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All Journal Jurnal Kesehatan
Elena Dwi Kharisma
3Sekolah Tinggi Ilmu Kesehatan Bethesda Yakkum PSDKU Kabupaten Temanggung
Health Professions Nursing Public Health

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Kepuasan Pasien Terhadap Layanan Pendaftaran Online Di Unit Rawat Jalan Rumah Sakit Elena Dwi Kharisma; Sapto Haryatmo; Monica Kartini
Jurnal Kesehatan Vol 15 No 1 (2026): JURNAL KESEHATAN
Publisher : STIKES Ngesti Waluyo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46815/jk.v15i1.563

Abstract

The online registration system at the hospital is an effort to make it easier for patients to obtain information and reduce waiting time. The implementation of this system aims to improve service quality, as assessed by patient satisfaction across 5 dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Harapan Hospital in Magelang City began implementing online registration in September 2023, but no patient satisfaction assessments have been conducted. This study aims to assess outpatient satisfaction with the quality of online registration services at Harapan Hospital. This research was conducted from April to July 2025 using a quantitative descriptive survey approach. Data collection in this study was carried out by accidental sampling with a sample size of 166 respondents. The results showed that most outpatients (56.63%) at Harapan Hospital were satisfied with the quality of online registration services, and 43.37% of other patients were very satisfied. In each dimension of service quality, the majority of respondents expressed satisfaction with reliability (50.60%), responsiveness (57.23%), assurance (59.04%), empathy (68.67%), and tangibles (55.42%). The results of the study indicate that outpatient satisfaction with the quality of online registration services in across the dimensions of reliability, responsiveness, assurance, empathy, and tangible physical evidence is mostly categorized as satisfied.
Co-Authors Monica Kartini Sapto Haryatmo