The Quality of Service at Hospital Based on Servqual Approach

Sudirman,; Yani, Ahmad; Putri, Linda Ayu Rizka

doi:10.5958/0976-5506.2019.02186.7

Ind. Jour. of Publ. Health Rese. & Develop.

2019

DOI: 10.5958/0976-5506.2019.02186.7

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The Quality of Service at Hospital Based on Servqual Approach

Sudirman Sudirman¹,

Ahmad Yani²,

Linda Ayu Rizka Putri³

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2024

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Reducing Wait Times and Enhancing Communication Boost Patient Satisfaction in Healthcare

Herdiati,

Fitriyah

2024

ijins

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This study examines how waiting time and health literacy-sensitive communication (HL-COM) affect patient satisfaction in the executive outpatient unit of Hospital Z. Using a sample of 120 respondents and analyzing data with Partial Least Square (PLS) structural equation modeling, we found that waiting time negatively impacts patient satisfaction. However, HL-COM significantly moderates this effect, mitigating the negative impact of waiting time. These findings suggest that hospital management should focus on both reducing waiting time and improving doctor-patient communication to enhance patient satisfaction. Highlights: Negative Impact: Waiting time significantly reduces patient satisfaction. Moderating Role: HL-COM moderates the effect of waiting time on satisfaction. Management Focus: Reduce waiting time and enhance doctor-patient communication. Keywords: Patient satisfaction, waiting time, health literacy-sensitive communication, hospital management, Partial Least Square (PLS)

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Reducing Wait Times and Enhancing Communication Boost Patient Satisfaction in Healthcare

Herdiati,

Fitriyah

2024

ijins

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show abstract

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The Quality of Service at Hospital Based on Servqual Approach

Cited by 1 publication

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Reducing Wait Times and Enhancing Communication Boost Patient Satisfaction in Healthcare

Reducing Wait Times and Enhancing Communication Boost Patient Satisfaction in Healthcare

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