Effectiveness Of Application-Based Online Service (Halo Hermina) at Hermina Hospital Sukabumi

Abstract

Application-based online service through Halo Hermina at Hermina Sukabumi Hospital is a form of digital service innovation in the health sector. Although the use of online registration has increased, several problems remain, such as patients still registering directly, limited understanding of how to use the application, and technical complaints related to login, OTP, notifications, and doctor schedules. This condition indicates that the effectiveness of online service has not been fully optimal. This study aims to analyze the effectiveness of application-based online service through Halo Hermina and the inhibiting factors in its implementation. This research uses a descriptive qualitative approach, with data collected through observation, interviews, and documentation. The analysis applies Tangkilisan's effectiveness theory, which includes target achievement, adaptability, job/user satisfaction, and responsibility. The results show that online service through the Halo Hermina application is quite effective because it helps facilitate registration and access to hospital service information. However, its effectiveness is still hindered by limited socialization, users' limited digital skills, technical problems in the application, and suboptimal responses to complaints. Therefore, it is necessary to improve socialization, provide user assistance, enhance the application system, and strengthen complaint-handling services so that online services can operate more effectively.