Analysis of Patient Satisfaction with Hospital Services through a Business Intelligence-Based Hospital Information System

Abstract

This research examines the implementation of a Hospital Information System (HIS) with Business Intelligence (BI) integration to analyze patient satisfaction with healthcare services. This study uses synthetic survey data from 600 patients with the SERVQUAL instrument (tangibles, reliability, responsiveness, assurance, empathy) and the Net Promoter Score (NPS). Data is processed through the ETL stages from the SIRs to the data warehouse with a star schema. The Dashboard BI is designed using Power BI to present key performance indicators (KPIs), time trends, NPS distribution, and service dimension satisfaction visualizations. The reliability test results showed α=0.92; multiple linear regression identified responsiveness (β=0.33; p<0.001) and reliability (β=0.29; p<0.001) as the main predictors of patient satisfaction. An NPS score of +18 indicates a tendency for patients to recommend hospital services. This research provides a practical contribution to the design of BI dashboards in the healthcare sector.