Pengaruh fasilitas kesehatan dan ketanggapan terhadap kepuasan pasien rawat jalan yang dimediasi oleh waktu tunggu
DOI: https://doi.org/10.33024/hjk.v20i4.3184
Health Facilities Outpatient Patient Satisfaction Service Responsiveness Waiting Time
Abstract
Background: Resource limitations, queuing systems, and service management often worsen patients’ experiences. This issue is also of concern.
Purpose: To analyze the direct and indirect effects of health facilities and responsiveness on outpatient satisfaction through waiting time.
Method: This quantitative study, which employed a cross-sectional approach with descriptive and confirmatory analysis methods, was conducted in February 2026 at Batara Guru Regional General Hospital in South Sulawesi. Probability sampling was used, with a sample size of 99 respondents. The independent variable in this study was patient satisfaction, while the dependent variable was waiting time. Univariate analysis was performed using descriptive statistics, while bivariate analysis utilized the chi-square test and path analysis to examine both direct and indirect effects between variables.
Results: The results showed a strong positive correlation between health facilities and satisfaction (r = 0.759; p < 0.001) and between responsiveness and satisfaction (r = 0.733; p < 0.001). Waiting time showed a weak but significant correlation with satisfaction (r = 0.232; p = 0.020). The path analysis model explained 98.1% of the variance in patient satisfaction (R² = 0.981), while health facilities and responsiveness explained 21.3% of the variance in waiting time (R² = 0.213).
Conclusion: Health facilities and service responsiveness significantly influence outpatient satisfaction, with waiting time acting as a partial mediator.
Keywords: Health Facilities; Outpatient; Patient Satisfaction; Service Responsiveness; Waiting Time.
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