Patient Perceptions And Expectations Regarding Satisfaction With Online Outpatient Registration Services At Karangasem Regional General Hospital (RSUD Karangasem)

Ni Kadek Sulastri; I Made Sudarma Adiputra; Nurul Faidah

doi:10.55227/ijhet.v5i2.1015

Authors

Ni Kadek Sulastri a:1:{s:5:"en_US";s:55:"Sekolah Ilmu Tinggi Kesehatan Wira Medika Bali Denpasar";}
I Made Sudarma Adiputra
Nurul Faidah

DOI:

https://doi.org/10.55227/ijhet.v5i2.1015

Keywords:

Perception, Expectation, Patient Satisfaction, Online Registration, Outpatient.

Abstract

The advancement of digital systems in healthcare has prompted hospitals to implement online registration systems to enhance service effectiveness, reduce waiting times, and improve patient satisfaction. However, implementation challenges persist, such as scheduling mismatches for follow-up visits, data verification issues, and the need for patients to queue again at the registration counter. This study aims to examine patient perceptions and expectations regarding satisfaction with the outpatient online registration service at RSUD Karangasem. A qualitative method with a descriptive approach was employed, utilizing purposive sampling with nine participants. Data were collected through interviews and observations, using interview guides and observation sheets as research instruments. Interview data analysis involved data reduction, data presentation, and conclusion drawing. The results indicate that patient perceptions of the online registration system are generally positive due to the convenience, time efficiency, and flexibility it offers. Nevertheless, obstacles remain, including network disruptions, system errors, and suboptimal supporting facilities. These conditions create a gap between patient perceptions and expectations; patients desire a system that is more stable, fast, and accurate. In conclusion, while the outpatient online registration system at RSUD Karangasem has provided benefits, it has not yet fully met patient expectations. Therefore, continuous improvement of the system and supporting facilities is necessary to enhance patient satisfaction.

Downloads

Download data is not yet available.

References

Azad, M., & Karimimoshaver, M. (2025). The impact of building geometry on airflow and thermal comfort in urban open spaces: A case study of kashan in a hot and dry climate. Results in Engineering, 27(August), 106948. https://doi.org/10.1016/j.rineng.2025.106948

Diz-Mellado, E., Nikolopoulou, M., López-Cabeza, V. P., Rivera-Gómez, C., & Galán-Marín, C. (2023). Cross-evaluation of thermal comfort in semi-outdoor spaces according to geometry in Southern Spain. Urban Climate, 49(December 2022). https://doi.org/10.1016/j.uclim.2023.101491

Eslamirad, N., Sep, A., & Luca, F. De. (2022). Evaluating Outdoor Thermal Comfort Using a Mixed-Method to Improve the Environmental Quality of a University Campus.

Gamero-Salinas, J., Kishnani, N., Sánchez-Ostiz, A., Monge-Barrio, A., & Benitez, E. (2022). Porosity, openness, and exposure: Identification of underlying factors associated with semi-outdoor spaces’ thermal performance and clustering in tropical high-density Singapore. Energy and Buildings, 272, 112339. https://doi.org/10.1016/j.enbuild.2022.112339

Gao, Y., Meng, L., Li, C., Ge, L., & Meng, X. (2023). An experimental study of thermal comfort zone extension in the semi-open spray space. Developments in the Built Environment, 15(August), 100217. https://doi.org/10.1016/j.dibe.2023.100217

Ge, J., Zhao, J., Wu, Z., & Zhang, H. (2025). Investigation into the Impact of Enclosure Retrofit on Thermal Comfort in Semi-Open University Space. Buildings, 15(16). https://doi.org/10.3390/buildings15162883

Kim, J., Park, S., & Song, D. (2025). Effects of Building Thermal Performance and Hvac Control on Indoor Comfort and Energy Use. Case Studies in Thermal Engineering, 79(January), 107763. https://doi.org/10.1016/j.csite.2026.107763

Ma, X., Luo, Q., Yan, F., Lei, Y., Lu, Y., Chen, H., Yang, Y., Feng, H., Zhou, M., Ding, H., & Zhao, J. (2025). Evaluating the Microclimatic Performance of Elevated Open Spaces for Outdoor Thermal Comfort in Cold Climate Zones. Buildings, 15(15), 1–28. https://doi.org/10.3390/buildings15152777

