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

Melly Melly, Mohammad Agung Saryatmo

Abstract


This research seeks to provide empirical evidence regarding the effect of hospital digitalization as an independent variable on patient satisfaction as a dependent variable, with operational efficiency serving as the mediating factor. Adopting a quantitative approach, the study applies an explanatory research design to analyze causal relationships among the variables through a survey of 105 patients who had experiences in hospitals implementing digital technology. Data were gathered using a Likert scale–based questionnaire and analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM). Findings reveal that hospital digitalization has a positive effect on patient satisfaction, and this relationship is significantly mediated by operational efficiency. The study highlights the managerial implications for hospitals, emphasizing the necessity of prioritizing digital infrastructure investments and strengthening human resource capabilities to fully realize digital transformation. Overall, the results affirm that digitalization is not merely a technological advancement but a strategic factor that substantially enhances healthcare service quality and hospital performance.

Keywords


patient satisfaction; medical staff optimization; hospital digitalization; waiting time reduction

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DOI: 10.33751/jsi.v7i2.12807

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