The research examined how digital healthcare services influence patient experiences and public outcomes at I Lagaligo Regional General Hospital, a public hospital in Indonesia. The findings are significant as governments worldwide continue investing in digital healthcare systems to improve efficiency, accessibility, and service quality while responding to growing public expectations for faster and more transparent healthcare services.
Digital Healthcare Becomes a Strategic Priority
Healthcare systems across the world are rapidly adopting digital technologies, including electronic medical records, online registration systems, telemedicine platforms, artificial intelligence applications, and integrated health information systems.
Indonesia is no exception. National and regional healthcare institutions have increasingly embraced digital transformation to streamline administrative processes, reduce waiting times, and improve access to medical services.
Despite substantial investments, an important question remains: Do digital technologies actually create meaningful benefits for patients and society?
According to the researchers from Universitas Negeri Makassar, previous studies have often focused on technology adoption or operational efficiency without fully examining how digital innovation contributes to broader public value. Their study addresses this gap by analyzing the connections between digital innovation, service quality, patient satisfaction, and public value in a regional public hospital.
How the Study Was Conducted
The research was carried out at I Lagaligo Regional General Hospital in Indonesia using a mixed-method approach that combined survey data with qualitative insights.
A total of 312 patients who had used digital healthcare services participated in the study. Respondents had experience with digital platforms such as:
- Online registration systems
- Electronic medical records
- Digital queue management services
- Other hospital-based digital healthcare applications
Participants completed structured questionnaires evaluating their experiences with digital services, healthcare quality, and overall satisfaction.
To gain a deeper understanding of implementation challenges, the researchers also conducted interviews with healthcare professionals and hospital administrators.
The collected data were analyzed using advanced statistical modeling to identify relationships among digital innovation, service quality, patient satisfaction, and public value.
Key Findings
The study found strong evidence that digital innovation significantly improves healthcare outcomes.
Digital Innovation Improves Service Quality
Digital innovation showed a strong positive impact on service quality.
The researchers found that digital systems help hospitals:
- Improve efficiency
- Increase responsiveness
- Enhance transparency
- Reduce administrative burdens
- Simplify healthcare processes
The statistical analysis revealed a strong relationship between digital innovation and service quality, with a coefficient value of 0.61.
Patients Report Higher Satisfaction
Digital healthcare services also had a substantial effect on patient satisfaction.
The study found a relationship coefficient of 0.57, indicating that patients who experienced effective digital services were significantly more satisfied with their healthcare experience.
Several factors contributed to improved satisfaction:
- Shorter waiting times
- Easier registration procedures
- Improved communication
- Better access to healthcare information
- More convenient service delivery
These findings suggest that patients value digital solutions when they make healthcare services faster and easier to access.
Patient Satisfaction Drives Public Value
One of the most important findings is that patient satisfaction emerged as the strongest predictor of public value.
The impact of patient satisfaction on public value reached 0.64, compared with 0.36 for service quality.
This indicates that public value is influenced not only by operational performance but also by how citizens perceive and experience healthcare services.
In practical terms, people are more likely to trust and value public healthcare institutions when their experiences as patients are positive.
More Than Half of Public Value Explained
The research model demonstrated strong explanatory power.
The study found that approximately 58 percent of the variation in public value could be explained by digital innovation, service quality, and patient satisfaction.
This suggests that digital transformation plays a substantial role in shaping how citizens evaluate public healthcare services.
Technology Alone Is Not Enough
The researchers emphasize that digital innovation does not automatically create public value.
Instead, technology generates value indirectly through improved service quality and enhanced patient experiences.
The study found that patient satisfaction serves as the most important pathway connecting digital innovation to public value. In other words, successful digital transformation depends on whether technology improves people's actual experiences rather than simply introducing new technical features.
As the authors explain, public value emerges when healthcare technologies are translated into meaningful, user-centered services that address real patient needs.
Challenges Remain
While the findings are encouraging, the research also identified several barriers to successful digital healthcare implementation.
Key challenges include:
- Limited digital literacy among some users
- Unequal access to digital infrastructure
- Organizational readiness issues
- Resistance to technological change
- Variations in technological competence
These obstacles are particularly relevant in developing countries, where disparities in technology access and digital skills can limit the effectiveness of digital transformation programs.
The researchers warn that digital healthcare initiatives may unintentionally create exclusion if they are not designed with inclusiveness and accessibility in mind.
Implications for Policymakers and Hospital Leaders
The findings offer important lessons for healthcare administrators and policymakers.
Investments in digital healthcare should extend beyond hardware and software implementation. Hospitals must also focus on:
- User-centered system design
- Staff training and organizational readiness
- Digital literacy programs
- Continuous patient feedback mechanisms
- Inclusive service delivery strategies
According to the Universitas Negeri Makassar research team, digital innovation creates meaningful public value only when it remains accessible, inclusive, and aligned with patient expectations.
The study reinforces a growing international consensus that successful healthcare digitalization requires balancing technological advancement with human-centered service design.
Researcher Perspective
Kiki Reski and colleagues from Universitas Negeri Makassar conclude that digital transformation in healthcare should be viewed as a socio-technical process involving technology, healthcare organizations, and patients.
Their findings indicate that technological improvements alone are insufficient. Public value emerges when innovation improves patient experiences, strengthens trust, and delivers tangible societal benefits.
Author Profiles
Kiki Reski
Affiliation: Universitas Negeri Makassar (UNM), Indonesia
Andi Aslinda
Affiliation: Universitas Negeri Makassar (UNM), Indonesia
Muhammad Daud
Affiliation: Universitas Negeri Makassar (UNM), Indonesia
Andi Kasmawati
Affiliation: Universitas Negeri Makassar (UNM), Indonesia
Source
Article Title: Digital Innovation and Public Value Creation in Healthcare: Empirical Evidence from a Regional Public Hospital in Indonesia
Authors: Kiki Reski, Andi Aslinda, Muhammad Daud, and Andi Kasmawati
Journal: International Journal of Sustainable Applied Sciences (IJSAS)
Publication Year: 2026
DOI: https://doi.org/10.59890/ijsas.v4i5.455
URL: https://dmimultitechpublisher.my.id/index.php/ijsas
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