Maged, A., Abdelalim, A., & Mohamed, A. F. A. (2025). Generative design optimization of tree distribution for enhanced thermal comfort in communal spaces with special reference to hot arid climates. Scientific Reports, 15(1), 1–34. https://doi.org/10.1038/s41598-025-96763-4

Maharani, M. R., & Prianto, E. (2022). Thermal Comfort Study of Outdoor Space for Face-to-Face Learning System. Journal of Architectural Design and Urbanism, 4(2), 89–96. https://doi.org/10.14710/jadu.v4i2.13721

Moharrami, M., Sadeghifam, A. N., Golzad, H., Aminudin, E. binti, Miryousefi Ata, S. S., & Kamyab, H. (2025). The hybrid attic ventilation technique as a sustainable strategy for thermal comfort improvement and energy saving in tropical residential buildings. Energy Conversion and Management: X, 26(February), 100944. https://doi.org/10.1016/j.ecmx.2025.100944

Mosca, F., Calbi, M., Roccotiello, E., & Perini, K. (2025). A computational approach to assess the effects of ecological building envelopes on outdoor thermal comfort. Sustainable Cities and Society, 120(September 2024), 106170. https://doi.org/10.1016/j.scs.2025.106170

Muhy Al-Din, S. S., Ahmad Nia, H., & Rahbarianyazd, R. (2023). Enhancing Sustainability in Building Design: Hybrid Approaches for EMuhy Al-Din, S. S., Ahmad Nia, H., & Rahbarianyazd, R. (2023). Enhancing Sustainability in Building Design: Hybrid Approaches for Evaluating the Impact of Building Orientation on Thermal . Sustainability (Switzerland), 15(20).

Nur Azizah, J., Joana Febrita, & Yudi Chadirin. (2025). Indoor Thermal Comfort in Tropical Urban Houses in Indonesia: The Effect of Outdoor Temperature and Windows. Jurnal Teknik Sipil Dan Lingkungan, 10(2), 347–356. https://doi.org/10.29244/jsil.10.2.347-356

Özer, G. (2025). Enhancing summer thermal comfort and energy performance in university office spaces using DesignBuilder’s parametric optimization: The role of window openings, solar shading, and HVAC systems. International Journal of Energy Studies, 10(2), 461–510. https://doi.org/10.58559/ijes.1612536

Priandani, I. N., Bachtiar, A. N., Arbadiennaya, T., Noviana, N. Z., Hasanah, A., Rania, P., Ningtyas, A. D. S., & Koerniawan, M. D. (2024). Enhancing Outdoor Thermal Comfort with Shade-giving Trees in Humid Tropical Public Spaces: A Case Study of Alun-alun Bandung. IOP Conference Series: Earth and Environmental Science, 1404(1). https://doi.org/10.1088/1755-1315/1404/1/012011

Sitorus, A. J., Sembiring, D. A., Abdillah, W., & Harisdani, D. D. (2023). Thermal Comfort in Humid Tropical Climate Areas (Case Study on Open Spaces and Shaded Spaces in Medan City). International Journal of Architecture and Urbanism, 7(2), 294–318. https://doi.org/10.32734/ijau.v7i2.13512

Tian, C., Ahmad, N. A., Abd Rased, A. N. N. W., Xiong, Y., & Li, W. (2025). Enhancing thermal comfort and energy efficiency in residential buildings using phase change materials in dual-seasonal climate zones. Results in Engineering, 27(January), 106273. https://doi.org/10.1016/j.rineng.2025.106273

Zaraa Allah, M., Mohamed Kamar, H., Hariri, A., & Wong, K. Y. (2023). Investigating adaptive thermal comfort in office settings: A case study in Johor Bahru, Malaysia. Case Studies in Chemical and Environmental Engineering, 8(August), 100466. https://doi.org/10.1016/j.cscee.2023.100466

Zhong, T., & Meng, X. (2025). Effect of air temperature in indoor transition spaces on the thermal response of occupant during summer. Scientific Reports, 15(1), 1–14. https://doi.org/10.1038/s41598-025-85533-x