Satisfaction Will Mediate the Effect of Waiting Time and Service Quality on Outpatient Loyalty at Husada Hospital
Journal Title: International Journal of Current Science Research and Review - Year 2025, Vol 8, Issue 01
Abstract
This study aims to analyze the effect of waiting time and service quality on outpatient loyalty at Husada Hospital, by considering patient satisfaction as a mediating variable. The phenomenon of decreasing number of patient visits over the past three years is an important background of this study. The research method used is quantitative with a survey approach. Data were collected through questionnaires filled out by outpatients at Husada Hospital, with the analysis technique using Partial Least Square-Structural Equation Modeling (PLS-SEM). The results showed that waiting time and service quality had a significant effect on patient satisfaction, with p values of 0.000 each. Patient satisfaction also had a significant effect on patient loyalty (p = 0.000). However, waiting time and service quality did not have a direct effect on patient loyalty without mediation of patient satisfaction. The patient satisfaction variable fully mediates the effect of waiting time and service quality on patient loyalty. This study has implications for the need to increase waiting time efficiency and service quality management as a strategy to increase patient loyalty, especially in private hospitals.
Authors and Affiliations
Devi Yuliana, Saparso . , Fushen .
Keywords
Related Articles
- EP ID EP755670
- DOI 10.47191/ijcsrr/V8-i1-40
- Views 44
- Downloads 0
Challenges and Barriers for Employees in Conducting Physical Fitness Measurements: A Literature Review
Physical fitness measurement is one of the central government’s programs that must be implemented by employees in government institutions such as community health canters in order to increase productivity at work by main...
Primary School Teachers’ Views on Integrating Technology in English Language Instruction in Rural School Contexts in the Lubombo Region of Eswatini
The realization that traditional methods of teaching have become inadequate hence can no longer be exclusively used when teaching, has seen technology being integrated in instruction for all curricula. This study intend...
Innovative Packaging Design to Empower Local SMEs: A Case Study on Honey Pineapple Products
Innovative packaging design plays a pivotal role in empowering local SMEs by enhancing the marketability and competitiveness of their products. This study focuses on honey pineapple products in Pemalang, Central Java, wh...
Revitalizing Bali: Exploring the Growth of Health and Wellness Tourism
This study aims to explore health and wellness tourism in Bali, Indonesia, as an alternative attraction for tourism. The research employs a desk research method, utilizing online data search techniques and qualitative de...
Strategy for Embracing Digital Technology at XYZ Life Insurance Company
In the last two decades, insurance markets in industrialised countries have undergone significant transformation due to deregulation, increased competition and globalisation. This evolution has also impacted emerging mar...