Fingerprint-based patient registration and psychological comfort among national health insurance patients
DOI: https://doi.org/10.56922/mhc.v5i7.4559
Fingerprint Technology National Health Insurance Patient Registration Service Effectiveness SERVQUAL
Abstract
Background: Registration efficiency remains an important concern in hospitals, particularly for patients enrolled in Indonesia’s National Health Insurance program, administered by Social Security Administrator for Health. Fingerprint technology supports patient identification, but registration service effectiveness may also be associated with service quality.
Purpose: To examine the associations between service quality dimensions and perceived effectiveness of fingerprint-based patient registration.
Method: This quantitative study used an associative explanatory approach with a cross-sectional design. A total of 100 NHI patients were selected using purposive sampling. Data were collected using a five-point Likert-scale questionnaire covering reliability, responsiveness, assurance, empathy, and tangibles, alongside direct observation of registration time. Multiple linear regression was used, with statistical significance set at p < 0.05.
Results: Mean registration time was 182.22 ± 5.22 seconds. The regression model was statistically significant (F = 11.688, p < 0.001). Empathy (p = 0.004) and tangibles (p < 0.001) showed positive, statistically significant associations with perceived service effectiveness. Reliability (p = 0.257), responsiveness (p = 0.525), and assurance (p = 0.343) were not statistically significant individual predictors.
Conclusion: Perceived registration service effectiveness was associated with empathy and tangibles. Improving staff–patient interactions and maintaining adequate registration facilities may support better service experiences. The observed registration time alone does not establish that fingerprint technology reduced registration duration.
Keywords: Fingerprint Technology; National Health Insurance; Patient Registration; Service Effectiveness; SERVQUAL.
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