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.

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Keywords :

Patient Loyalty, Patient Satisfaction, Private Hospital, Service Quality, Waiting Time

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