Analysis of the Implementation of An Information Technology-Based Hospital Management System on Service Quality and Patient Satisfaction

Abstract

The rapid advancement of information technology has transformed healthcare services through the implementation of Hospital Management Information Systems (SIMRS). This study aimed to analyze the effect of information technology-based SIMRS implementation on service quality and patient satisfaction at Fatmawati Central General Hospital, Jakarta. This quantitative study employed an analytical observational design with a cross-sectional approach. A total of 110 outpatients and inpatients were recruited using consecutive sampling. Data were collected using structured questionnaires measuring information system quality, information quality, service quality, and patient satisfaction. Prior to data collection, all research instruments were tested and demonstrated good psychometric properties. The validity test showed that all questionnaire items were valid (r = 0.567–0.801; p < 0.05), while the reliability test indicated high internal consistency with Cronbach's Alpha values of 0.888 for information system quality, 0.835 for information quality, 0.841 for IT service quality, and 0.841 for patient satisfaction. Data were analyzed using Pearson correlation and multiple linear regression. The findings showed that information system quality, information quality, and IT service quality each had a significant positive effect on patient satisfaction (p < 0.05). Information quality was identified as the strongest predictor of patient satisfaction (β = 0.357), followed by IT service quality (β = 0.355) and information system quality (β = 0.170). The three variables simultaneously explained 83.1% of the variance in patient satisfaction (R² = 0.831). These findings indicate that effective implementation of SIMRS contributes substantially to improving healthcare service quality and patient satisfaction.