The Influence of Online Registration Service Quality Using the WhatsApp Application on Patient Satisfaction in Outpatient Services at Icare Dental
DOI:
10.29303/jppipa.v12i10.14762Published:
2026-10-14Downloads
Abstract
Patient waiting time refers to the duration a patient spends obtaining healthcare services, beginning at registration and ending when the patient enters the doctor’s examination room. All healthcare facilities are required to adhere to minimum service standards related to waiting times. The comparison between the length of waiting and the time of examination determines whether the service is perceived as satisfactory or unsatisfactory. These measurements are categorized from the moment the patient arrives, including the registration process, waiting in the waiting area, and waiting to be called into the examination room. Waiting times of more than 90 minutes are classified as long, while waiting times of 30 minutes or less are considered fast. The online registration system at Icare Dental uses the WhatsApp application for all outpatients. Patient satisfaction is an indicator concerning the success belonging to the service along with the sustainability related to the service over an extended period. The results indicate that the quality of Whatsapp based online registration has a significant positive effect on service timeliness, with a regression coefficient of 0.895, suggesting that improvements in registration quality strongly enhance service punctuality. This investigation adopted a quantitative cross-sectional design, Through a questionnaire method with a sample using a purposive sampling technique, 47 respondents were sampled in this current study. Data were collected using modified SERQUAL and base on five dimensions. The correlation coefficient of 0.627 reflects a strong positive relationship between the two variables. Practically, the finding suggest that healthcare providers can optimize Whatsapp based registration systems by improving response speed, clarity of information and scheduling coordination to reduce patient waiting time and enhance satisfaction.
Keywords:
Online registration Outpatient satisfaction Patient waiting time Service quality WhatsApp applicationReferences
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