1. Home
  2. Vol 7, No 2 (2024)
  3. Melly

The Role of Operational Efficiency in Mediating the Effect of Hospital Digitalization on Patient Satisfaction

Melly Melly, Mohammad Agung Saryatmo

Abstract


This study investigates the empirical relationship between hospital digitalization, operational efficiency, and patient satisfaction, with a specific focus on the mediating role of operational efficiency. Employing a quantitative explanatory design, data were obtained from 105 respondents who had received digital-based healthcare services in hospitals across Jakarta, Indonesia. A structured questionnaire using a Likert scale was distributed to evaluate perceptions of hospital digitalization, operational efficiency, and service satisfaction. The collected data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4.1 to test both direct and indirect causal relationships among the studied variables. The results confirm that hospital digitalization has a significant and positive effect on both operational efficiency and patient satisfaction. Furthermore, operational efficiency also exerts a positive influence on patient satisfaction and serves as a partial mediator between digitalization and satisfaction. The analysis reveals that digitalization enhances efficiency by streamlining administrative workflows, optimizing staff utilization, and reducing service delays, which ultimately improve the overall patient experience. Hospitals with higher levels of digital integration—such as Electronic Medical Records (EMR), Hospital Management Information Systems (HMIS), and telemedicine—demonstrated stronger service performance and responsiveness. The findings highlight that digital transformation is not merely a technological upgrade but a strategic enabler for organizational effectiveness and healthcare quality improvement. For hospital management, this study emphasizes the importance of investing in digital infrastructure, enhancing staff digital competencies, and fostering adaptive work cultures to maximize the benefits of technology-driven efficiency. Ultimately, hospital digitalization acts as a catalyst for sustainable service innovation and higher patient satisfaction across modern healthcare systems.

Keywords


Hospital digitalization; operational efficiency; patient satisfaction; electronic medical records; healthcare service quality

References


A. Top and H. Gider, “Digital transformation in hospitals: A systematic review,” Health Informatics J., vol. 29, no. 1, pp. 1–15, 2023.

J. He, S. Liu, and Z. Zhang, “Impact of hospital information systems on patient experience and service performance,” J. Med. Internet Res., vol. 25, e42317, 2023.

L. A. Nugroho, R. Suryani, and P. Hartono, “Digital readiness and healthcare innovation in Indonesian hospitals,” Indones. J. Health Policy Manage., vol. 8, no. 2, pp. 145–159, 2022.

F. M. Al-Sawai and H. H. Ali, “The impact of e-health systems on operational performance in healthcare institutions,” BMC Health Serv. Res., vol. 23, 87, 2023.

A. McGinn et al., “The impact of electronic health records on patient safety and satisfaction: A systematic review,” BMJ Open, vol. 11, no. 7, e045924, 2021.

A. L. Buntin, M. Burke, and D. Hoaglin, “Health information technology and quality of care: Evidence from hospital adoption,” Health Affairs, vol. 39, no. 12, pp. 2139–2146, 2020.

[7] A. Mutale, P. L. Langabeer, and K. Rathert, “Hospital information systems and performance improvement: A review of evidence,” J. Health Manage., vol. 25, no. 2, pp. 181–195, 2023.

R. K. Samaranayake, “Digitalization and service quality: The mediating role of operational performance in healthcare,” Technol. Soc., vol. 68, 102041, 2022.

H. J. Heizer, B. Render, and M. Munson, Operations Management: Sustainability and Supply Chain Management, 14th ed., Boston: Pearson, 2022.

J. K. Lee, K. M. Park, and Y. Kim, “Operational efficiency and quality management in healthcare systems,” Int. J. Health Care Qual. Assur., vol. 35, no. 7, pp. 761–778, 2022.

M. W. Carter and T. Lapierre, “Improving hospital efficiency: Frameworks and methods,” Health Care Manage. Rev., vol. 47, no. 4, pp. 285–294, 2022.

[12] S. D. Ramani and F. C. Kumar, “Human factors in digital transformation: Insights from hospital process optimization,” Technovation, vol. 126, 102735, 2024.

A. Chiarini and J. Baccarani, “Digitalization, lean thinking, and operational performance in service industries,” Total Qual. Manage. Bus. Excell., vol. 34, no. 1–2, pp. 67–84, 2023.

M. J. Bitner, A. L. Ostrom, and S. W. Morgan, “Service technology and human interaction: Reframing healthcare delivery,” J. Serv. Res., vol. 26, no. 2, pp. 256–270, 2023.

L. B. Jannah, M. Raharjo, and Y. Wibisono, “Operational efficiency as a mediator between hospital digitalization and patient satisfaction,” Int. J. Health Policy Manage., vol. 12, no. 9, pp. 1103–1114, 2023.

