Integrating Decision Support Systems with Service Quality: An IT-Driven Approach to Patient Satisfaction in Indonesian Inpatient Facilities
Received: 10 September 2025 | Revised: 14 October 2025 | Accepted: 24 October 2025 | Online: 28 November 2025
Corresponding author: Muchamad Zainul Rohman
Abstract
Inpatient healthcare facilities are essential for delivering comprehensive treatment, yet maintaining patient satisfaction remains a significant challenge, especially in developing countries. Thus, it is crucial to explore the factors that influence this type of satisfaction. This study, conducted in Indonesia, identifies these key determinants. Utilizing data from 229 patients, the current research employs Smart PLS to analyze the relationships within the proposed model. The findings indicate that reliability, assurance, and patient cognition are the primary drivers of patient satisfaction in inpatient facilities. Additionally, the study confirms the mediating role of Decision Support System (DSS) use in three of the seven proposed hypotheses. Moreover, patient perceived value and service value significantly moderated the relationship between DSS use and patient satisfaction. These insights enhance the understanding of factors shaping patient experiences, equipping healthcare providers with strategies to improve service quality. By offering empirical evidence in the context of a developing country, this study contributes to the limited body of research on patient satisfaction and underscores the importance of integrating technological support and service quality improvements in healthcare facilities.
Keywords:
decision support systems, digital health technologies, inpatient healthcare facilities, patient satisfaction, service valueDownloads
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