The Effect of Hospital Information Systems (SIMRS) on Service Quality in The Outpatient Department and Its Implications for Patient Satisfaction at Robert Wolter Monginsidi Hospital, Manado

Edgar Irvin Raranta; Vip Paramarta; Etty Sofia Mariati Asnar; Farida Yuliaty; Kosasih Kosasih

doi:10.55681/economina.v5i10.4532

Authors

Edgar Irvin Raranta Universitas Sangga Buana Bandung, Indonesia
Vip Paramarta Universitas Sangga Buana Bandung, Indonesia
Etty Sofia Mariati Asnar Universitas Sangga Buana Bandung, Indonesia
Farida Yuliaty Universitas Sangga Buana Bandung, Indonesia
Kosasih Universitas Sangga Buana Bandung, Indonesia

DOI:

https://doi.org/10.55681/economina.v5i10.4532

Keywords:

SIMRS, Service Quality, Patient Satisfaction

Abstract

The implementation of Hospital Management Information System (SIMRS) represents a strategic initiative in the digital transformation of healthcare services aimed at enhancing operational efficiency and service quality. This study aims to analyze the influence of SIMRS implementation on service quality and its implication for patient satisfaction at the Outpatient Department of Robert Wolter Monginsidi Hospital, Manado. This study adopted an explanatory quantitative approach utilizing Structural Equation Modeling - Partial Least Squares (SEM-PLS). The research sample comprised 99 respondents, calculated using the Slovin formula from the total outpatient population. Data were collected using structured questionnaires based on a 5-point Likert scale. The structural analysis revealed that SIMRS implementation has a positive and significant effect on service quality (path coefficient = 0.776; t = 11.390; p < 0.05). Service quality also exerts a positive and significant influence on patient satisfaction (path coefficient = 0.466; t = 6.095; p < 0.05). Furthermore, SIMRS directly impacts patient satisfaction (path coefficient = 0.490; t = 6.238; p < 0.05). Additionally, service quality partially mediates the relationship between SIMRS implementation and patient satisfaction with an indirect effect of 0.362 (t = 5.374; p < 0.05). The coefficient of determination (R²) indicates that SIMRS implementation and service quality jointly account for 76.2% of the variance in patient satisfaction. Practical implications highlight the necessity of system infrastructure maintenance and continuous staff training to optimize outpatient care delivery.

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