OUTPATIENT PATIENT SATISFACTION DESCRIPTION TOWARDS APM BASED ON THE EUCS METHOD AT BETHESDA GENERAL HOSPITAL YOGYAKARTA

Abstract

APM is a technology-based service innovation intended to improve the efficiency of outpatient registration. However, issues such as the absence of dedicated assistance for patients experiencing difficulties, unclear on-screen instructions, system limitations in reading missed control schedules, errors in patient data input, suboptimal menu displays, and network disruptions causing registration delays have been identified at Bethesda General Hospital Yogyakarta. This study aimed to describe outpatient satisfaction with APM services using the End User Computing Satisfaction (EUCS) method. A quantitative descriptive design with a cross-sectional approach was employed, involving 100 respondents selected through purposive sampling. Data were collected using an EUCS questionnaire covering five dimensions of user satisfaction (content, accuracy, ease of use, format, and timeliness) and analyzed descriptively. The overall level of patient satisfaction was categorized as satisfied. The content dimension achieved the highest mean score (4.18), followed by timeliness (4.12), accuracy (4.10), and both ease of use and format (4.09), all falling into the satisfied category. Despite these positive results, obstacles remain, including inadequate user instructions, data input errors, suboptimal interface design, and network disruptions affecting timeliness. In conclusion, the APM service demonstrated a satisfactory level of outpatient satisfaction across all EUCS dimensions, indicating good user acceptance and system usability.