Article Per Year (5 Year)
p-Index From 2021 - 2026
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All Journal Al-Kharaj: Journal of Islamic Economic and Business
Taufan Nugroho
Master of Hospital Management, Universitas Sangga Buana YPKP, Bandung, Indonesia
Economics, Econometrics & Finance

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The Influence of Online Queue Implementation, Service Quality, and Digital Literacy on Patient Satisfaction at Puskesmas M Surabaya Ranti Ana Ningsih; Kosasih; Taufan Nugroho; Vip Paramarta; Farida Yuliaty
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 2 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i2.10153

Abstract

This study aims to analyze the influence of online queue implementation, service quality, and digital literacy on patient satisfaction at Puskesmas M Surabaya. A quantitative approach with descriptive and verificative methods was employed. Data were collected via questionnaires distributed to 97 respondents, determined using the Slovin formula from a population of 3,059 outpatients. Multiple linear regression was conducted using SPSS. Results indicate that online queue implementation (X1) has a positive but non-significant effect on patient satisfaction (β = 0.148; Sig. = 0.059), while service quality (X2) (β = 0.393; Sig. = 0.000) and digital literacy (X3) (β = 0.345; Sig. = 0.000) have a positive and significant effect, both partially and simultaneously (F = 11.918; Sig. = 0.000). The coefficient of determination R² = 0.670 indicates that 67% of patient satisfaction variance is explained by the three variables. These findings affirm that humanistic service interactions and patient digital literacy are critical complements to digital transformation in primary healthcare settings.
Co-Authors Farida Yuliaty Kosasih Ranti Ana Ningsih Vip Paramarta