THE RELATIONSHIP OF THE ONLINE REGISTRATION SYSTEM QUALITY AND THE EFFECTIVENESS OF SERVICE TIME WITH PATIENT SATISFACTION AT THE BALI MANDARA EYE HOSPITAL POLYCLINIC Putu Vierda Lya Suandari (1), I Nyoman Adikarya Nugraha (2*), Ni Nyoman Dwi Sutrisnawati (3)
1,2,3) Department of Hospital Administration, Faculty of Health Sciences, Universitas Bali Internasional, Indonesia
*Corresponding author : inyomanadikarya[at]gmail.com
Abstract
Background: The implementation of an online registration system is one of the efforts made by the Bali Mandara Eye Hospital to reduce the backlog of patients, The problem that often causes a buildup of patients in polyclinics is due to a lack of understanding of registering online. Over the last three years, the service time has the lowest score in the community satisfaction index report at the Bali Mandara Eye Hospital.
Purpose: This study aims to analyze the relationship between the quality of the online registration system and the effectiveness of service time, with patient satisfaction at the Bali Mandara Eye Hospital
Methods: This research uses a quantitative research approach using a questionnaire. The sample for this study was patients who visited the Bali Mandara Eye Hospital polyclinic with the number of samples was 96 samples. The analysis method used is multiple regression analysis.
Results: The online registration system quality variable is in the good category with average value is 2.78. The service time effectiveness variable is in the good category with average value is 2.80. The patient satisfaction variable has a satisfied category with average value is 2.96. The results of the analysis obtained a significance value for the F test, namely 0.001 < 0.05. These results mean that those two variables have a significant influence together on Patient Satisfaction. The coefficient of determination (R2) obtained was 0.869. This means that 86.9% of patient satisfaction is influenced by the Online Registration System Quality and Effectiveness of Service Time.
Conclusion: The online registration system quality and the effectiveness of service times have a significant influence together on patient satisfaction at the Bali Mandara Eye Hospital. Socialization and simulations of online registration needs to be carried out more massive and online registration using iOS smartphones needs to be developed.
Keywords: The Online Registration System Quality- The Effectiveness of Service Time- Patient Satisfaction
