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All Journal Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Petanda : Jurnal Ilmu Komunikasi dan Humaniora
Dewi, Rima Kusumah
Unknown Affiliation
Humanities Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

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Difusi Inovasi Chatbot Vanrita dalam Komunikasi Pelayanan Kesehatan di RSUD Daya Makassar Muris, Dendy; Dewi, Rima Kusumah
Petanda: Jurnal Ilmu Komunikasi dan Humaniora Vol 7, No 3 (2025): Desember 2025
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/petanda.v7i3.6215

Abstract

This study examines the digital innovation “Vanrita” chatbot (Virtual Assistant Balla Garring Ta) as a form of public communication transformation at Daya Public Hospital, Makassar. The research addresses the gap between Indonesia’s national digital health vision and the limited technological adoption in local public hospitals. The study aims to analyze user acceptance of Vanrita, factors influencing adoption decisions, and the relevance of this innovation to service efficiency and quality. A qualitative case study was conducted through in-depth interviews with 14 participants, including medical staff, public relations officers, and patients. Guided by Rogers’ Diffusion of Innovation Theory (2003), four dimensions were analyzed: innovation elements, characteristics, innovation process, and adopter categories. Findings reveal that Vanrita demonstrates strong relative advantage, high cultural compatibility, and low complexity, contributing to faster adoption among digitally literate users. However, adoption remains limited among elderly and non-digital users. The study concludes that effective interpersonal communication, sustained promotion, and institutional support are essential for strengthening the diffusion of digital innovations in public healthcare communication.
Understanding Patient Loyalty Strategy in Military Healthcare: The Influence of Service Quality, Engagement, and Unique Experiences Dewi, Rima Kusumah; Seswanto, Pudji
Dinasti International Journal of Economics, Finance & Accounting Vol. 7 No. 3 (2026): Dinasti International Journal of Economics, Finance & Accounting (July - August
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v7i3.6954

Abstract

This study, entitled Understanding Patient Loyalty Strategy in Military Healthcare: The Influence of Service Quality, Engagement, and Unique Experiences, aims to investigate the effects of Service Quality, Patient Engagement, and Unique Experience on Patient Loyalty, with Patient Satisfaction serving as a mediating variable. A quantitative research approach was employed, using a survey of 255 users of military healthcare services. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) through SmartPLS software. The results indicate that Unique Experience has a positive and significant effect on Patient Satisfaction (β = 0.634; p < 0.001), whereas Service Quality (β = 0.025; p = 0.885) and Patient Engagement (β = 0.090; p = 0.637) do not exhibit significant effects. Furthermore, Patient Satisfaction has a positive and significant effect on Patient Loyalty (β = 0.856; p < 0.001). The mediation analysis reveals that Patient Satisfaction mediates only the relationship between Unique Experience and Patient Loyalty, whereas the mediating effects of Patient Satisfaction on the relationships between Service Quality and Patient Loyalty, and between Patient Engagement and Loyalty, are not supported. These findings suggest that patient loyalty in military healthcare is shaped more by unique service experiences than by service quality or patient engagement.
Co-Authors Muris, Dendy Seswanto, Pudji