Efektivitas Layanan Kesehatan Menggunakan Chatbot dan Faktor-Faktor yang Memengaruhi Kepuasan Penggunanya: Tinjauan Literatur
Abstract
Pelayanan kesehatan dituntut dapat memenuhi kebutuhan penggunanya. Inovasi chatbot dalam layanan kesehatan telah mampu meningkatkan efisiensi layanan yang diberikan. Penggunaannya dinilai sebagai solusi untuk mengatasi kesenjangan masalah layanan kesehatan. Penelitian dilakukan dengan mengkaji 10 artikel ilmiah dengan kata kunci mengenai penggunaan layanan chatbot dalam bidang kesehatan. Tinjauan literatur ini akan berfokus pada analisis efektivitas layanan chatbot dalam bidang kesehatan dan faktor-faktor yang memengaruhi kepuasan pelanggan atau pengguna layanan kesehatan chatbot. Hasil
kajian ini menunjukkan efektivitas layanan kesehatan chatbot yang dipengaruhi oleh faktor akurasi, aksesibilitas, penggunaan yang praktis, kualitas informasi dan layanan serta pendekatan emosional yang tepat sehingga mampu memenuhi ekspektasi penggunanya.
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DOI: https://doi.org/10.15416/ijcp.2024.13.2.57243
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