PA GE 20
28 IPRC 2022/BOR B-Life in Covid-19 Pandemic 03
The Effectiveness of Online Counselling and Its Relationship with Client Satisfaction in the Era of the COVID-19 Pandemic
Muhammad Iqbal1, Ade Ubaidah2, Dini Hanifa3
muhammad.iqbal@paramadina.ac.id1, ade.ubaidah@mercubuana.ac.id2, dinihanifa26@gmail.com3
Universitas Paramadina1, Universitas Mercu Buana2, Universitas Indonesia3 Indonesia
ABSTRACT
Online counseling services are one of the alternative services that contribute to improve mental health for individuals and families, especially during the COVID-19 pandemic. The aims of the study to provide an overview of client evaluation information on its effectiveness. Quantitative research with survey methods and descriptive data processing with correlational testing. This research used Online Counseling Attitude Scale (OCAS) for attitudes and Client Satisfaction Questioners (CSQ-8) for satisfaction with online counseling services during the COVID-19 pandemic. The population was online counseling clients during the Covid 19 pandemic with a total sample of 65 clients from a psychological counseling bureau X in the South Tangerang area, West Java. Analysis of data using descriptive analysis and correlational using Pearson correlation test. Data indicates a positive attitude towards online counseling services (50.8%) encourages optimal client involvement in counseling sessions (r = 0. 490;
Sign = 0) so that clients are very satisfied with online counseling services based on the perceived effectiveness of the assistance (73.8%). Data can be useful information for continuously evaluating client satisfaction with online counseling services so that more optimal, effective, and widely accessible services can continue to be developed.
Keywords: online counseling, satisfaction, attitude and effectiveness, pandemic
