The Relationship between Tam Construct and Outpatient Satisfaction in Utilizing the Self-Registration Kiosk at Dr. Rm. Soedjarwadi Hospital

Farah Adiba Nuraini; Asti Nurhayati

doi:10.61536/escalate.v4i4.704

Authors

Farah Adiba Nuraini Aisyiyah University of Surakarta
Asti Nurhayati Aisyiyah University of Surakarta

DOI:

https://doi.org/10.61536/escalate.v4i4.704

Keywords:

Self-Registration Kiosk, Patient Satisfaction, Perceived Usefulness, Technology Acceptance Model, Perceived Ease of Use

Abstract

The digitalization of healthcare services has encouraged hospitals to implement Self-Registration Machines (SMS) to improve efficiency and patient experience. However, technology acceptance and patient satisfaction with SMS need to be empirically evaluated. This study aims to analyze the relationship between the Technology Acceptance Model (TAM) constructs and outpatient satisfaction in utilizing SMS at Dr. RM Soedjarwadi Mental Hospital. This study used a quantitative analytical design with a cross-sectional approach. The study population was 282 outpatients using SMS per day, while a sample of 74 respondents was selected using consecutive sampling. The research instrument was a questionnaire containing five SMS constructs and patient satisfaction based on SERVQUAL dimensions. Data analysis was performed univariately and bivariately using the Spearman Rank test. The results showed that all SMS constructs and patient satisfaction were in the high category. All SMS constructs were significantly and positively related to patient satisfaction, with the strongest correlation being Perceived Usefulness (r = 0.636; p = 0.000). In conclusion, better acceptance of APM, especially perception of its benefits, is associated with higher patient satisfaction

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