Enhancing Outpatient Service Performance through E-Health Capability and Service Quality Using PLS-SEM in Primary Healthcare Centers

The development of digital technology in the healthcare sector, especially in outpatient services, has brought significant changes in improving service quality and operational efficiency. However, the impact of e-health (EHC) capabilities on service performance (SP) is still rarely discussed, especially in the context of health centers in Surabaya. This study aims to explore the mediating role of outpatient service quality (OSQ) in the relationship between e-health (EHC) ability and service performance (SP), as well as analyze the influence of waiting time (WT) as a moderation variable. This study uses a quantitative approach with the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. Data was collected through a survey of 210 respondents who had used e-health services at Puskesmas in Surabaya. The research instrument consists of a scale developed based on the Capability-Quality-Performance (CQP) model and ServQual theory. The results of the analysis showed that EHC had a significant effect on OSQ (β = 0.722, p < 0.05), and OSQ had a significant effect on SP (β = 0.637, p < 0.05). The indirect influence of EHC on SP via OSQ was significant (β = 0.460, p < 0.05), while the influence of WT did not show a significant moderation effect on the relationship, although the direct influence of WT on OSQ and SP was significant (β = 0.198 and β = 0.206, respectively).