The Influence Of Online Registration Application Implementation And Waiting Time On Patient Satisfaction Through Health Worker Performance As A Mediating Variable At Rsud Ibnu Sina Gresik
DOI:
https://doi.org/10.24256/kharaj.v8i1.9957Keywords:
Online Registration Application, Waiting Time, Health Worker Performance, Patient Satisfaction, RSUD Ibnu Sina GresikAbstract
This study aims to analyze the influence of online registration application implementation and service waiting time on patient satisfaction through health worker performance as a mediating variable at RSUD Ibnu Sina Gresik. The research method used is quantitative with descriptive and verificative approaches. Data collection was carried out by distributing questionnaires to 100 outpatient respondents. The data analysis techniques utilized Path Analysis and the Sobel Test. The results showed that: (1) online registration application had a positive and significant effect on health worker performance (β = 0.259; t = 2.522; sig. = 0.013); (2) waiting time had no significant partial effect on health worker performance (β = 0.174; t = 1.696; sig. = 0.093); (3) both variables simultaneously influenced health worker performance (F = 7.409; sig. = 0.001; R² = 13.3%); (4) health worker performance significantly influenced patient satisfaction (β = 0.545; t = 6.439; sig. = 0.000; R² = 29.7%); (5) health worker performance fully mediated the relationship between application and patient satisfaction (Sobel Z = 2.348; p = 0.019); and (6) health worker performance did not mediate the influence of waiting time on patient satisfaction (Sobel Z = 1.640; p = 0.101). This study concludes that optimizing registration technology effectively supports staff performance, which directly impacts patient satisfaction.
References
Arifin. (2024). Penerapan sistem pendaftaran daring berbasis Android di RSUD Ibnu Sina Gresik. Gresik: RSUD Ibnu Sina.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
Harper, P. R., & Gamlin, H. M. (2003). Reduced outpatient waiting times with computer simulation and redesign: The Lancaster experience. Journal of the Operational Research Society, 54(10), 1033–1044.
Hastuti, et al. (2022). Pengaruh pendaftaran online terhadap waktu tunggu dan kepuasan pasien rawat jalan di RS Bhayangkara Makassar. Jurnal Penelitian Kesehatan Pelamonia Indonesia, 6(1).
Hidayat, R., Nugroho, A., & Santoso, B. (2023). Faktor-faktor yang mempengaruhi kepuasan pasien terhadap layanan digital rumah sakit. Indonesian Journal of Health Service Management, 5(3), 278–293.
Jamjoom, A. A., et al. (2014). Hospital Inffformation System implementation: Human, technological, and organizational factors. International Journal of Medical Informatics, 83(11), 787–798.
Julianto, et al. (2022). Pengaruh waktu tunggu di loket pendaftaran terhadap kepuasan pasien rawat jalan di Puskesmas Aikmel. Nusadaya Journal of Public Health, 1(1).
Kementerian Kesehatan Republik Indonesia. (2008). Keputusan Menteri Kesehatan No. 129/Menkes/SK/IV/2008 tentang Standar Pelayanan Minimal Rumah Sakit. Jakarta: Kemenkes RI.
Kementerian Kesehatan Republik Indonesia. (2022). Roadmap transformasi digital kesehatan 2024–2029. Jakarta: Kemenkes RI.
Kurniawati (2021). Dampak penerapan aplikasi pendaftaran online terhadap waktu tunggu dan kepuasan pasien di RS Dr. Oen Solo Baru. KARS Journal of Hospital Accreditation, 4(2).
Nursalam. (2015). Metodologi penelitian dalam keperawatan. Jakarta: Salemba Medika.
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), 12–40.
Riduwan, Kuncoro. (2014). Belajar mudah penelitian untuk guru, karyawan, peneliti pemula. Bandung: Alfabeta.
Rumana, et al. (2021). Kepuasan pasien terhadap aplikasi pendaftaran online menggunakan metode EUCS di RSUP Fatmawati. Journal of Hospital Management, 4(1).
RSUD Ibnu Sina Gresik. (2024). Profil layanan dan alur pendaftaran pasien rawat jalan. Gresik: RSUD Ibnu Sina.
Seta, A. A., et al. (2023). Literature review: Tinjauan penerapan aplikasi sistem pendaftaran online berbasis web bagi pasien rawat jalan. JIMKESMAS, 8(4).
Yuliaty, F., et al. (2022). Buku multivariat terapan. Bandung: CV Widina Media Utama.
Sugiyarto, & Junaedi. (2021). Sistem pendaftaran online melalui OKADOC dan kepuasan pasien di RS Permata Pamulang. Derivatif: Jurnal Manajemen, 15(1).
Utari, & Mulyanti. (2023). Kinerja tenaga kesehatan dan kepuasan pasien. Jurnal Manajemen Kesehatan Indonesia.
Widjaja, A., & Rahman, F. (2022). Dampak penerapan sistem informasi rumah sakit terhadap kinerja tenaga kesehatan. Jurnal Administrasi Rumah Sakit Indonesia, 8(4), 415–429.
Yunengsih, et al. (2024). Dampak aplikasi pendaftaran online terhadap efisiensi kerja di RS Hasna Medika Cirebon. JIMIK, 5(3), 2755–2763.
Yuliaty, F., et al. (2022). Buku multivariat terapan. Bandung: CV Widina Media Utama.
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright (c) 2026 Riyan Charlie Milyantono, Farida Yuliaty, Rulia
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.
