EVALUASI KEPUASAN PENGGUNA LAYANAN PADA SISTEM ANTRIAN DIGITAL DI POLIKLINIK RUMAH SAKIT GRANDMED LUBUK PAKAM TAHUN 2026

Research informants consisted of four patients who used the digital queuing system and two clinic staff members, selected via purposive sampling. Data collection involved in-depth interviews, observation, and documentation review, while data analysis utilized the Miles and Huberman model.
The results indicate that the digital queuing system fosters more orderly, transparent, and efficient service, thereby increasing patient satisfaction. Nevertheless, challenges persist, including network disruptions, system errors, equipment malfunctions, and limited digital literacy among elderly patients. It is concluded that while the digital queuing system at the Grandmed Lubuk Pakam Hospital outpatient clinic is functioning reasonably well, improvements in infrastructure and system maintenance, as well as user support, are required.