TRUST, PRIVACY DAN PATIENT SATISFACTION DALAM TELEMEDICINE DI INDONESIA: LITERATURE REVIEW

Abstrak

Perkembangan telemedicine di Indonesia mengalami akselerasi pesat pascapandemi COVID-19, namun kepuasan pengguna pada dimensi keamanan data dan privacy masih berada di bawah ambang yang diharapkan. Penelitian ini bertujuan menganalisis keterkaitan antara trust, privacy, dan patient satisfaction dalam layanan telemedicine di Indonesia, mengidentifikasi faktor determinan kepercayaan dan persepsi privasi pengguna, serta mengevaluasi kontribusi regulasi perlindungan data terhadap kepuasan pasien. Metode yang digunakan adalah kajian kepustakaan (literature review) kualitatif terhadap dua belas artikel ilmiah terseleksi dari basis data Google Scholar, PubMed, dan ScienceDirect, terbitan 2021–2025. Hasil kajian menunjukkan bahwa trust dan privacy merupakan dua variabel yang saling terkait erat dan secara simultan memengaruhi kepuasan pasien. Tiga dimensi determinan teridentifikasi, yakni dimensi teknis, relasional, dan institusional. Kerangka regulasi Indonesia belum sepenuhnya mampu menghasilkan structural assurance yang dirasakan pengguna secara nyata. Disimpulkan bahwa penguatan kepercayaan, perlindungan privasi, dan kepuasan pasien memerlukan sinergi antara peningkatan standar teknis platform, kompetensi tenaga kesehatan digital, dan penegakan regulasi secara konsisten.

The adoption of telemedicine in Indonesia has accelerated significantly in the post-COVID-19 era; however, user satisfaction regarding data security and privacy remains below the expected threshold. This study aims to analyze the relationship between trust, privacy, and patient satisfaction in Indonesian telemedicine services, identify determinant factors shaping user trust and privacy perceptions, and evaluate the contribution of data protection regulations to patient satisfaction. A qualitative literature review was conducted on twelve selected scientific articles sourced from Google Scholar, PubMed, and ScienceDirect, published between 2021 and 2025. Findings reveal that trust and privacy are two closely interrelated variables that simultaneously influence patient satisfaction. Three determinant dimensions were identified: technical, relational, and institutional. Indonesia's existing regulatory framework has yet to generate tangible structural assurance for users. It is concluded that strengthening trust, privacy protection, and patient satisfaction requires synchronized efforts across platform technical standards, digital health workforce competency, and consistent regulatory enforcement.