The Role of Operational Efficiency in Mediating the Effect of Hospital Digitalization on Patient Satisfaction

Abstract

This study investigates the empirical relationship between hospital digitalization, operational efficiency, and patient satisfaction, with a specific focus on the mediating role of operational efficiency. Employing a quantitative explanatory design, data were obtained from 105 respondents who had received digital-based healthcare services in hospitals across Jakarta, Indonesia. A structured questionnaire using a Likert scale was distributed to evaluate perceptions of hospital digitalization, operational efficiency, and service satisfaction. The collected data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4.1 to test both direct and indirect causal relationships among the studied variables. The results confirm that hospital digitalization has a significant and positive effect on both operational efficiency and patient satisfaction. Furthermore, operational efficiency also exerts a positive influence on patient satisfaction and serves as a partial mediator between digitalization and satisfaction. The analysis reveals that digitalization enhances efficiency by streamlining administrative workflows, optimizing staff utilization, and reducing service delays, which ultimately improve the overall patient experience. Hospitals with higher levels of digital integration—such as Electronic Medical Records (EMR), Hospital Management Information Systems (HMIS), and telemedicine—demonstrated stronger service performance and responsiveness. The findings highlight that digital transformation is not merely a technological upgrade but a strategic enabler for organizational effectiveness and healthcare quality improvement. For hospital management, this study emphasizes the importance of investing in digital infrastructure, enhancing staff digital competencies, and fostering adaptive work cultures to maximize the benefits of technology-driven efficiency. Ultimately, hospital digitalization acts as a catalyst for sustainable service innovation and higher patient satisfaction across modern healthcare systems.