Web-based Application Integration to Improve Patient Satisfaction: A Model for Improving the Quality of Health Services in Hospitals

Objective: To develop and evaluate an integrated web-based application model (SIKAP) to improve patient satisfaction by optimising both medical and non-medical service quality, and to assess the application’s mediating role in linking service quality to satisfaction. Methods: We conducted a cross-sectional analytical study at Dr. Sumantri Hospital, Parepare, Indonesia, from July to December 2024. A total of 500 patients were recruited using proportional random sampling. Data were collected via a structured web-based questionnaire measuring perceptions of service quality, application usage, and satisfaction. Structural Equation Modelling (SEM) with AMOS v24.0 was used to test direct, indirect, and feedback relationships. Results: Non-medical service quality exerted a stronger influence on SIKAP adoption than medical service quality. Both service domains significantly predicted patient satisfaction, with SIKAP serving as a mediator that improved access to information, reduced waiting times, and enhanced communication. Feedback effects indicated that application use positively influenced perceptions of hospital services. Conclusion: Integrating web-based applications like SIKAP with high-quality medical and non-medical services substantially enhances patient satisfaction. These findings extend existing healthcare informatics models by demonstrating the importance of non-clinical factors in digital adoption.