Strengthening Digital Governance in the Transformation of Inpatient Services: A Case Study of Ngudi Waluyo Wlingi Regional General Hospital in the SATUSEHAT Interoperability Era

Abstract

This study analyzes the implementation of digital governance in supporting the digital transformation of inpatient services at Ngudi Waluyo Wlingi Regional General Hospital, Blitar Regency. Using a qualitative approach with an intrinsic case study design, it identifies barriers and opportunities in integrating the hospital information system with the national SATUSEHAT platform. The principal findings indicate that digital systems are not fully designed around user needs (user-centered design), face limited interoperability, are underpinned by weak data-security policies, and encounter organizational cultural resistance to digitalization. These conditions depress service quality across the SERVQUAL dimensions, particularly reliability and responsiveness. The study proposes integrating a digital governance framework, Milakovich’s public service quality model, and continuous evaluation grounded in user feedback as a strategic pathway for hospital service reform. The results are expected to contribute theoretically and practically to the design of inclusive, secure, and adaptively governed digital health systems.