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All Journal Journal of Public Health for Tropical and Coastal Region
Putri, Ni Putu Ayu Susanthi Pradnyani
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Analysis of e-keluhan: a Complaint Management System at Dr. Kariadi General Hospital Putri, Ni Putu Ayu Susanthi Pradnyani; Suryawati, Chriswardani; Nandini, Nurhasmadiar
Journal of Public Health for Tropical and Coastal Region Vol 9, No 1 (2026): Journal of Public Health for Tropical and Coastal Region
Publisher : Faculty of Public Health, Universitas Diponegoro, Semarang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jphtcr.v9i1.26884

Abstract

Introduction: The Dr Kariadi General Hospital E-Complaint Management System manages public complaints but is still constrained by the distribution and presentation of data and the lack of public participation. This study aimed to analyze the E-Complaint Management System of Dr. Kariadi General Hospital using the Delone and McLean model.Methods: This research used a descriptive qualitative method to select subjects through purposive sampling. The variables in this study were information quality, system quality, service quality, usage, and user satisfaction. The research was conducted from December 2023-June to 2024.Results: The results showed that the E-Complaint management system of Dr Kariadi has the quality of information that is easy to understand, personal, relevant, and has good security. However, there are still findings of the reporter's identity and incomplete reports. The quality system has good adaptability, reliability, and usability but needs improvement in systems that have not been integrated, Wi-Fi networks, and handling speed. Service quality has reasonable assurance and empathy but lacks responsiveness. The use of the E-Complaint system has a good nature of use, navigation patterns, and number of complaints entered, but there is a discrepancy in the number of complaints resolved.Conclusion: The E-Complaint management system successfully provides user satisfaction. This study shows that information, system, and service quality are related to the use and satisfaction of e-complaint system users. In addition, usage and satisfaction are interrelated as cause and effect.
Co-Authors Nurhasmadiar Nandini