Factors Related to the Satisfaction of Using Online Reservations for Orthopedic General Polyclinic Patients of Fatmawati Hospital in 2024

The advancement of health services through digital technology has significantly improved accessibility and efficiency in patient care. Fatmawati Hospital's Orthopedic General Polyclinic implemented an online reservation system in October 2023 to streamline patient flow and reduce waiting times. This study aims to identify the factors influencing patient satisfaction with online reservations in 2024 using a quantitative, cross-sectional method. Data were collected through structured interviews using a questionnaire based on the SERVQUAL model, covering five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings revealed that the majority of users were elderly (50.5%), female (59.5%), with low educational attainment (61.5%), and mostly unemployed (63%). Nearly all (98.5%) used non-cash payment methods, and over half (58.5%) had used online reservations more than three times. Overall satisfaction reached 90.5%, with empathy scoring highest among SERVQUAL dimensions. Statistical analysis showed significant relationships between user characteristics (age, gender, education, frequency of use) and satisfaction across various service dimensions. The empathy dimension (? = 0.251) was identified as the most influential factor. These results suggest that patient-centered approaches, especially those fostering empathetic communication, are critical to enhancing satisfaction with online health service platforms. The findings offer valuable insights for healthcare administrators to improve digital services, reduce congestion, and increase patient trust and satisfaction.