”PENGARUH PENERAPAN SISTEM INFORMASI PELAYANAN TERHADAP KEPUASAN PASIEN DI INSTALASI RAWAT JALAN REGULER RSUD AL IHSAN (Studi Kasus pada Pengguna Aplikasi Al Ihsan Mobile)”

Abstract

Fast, efficient, and integrated healthcare services are essential in the digital era, especially for hospitals providing BPJS-based health services. RSUD Al Ihsan, West Java, has implemented the Al Ihsan Mobile application as part of its Service Information System to enhance the quality of outpatient care. This study aims to analyze the influence of human, organizational, and technological factors on patient satisfaction using the HOT-Fit (Human–Organization–Technology Fit) and EUCS (End-User Computing Satisfaction) models.

This quantitative study employed a causal-associative approach to determine the effects of independent variables human, organizational, and technological factors—on patient satisfaction as the dependent variable. Data were collected through questionnaires distributed to BPJS patients using Al Ihsan Mobile at the Regular Outpatient Department of RSUD Al Ihsan. The sample was selected using purposive sampling, and data were analyzed using multiple linear regression to examine the influence of each factor on patient satisfaction.

The results indicate that human, organizational, and technological factors significantly affect patient satisfaction, with technology being the most dominant factor. These findings highlight that the success of Al Ihsan Mobile depends not only on technological advancement but also on user competence and organizational support. The study recommends continuous training, improved system integration, and managerial commitment to strengthening digital transformation in healthcare services.