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All Journal Sosial Simbiosis: Jurnal Integrasi Ilmu Sosial dan Politik
Mellya erawana sartika
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Humanities Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Evaluasi Pelayanan Publik Berbasis Elektronik pada Pendaftaran Online Rumah Sakit Umum Daerah Kota Mataram Mellya erawana sartika; Mintasrihardi Mintasrihardi; Rahmad Hidayat
Sosial Simbiosis : Jurnal Integrasi Ilmu Sosial dan Politik Vol. 3 No. 3 (2026): Agustus: Sosial Simbiosis : Jurnal Integrasi Ilmu Sosial dan Politik
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/sosial.v3i3.3389

Abstract

The implementation of an electronic-based public service for online registration at the Mataram City Regional General Hospital (RSUD) represents a strategic move toward realizing healthcare services that are fast, accessible, and transparent, in accordance with statutory mandates. This study aims to analyze service quality and identify factors influencing its implementation, employing a qualitative descriptive approach with data collected through observation, interviews, and document analysis, subsequently evaluated against the five SERVQUAL service quality dimensions. The findings indicate that, in substance, service quality has not yet fully met patient expectations, particularly regarding system performance. A gap exists between user expectations and actual experiences, driven by key obstacles such as limited network infrastructure, low digital literacy among the public, and inadequate outreach and data security assurances. Consequently, recommendations include enhancing system stability, simplifying the user interface, and expanding public outreach and support to ensure the service operates optimally and delivers equitable benefits.
Co-Authors Mintasrihardi Mintasrihardi Rahmad Hidayat