brawijaya.
Abstract
Seiring dengan meningkatnya penggunaan aplikasi kesehatan di Indonesia pada saat pandemi Covid-19, menyebabkan terjadi peningkatan keluhan yang dirasakan masyarakat Indonesia terhadap aplikasi kesehatan terutama terkait usability, informasi, dan interaksi. Penelitian ini bertujuan untuk meneliti sejauh mana kepuasan pengguna dalam menggunakan layanan aplikasi kesehatan. Aplikasi kesehatan yang diteliti dalam penelitian ini adalah Halodoc dan Alodokter. Metode yang digunakan adalah metode WebQual 4.0 dan Importance Performance Analysis, dengan 202 responden. Penerapan metode ini dilakukan agar dapat mengetahui prioritas atribut yang harus diperbaiki dan memberikan rekomendasi perbaikan layanan aplikasi kesehatan. Hasil analisis secara keseluruhan menujukkan bahwa aplikasi kesehatan belum memenuhi kepuasan pengguna dan kualitas aplikasi masih belum memenuhi kualitas ideal karena pengguna aplikasi belum merasa puas.
English Abstract
COVID-19 first appeared in Wuhan, Hubei Province, China. In Indonesia, the number of people affected by COVID-19 also continues to increase. With the increasing number of COVID-19 cases, several hospitals in Indonesia decrease the number of patients who have disease other than COVID-19. The decreased number of people going to the hospitals led to an increase in the use of health platform , Indonesia then became the third rank in the world as users of health platform. Health platforms that has increased the number of users is Halodoc and Alodokter. This study aims to determine health platforms users are satisfied or not with the Halodoc and Alodokter. In this study to analyze user satisfaction of Halodoc and Alodokter application used an website quality instrument with 3 dimensions of usability, interaction dan information. Website quality there are 21 attributes that will be analyzed based on the level of performance and the level of importance which is then analyzed for the level of suitability and gaps in each attribute to gain an understanding of user satisfaction, after that will be described used Importance Performance Analysis (IPA) diagram divided into the four quadrants where it can be seen that a top priority improvement is quadrant first. The results showed that health applications was not in accordance with the ideal quality because the WQI Values were 0.83 and 0.79 wich were close to 1 is a good quality. User satisfaction of health application in the range 80-100% they are satisfied but still need to be improved. The most important attributes that need to be improved because they both appear in the health applications applications are attributes 17 and 18 related to transaction security and personal data security. Keyword: Customer Satisfaction, telehealth, Importance Performance Analysis, Webqual 4.0, Quality
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 670 |
| Uncontrolled Keywords: | Kata Kunci: Kepuasan Pengguna, telehealth, Importance Performance Analysis, Webqual 4.0, Kualitas.-- Customer Satisfaction, telehealth, Importance Performance Analysis, Webqual 4.0, Quality |
| Subjects: | 600 Technology (Applied sciences) > 670 Manufacturing |
| Depositing User: | Unnamed user with email gaby |
| Date Deposited: | 19 Oct 2021 14:21 |
| Last Modified: | 25 Feb 2022 01:54 |
| URI: | http://repository.ub.ac.id/id/eprint/184152 |
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Text (DALAM MASA EMBARGO)
ANDINY TRIE OKTAVIA.pdf Restricted to Registered users only until 31 December 2023. Download (7MB) |
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