Service Quality Analysis of Mhealth Services Using Text Mining Method : Alodokter and Halodoc

The digital transformation of health services causes an increasing number of digital health service providers in Indonesia. The user shares their experiences and reviews each other on the online platform. This study aims to understand user perceptions of m-health services in Indonesia based on m-health service quality with a big data approach. Research using text mining is derived from the results of the reviews of the application Alodokter and Halodoc. User-generated content was gathered from the platform Google Play Store in the period April to December 2020. Based on the sentiment analysis, Alodokter performs well with 73% positive and 27% negative, while Halodoc also dominated with 86% positive and 14% negative. User reviews are categorized based on three dimensions of health service quality with a multiclass classification. It is possible to identify the word networks that often appear in user reviews through text network analysis. The dimension that reviews chiefly on Alodokter and Halodoc is perceived outcome quality. The result of this study could help or use as guidance to be a reference for evaluations to improve Indonesia's quality of m-health services.

DETERMINAN PERILAKU TERHADAP KEAKTIFAN KUNJUNGAN LANSIA KE POSYANDU LANSIA : LITERATUR REVIEW

AbstrakLanjut usia atau yang lebih dikenal dengan lansia adalah seseorang yang telah mencapai usia 60 (enam puluh) tahun ke atas. Populasi lansia tumbuh lebih cepat dibandingkan penduduk usia lebih muda dan diprediksi jumlah penduduk lansia di Indonesia tahun 2020 meningkat menjadi 27,08 juta. Meningkatnya jumlah lansia perlu terus diantisipasi karena akan membawa implikasi luas dalam kehidupan keluarga, masyarakat, dan negara. Oleh karena itu, lansia perlu mendapatkan peningkatan jenis dan kualitas pelayanan kesehatan yang dilakukan oleh lansia itu sendiri maupun oleh keluarga atau lembaga lain seperti posyandu lansia. Posyandu lansia merupakan sebuah program puskesmas yang ditujukan untuk memberikan pelayanan kesehatan dengan melibatkan peran serta masyarakat dan berbagai sektor. Berdasarkan UU No. 36 tahun 2009 tentang kesehatan, dimana upaya pemeliharaan kesehatan bagi usia lanjut harus ditujukan untuk menjaga agar lansia tetap hidup mandiri dan produktif. Tujuan dari literature review ini adalah untuk mengetahui faktor-faktor yang mempengaruhi keaktifan kunjungan lansia ke posyandu lansia. Metode yang digunakan dengan cara melakukan pencarian beberapa studi yang diterbitkan melalui database Google Scholar. Studi yang dipilih diterbitkan dari tahun 2017-2021. Setelah dilakukan pencarian artikel dengan kata kunci terakait maka total artikel yang di review dalam tinjauan literatur ini sebanyak 7 (Tujuh) artikel. Berdasarkan hasil analisis berbagai jurnal ataupun artikel yang terkait dengan faktor yang mempengaruhi keaktifan kunjungan lansia di posyandu lansia, didapatkan 7 (tujuh) faktor yang berpengaruh yakni dukungan keluarga, pengetahuan/pendidikan, sikap, peran kader dan tenaga kesehatan, pekerjaan, jarak, motivasi, serta kondisi kesehatan lansia. Dimana faktor yang paling dominan adalah faktor pengetahuan/pendidikan serta peran kader ataupun tenaga kesehatan.Kata Kunci: Lansia, Posyandu Lansia AbstractElderly is someone who has reached the age of 60 (sixty) years and over. The elderly population is growing faster than the younger population and it is predicted that the number of elderly people in Indonesia by 2020 will increase to 27.08 million. The increasing number of elderly needs to be anticipated because it will have broad implications in family life, society and the country as well. Therefore, the elderly need to improve the types of health service quality that provided by the elderly themselves, families or other institutions such as elderly Integrated Services Post (Posyandu). Ederly Posyandu is a health center program that provides health services by involving the participation of the community and various sectors. Based on the Law no. 36 of 2009 concerning about health, where the health care efforst for the elderly must be aimed at keeping the elderly living independently and productively. The purpose of this literature revies is to determine the factors that influence the activeness of elderl visits to the elderly Posyandu. The methode used is by searching for several published studies through the Google Scholat database. The selected studies were published from 2017-2021. After searching for the articles with related keywords, the total number of articles reviewed in this literature review was 7 (seven) articles. Based on the results of the analysis of various journals/articles related to the factors that influence the activeness of elderly visits to the elderly Posyandu, there are seven influencing factors that found, namely family support, knowledge/education, attitudes, the role of cadres/health workers, job, distance, motivation, as well as the health condition of elderly. Where the most dominant factor is knowledge/education and the role of cadres or health workers. Keywords: Elderly, Elderly Integrated Services Post

