An Analysis of Hospital Information Systems and Service Quality on Patient Satisfaction in Maternal and Child Health Services in Indonesia
Article Sidebar
Main Article Content
Abstract
This study analyzes the effect of Hospital Information Systems (HIS) and service quality on patient satisfaction in maternal and child health care services in Indonesia. A quantitative research design was applied using a cross-sectional approach involving 150 respondents who had utilized maternal and child health services. Data were collected using a structured questionnaire based on a five-point Likert scale and analyzed using SPSS version 25. The analysis included descriptive statistics, validity and reliability testing, classical assumption tests, and multiple linear regression analysis. The results indicate that both Hospital Information Systems and service quality have a positive and significant effect on patient satisfaction. Service quality demonstrates a stronger influence compared to HIS. The coefficient of determination (R²) of 0.610 indicates that 61% of the variation in patient satisfaction is explained by the two independent variables. The findings highlight the importance of integrating digital health systems with high-quality service delivery to improve patient satisfaction in maternal and child health care settings. This study provides practical implications for hospital management and policymakers in strengthening healthcare service performance through technological and human resource improvements.
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Abu-Nazir, W., Jadalla, I., & Naseri, A. (2016). Impact of Customer Service Quality on Business Performance in Hospitality Industries: An empirical study. J. Tour. Hosp. Sport, 17, 10–28.
Alamsyah, M. I., Dirgantari, P. D., Rahayu, A., Wibowo, L. A., & Disman. (2023). Strategic Mapping of Corporate and Business Strategies in the Healthcare Sector: A Case Study of ABC Hospital in Indonesia. East Asian Journal of Multidisciplinary Research , 2(6 SE-Articles), 2427–2444. https://doi.org/10.55927/eajmr.v2i6.4384
Bentum-Micah, G., Cai, L., Atuahene, S. A., Ameyaw, M. A., Bondzie-Micah, V., & Adu-Yeboah, S. S. (2024). Health provider administration functions, patient satisfaction, and loyalty: Their mediation by patient healthcare service quality perceptions. Journal of Psychology in Africa, 34(1), 65–72.
Bloomfield, B. P., Coombs, R., Cooper, D. J., & Rea, D. (1992). Machines and manoeuvres: responsibility accounting and the construction of hospital information systems. Accounting, Management …. https://www.sciencedirect.com/science/article/pii/095980229290009H
Chen, Y., Li, C., & Wang, H. (2022). Big Data and Predictive Analytics for Business Intelligence: A Bibliographic Study (2000–2021). Forecasting. https://www.mdpi.com/2571-9394/4/4/42
De Simone, S., Planta, A., & Cicotto, G. (2018). The role of job satisfaction, work engagement, self-efficacy and agentic capacities on nurses’ turnover intention and patient satisfaction. Applied Nursing Research, 39, 130–140.
Hussain, I., Mu, S., Mohiuddin, M., Danish, R. Q., & Sair, S. A. (2020). Effects of sustainable brand equity and marketing innovation on market performance in hospitality industry: Mediating effects of sustainable competitive advantage. Sustainability, 12(7), 2939.
Jones, C. S., & Dewing, I. P. (1997). The attitudes of NHS clinicians and medical managers towards changes in accounting controls. Financial Accountability &Management. https://doi.org/10.1111/1468-0408.00037
Kee, D. M. H., Lee, J. V. K., Azlan, I., Subramaniam, J., Koay, J. C. W., Putri, A. M., Asthana, R., Shrivastava, K., & Beg, A. (2023). Sustainability in the food and beverage industry: A comparative study of Malaysia, India, and Indonesia. International Journal of Tourism and Hospitality in Asian Pacific, 6(3), 1–17.
KhanMohammadi, E., Talaie, H., & Azizi, M. (2023). A healthcare service quality assessment model using a fuzzy best–worst method with application to hospitals with in-patient services. Healthcare Analytics, 4, 100241.
KS, S., & Barkur, G. (2023). Assessment of healthcare service quality effect on patient satisfaction and care outcomes: A case study in India. Cogent Business & Management, 10(3), 2264579.
Ku, J.-H., Ryu, U.-H., & Kwon, Y.-D. (2023). Service Design for Healthcare Quality Improvement: An Implementation Approach for Enhancing Patient Experience. Quality Improvement in Health Care, 29(2), 47–63.
Li, B., Zhang, T., Hua, N., & Wang, Y. (2021). A dynamic model of crisis management from a stakeholder perspective: the case of COVID-19 in China. Tourism Review. https://doi.org/10.1108/TR-09-2020-0413
Lubis, A. H. (2024). Classification of Patient Satisfaction Level on Health Services Using the C4. 5 Algorithm. Jurnal Riset Informatika, 6(2), 95–102.
Natalia, F., Sarjono, H., Prihatma, O., & Putra, B. (2023). Systematic Literature Review: Employee Empowerment in Indonesia’s Hotel Industry. 2014, 654–663. https://doi.org/10.46254/ap03.20220104
Nyland, K., & Pettersen, I. J. (2004). The control gap: the role of budgets, accounting information and (non‐) decisions in hospital settings. Financial Accountability &Management. https://doi.org/10.1111/j.1468-0408.2004.00187.x
Ogbonnaya, C., Tillman, C. J., & Gonzalez, K. (2018). Perceived organizational support in health care: The importance of teamwork and training for employee well-being and patient satisfaction. Group & Organization Management, 43(3), 475–503.
Prusiński, T. (2022). The strength of alliance in individual psychotherapy and patient’s wellbeing: The relationships of the therapeutic alliance to psychological wellbeing, satisfaction with life, and flourishing in adult patients attending individual psychotherapy. Frontiers in Psychiatry, 13, 827321.
Sumardika, A., Razak, I., & Yuaniko, Y. (2024). Effect of Healthcare Service Quality and Price on Patient Satisfaction. Marketing and Business Strategy, 1(2), 107–116.
Tessema, D., Nuhu, J., Obeng, H., & Assefa, H. (2024). Total quality management, patient satisfaction, service quality and trust inter relationship in the healthcare sector: The case of Ethiopian Public HospitalsTotal quality management, patient satisfaction, service quality and trust inter relationship in th. Uluslararası Anadolu Sosyal Bilimler Dergisi, 8. https://doi.org/10.47525/ulasbid.1402805
Viegas, I. (2024). Analysis Of Healthcare Quality In The Era Of Digitalization: Challenges And Opportunities. International Journal of Social Service and Research, 4. https://doi.org/10.46799/ijssr.v4i7.857