Title:
The Effect of Organizational Capabilities on Customer Satisfaction in Indonesian Private Hospitals

Authors:
Anjari Wahyu Wardhani*, Ridwan Nurazi, Praningrum, Berto Usman, Indonesia

Abstract:

Customer satisfaction is an important indicator for assessing the success of private hospital services, particularly in an increasingly competitive and digitalized healthcare environment. Private hospitals are required not only to provide good clinical services but also to deliver accurate information, responsive communication, an understanding of customer needs, and adequate technological support. This study aims to analyze the effect of organizational capabilities on Customer Satisfaction in Indonesian private hospitals. Organizational capabilities in this study include Health Information Technology, Market Linking, Social Media, and Technology Infrastructure. This study employed a quantitative approach with an explanatory design. Data were collected using questionnaires from a purposive sample of 180 directors of private hospitals in Indonesia and were analyzed using multiple linear regression. The results show that organizational capabilities simultaneously have a significant effect on Customer Satisfaction. The R-square value of 0.974 indicates that 97.4% of the variation in customer satisfaction can be explained by the four organizational capability variables. Partially, Health Information Technology was found to be the most dominant predictor, with a positive and significant effect on Customer Satisfaction, followed by Social Media, which also had a positive and significant effect. Meanwhile, Market Linking did not show a significant direct effect on Customer Satisfaction. Technology Infrastructure showed a significant but negative effect; therefore, this result should be interpreted cautiously due to the strong relationships among the organizational capability variables. These findings emphasize that improving customer satisfaction in Indonesian private hospitals should primarily focus on strengthening health information technology and professional social media management, while ensuring that market understanding and technology infrastructure are effectively integrated into service innovation and customer-centered service processes.

DOI: https://doi.org/10.51505/IJEBMR.2026.10610