WAKTU TUNGGU RAWAT JALAN, EMPLOYEE SERVICES, KEPERCAYAAN PASIEN DAN KEPUASAN PASIEN RUMAH SAKIT

Abstract

This study aims to analyze the impact of waiting time in outpatient services and employee services on patient trust, mediated by patient satisfaction, at Brawijaya Level III Hospital in Surabaya. The study employs a quantitative approach with a survey method, involving 200 outpatient respondents. Data were collected through a questionnaire measuring waiting time, employee services, patient satisfaction, and patient trust, and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that waiting time in outpatient services has a positive and significant effect on patient satisfaction, while its effect on patient trust is not significant. Employee services also positively and significantly influence both patient satisfaction and trust. Furthermore, patient satisfaction is shown to play a significant mediating role in the relationship between waiting time and patient trust, as well as between employee services and patient trust. These results underscore the importance of managing waiting times and the quality of employee services to enhance patient satisfaction and trust. This research is expected to provide insights for hospitals to improve service quality and overall patient experience.