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Eric Harianto
Universitas Ciputra Surabaya
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Analysis of the Quality of Teleconsultation Services and the Role of Digital Literacy in Improving Patient Satisfaction Chitra Ayu Cempaka Putri; Endi Sarwoko; Eric Harianto
Journal Research of Social Science, Economics, and Management Vol. 5 No. 10 (2026): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i10.1472

Abstract

Patient satisfaction is an important factor in determining the success and sustainability of teleconsultation services. The ongoing digital transformation in healthcare, along with the increasing use of telemedicine after the COVID-19 pandemic, particularly at Puskesmas Pancoran, highlights that patient satisfaction is a key element in maintaining the continuity of technology-based services. This study aims to examine the effect of teleconsultation service quality on patient satisfaction and to assess the role of digital literacy as a moderating variable.This research adopts a quantitative approach using a survey method involving 123 respondents from a total population of 494 teleconsultation patients, with data analyzed using SmartPLS. The results indicate that teleconsultation service quality has a positive and significant effect on patient satisfaction. However, digital literacy does not function as a moderating variable in this relationship. Nevertheless, digital literacy has a positive and significant direct effect on patient satisfaction. These findings also suggest that service quality plays a more dominant role than digital literacy in determining patient satisfaction. This study has several limitations, including its focus on a single location with relatively homogeneous respondent characteristics and the use of a cross-sectional design, which cannot fully capture changes in patient satisfaction over time. Theoretically, the findings support Social Presence Theory, showing that service quality and digital literacy contribute to shaping patient satisfaction through perceived presence in teleconsultation. Practically, improving service quality, particularly in communication, responsiveness of healthcare providers, system simplification, and strengthening digital literacy are essential to enhance patient satisfaction.
Co-Authors Abdurrahman, Gani Adinata, Faris Afiat, Irvan Agung Krisprimandoyo Agustina Nancy Oktavia Aisah, Nurul Akmal, Shofwan Naufal Albazi, Uzair Alkistasari, Intan Alvin Livano Andrie Francisco Ari, Yufri Arya Asraf Danarkusuma Azizurrohman, Muhammad Bawazir, Fatmah Cholid Benazir Fahim Chitra Ayu Cempaka Putri Christian Herdinata Damelina B. Tambunan Danarkusuma, Arya Asraf Daniel Kurniawan Daniel Martomanggolo Wonohadidjojo David Sukardi Kodrat Denny Bernardus Denpharanto Agung Krisprimandoyo Dewi, Nyoman Diah Utari Dinata, Yuwono Martha Dwi Jusnita, Tias Dyah Kusuma Wardhani Dyah Kusuma Wardhani Edmond Rantung Efendi, Usman Eko Wahyudi Endi Sarwoko Eny Soenardi Ermitajani Judi, Tjatur Fabiola Leoparjo Fahrul Riza Fahrul Riza Faiza Husnayeni Nahar Fariza, Rahma Febry, Timotius Helena Sidharta Hilda Yunita Wono Ignatius Ivan Sulaksono Ilmi, Sayyidah Hafidhatul Ilyas, Gunawan Bata Indudewi, Febe Yuanita Ratna Irmawanti, Irmawanti Irvan Afiat Ismirani Saputri Ivan Setiawan J.E. Sutanto J.E. Sutanto Jason Lianto, Timothy Johanes Tanzil Judi, Tjatur Ermitajani Kurniawan, Dedy Arik Lala Setiany Wee Lestari, Ika Mutia Liliana Dewi Limanta, Nicko Lookman, Cienthia Maimunah Johari Mas’ud, Riduan Maureen Nuradhi Mayasari, Ludmila Menny, Alviano Herbert Monica Natalia Muhammad Farich Romdhoni Nursaid Nursaid Octaviani, Yanti Olasode, Tikristini Pandu Kurniawan, Ocvan Panjaitan, Felix Patrisia Amanda Pascarina Pebriansyah, Eka Pitaloka, Ratih Dwinanda Raditya, Andreas Rantung, Edmond Riduan Mas'ud Riduan Mas’ud Riduan Mas’ud Romdhoni, Muhammad Farich Sakti Pamungkas, Anggada Salim, Elizabeth Gina Mitayanny Setiawan, Jocelyn Belle Setyawan, Susan Shofwan Naufal Akmal Siregar, Lusyana Sitepu, Rimenda Aminarosa Stevanus Christian Anggrianto Susan Susan Tambunan, Damelia Basauli Tania Susanti Tanjoyo, Catherine Taruna, Johannes Agus Teofilus Teofilus, Teofilus Tiyo Avianto Tri Cahyono Wee, Lala Setiany Wijaya, Patrick Natalion Wijaya, Tarisna Aditya Wijono, Monica Widyati Yuli Kartika Dewi Yulia Nur Hasanah Yusuf Ariyanto Yuwono Marta Dinata Yuwono Martha Dinata