Rancang Bangun Sistem Informasi Kepuasan Pasien Berbasis Web Menggunakan Metode K-Means Clustering di Rumah Sakit Nahdlatul Ulama Jombang

Cika Farenda (Program Studi Teknik Informatika, Universitas Hasyim Asy'ari Jombang, Indonesia)
Ahmad Heru Mujianto (Program Studi Sistem Informasi, Universitas Hasyim Asy'ari Jombang, Indonesia)

Jurnal Teknologi Informasi dan Multimedia
Vol. 8 No. 4 (2026): November

Patient satisfaction is one of the main indicators used to evaluate hospital service quality. Nahdlatul Ulama Hospital Jombang has not yet implemented an internal patient satisfaction measurement system, making service evaluation dependent on public reviews. This study aims to develop a web-based patient satisfaction measurement system using the K-Means Clustering method. The system was developed using the Waterfall model, while data were collected through observations, interviews, and questionnaires involving 30 patients. Five assessment indicators were used, namely service quality, facilities, cleanliness, food quality, and staff attitude. The clustering results showed that 21 respondents (70.00%) were classified as very satisfied, 8 respondents (26.67%) as satisfied, 1 respondent (3.33%) as moderately satisfied, while no respondents were classified as dissatisfied or very dissatisfied. These findings indicate that most patients were very satisfied with the services provided by Nahdlatul Ulama Hospital Jombang. Therefore, the developed system provides patient satisfaction clustering results that can support hospital management in evaluating and improving service quality.