A. Top and H. Gider, “Digital transformation in hospitals: A systematic review,” Health Informatics J., vol. 29, no. 1, pp. 1–15, 2023.

A. McGinn et al., “The impact of electronic health records on patient safety and satisfaction: A systematic review,” BMJ Open, vol. 11, no. 7, e045924, 2021.

C. I. López and R. Hernández, “From Industry 4.0 to Health 5.0: A framework for digital healthcare transformation,” Technol. Forecast. Soc. Change, vol. 186, 122175, 2023.

L. B. Jannah, M. Raharjo, and Y. Wibisono, “Operational efficiency as a mediator between hospital digitalization and patient satisfaction,” Int. J. Health Policy Manage., vol. 12, no. 9, pp. 1103–1114, 2023.

J. He, S. Liu, and Z. Zhang, “Impact of hospital information systems on patient experience and service performance,” J. Med. Internet Res., vol. 25, e42317, 2023.

A. Mutale, P. L. Langabeer, and K. Rathert, “Hospital information systems and performance improvement: A review of evidence,” J. Health Manage., vol. 25, no. 2, pp. 181–195, 2023.

S. D. Ramani and F. C. Kumar, “Human factors in digital transformation: Insights from hospital process optimization,” Technovation, vol. 126, 102735, 2024.

J. K. Lee, K. M. Park, and Y. Kim, “Operational efficiency and quality management in healthcare systems,” Int. J. Health Care Qual. Assur., vol. 35, no. 7, pp. 761–778, 2022.

A. Chiarini and J. Baccarani, “Digitalization, lean thinking, and operational performance in service industries,” Total Qual. Manage. Bus. Excell., vol. 34, no. 1–2, pp. 67–84, 2023.

M. W. Carter and T. Lapierre, “Improving hospital efficiency: Frameworks and methods,” Health Care Manage. Rev., vol. 47, no. 4, pp. 285–294, 2022.

L. B. Jannah, M. Raharjo, and Y. Wibisono, “Operational efficiency as a mediator between hospital digitalization and patient satisfaction,” Int. J. Health Policy Manage., vol. 12, no. 9, pp. 1103–1114, 2023.

J. F. Hair, C. M. Ringle, and M. Sarstedt, Partial Least Squares Structural Equation Modeling (PLS-SEM): Updated and Expanded Guide, 3rd ed., Thousand Oaks: SAGE Publications, 2022.

F. S. Ali, R. S. Park, and T. M. Nguyen, “Applications of SmartPLS in healthcare management research: A methodological review,” J. Health Res. Methods, vol. 18, no. 3, pp. 211–225, 2023.

A. Mutale, P. L. Langabeer, and K. Rathert, “Hospital information systems and performance improvement: A review of evidence,” J. Health Manage., vol. 25, no. 2, pp. 181–195, 2023.

J. F. Hair, C. M. Ringle, and M. Sarstedt, Partial Least Squares Structural Equation Modeling (PLS-SEM): Updated and Expanded Guide, 3rd ed., Thousand Oaks: SAGE Publications, 2022.

J. Barney, “Firm resources and sustained competitive advantage,” J. Manage., vol. 17, no. 1, pp. 99–120, 1991.

S. D. Ramani and F. C. Kumar, “Human factors in digital transformation: Insights from hospital process optimization,” Technovation, vol. 126, 102735, 2024.

A. Chiarini and J. Baccarani, “Digitalization, lean thinking, and operational performance in service industries,” Total Qual. Manage. Bus. Excell., vol. 34, no. 1–2, pp. 67–84, 2023.

M. W. Carter and T. Lapierre, “Improving hospital efficiency: Frameworks and methods,” Health Care Manage. Rev., vol. 47, no. 4, pp. 285–294, 2022.

L. B. Jannah, M. Raharjo, and Y. Wibisono, “Operational efficiency as a mediator between hospital digitalization and patient satisfaction,” Int. J. Health Policy Manage., vol. 12, no. 9, pp. 1103–1114, 2023.

H. A. Soliman and R. E. Ali, “Digital health transformation and user acceptance: Moderating role of digital literacy,” Int. J. Med. Inform., vol. 180, 105083, 2024.

F. M. Al-Sawai and H. H. Ali, “The impact of e-health systems on operational performance in healthcare institutions,” BMC Health Serv. Res., vol. 23, 87, 2023.

A. Top and H. Gider, “Digital transformation in hospitals: A systematic review,” Health Informatics J., vol. 29, no. 1, pp. 1–15, 2023.

L. A. Nugroho, R. Suryani, and P. Hartono, “Digital readiness and healthcare innovation in Indonesian hospitals,” Indones. J. Health Policy Manage., vol. 8, no. 2, pp. 145–159, 2022


Full Text: PDF

DOI: 10.33751/jsi.v7i2.12807

Refbacks

  • There are currently no refbacks.