Faktor Penentu Kesuksesan Web-Based Appointment System di Rumah Sakit

Taufan Halim, Gede Sri Darma

Abstract


ABSTRACT

Web-based appointment system (WAS) is one of digital strategy in hospital industry. It promising benefits in reducing waiting time, reducing no show rate and increasing patient’s satisfaction. This competitive advantage not fully obtained because this method not fully accepted in patient’s side. The aim of this study is exploring the factor that affecting patient’s acceptance on WAS in hospital. This study uses a qualitative method that explores the acceptance of patient on WAS by using technology acceptance model approach. Siloam Hospital Bali was selected as the place of study since this hospital is the only hospital in Bali that use WAS and linked directly to their hospital information system. Six informants were selected using purposive, accidental and saturation sampling, divided into 3 informants who were using WAS and 3 informants who were not. Observation and in-depth interview were conducted during this study. Data is then analyzed qualitatively by data reduction, display and conclusion drawing. Data verification was performed by triangulation technic. The study shows perceived usefulness (PU) and ease of use (PEU) is the main factor that determining patient’s acceptance on WAS. Three factors are identified affecting the PU and PEU. This factor are user experience, web/application and hospital responsiveness. The study shows lack of information of WAS existence is the main reason for not using it. We recommend special concern to this factor before implementing WAS. By identifying and concerning to this factor, implementation of this system will bring competitive advantage to the hospital.

Keywords


web-based appointment system; electronic appointment; hospital; bali

Full Text:

PDF

References


Adnyasuari, P.A.S., and Darma, G.S. (2017). Technology Acceptance Model dan E-Satisfaction in Mobile Banking, Jurnal Manajemen & Bisnis, 14 (2): 1-12.

Agarwal, R., Prasad, J. (1997). The Role Of Innovation Characteristics And Perceived Voluntariness In The Acceptance Of Information Technology, Decision Sciences, 28 (3), dalam https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-5915.1997.tb01322.x diakses 15 Juli 2018.

Agarwal, R., Prasad, J. (1999). Are Individual Differences Germane To Acceptance Of New Information Echnology ?, Decision Sciences, 30 (2), dalam https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-5915.1999.tb01614.x, diakses 15 Juli 2018.

Aggelidis, VP., Chatzoglou PD. (2008). Using A Modified Technology Acceptance Model In Hospital, International Journal of Medical Information, 78: 115,126, dalam https://www.ncbi.nlm.nih.gov/pubmed/18675583 , diakses 16 Jui 2018.

Cao, Wenjun, et all, (2011). A web-based appointment system to reduce waiting for outpatients: A retrospective study”, BMC Health Services Research, 11 (318). dalam http://www.biomedcentral.com/1472-6963/11/318, diakases pada 2 Juli 2018.

Chang, HH, Chang, CS, (2008). An Assesment of Technology-Based Service Encounter & Network security on The E-Health Care System of Medical Ceners in Taiwan, BMC Health Services Research, 8:87, dalam http://www.biomedcentral.com/1472-6963/8/87, diakses pada 2 Juli 2018.

Chang, Mong-Yuan, et all. (2014). Exploring User Acceptance of An E-Hospital Service: An Empirical Study In Taiwan”, computer Standards & Interfaces 38, 35 (43), dalam https://www.sciencedirect.com/science/article/pii/S0920548914000828, diakses pada 2 Juli 2018.

Chang, Mong-Yuan, et all. (2014). Exploring User Acceptance of An E-Hospital Service: An Empirical Study In Taiwan, computer Standards & Interfaces 38, 35 (43), dalam https://www.sciencedirect.com/science/article/pii/S0920548914000828, diakses pada 2 Juli 2018.

Chaudhry, Basit et all. (2006). Systematic Review: Impact of Health Information Technology on Quality, Efficiency, and Costs of Medical Care, Annals of Internal Medicine, 144 (10), dalam, https://www.ncbi.nlm.nih.gov/pubmed/16702590, diakses pada tanggal 2 Juli 2018.

Chen, Shih-Chih., Jong, Din., Lai, Min-Tsai. (2014). Assessing the Relationship between Technology Readiness and Continuance Intention in an E-Appointment System: Relationship Quality as a Mediator, J Med Syst, 38 (76), dalam https://www.ncbi.nlm.nih.gov/pubmed/25007955, diakses 2 Juli 2018.

Darma, G.S. (2019). Kacamata Media, Kesuksesan Bersyarat. Indonesia: Pustaka Larasan Press.

Darma, G.S., Apollo, A., Rusmanda, G., and Umar, Y. (2019). Digital Education 4.0. Indonesia: Cakra Media Utama Press.

Darma, G.S. (2018). Seuntai Pesan, Menjawab Zaman. Indonesia: Pustaka Larasan Press.

Darma, G.S. (2006). Manajemen Strategi: Solusi dalam Dunia Nir Kabel. Denpasar: Undiknas Press.

Darma, G.S. (2005). Teknologi Informasi, Kepuasan User, Kinerja User dan Kinerja Hotel di Bali, Jurnal Ekonomi & Bisnis, 17 (2): 93-102.

