The Effect of Online Queue Implementation and Service Quality on Patient Satisfaction at Kendangsari Mother and Child Hospital Surabaya
DOI:
https://doi.org/10.24256/kharaj.v8i2.10138Keywords:
Online Queue Implementation, Service Quality, Patient Satisfaction, Mother and Child HospitalAbstract
Digital transformation in healthcare, particularly through online queue systems, has become a vital instrument for improving operational efficiency and patient comfort in the post-pandemic era. This study aims to analyze the effect of online queue implementation (X₁) and service quality (X₂) based on SERVQUAL dimensions on patient satisfaction (Y) at RSIA Kendangsari Surabaya. A quantitative descriptive approach was applied using multiple linear regression analysis on 121 outpatient respondents who utilized the online queue system. The results show that online queue implementation does not have a significant partial effect on patient satisfaction (t=0.971, sig.=0.333), as it is perceived as a standard facility (hygiene factor). Service quality, however, has a significant positive partial effect (t=5.952, sig.=0.000). Simultaneously, both variables significantly influence patient satisfaction (F=29.672, sig.=0.000) with a coefficient of determination of 33.46%. Management is advised to prioritize service quality improvements, especially staff empathy (Empathy) and responsiveness, while continuously optimizing the technical features of the online queue system.
References
Abdu, S., & Patarru, F. (2023). Analisis Kualitas Pelayanan Rawat Inap dengan Menggunakan Pendekatan Metode Servqual. Jurnal Keperawatan Florence Nightingale, 6(5), 52–58. https://doi.org/https://doi.org/10.52774/jkfn.v6i2.117
Andaleeb, S. S. (2001). Service Quality Perceptions and Patient Satisfaction: A Study of Hospitals in a Developing Country. Social Science & Medicine, 52, 1359–1370.
Anshori, M. I., Astutiek, D., Angesti, D., Prasetyorini, A., & Sholeh, M. (n.d.). Perilaku Organisasi dalam Manajemen Perubahan di Era Digital. Yayasan Putra Adi Dharma.
Anwar, M. (2020). Manajemen Strategik: Daya Saing dan Globalisasi (1st ed.). Sasanti Institute.
Apriani, R., & Nurcahyo, G. W. (2021). Tingkat Kepuasan Pasien RSIA Siti Hawa dalam Upaya Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL). Jurnal Sistim Informasi Dan Teknologi, 3(3), 150–155. https://doi.org/https://doi.org/10.37034/jsisfotek.v3i3.59
Ardhiarisca, O., Wijayanti, R. R., Sutantio, A., Harkat, A., Ardiansyah, D., Ghozali, N. A. W., & Pratiwi, A. F. (2024). Pengantar Manajemen (1st ed.). Widina Media Utama.
Arifin, M. A., & Balqis. (2024). Collaborative Strategy in Health Politics: A Literature Review. Journal of Health Literacy and Qualitative Research, 4(1), 35–40.
Bawiling, E. E., Pangkerego, S., Bawaeda, O., & Akay, T. (2025). Hubungan Kualitas Pelayanan Kesehatan dengan Tingkat Kepuasan Pasien Rawat Jalan Puskesmas Lirung. Jurnal Dharma Medika, 5(1).
Brahmbhatt, M., Baser, N., & Joshi, N. (2011). Adapting the Servqual Scale to Hospital Service: An Empirical Investigation of Patients’ Perceptions of Service Quality. International Journal of Multidisciplinary Research, 1(8).
Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model. Journal of Service Research, 10(2), 123–141. https://doi.org/https://doi.org/10.1177/1094670507309594
Departemen Kesehatan Republik Indonesia. (2006). Pedoman Manajemen Mutu Pelayanan Kesehatan.
Departemen Kesehatan Republik Indonesia. (2009). Pedoman Manajemen Pelayanan Kesehatan Primer.
Donabedian, A. (1988). The Quality of Care: How Can It Be Assessed? JAMA, 260(12).
Farida, S. I. (2002). Manajemen dan Kepemimpinan (1st ed.). CV. Eureka Media Aksara.
Handoko, T. H. (2015). Pengantar Manajemen (2nd ed.). BPFE Universitas Gadjah Mada.
Hasibuan, O., & Hutapea, J. Y. (2021). Pengaruh Kualitas Pelayanan Medis Terhadap Kepuasan Pasien pada Puskesmas Janjimatogu. Jurnal Sosial Dan Teknologi, 1(12), 612–621.
Ikhyana, F. K., Setyawan, F. E. B., Pratama, P., & Iswanti, Y. (2023). Keefektifan Sistem Pendaftaran dan Antre Online terhadap Pelayanan Kesehatan. Community Medicine and Public Health of Indonesia Journal, 4(1), 103–110.
Judijanto, L., Laksono, R. D., Ningsih, Wasita, R. R. R., & Suarti, E. (2024). Pengantar Epidemiologi: Teori Komprehensif. PT. Sonpedia Publishing Indonesia.
Kementerian Kesehatan Republik Indonesia. (n.d.-a). Peraturan Menteri Kesehatan Nomor 24 Tahun 2022 tentang Rekam Medis Elektronik.
Kementerian Kesehatan Republik Indonesia. (n.d.-b). Roadmap Transformasi Digital Kesehatan 2021–2024.
Kosasih. (2023). Manajemen Organisasi: Teori, Konsep dan Implementasi (1st ed.). CV. AA. Rizky.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education Limited.
