Analysis Of Acceptance Model Technology Theory On Satisfaction And Loyalty In Online Registration Of Outpatient Patients
DOI:
https://doi.org/10.55018/janh.v6i2.251Keywords:
Registration, Satisfaction, LoyaltyAbstract
Background: The on-site registration system often causes various problems, such as long queues and long waiting times in the queue room, the possibility of data input errors due to being done manually, patient discomfort, and access difficulties for long-distance patients. If these aspects of TAM meet patient expectations, it will create patient satisfaction, ultimately resulting in loyal patients. This research aims to determine the influence of perceived ease of use and perceived usefulness on online registration and its impact on patient satisfaction and loyalty
Methods: This study employed an explanatory research design with a quantitative approach. The population consisted of all outpatients at Mataram City Regional Hospital, and the sample included 188 respondents. Data were collected using a closed-ended questionnaire with a Likert scale. For data analysis, the study applied covariance-based Structural Equation Modeling (SEM), specifically Partial Least Squares (PLS), using SmartPLS version 3.0.
Results: The research findings revealed that perceived ease of use significantly and positively influences the use of the online registration system (t-stat: 4.603 > 1.96); perceived usefulness significantly and positively affects the use of the online registration system (t-stat: 3.697 > 1.96); user attitude significantly and positively impacts the use of the online registration system (t-stat: 4.952 > 1.96); the use of the online registration system significantly and positively affects patient satisfaction (t-stat: 6.503 > 1.96); the use of the online registration system significantly and positively influences patient loyalty (t-stat: 3.730 > 1.96); and satisfaction significantly and positively impacts patient loyalty (t-stat: 4.840 > 1.96)
Conclusion: The online registration system, influenced by perceived ease of use, usefulness, and user attitude, significantly enhances patient satisfaction and loyalty. Mataram City Regional Hospital should continue improving the online registration system and evaluating patient satisfaction to boost loyalty.
Downloads
References
Abdillah, W., & Jogiyanto. (2015). Partial Least Square (PLS) Alternatif. Structural Equation Modeling (SEM) dalam Penelitian Bisnis. Andi Offset.
Addo, A. A., Wang, W., Dankyi, A. B., Abban, O. J., & Bentum-Micah, G. (2020). Sustainability of Health Institutions: The Impact of Service Quality and Patient Satisfaction on Loyalty. European Journal of Business and Management Research, 5(4).
Al-Emran, M., & Shaalan, K. (2021). Recent Advances in Technology Acceptance Models and Theories. Springer International Publishing. https://books.google.co.id/books?id=jaQjEAAAQBAJ
Chasanah, N. U., Sutrisno, T. A., & Wariyanti, A. S. (2023). Analysis of Patient Satisfaction on Online Registration System Compared to Onsite Registration Systemat Pandan Arang Boyolali Hospital. Indonesian Journal of Health Information Management, 3(3).
Cheung, G. W., Cooper-Thomas, H. D., Lau, R. S., & Wang, L. C. (2023). Reporting reliability, convergent and discriminant validity with structural equation modeling: A review and best-practice recommendations. Asia Pacific Journal of Management, 1–39.
Eckerberg, M. (2017). Patient Self-registration Design of a Digital Tool for an Emergency Department [Bachelor Thesis].
Fauzi, M. A. (2022). Partial Least Square Structural Equation Modelling (PLS-SEM) in Knowledge Management Studies: Knowledge Sharing in Virtual Communities. Knowledge Management & E-Learning, 14(1), 103–124.
Hair, J. F., Hult, G. T., Ringle, C. M., Sarsted, M., Dank, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springer.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to Use and How to Report the Results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hair, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial Least Squares Structural Equation Modeling. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Hair Jr, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing Measurement Model Quality in PLS-SEM Using Confirmatory Composite Analysis. Journal of Business Research, 109, 101–110.
Jen, M. Y., Kerndt, C. C., & Korvek, S. J. (2017). Health Information Technology. StatPearls [Internet].
Kariema, I. H. (2020). Pendaftaran Pasien Rawat Jalan dengan Sistem Online di Pusat Pelayanan Kesehatan. Strada Press.
Kotler, P., & Keller, K. L. (2021). Dasar-dasar Pemasaran. Prenhalindo.
Kurniawan, A., & Pratiwi, N. P. (2023). Kepuasan Pasien Seri Pelayanan Rumah Sakit. Lakeisha.
Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The impact of patient satisfaction on patient loyalty with the mediating effect of patient trust. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, 00469580211007221.
Marikyan, D., & Papagiannidis, S. (2023). Technology Acceptance Model: A Review (S. Papagiannidis, Ed.). TheoryHub Book.
Mukhadis, P. D. A. (2021). Pendekatan Kuantilatif dalam Penelitian Pendidikan: Dialektika Prosedur Penelitian Mixed Methods. Media Nusa Creative (MNC Publishing).
Mustofa, A., Roekminiati, S., & Lestari. (2019). Administrasi Pelayanan Kesehatan Masyarakat. Jakad Media Publishing.
Nuriyati, Saputra, M. G., & Nurdiana, F. (2020). Pengaruh Pelayanan Pendaftaran Online Terhadap Kepuasan Pasien Rawat Jalan di Rumah Sakit X. Journal of Health Care, 1(1).
