Analisis Keberhasilan Transformasi Digital Dalam Menghadapi Disrupsi Layanan Kesehatan Digital
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Abstract
Pandemi COVID-19 dan pertumbuhan pesat platform digital health seperti Halodoc dan Alodokter mendisrupsi industri layanan kesehatan Indonesia, mendorong PT Kimia Farma Tbk melakukan transformasi digital sejak 2020. Penelitian ini menganalisis keberhasilan transformasi digital Kimia Farma dengan membandingkan langsung persepsi pelanggan terhadap kondisi layanan sebelum dan sesudah transformasi. Menggunakan metode deskriptif kuantitatif dengan desain retrospective pre-post, survei daring menargetkan minimal 100 responden; setelah proses penyaringan berdasarkan kriteria pengalaman lintas periode, diperoleh 116 responden valid dari 124 responden yang berpartisipasi. Seluruh 21 item instrumen dinyatakan valid (r-hitung > r-tabel = 0,182) dan reliabel pada lima dimensi (Cronbach's Alpha 0,702–0,778). Hasil menunjukkan responden kuat mengonfirmasi hambatan nyata pada kondisi sebelum transformasi digital (mean = 4,08), terutama keterbatasan akses lokasi dan jam operasional. Setelah transformasi, persepsi meningkat konsisten pada seluruh dimensi: aksesibilitas dan kepraktisan (4,31), kualitas layanan digital (4,26), kepuasan dan loyalitas (4,36), dan persepsi keberhasilan (4,29), dengan variabilitas jawaban yang jauh lebih rendah dibanding sebelumnya. Triangulasi dengan McKinsey 7S dan Kotter 8-Step Change Model menunjukkan perubahan signifikan pada elemen Strategy, Systems, dan Shared Values, sementara Staff, Skills, dan Style masih dalam penguatan. Penelitian menyimpulkan transformasi digital Kimia Farma berhasil dari perspektif pelanggan, dengan layanan konsultasi dokter daring dan pengembangan fitur aplikasi sebagai prioritas perbaikan berikutnya.
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