Evaluation of Patient Satisfaction with The Whatsapp Business-Based Registration System Using The Servqual Method and Design Thinking Approach at Masija Jaya Clinic

Abstract

The increasing demand for efficient and patient-centered healthcare services has encouraged healthcare facilities to adopt digital technologies to improve administrative processes, particularly patient registration systems. Manual registration systems often cause long waiting times, inefficient queue management, and decreased patient satisfaction. This study aims to evaluate patient satisfaction with a WhatsApp Business-based patient registration system using the SERVQUAL method and Design Thinking approach at Masija Jaya Clinic. This research employed a mixed-methods approach with applied research design. Data were collected through interviews, direct observation, system trials, and SERVQUAL questionnaires involving 30 patients who experienced both manual and WhatsApp Business-based registration services. Qualitative data were analyzed using the Miles and Huberman model, while quantitative data were analyzed by measuring the gap between patient expectations and perceptions across five SERVQUAL dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results indicate that the manual registration system produced negative service quality gaps, with the largest gap occurring in the Responsiveness dimension due to long waiting times and delayed responses. After implementing the WhatsApp Business-based system, all SERVQUAL dimensions showed significant improvements, with gap values approaching zero. The Design Thinking approach successfully supported the development of a user-centered registration system through features such as automated responses, digital queue numbers, and clearer service information. In conclusion, the integration of WhatsApp Business, SERVQUAL, and Design Thinking effectively improves registration efficiency and patient satisfaction. This study recommends further development and broader implementation of digital healthcare registration systems in primary healthcare facilities.