Relationship Between Service Quality, Service Satisfaction, and Outpatient Loyalty Following Electronic Medical Record Implementation at Dr. R. Soetijono Regional Hospital, Blora

Alicea ; Gabriella ; Firmansyah ; Yura Witsqa ; Kurniawan ; Afif
https://journal.admi.or.id/index.php/JUKEKE/articl... 📅 2026 Vol 5, No 2 🔗 DOI: 10.56127/jukeke.v5i2.2862
Abstract
The implementation of Electronic Medical Records (EMR) is expected to improve healthcare service quality and strengthen patient loyalty by enhancing service quality, and service satisfaction. This study aimed to analyze the relationship between service quality, and service satisfaction with outpatient loyalty after EMR implementation at RSUD dr. R. Soetijono Blora. Method: This study employed a quantitative cross-sectional design involving 100 outpatient respondents selected using accidental sampling. Data were collected through validated and reliable questionnaires and analyzed using univariate analysis and the Spearman Rank test with a significance level of 0.05. Findings: The results showed that most respondents perceived service quality (95%), and service satisfaction (76%) as being at a moderate level, while patient loyalty was categorized as high (100%). Statistical analysis indicated that service quality, hospital image, and service satisfaction were not significantly associated with patient loyalty (p>0.05). Implications: These findings suggest that maintaining patient loyalty after EMR implementation requires attention to additional factors beyond service quality, and service satisfaction, providing valuable input for hospital management in evaluating digital health service strategies. Originality: This study offers empirical evidence regarding outpatient loyalty following EMR implementation in a regional public hospital and demonstrates that high patient loyalty may persist despite the absence of significant relationships with the examined service-related factors.
Keywords
Electronic Medical Records; outpatient; patient loyalty; service quality
How to Cite

Alicea, et al. (2026). Relationship Between Service Quality, Service Satisfaction, and Outpatient Loyalty Following Electronic Medical Record Implementation at Dr. R. Soetijono Regional Hospital, Blora. https://journal.admi.or.id/index.php/JUKEKE/article/view/2397, 5(2). https://doi.org/10.56127/jukeke.v5i2.2862

Alicea, Gabriella; Firmansyah, Yura Witsqa; Kurniawan, Afif, "Relationship Between Service Quality, Service Satisfaction, and Outpatient Loyalty Following Electronic Medical Record Implementation at Dr. R. Soetijono Regional Hospital, Blora," https://journal.admi.or.id/index.php/JUKEKE/article/view/2397, vol. 5, no. 2, 2026.

Alicea, Gabriella; Firmansyah, Yura Witsqa; Kurniawan, Afif. "Relationship Between Service Quality, Service Satisfaction, and Outpatient Loyalty Following Electronic Medical Record Implementation at Dr. R. Soetijono Regional Hospital, Blora." https://journal.admi.or.id/index.php/JUKEKE/article/view/2397, vol. 5, no. 2, 2026.

Alicea, Gabriella; Firmansyah, Yura Witsqa; Kurniawan, Afif. "Relationship Between Service Quality, Service Satisfaction, and Outpatient Loyalty Following Electronic Medical Record Implementation at Dr. R. Soetijono Regional Hospital, Blora." https://journal.admi.or.id/index.php/JUKEKE/article/view/2397 5, no. 2 (2026).

Alicea, et al. (2026) 'Relationship Between Service Quality, Service Satisfaction, and Outpatient Loyalty Following Electronic Medical Record Implementation at Dr. R. Soetijono Regional Hospital, Blora', https://journal.admi.or.id/index.php/JUKEKE/article/view/2397, 5(2). doi: 10.56127/jukeke.v5i2.2862.

Alicea, Gabriella; Firmansyah, Yura Witsqa; Kurniawan, Afif. Relationship Between Service Quality, Service Satisfaction, and Outpatient Loyalty Following Electronic Medical Record Implementation at Dr. R. Soetijono Regional Hospital, Blora. https://journal.admi.or.id/index.php/JUKEKE/article/view/2397. 2026;5(2).

Artikel Terkait

Relationship Between Pregnant Women's Knowledge of Iron (Fe) Tablets and Incidence of Anemia at PMB Shinta, Medan Polonia District, North Sumatera Province

Situmorang, Friza; Rista, Henny; Sari, Dessy Ratna; Nadeak, Yasrida; Sinaga, Eva Dona; Nasefa, Nita

Evidence-Based Midwifery Management of Premature Rupture of Membranes at Term Pregnancy in Primary Care: A Case Report

Hrp, Aylinda; Hutapea, Riska; Saragih, Salwa Adya Mecca; Pinem, Lydia Riska Dini; Sembiring, Ninsah Mandala Putri; Marpaung, Modesta

Effectiveness of Structured Preconception Nutritional Counseling on Pregnancy Readiness Among Women Planning Pregnancy in Rural North Sumatra, Indonesia

Sipayung, Ika Damayanti; Hutahaean, Nurmalina; Nadeak, Yasrida; Itawari, Fazila; Pakpahan, Juwita

The Influence of Patient Experience on Outpatient Revisit Intention at Hospital X

Rosalina, Arfadina Dwi; Wijaya, Hermanto; Kristiani, Rina Budi; Firmansyah, Yura Witsqa

Application of the 45° Semi-Fowler Position and Pursed Lip Breathing in STEMI Patients with Ineffective Breathing Pattern: A Case Study

Farizqi, Muhammad Fahrul; Pratiwi, Indah Dwi

Single-Cell Immunology and Multi-Omics: Recent Advances and Emerging Applications in Precision Medicine

Putri, Nia Ayuni
Tren Sitasi Jurnal