Darma, G.S. (1999). Information Technology and Organisational Performance: A Study of the Hospitality Industry, Southern Cross University, Lismore New South Wales Australia.

Davis, et all. (1989). User Acceptance of Computer Technology : A Comparison of Two Theoretical Model, Management Science, 35 (8), dalam https://www.researchgate.net/profile/...Bagozzi/...User_Acceptance_of_Computer_Tec. , diakses pada 15 Juli 2018.

Davis, F.D., Venkatesh, V. (2000). Atheoretical Extension of Technology Acceptance Model: Four Longitudinal Field Studies, Management Science, 46 (2): 186-204.

Davis, F.D. (1989). Perceived Usefulness, Perceived Ease of Use and User Acceptance of Information Technology, MIS Quarterly, 13 (3): 319-340.

Gelen, D., Keli, M. (1998). The Impact of Developer Responsiveness On Perception of Usefulness and Ease of Use: An Extension of Technology Acceptance Model, The Database for Advances In Information System, 29 (2), dalam https://dl.acm.org/citation.cfm?id=298757 , diakses pada 15 Juli 018.

Gucin, NO., Berk, OS, (2015). Technologycal Acceptance In Health Care: An Intehrative Review of Predictive Factorand Intervening Programs, Procedia-social and behavioral, 195: 1698-1704, dalam https://core.ac.uk/download/pdf/82610233.pdf , diakases 16 Juli 2018.

Hendhana, S., and Darma, G.S. (2017). Service Quality Rumah Sakit dan Efeknya terhadap Patient Satisfaction, Perceived Value, Trust, dan Behavioral Intention, Jurnal Manajemen & Bisnis, 14 (1): 37-55.

Igbaria, et all. (1997). Personal Computing Acceptance Factor In Small Firm: A Structural Equation Model, MIS Quarterly, dalam https://pdfs.semanticscholar.org/e527/95e3c977e1d6e585b86c78ab10e1bfa6a867.pdf , diakses pada 15 Juli 2018.

Itumalla, R. (2012). Information Technology and Service Quality in Health Care: An Empirical Study of Private Hospital in India, International Journal of Innovation, Management and Technology, 3 (4), August 2012, dalam, www.ijimt.org/papers/269-CM248.pdf , diakses pada 2 Juli 2018.

Jackson, et all, (1997). Toward An Understanding Of Behavioral Intention To Use An Information System, Decision Scince, 28 (2), dalam https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-5915.1997.tb01315.x , diakses pada 14 Juli 2018.

Matthew, W. (2015). Health Information Technology: A Key Ingredients of The Pastient Experience, Patient Experience Journal, 2 (1), Article 19, dalam, h p://pxjournal.org/journal/vol2/iss1/19, diakses pada, 2 Juli 2018.

Ramadhani, E. (2016). E-Health Design : Integrasi E-Appointment berbasis android dan website. disampaikan dalam Seminar Nasional Art Sains Dan Teknologi (SNATS) 1 2016 23 November 2016.

Setyawati, T., and Darma, G.S. (2018). Efektifkah Experiential Marketing di Sebuah Rumah Sakit ?, Jurnal Manajemen & Bisnis, 15 (1): 160-175.

Wilson, EV., Lankton, NK. (2004). Modeling patients acceptance of provider-delivered E-health, Journal of The American Medical Informatics Association, 11 (4), dalam https://www.ncbi.nlm.nih.gov/pmc/articles/PMC436070/ . diakses 16 Juli 2018.

Yoga, T.A. (2011). Peranan Teknologi Informasi dan Kualitas Layanan Terhadap Kepuasan Pasien Rawat Inap (Studi Pada PT. Perkebunan Nusantara XI Persero Rumah Sakit LAVALETTE Malang), Magister Manajemen Pascasarjana Fakultas Ekonomi, Universitas Brawijaya, Malang.

Zhang, X. (2015). Using Diffusion of Innovation Theory to Understand The Factors Impacting Patient Acceptance and Use of Consumer E-Health Innovations: A Case Study In A Primary Care Clinic, BMC Health Service Research, 15 (71), dalam https://bmchealthservres.biomedcentral.com/articles/10.1186/s12913-015-0726-2, diakses 2 Juli 2018.

Zhang, M, et all. (2014). Questionnaire Survey About Use of An Online Appointment Booking System In One Large Tertiary Public Hospital Outpatient Service Center In China, BMC Medical Informatics and Decision Making, 14 (49), dalam http://www.biomedcentral.com/1472-6947/14/49, diakses pada 2 Juli 2018.

Zhao P, et all. (2017). Web-Based Medical Appointment Systems: A Systematic Review, Journal of Medical Internet Research, 26 (04), dalam https://www.ncbi.nlm.nih.gov/pubmed/28446422#, diakses pada 2 Juli 2018.




DOI: http://dx.doi.org/10.38043/jmb.v16i4.2247

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Web
Analytics JMB Statistik