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Analisis Kesenjangan Kepuasan dalam Pemanfaatan Situs Layanan Kesehatan di Indonesia
Abstract
Kemudahan dalam mengakses berbagai sumber informasi kesehatan secara online serta situasi pandemi
mendorong terjadinya perubahan perilaku pencarian informasi kesehatan. Beberapa tantangan muncul
terkait aksesibilitas layanan kesehatan serta tingkat literasi yang belum merata. Seiring dengan proses
transformasi teknologi yang berlangsung diperlukan gambaran terkait pemanfaatan media baru sebagai
sumber informasi kesehatan. Penelitian ini bertujuan untuk melihat seberapa jauh layanan website kesehatan
dapat memenuhi harapan pengguna dengan melihat persepsi pengguna menggunakan kerangka Uses and
Gratification dalam konteks kesehatan melalui besaran gratifikasi yang diharapkan (GS) dan diperoleh (GO).
Penelitian menggunakan metode kuantitatif dengan survei kuisioner yang dilakukan kepada 96 responden
di Jakarta, Bandung, dan Surabaya. Hasil penelitian menunjukkan aspek kemudahan penggunaan sebagai
pertimbangan utama dengan nilai rata-rata 3,55, sedangkan aspek kualitas informasi tidak dipersepsi sebagai
pertimbangan utama dengan nilai rata-rata 3,31. Website kesehatan dipandang memberikan kepuasan
tertinggi dalam kemampuan pencarian informasi kesehatan dengan nilai rata-rata 3,56 dan kepuasan terendah
dalam kemampuan berbagi informasi kesehatan dengan nilai rata-rata 3,36. Kesenjangan kepuasan tertinggi
ditunjukkan oleh aspek penyelesaian masalah dan pengambilan keputusan kesehatan serta pengelolaan
riwayat komunikasi kesehatan. Hasil penelitian dapat menjadi diskusi pengembangan riset ke depan terkait
dengan pemahaman kualitas informasi kesehatan, pola pengambilan keputusan kesehatan, pengelolaan
riwayat medis serta memberikan informasi terkait upaya penguatan layanan kesehatan digital di Indonesia.
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DOI: https://doi.org/10.31315/jik.v19i3.4228
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