PERBEDAAN TINGKAT KEPUASAN PASIEN PADA SISTEM PENDAFTARAN ONLINE DAN OFFLINE DI RSUD DR. MOEWARDI SURAKARTA
DOI:
https://doi.org/10.69714/ygrx1p15Keywords:
Patient Satisfaction, Online Registration, Offline Registration , HospitalAbstract
The patient registration system is an important factor in hospital services that affects patient satisfaction; with the advancement of technology, RSUD Dr. Moewardi Surakarta has begun implementing an online registration system to improve efficiency and access. However, differences in patient characteristics and digital literacy lead to varying user experiences between the online and offline systems. Therefore, this study aims to determine whether there is a difference in the level of patient satisfaction based on the registration system used. The study employed a comparative quantitative method with a cross-sectional approach, involving 399 respondents obtained from a population of 112,655 outpatient visits during the period of October to December 2024 who used either the online or offline registration system. The sample was selected using stratified random sampling, consisting of 395 respondents from the online registration system and 4 respondents from the offline system. Data were analyzed using the Mann-Whitney U test due to the non-normal distribution of the data, which showed no significant difference in satisfaction levels between users of the online and offline systems (p = 0.443), although the mean rank for offline registration (243.88) was higher than that for online (199.56). Based on these results, it is recommended that RSUD Dr. Moewardi continue to improve the quality of services in both registration systems by focusing on enhancing the accessibility and user-friendliness of the online system, while also maintaining the offline system to serve patient groups less familiar with technology, in order to ensure and improve overall patient satisfaction in the future.
References
Peraturan Menteri Kesehatan Nomor 3 Tahun 2020 tentang Klasifikasi dan Perizinan Rumah Sakit.
I. Sahambangung, M. Mantiri, dan S. Sampe, “Kualitas Pelayanan Kesehatan Di Rumah Sakit Umum Daerah Lapangan Sawang Kabupaten Kepulauan Siau Tagulandang Biaro,” J. Gov., vol. 1, no. 2, hal. 2, 2021.
T. G. Salsabila, N. A. Rumana, D. Sonia, dan Muniroh, “Perbedaan Kepuasan Pasien berdasarkan Sistem Pendaftaran Online dan Langsung di Rumah Sakit YPK Mandiri Jakarta Pusat,” INSOLOGI J. Sains dan Teknol., vol. 2, no. 5, hal. 1003–1008, 2023, doi: 10.55123/insologi.v2i5.2755.
A. R. Vanchapo dan Magrifoh, Mutu Pelayanan Kesehatan dan Kepuasan Pasien Penerbit : Tata Mutiara Hidup Indonesia,October. 2022.
E. Hidayati, I. R. Putri, dan S. yudha A.U, “Perbedaan tingkat kepuasan pelanggan terhadap sistem pendaftaran online dan sistem pendaftaran langsung di instalasi rawat jalan RSUP dr. Sardjito Yogyakarta,” 2019.
K. Abdullah dkk., Metodologi Penelitian Kuantitatif, Aceh. Yayasan Penerbit Muhammad Zain, 2022.
Y. S.A Putri, “Analisis Faktor-Faktor yang Mempengaruhi Penggunaan Aplikasi Kesehatan Digital oleh Masyarakat Perkotaan,” J. Kesehat. Digit. Indones., vol. 2, no. 1, hal. 25–33, 2021.
Susanti, “Gender dan Perilaku Digital dalam Pelayanan Kesehatan,” J. Sos. Teknol., vol. 3, no. 4, hal. 100–112, 2020.
W. T, “Pengaruh Literasi Digital terhadap Kualitas Penggunaan Aplikasi Kesehatan,” J. Teknol. Inf. Kesehat., vol. 5, no. 2, hal. 88–95, 2022.
L. N. Haliza, I. Purwanti, A. Y. Wicaksono, dan D. R. N. Lailyningsih, “Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pasien (Studi pada Ruang Rawat Inap RSI Nashrul Ummah Lamongan),” J. Melati, vol. 36, hal. 1–14, 2020.
K. Cyntia, N. Seastama, D. H. Putra, dan N. A. Rumana, “Analisis Perbedaan Kepuasan Pasien Berdasarkan Sistem Pendaftaran di Rumah Sakit Pelabuhan Jakarta,” J. Kesehat. Tambusai, vol. 5, hal. 12359–12366, 2024.
N. U. Chasanah, T. A. Sutrisno, dan A. S. Wariyanti, “Analisis Kepuasan Pasien Terhadap Sistem Pendaftaran Online Dibanding Sistem Pendaftaran Onsite di RSUD Pandan Arang Boyolali Analysis Of Patient Satisfaction On Online Registration System Compared To Onsite Registration Systemat Pandan Arang Boyolali Hos,” Indones. J. Heal. Inf. Manag., vol. 3, no. 3, hal. 1, 2023, doi: doi.org/10.54877/ijhim.v4i2.123.
A. A. H. Vivi Rohmatul Ula, Darianto, “Meningkatkan Kepuasan Pasien melalui Pelayanan Prima dan Trust Pasien,” J. Media Komun. Ilmu Ekon., vol. 37, no. 1, hal. 46–56, 2021.
S. W. Primadhani, Y. Ilyas, dan A. I. Atthahirah, “Sistem Pendaftaran Online sebagai Suatu Strategi Peningkatan Layanan Rumah Sakit,” Media Publ. Promosi Kesehat. Indones. Indones. J. Heal. Promot., vol. 6, no. 1, hal. 56–61, 2023, doi: doi.org/10.56338/mppki.v6i1.2890.
R. Ceriana dan H. Hidayati, “Studi Tingkat Kepuasan Pasien dan Masyarakat Rawat Inap dan Rawat Jalan Terhadap Pelayanan Kefarmasian di RSUD Teungku Peukanaceh Barat Daya,” J. Pharm. Heal. Res., vol. 1, no. 1, hal. 1–5, 2020.
I. H. El Kariema, S. Siyoto, dan R. Wardani, Pendaftaran Pasien Rawat Jalan Dengan Sistem Online Di Pusat Pelayanan Kesehatan. Kediri: STRADA PRESS, 2020.
N. S. Muhayyah dan N. Naryati, “Hubungan Komunikasi Terapeutik Terhadap Kepuasan Pasien Di Ruang Rawat Inap Rumah Sakit Islam Jakarta Cempaka Putih,” … J. Nurs. Sci. Pract., no. 2, 2020,
A. Fitriansyah dan I. Harris, “Penerapan Dimensi EUCS (End User Computing Satisfaction) Untuk Mengevaluasi Tingkat Kepuasan Pengguna Situs Web,” Konf. Nas. Sist. Inf. 2018, vol. 6, hal. 9–17, 2018.
Rasmun, M. O. Ngula, dan R. Setiadi, “Faktor-Faktor Yang Berhubungan Dengan Kepuasan Pasien Rawat Jalan Di RSUD Abdul Wahab Sjahranie Samarinda,” 2019.
Lestari, “Kepuasan Pasien Lansia terhadap Layanan Pendaftaran Rawat Jalan Manual di RSUD Kertosono,” J. Geriatr. Indones., vol. 2, no. 3, 2023.
