Analyzing the Relationship Between Online Patient Registration System Implementation, Service Effectiveness, and Patient Satisfaction at Drs. H. Amri Tambunan Regional General Hospital
DOI:
https://doi.org/10.35451/jkg.v9i1.3645Keywords:
Hospital Digitalization, Service Effectiveness, Patient Satisfaction, Online Patient Registration SystemAbstract
Hospital administrative services that are not yet optimal, such as long waiting times, disorganized queues, and limited access to information, may affect service effectiveness and patient satisfaction. The implementation of an online patient registration system is one of the strategies to improve service efficiency and provide easier access for patients. The effectiveness of its implementation and its relationship with patient satisfaction still need to be empirically examined. This study aims to analyze the relationship between the implementation of an online patient registration system and service effectiveness as well as patient satisfaction at RSUD Drs. H. Amri Tambunan. This research employed a quantitative design with a correlational approach. The sample consisted of 95 outpatients who used the online registration system through WhatsApp and the Mobile JKN application, selected using accidental sampling. Data were collected using a Likert-scale questionnaire and analyzed using univariate analysis, Shapiro–Wilk normality test, and Spearman Rank correlation test. The results showed that the level of implementation of the online registration system was categorized as high (63.2%) with a mean score of 82.46. Service effectiveness was also categorized as high (65.3%) with a mean score of 83.12, and patient satisfaction was categorized as high (67.4%) with a mean score of 84.25. The correlation analysis revealed a positive and significant relationship between the implementation of the online registration system and service effectiveness (r = 0.621; p = 0.000), as well as patient satisfaction (r = 0.673; p = 0.000). In conclusion, the better the implementation of the online patient registration system, the higher the level of service effectiveness and patient satisfaction. Digital-based registration systems contribute to improving the quality of outpatient administrative services at RSUD Drs. H. Amri Tambunan.
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