Dampak Pandemi Coronavirus Disease-19 terhadap Mutu Pelayanan Kemoterapi di Ruang Delima RSUP Prof. Dr. R. D. Kandou Manado

Covid-19 pandemic has an impact on health services in hospitals, especially in chemotherapy rooms. This study was aimed to analyze the quality of health services dimensions, as follows: reliability, responsiveness, assurance, empathy, and tangible. This was a quantitative study using a cross sectional design. Subjects were adult cancer patients who received chemotherapy services before and during the Covid-19 pandemic in 2020 at Delima chemotherapy room of Prof. Dr. R. D Kandou Hospital Manado and met the inclusion criteria of 30 people, using a five-dimensional health service quality questionnaire. Data analysis was performed univariately and bivariately using the statistical Wilcoxon test p<α (0.05). The results showed that the reliability average before the pandemic was 89.60% and during the pandemic was 88.27% (p=0.008); the responsiveness average before the pandemic was 84.27% and during the pandemic was 83.47% (p=0.000); the assurance average before the pandemic was 95.47% and during the pandemic was 95.73% (p=0.157); the empathy average before the pandemic was 92.53% and during the pandemic was 92.27% (p=0.157); the tangible average before the pandemic was 78.53% and during the pandemic was 84.40% (p=0.000). In conclusion, there were differences in service qualities of reliability, responsiveness, and tangible dimensions but there were no differences in service qualities of assurance and empathy dimensions before and during the Covid-19 pandemic to patients at Delima room of Prof. Dr. R. D. Kandou Hospital Manado.Keywords: Covid-19; chemotherapy; quality of service Abstrak: Pandemi Covid-19 memberi dampak terhadap pelayanan kesehatan di rumah sakit, terutama di ruang kemoterapi. Penelitian ini bertujuan untuk menganalisis mutu pelayanan kesehatan dimensi reliability, responsiveness, assurance, empathy, dan tangible. Jenis penelitian ialah kuantitatif dengan desain potong lintang. Subjek penelitian ialah pasien kanker dewasa yang mendapatkan pelayanan kemoterapi di ruang Delima RSUP Prof. Dr. R. D Kandou Manado sebelum dan pada masa pandemi Covid-19 tahun 2020 yang memenuhi kriteria inklusi sebanyak 30 orang. Penelitian ini menggunakan kusioner lima dimensi mutu pelayanan kesehatan. Analisis data dilakukan secara univariat dan bivariat dengan menggunakan uji statistik Wilcoxon p<α (0,05). Hasil penelitian mendapatkan dimensi mutu sebagai berikut: reliability, rerata sebelum pandemi (89,60%) dan masa pandemi (88,27%) (p=0,008); responsiveness, rerata sebelum pandemi (84,27%) dan masa pandemi (83,47%) (p=0,000); assurance, rerata sebelum pandemi (95,47%) dan masa pandemi (95,73%) (p=0,157); empathy, rerata sebelum pandemi (92,53%) dan masa pandemi (92,27%) (p=0,157); tangible, rerata sebelum pandemi (78,53%) dan masa pandemi (84,40%) (p=0,000). Simpulan penelitian ini ialah terdapat perbedaan mutu pelayanan dalam dimensi reliability, responsiveness, dan tangible namun tidak terdapat perbedaan mutu dalam dimensi assurance dan empathy antara sebelum dan pada masa pandemi Covid-19 terhadap pasien di ruang Delima RSUP Prof. Dr. R. D. Kandou Manado.Kata kunci: Covid-19; kemoterapi; mutu pelayanan kesehatan

PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PUSKESMAS KECAMATAN PANCA RIJANG KABUPATEN SIDENRENG RAPPANG

This study aims to determine the Health Service Quality of Panca Rijang Health Center, Sidenreng Rappang and to out the Patient Statisfaction of Panca Rijang Health Center in Sidenreng Rappang and the Effect of Quality of Health Service on Patient Satisfaction in Panca Rijang Health Center, Sidenreng Rappang. The population of this study was all outpatient referral patients and outpatient visit at the Panca Rijang District Public Health Center, namely 2114 people. The sample used by researchers was 95.48 or 95 respondents, taken based on insedental sampling techniques. This type of research is descriptive qualitative. Data collection techniques used in this study are observation, questionnaire, interview and library study. The collected data is then used by means of data analysis techniques, using SPSS 16.0 for Windows and the Likert Scale. The results of this study indicate that the quality of health service at the subdistrict health center in the five district of Panca Rijang district Sidenreng Rappang with a recapitulation of 58,12% categorized as not good. Satisfaction of patiens in the district health center Panca Rijang regency Sidenreng Rappang with a recapitulation of 63,2% categorized as good, however, it is know that there is a problem with the location indicator 60,4% facility 57%, image 60%. Effect of Quality of Health Service on Patienst Satisfaction in Panca Rijang District Health Center, Sidenreng Rappang Districtwith a value of thitung ≥ ttabel 1.740 ≥ 1.661, then Ho is rejected and Ha is accepted, meaning that it is significant.

Users’ Satisfaction and Continuous to Use M-health Through Service Quality. The Moderate Effect of Monetary Cost (Preprint)

BACKGROUND Recently, diabetes is a major issue of great concern to many health institutions worldwide. Yet, the application of m-health for diabetes yet to receive adequate attention, especially in developing countries. The Imperial College London Diabetes Centre, 2019 reported that over more than one million persons in the UAE are suffering from diabetes, placing the country at the 15th worldwide for age-adjusted relative pervasiveness. Motivated by the need to curb the increasing trend of diabetics among the people of UAE and realizing the potential of m-health, this paper examines the quality of service system on the continuous intention to use m-health among diabetes users’ in the UAE. This study is one of the few studies that contribute to the theoretical enrichment of information system (IS) success factors that examine the effective factors of quality system service on the satisfaction and continuous intention to use m-health among the diabetes patients in the UAE. Therefore, this paper extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region. OBJECTIVE The aim of this study to identify and examine the relationship between service system quality factors and diabetes satisfaction and continuous intention to use health. This study also aims to measure the moderating effect of monetary cost on the relationship between users' satisfaction and continuous intention to use. METHODS A cross-sectional survey was conducted involving 292 respondents have been conducted. Through a survey analyzed by SmartPls, we find that service quality systems driven by the quality of interaction, system, and information have a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. RESULTS Through a survey analyzed by SmartPls, we find that a service quality system driven by the quality of interaction, system, and information has a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. We also find that monetary cost moderates the relationship between users’ satisfaction and continue to use mhealth. CONCLUSIONS This study extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region.

Effect of Health Service Quality Toward Patients Satisfaction

The quality of service at the Community Health Center (Puskesmas) is an important factor in creating patient satisfaction. The results of measuring patient satisfaction that are objective and accurate can assist the health center in formulating a better form of service. The purpose of this study was to determine and analyze the effect of health service quality on outpatient satisfaction. This type of research is an analytic survey with a cross sectional approach using primary data with questionnaires and secondary data from Community Health Center (Puskesmas) reports. The population in this study were patients who had outpatient visits from January to July 2020 with a total sample of 99 people who were determined using the accidental sampling method. The analysis used univariate, bivariate and multivariate analysis. Chi square test results showed that technical competence (p = 0.001 <0.05), effectiveness (p = 0.002 <0.05), human relations (p = 0.000 <0.05), comfort (p = 0.099> 0, 05) and timeliness (p = 0.001 <0.05). The logistic regression test shows that the variable that most influences patient satisfaction is the relationship between humans with an Exp (B) value of 4.195. The conclusion of this research is that technical competence, effectiveness, human relations and timeliness have a relationship with patient satisfaction, while comfort has no relationship with patient satisfaction. Efforts are needed to improve the quality of outpatient services by establishing a harmonious relationship between health workers and patients in order to achieve services that are able to satisfy patients.