The Effect of Information Quality and Online Registration Service Quality on the Satisfaction of Outpatient Patients at the Bidakara Medical Center Main Clinic 2025

Abstract

Digital transformation in healthcare encourages the use of online registration to improve patient convenience and service efficiency. This study aimed to analyze the effects of information quality and online registration service quality on outpatient satisfaction at Klinik Utama Bidakara Medical Center. A quantitative approach with a cross-sectional design was employed. A total of 100 respondents were selected using purposive sampling. Data were collected through a five-point Likert questionnaire and analyzed using SPSS, including instrument testing, classical assumption tests, multiple linear regression, t-test, F-test, and coefficient of determination. The results showed that information quality had a positive and significant effect on patient satisfaction, with a t-value of 7.028 and significance of 0.000. Service quality also had a positive and significant effect, with a t-value of 6.238 and significance of 0.000. Simultaneously, information quality and service quality significantly affected patient satisfaction, with an F-value of 57.190 and significance of 0.000. The R Square value of 0.541 indicated that both variables explained 54.1% of the variation in patient satisfaction. The clinic is recommended to improve information clarity, simplify the chatbot registration flow, and strengthen responsive and user-friendly services, particularly for elderly patients.