Saiful Bukhori
Faculty of Computer Science, University of Jember, Jember, Indonesia

Firman
Hospital Management Division, PKMK University of Gajah Mada, Yogyakarta, Indonesia

DOI: https://doi.org/10.19184/ams.v11i2.53729

Abstract

Digital transformation in healthcare requires hospitals to adopt efficient and integrated information systems. This research aims to analyze the influence of outpatient registration information system types—conventional, Hospital Management Information System (SIM-RS), and Mobile JKN—on recommendations to others using Value Stream Mapping (VSM) and path analysis with SmartPLS. The study was conducted at Citra Husada Hospital Jember with 98 respondents selected through convenience sampling. This research employed a quantitative approach that was conducted in two phases. The first phase was descriptive-observational, aiming to evaluate the efficiency of the outpatient service process using queueing theory and Value Stream Mapping (VSM). The second phase was analytical with a cross-sectional design to analyze the influence of information system types on patient satisfaction. The VSM results indicate that Mobile JKN has the shortest total service time (1 hour 32 minutes) and the highest efficiency value (8.6%). Statistical analysis shows that interaction with medical personnel, ease of access, ease of use, and data security significantly influence patient satisfaction. Medical information satisfaction and overall service quality are identified as the main factors driving patient recommendations. Consequently, Mobile JKN is the most efficient registration system alternative and has the potential to improve hospital service quality. Optimization of system integration and user education is recommended to support digital-based healthcare service transformation.

Keyword: Information System; Mobile JKN; Outpatient; Patient Satisfaction; VSM; Digital-based healthcare.

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