Pengaruh Kualitas Pelayanan SDM terhadap Kepuasan Pasien Pengguna Layanan Telemedicine

Authors

  • Dewi Agustina Universitas Islam Negeri Sumatera Utara Medan
  • Annisa Zahra Universitas Islam Negeri Sumatera Utara
  • Aprillia Dwi Astuti Universitas Islam Negeri Sumatera Utara
  • Sahkira Nabila Utami Siregar Universitas Islam Negeri Sumatera Utara Medan
  • Suci Ramadhani Rangkuti Universitas Islam Negeri Sumatera Utara Medan
  • Rabiatul Chazali Universitas Islam Negeri Sumatera Utara Medan
  • Ajeng Andini Universitas Islam Negeri Sumatera Utara Medan
  • Safira Zahara Universitas Islam Negeri Sumatera Utara Medan
  • Aulia Nazwa Fathurahmi Universitas Islam Negeri Sumatera Utara Medan
  • Mely Febriani Universitas Islam Negeri Sumatera Utara Medan
  • Amelia Putri Amanda Universitas Islam Negeri Sumatera Utara Medan
  • Sry Wulan Silaban Universitas Islam Negeri Sumatera Utara Medan
  • Audy Vimala Sari Universitas Islam Negeri Sumatera Utara Medan

DOI:

https://doi.org/10.55606/jig.v4i2.8907

Keywords:

Healthcare services, Human resource service quality, Patient satisfaction, Telemedicine

Abstract

Telemedicine is a technology-based healthcare innovation that can improve access and efficiency. The quality of service provided by human resources (HR) plays a crucial role in determining patient satisfaction. This study aims to analyze the influence of HR service quality on patient satisfaction among telemedicine users. The method used was a literature review using a qualitative descriptive approach through analysis of scientific articles from various databases published between 2020 and 2025. The results indicate that HR service quality significantly influences patient satisfaction, particularly through aspects of reliability, responsiveness, assurance, empathy, and effective communication. Patient satisfaction is also influenced by ease of access, time efficiency, and trust in the services provided. However, limitations such as the lack of in-person physical examinations remain a challenge in the implementation of telemedicine. Therefore, improving HR competency, particularly in digital communication and technology utilization, is essential to improving the quality of telemedicine services. Therefore, HR service quality is a key factor in increasing patient satisfaction and the successful development of digital healthcare services.

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Published

2026-04-30

How to Cite

Dewi Agustina, Annisa Zahra, Aprillia Dwi Astuti, Sahkira Nabila Utami Siregar, Suci Ramadhani Rangkuti, Rabiatul Chazali, … Audy Vimala Sari. (2026). Pengaruh Kualitas Pelayanan SDM terhadap Kepuasan Pasien Pengguna Layanan Telemedicine. Jurnal Ilmu Kesehatan Dan Gizi, 4(2), 235–247. https://doi.org/10.55606/jig.v4i2.8907

Issue

Vol. 4 No. 2 (2026): April: Jurnal Imu Kesehatan dan Gizi

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Articles

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