Evaluasi Kepuasan Pasien Terhadap Implementasi Layanan Informasi Digital Berbasis Whatsapp Di Puskesmas Lambangsari Bekasi
DOI:
https://doi.org/10.53866/jimi.v5i4.964Keywords:
kepuasan pasien, layanan digital, whatsapp, puskesmasAbstract
Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pasien terhadap implementasi layanan informasi digital berbasis WhatsApp di Puskesmas Lambangsari, Tambun, Bekasi, serta mengidentifikasi faktor-faktor yang mempengaruhi kepuasan pengguna layanan tersebut. Penelitian ini menggunakan pendekatan kuantitatif dengan desain cross-sectional. Populasi penelitian adalah pasien dan masyarakat pengguna layanan Puskesmas Lambang Sari yang telah menggunakan layanan informasi digital melalui WhatsApp. Pengumpulan data dilakukan melalui kuesioner terstruktur yang mengukur dimensi kepuasan meliputi kemudahan akses, kualitas informasi, responsivitas, keandalan, dan kepuasan keseluruhan. Data dianalisis menggunakan statistik deskriptif dan inferensial untuk menguji hubungan antar variabel. Hasil menunjukkan tingkat kepuasan pasien terhadap layanan informasi digital WhatsApp mencapai 85,2%. Dimensi kemudahan akses memperoleh skor tertinggi (4,3/5,0), diikuti responsivitas petugas (4,1/5,0). Analisis regresi menunjukkan kualitas informasi dan responsivitas berpengaruh signifikan terhadap kepuasan keseluruhan (p<0,05). Implementasi layanan informasi digital berbasis WhatsApp di Puskesmas Lambang Sari telah memberikan dampak positif terhadap kepuasan pasien. Rekomendasi meliputi peningkatan kualitas konten informasi dan optimalisasi waktu respons untuk mempertahankan dan meningkatkan kepuasan pengguna layanan.
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Copyright (c) 2025 Asep Soegiarto, Abdul Kholik, Mentari Anugrah Imsa, Anggun Nadia Fatimah, Indah Fajar Rosalina
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