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Digital Transformation in Hospital Services: Assessing the Role of the SIKAP Web Application for Improving Patient Satisfaction
Anas A.N.
American Journal of Health Behavior
Q3Abstract
Background: The increasing digitization of healthcare services has prompted hospitals to integrate web-based applications aimed at enhancing service delivery and patient satisfaction. However, empirical evaluations of such systems that incorporate both medical and non-medical service dimensions remain limited in emerging healthcare settings. Objective: This study aims to assess the impact of the SIKAP web application on patient satisfaction by examining its mediating role between the quality of healthcare services—both clinical and administrative—and patient outcomes. Methods: A cross-sectional analytic observational design was employed involving 500 patients at Dr. Sumantri Hospital, Parepare, Indonesia, from July to December 2024. Data were collected through a validated structured web-based questionnaire and analyzed using Structural Equation Modeling (SEM) via AMOS 24.00. Results: The findings reveal that both medical (β = 0.169, p = 0.037) and non-medical (β = 1.336, p = 0.002) service quality significantly influence the utilization of the SIKAP application, with non-medical services exerting a stronger effect. Furthermore, SIKAP use positively impacts patient satisfaction (β = 0.349, p < 0.001) by improving communication, transparency, and access to information. Model fit indices (CFI = 0.938, RMSEA = 0.045, SRMR = 0.039) support the robustness of the proposed framework. Conclusions: This study substantiates the role of web-based applications as mediators in the relationship between service quality and patient satisfaction. It contributes to the theoretical development of TAM and ECM-IT by integrating organizational and patient-centric dimensions. Future research should explore longitudinal effects and the role of digital literacy in technology acceptance within hospital ecosystems.