Online Registration Impact on Patient Satisfaction at Bhayangkara Bondowoso Hospital

Heri Budiono; Herniyati; FX Ady Soesetio; Dwi Prijatmoko; Bayu Taruna Widjaja Putra

doi:10.33006/jikes.v8i1.780

Authors

Heri Budiono Universitas Jember, Indonesia
Herniyati Universitas Jember, Indonesia
FX Ady Soesetio Universitas Jember, Indonesia
Dwi Prijatmoko Universitas Jember, Indonesia
Bayu Taruna Widjaja Putra Universitas Jember, Indonesia

DOI:

https://doi.org/10.33006/jikes.v8i1.780

Abstract

Abstrak

Inovasi teknologi informasi dalam layanan kesehatan telah mengubah pola perilaku pasien dan manajemen sistem kesehatan, aplikasi pendaftaran online di rumah sakit meningkatkan akses dan kepuasan pasien.Aplikasi registrasi online telah menjadi inovasi penting untuk meningkatkan aksesibilitas dan efisiensi dalam registrasi pasien. Penelitian ini berfokus pada aspek kualitas informasi, layanan, penggunaan, dan kualitas sistem aplikasi untuk memahami dampaknya terhadap kepuasan pasien. Penelitian ini adalah penelitian deskriptif analitik korelasional di Rumah Sakit Bhayangkara, Bondowoso, menggunakan purposive sampling untuk memilih 200 dari 1.152 pasien rawat jalan yang memakai aplikasi pendaftaran online. Analisis data dilakukan dengan Structural Equation Modelling (SEM) menggunakan Confirmatory Factor Analysis (CFA) dan Multiple Regression Analysis (MRA) untuk mengevaluasi pengaruh kualitas informasi, sistem, penggunaan, dan layanan terhadap kepuasan pasien. Hasil penelitian menunjukkan semua variabel independent berpengaruh positif dengan pengaruh terbesar pada variabel X4 (Kualitas Pelayanan) dengan koefisien regresi 0,44, disusul variabel X1 (Kualitas informasi) dengan koefisien regresi 0,376, variabel X3 (Penggunaan) dengan koefisien regresi 0,202 dan variabel X2 (Kualitas Sistem) dengan koefisien regresi 0,083. Penelitian ini memberikan implikasi untuk meningkatkan kepuasan pasien dan efisiensi pendaftaran pasien secara keseluruhan.

Kata kunci: analisis aplikasi, pendaftaran online, kepuasan pasien, rumah sakit

Abstract

Information technology innovations in healthcare have changed patient behavior patterns and health system management, online registration applications in hospitals improving patient access and satisfaction. Online registration applications has become a crucial innovation to improve accessibility and efficiency in patient registration. This study focuses on the aspects of information quality, service, usage, and application system quality to understand their impact on patient satisfaction. This research was a correlational analytical descriptive study at Bhayangkara Hospital, Bondowoso, using purposive sampling to select 200 from 1,152 outpatients who used the Online Registration Application. Data analysis was carried by Structural Equation Modeling (SEM) using Confirmatory Factor Analysis (CFA) and Multiple Regression Analysis (MRA) to evaluate the influence of information quality, systems, use and services on patient satisfaction.The findings showed all independent variables have a positive influence, with the greatest impact from variable X4 (Service Quality) with a regression coefficient of 0.44, followed by variable X1 (Information Quality) with a regression coefficient of 0.376, variable X3 (Usage) with a regression coefficient of 0.202, and variable X2 (System Quality) with a regression coefficient of 0.083. This research provides implications to improve overall patient satisfaction and efficiency of patient registration.

Keywords: application analysis, online registration, patient satisfaction, hospital

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