Analysis of e-keluhan: a Complaint Management System at Dr. Kariadi General Hospital

Ni Putu Ayu Susanthi Pradnyani Putri; Chriswardani Suryawati; Nurhasmadiar Nandini

doi:10.14710/jphtcr.v9i1.26884

DOI: https://doi.org/10.14710/jphtcr.v9i1.26884

Analysis of e-keluhan: a Complaint Management System at Dr. Kariadi General Hospital

Ni Putu Ayu Susanthi Pradnyani Putri¹, Chriswardani Suryawati¹, Nurhasmadiar Nandini²

¹Faculty of Public Health, Universitas Diponegoro, Semarang, Jawa Tengah , Indonesia

²Department of Health Policy Administration, Faculty of Public Health, Universitas Diponegoro, Semarang, Jawa Tengah , Indonesia

Received: 6 May 2025; Revised: 19 Jan 2026; Accepted: 1 Apr 2026; Published: 30 Apr 2026.

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

BibTex Citation Data :

@article{JPHTCR26884,
    author = {Ni Putri and Chriswardani Suryawati and Nurhasmadiar Nandini},
    title = {Analysis of e-keluhan: a Complaint Management System at Dr. Kariadi General Hospital},
    journal = {Journal of Public Health for Tropical and Coastal Region},
  volume = {9},
    number = {1},
    year = {2026},
    keywords = {E-Complaint System, Complaint Management, Hospital.},
    abstract = {  Introduction:  The Dr Kariadi General Hospital E-Complaint Management System manages public complaints but is still constrained by the distribution and presentation of data and the lack of public participation. This study aimed to analyze the E-Complaint Management System of Dr. Kariadi General Hospital using the Delone and McLean model.   Methods:  This research used a descriptive qualitative method to select subjects through purposive sampling. The variables in this study were information quality, system quality, service quality, usage, and user satisfaction. The research was conducted from December 2023-June to 2024.   Results : The results showed that the E-Complaint management system of Dr Kariadi has the quality of information that is easy to understand, personal, relevant, and has good security. However, there are still findings of the reporter's identity and incomplete reports. The quality system has good adaptability, reliability, and usability but needs improvement in systems that have not been integrated, Wi-Fi networks, and handling speed. Service quality has reasonable assurance and empathy but lacks responsiveness. The use of the E-Complaint system has a good nature of use, navigation patterns, and number of complaints entered, but there is a discrepancy in the number of complaints resolved.   Conclusion : The E-Complaint management system successfully provides user satisfaction. This study shows that information, system, and service quality are related to the use and satisfaction of e-complaint system users. In addition, usage and satisfaction are interrelated as cause and effect. },
   issn = {2597-4378},   pages = {96--105}  doi = {10.14710/jphtcr.v9i1.26884},
    url = {https://ejournal2.undip.ac.id/index.php/jphtr/article/view/26884}
}

Citation Format:

Abstract

Introduction: The Dr Kariadi General Hospital E-Complaint Management System manages public complaints but is still constrained by the distribution and presentation of data and the lack of public participation. This study aimed to analyze the E-Complaint Management System of Dr. Kariadi General Hospital using the Delone and McLean model.

Methods: This research used a descriptive qualitative method to select subjects through purposive sampling. The variables in this study were information quality, system quality, service quality, usage, and user satisfaction. The research was conducted from December 2023-June to 2024.

Results: The results showed that the E-Complaint management system of Dr Kariadi has the quality of information that is easy to understand, personal, relevant, and has good security. However, there are still findings of the reporter's identity and incomplete reports. The quality system has good adaptability, reliability, and usability but needs improvement in systems that have not been integrated, Wi-Fi networks, and handling speed. Service quality has reasonable assurance and empathy but lacks responsiveness. The use of the E-Complaint system has a good nature of use, navigation patterns, and number of complaints entered, but there is a discrepancy in the number of complaints resolved.

Conclusion: The E-Complaint management system successfully provides user satisfaction. This study shows that information, system, and service quality are related to the use and satisfaction of e-complaint system users. In addition, usage and satisfaction are interrelated as cause and effect.

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Keywords: E-Complaint System, Complaint Management, Hospital.

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Language : EN

In Vol 9, No 1 (2026): Journal of Public Health for Tropical and Coastal Region

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