Health Service Quality in Remote Primary Care: The Influence of Organizational Commitment and Digital Transformation

Abstract

This study aims to analyze the influence of organizational commitment and digital transformation policies on health service quality in very remote community health centers (Puskesmas) in Tana Toraja Regency. The research involved 32 healthcare workers selected through purposive sampling. A quantitative method was employed, utilizing validated scales for Organizational Commitment, Digital Transformation, and Service Quality as measurement instruments. Data were analyzed using multiple linear regression. The findings reveal that organizational commitment exerts a significant positive influence on service quality (β = 0.890, p < 0.001). In contrast, digital transformation policy was not a significant predictor of service quality (β = 0.074, p = 0.367). Collectively, both variables significantly explain 80.4% of the variance in service quality (Adjusted R² = 0.804). The results underscore that in very remote areas, human factors, particularly organizational commitment, are the primary determinant of health service quality, while digital implementation continues to face substantial barriers. Therefore, strengthening organizational commitment should be the primary priority, either prior to or in conjunction with digitalization initiatives.