Pengaruh Kualitas Pelayanan E-Health Terhadap Kepuasan Masyarakat di RSUD dr. Mohamad Soewandhie Surabaya. (The Influence of E-Health Service Quality on Public Satisfaction at Dr. Mohamad Soewandhie Regional Hospital, Surabaya).

Fadhlillah, Moh. Nauval (2025) Pengaruh Kualitas Pelayanan E-Health Terhadap Kepuasan Masyarakat di RSUD dr. Mohamad Soewandhie Surabaya. (The Influence of E-Health Service Quality on Public Satisfaction at Dr. Mohamad Soewandhie Regional Hospital, Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This research was motivated by the many complaints and complaints from the public regarding the slow service at RSUD dr. Mohamad Soewandhie Surabaya, which has basically implemented semi-digital health services using the E-health application which was officially launched in 2014. However, at the end of 2022 to 2023, many of these complaints made the Mayor of Surabaya Eri Cahyadi very disappointed. For this reason, this study was conducted to find out the latest data regarding the quality of E-health services on public satisfaction at RSUD dr. M. Soewandhie Surabaya. Furthermore, this study has 2 variables, namely the independent variable which represents the influence of the quality of E-Health services (X) and the dependent variable represented by public satisfaction (Y) at RSUD dr. M. Soewandhie Surabaya. The author uses the Likert Scale as a type of measurement in this study. In addition, the data collection techniques used by the author are primary data and secondary data. The theory in this study is the theory according to Parasuraman (1990) and based on the principle of service as stipulated in the Decree of the Minister of Administrative and Bureaucratic Reform: Kep/25/M.PAN/2/2004. So in this study it can be concluded that the Quality of E- Health Services (X) has a real influence on public satisfaction (Y) with an influence of 97.3% as evidenced by the results of the determination coefficient test (R2). And the advice that the author can give is that RSUD dr. Mohamad Soewandhie Surabaya continues to maintain the best quality of health services to always provide public satisfaction. In addition, service officers are expected to always be responsible and can update the E-Health application system regularly so that they can provide the best semi-digital health services and build public trust.

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