Putri, S. I., & Akbar, P. S. (2019). Sistem Informasi Kesehatan. Uwais Inspirasi Indonesia.
Rimba Putri, I. R., Ardhi Utama, S. Y., & Hidayati, E. (2019). Differences In Customers Satisfaction Level Towards Online Registration System And Direct Registration System At Rsup Sardjito Yogyakarta’s Outpatient Ward.
Rinaldo, N., & Abror. (2019). Pengaruh Technology Acceptance Factor, Website Service Quality Terhadap Customer E-Loyalty Yang dimediasi oleh Customer E-Satisfaction (Studi Empiris Pada Konsumen Pengguna Tokopedia di Kota Padang). Jurnal Kajian Manajemen Dan WIrausaha, 1(1), 164–172.
Rohayatin, T. (2023). Desain dan Inovasi Peningkatan Kualitas Pelayanan Publik Berbasis Pelanggan. Deepublish.
Rumana, N. A. (2021). Kepuasan Pasien terhadap Aplikasi Pendaftaran Online Menggunakan Metode EUCS (End User Computing Satisfaction) di RSUP Fatmawati. Journal of Hospital Management, 4(1).
Sihombing, Y. A. (2022). Loyalitas Pasien: Tinjauan Aspek Pelayanan, Kepuasan, Trust, Komitmen, Brand Equity, dan Hospital Image. Penerbit NEM.
Solihin, M., & Ratmono, D. (2013). Analisis SEM-PLS dengan WarpPLS 3.0 untuk Hubungan Nonlinier dalam Penelitian Sosial dan Bisnis. Andi Offset.
Titarmare, N., & Yerlekar, A. (2018). A Survey on Patient Queue Management System. International Journal of Advanced Engineering, Management and Science, 4(4), 229–232.
Triyadi, T. (2019). Analisis Strategi Peningkatan Kualitas Pelayanan untuk Meningkatkan Kepuasan Pelanggan (Studi Kasus pada Sekolah Tenis Jakarta International Tennis Academy (JITA)). Jurnal Ekonomi Efektif, 2(1).
Tyas, E. I., & Darma, E. S. (2017). Pengaruh Perceived Usefulness, Perceived Ease of Use, Perceived Enjoyment, dan Actual Usage Terhadap Penerimaan Teknologi Informasi: Studi Empiris Pada Karyawan Bagian Akuntansi dan Keuangan Baitul Maal Wa Tamwil Wilayah Daerah Istimewa Yogyakarta. Reviu Akuntansi Dan Bisnis Indonesia, 1(1), 25–35.
Ulum, S. I. M. C. (2023). Inovasi Pelayanan Publik. Intrans Publishing. https://books.google.co.id/books?id=8YPgEAAAQBAJ
Weresa, M. A., Ciecierski, C., & Filus, L. (2024). Digitalization and Innovation in Health: European and US Perspectives. Taylor & Francis. https://books.google.co.id/books?id=VhQOEQAAQBAJ
Widianto, A., & Aryanto, A. (2018). Kajian Perilaku Pengguna (User) Terhadap Penggunaan Sistem Informasi Industri Kecil Menengah (SI-IKM) Kota Tegal. Jurnal Riset Bisnis Dan Investasi, 4(1), 1–13.
Widianto, H., Kuswiadji, A., & Kartika, K. (2023). Pengaruh Sistem Pendaftaran Online terhadap Kepuasan Pasien Rawat Jalan. JPKM: Jurnal Profesi Kesehatan Masyarakat, 4, 67–74. https://doi.org/10.47575/jpkm.v4i1.475
Wiwesa, N. R. (2021). User Interface dan User Experience untuk Mengelola Kepuasan Pelanggan. Jurnal Sosial Humaniora Terapan, 3(2), 17–31.
Wong, K. K.-K. (2019). Mastering partial least squares structural equation modeling (PLS-Sem) with Smartpls in 38 Hours. IUniverse.
Xie, W., Yang, X., Cao, X., & Liu, P. (2019). Effects of a Comprehensive Reservation Service for Non-emergency Registration on Appointment Registration Rate, Patient Waiting Time, Patient Satisfaction and Outpatient Volume in a Tertiary Hospital in China. BMC Health Services Research, 19, 1–7.
Yuniarti, I. F., Novrikasari, N., & Misnaniarti, M. (2021). Pengaruh Kualitas Sistem, Kualitas Informasi, Kualitas Pelayanan pada Kepuasan Pengguna dan Dampaknya pada Manfaat Bersih (Penelitian terhadap Sistem Informasi Surveilans Penyakit Tidak Menular). Jurnal Epidemiologi Kesehatan Komunitas, 161–180.
Yusuf, F., Taufik, A., & Hidayat, A. (2021). The Effect of Information Technology and Service Quality on Customer Loyalty of Bank Mandiri Jakarta Patra Jasa Branch. Priviet Social Sciences Journal, 1, 7–12. https://doi.org/10.55942/pssj.v1i2.103
Yusuf, M. (2016). Metode Penelitian Kuantitatif, Kualitatif & Penelitian Gabungan. Kencana.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
