Analysis of the Impact of Information Access Barriers and Service Procedure Quality on the Generation Z Patient Journey in Healthcare Facilities

Abstract

This study aims to analyze the influence of information access barriers and service procedure quality on the patient journey. The research employed a quantitative approach using a survey method through questionnaire distribution. Data were analyzed using SPSS version 27, including validity testing, reliability testing, classical assumption tests, multiple linear regression analysis, t-test, F-test, and coefficient of determination analysis. The results indicate that all research instruments were valid, with correlation coefficients exceeding the r-table value (0.1603), and reliable, with Cronbach's Alpha values of 0.798 for Information Access Barriers, 0.853 for Service Procedure Quality, and 0.912 for Patient Journey. Classical assumption tests confirmed that the data were normally distributed and free from multicollinearity and heteroscedasticity. The resulting regression equation was Y = 23.204 − 0.194X₁ − 0.157X₂. Partial hypothesis testing revealed that Information Access Barriers had a negative and statistically significant effect on the Patient Journey (t = -2.294; p = 0.023), whereas Service Procedure Quality showed a negative but statistically insignificant effect (t = -1.931; p = 0.055). Simultaneously, both independent variables significantly influenced the Patient Journey (p < 0.001). The Adjusted R Square value of 0.119 indicates that Information Access Barriers and Service Procedure Quality jointly explained 11.9% of the variance in the Patient Journey, while the remaining 88.1% was influenced by other factors beyond the scope of this study.