DAMPAK PENERAPAN TEKNOLOGI INFORMASI DALAM PELAYANAN ADMINISTRASI RUMAH SAKIT TERHADAP KEPUASAN PASIEN

Abstract

ABSTRACT

Administrative services are an essential component of hospital service systems as they represent the initial point of interaction between patients and healthcare facilities. Suboptimal administrative service quality may lead to patient dissatisfaction and negatively affect the hospital’s image. The development of information technology has encouraged hospitals to implement digital-based administrative services, such as Hospital Management Information Systems (HMIS), online registration, and electronic medical records, to improve service efficiency and quality. This study aimed to analyze the impact of information technology implementation in hospital administrative services on patient satisfaction at Padangsidempuan Regional General Hospital. The study employed a quantitative approach with a cross-sectional design. The research population consisted of outpatient patients, with a total sample of 60 respondents selected using an accidental sampling technique. Data were collected through structured questionnaires and analyzed using the Chi-Square test. The results showed that the implementation of information technology in hospital administrative services had a significant effect on patient satisfaction (p = 0.003; p < 0.05). Optimal use of information technology improved service speed, data accuracy, and patient comfort. This study concludes that information technology plays a strategic role in enhancing patient satisfaction through improved quality of hospital administrative services.

Keywords: information technology; administrative services; patient satisfaction; hospital