Kristianti, T., & Sriwijaya, S. B. (2025). Evaluation of Hospital Service Quality with the SERVQUAL Method Approach and Quality Function Deployment (QFD). Journal of Health, Economics, and Social Sciences, 7(2), 866–874. https://doi.org/https://doi.org/10.56338/ijhess.v7i2.7379
Kurniasi, G. (2025). Strategi Manajemen dalam Meningkatkan Efektivitas dan Efisiensi Organisasi. Jurnal Dinamika Sosial Dan Sains, 2(2), 498–502.
Lestari, R. P. R., Kosasih, K., Rulia, R., Yuliaty, F., & Asnar, E. S. M. (2025). Dampak citra dan kualitas layanan rumah sakit terhadap kepuasan pasien serta implikasinya terhadap loyalitas pasien di Rumah Sakit Mata Lampung Eye Center. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 5(2), 1051–1064.
Lytras, M. D., Housawi, A. A., & Alsaywid, B. S. (2023). Digital Transformation in Healthcare in Post-COVID-19 Times. Academic Press Publications.
Mangindara, Rahmadani, S., & Devi, S. (2022). Jaminan Mutu Kesehatan (1st ed.). CV. Feniks Muda Sejahtera.
Mangindara, Windarti, S., & Nadya, A. (2023). Implementasi Sistem Informasi Manajemen Rumah Sakit (SIMRS). Penerbit NEM.
Melliasari, H., Dwiyono, I., Purwadhi, & Widjaya, Y. R. (2024). Digital Leadership Skill dan Peranannya bagi Kepemimpinan Institusi Pelayanan Kesehatan di Era Digital. Syntax Idea, 6(9).
Niawati, W., Berliana, N., & Marisdayana, R. (2020). Analisis Kualitas Pelayanan terhadap Kepuasan Pasien di Puskesmas Kenali Besar Kota Jambi. Journal of Healthcare Technology and Medicine, 6(2), 826–836.
Oktaviani, S. P., Setiatin, S., & Nuraeni, Y. A. (2024). Evaluation of The Use of Online Queues As An Effort to Increase Effectiveness In The Registration Process At Hospital X. International Journal Prima Husada Health, 1(3), 39–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1).
Pardi, N., Pardi, P. U. S., & Weni, D. E. (2025). Konsep Dasar Manajemen. Jurnal Pendidikan Kreativitas Pembelajaran, 7(1), 146–156.
Prasastin, O. V., Noor, F. A., Pinto, S., & Anggraini, A. N. (2023). Digital Literacy Improvement and Patient Registration System Training Through of Good Care Application at Primary Healthcare in Indonesia and Timor Leste. Jurnal Kreativitas Pengabdian Kepada Masyarakat, 6(10), 4020–4030.
Pratama, E. A., Sukoharsono, E. G., & Rasyid, H. A. (2024). The Effect of Service Quality and System Quality on Online Registration Application on User Satisfaction with Usage Frequency as an Intervening Variable. The International Journal of Accounting and Business Society, 32(1), 12–22.
Putri, D. N. S., Putri, N. N. S., Ramadhani, A., Imsyamru, T. B. R., Anggaraini, N. D., Untiami, N. P., Saphira, M. Z., Sabri, R., & Arbitera, C. (2025). Digitalisasi Antrean Pelayanan Kesehatan Sebagai Inovasi Strategis Menghadapi Perubahan Perilaku Pasien. Jurnal Kesehatan Tambusai, 6(4), 18054–18062.
Ramadhan, F. (2020). Manajemen Logistik Alat Kesehatan di Puskesmas. Higeia Journal of Public Health Research and Development, 4(2), 212–222.
Robbins, S., Bergman, R., & Coulter, M. (2018). Management (8th ed.). Pearson Australia Group.
Rosmayani, P. A., Agustin, E. N., Zhafarin, B. S., Yusuf, H. A., & Wasir, R. (2023). The Effect of Service Quality on Patient Loyalty in The Hospital. Jurnal Kesehatan Tambusai, 4(20), 770–778.
Sugiman, R. A., Prasti, D., & Suparman. (2025). Design and Implementation of Electronic Queue System at Walenrang Health Center for Service Optimization. Research of Artificial Intelligence, 5(2), 1054–1062.
Sulaiman, E. S. (2021). Manajemen Kesehatan: Teori dan Praktik di Puskesmas. Gajah Mada University Press.
World Health Organization. (2021). Global Strategy on Digital Health 2020–2025.
Yousapronpaiboon, K. (2014). SERVQUAL: Measuring Higher Education Service Quality in Thailand. Procedia Social and Behavioral Sciences, 116, 1088–1095. https://doi.org/https://doi.org/10.1016/j.sbspro.2014.01.350
Zeithaml, V. A., Bitner, M. J., Gremler, D. D., & Mende, M. (2018). Service Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill Education.
Zhou, G., Shi, S., Qian, Q., & Zheng, Q. (2025). Improving Patients’ Satisfaction through Service Digitalization: A Cross-Sectional Study Based on the Theory of Psychological Empowerment. BMC Health Services Research, 25, 1511.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Tri Hedianto, Farida Yuliaty, Ayu Laili Rahmiati, Kosasih, Vip Paramarta
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. In line with the license, authors are allowed to share and adapt the material. In addition, the material must be given appropriate credit, provided with a link to the license, and indicated if changes were made. If authors remix, transform or build upon the material, authors must distribute their contributions under the same license as the original.
