Service Quality, Waiting Time, and Healthcare Facilities Predict Patient Satisfaction: Evidence from North Jakarta Workers’ General Hospital

Abstract

Patient satisfaction is an important indicator of outpatient service performance. This study examined the effects of service quality and waiting time on patient satisfaction, with healthcare facilities as a moderating variable, at North Jakarta Workers’ General Hospital. A quantitative cross-sectional survey was conducted among 96 outpatients selected through simple random sampling. Data were collected using a structured questionnaire and analyzed using Partial Least Squares–Structural Equation Modelling. The results showed that service quality had a positive and significant effect on patient satisfaction, with a path coefficient of 0.349 and a p-value of 0.002. Waiting time also had a positive and significant effect on patient satisfaction, with a path coefficient of 0.409 and a p-value below 0.001, indicating that better service timeliness and efficiency were associated with higher satisfaction. Healthcare facilities had a positive and significant direct effect on patient satisfaction, with a path coefficient of 0.256 and a p-value of 0.004. In the moderation model, healthcare facilities weakened the relationship between service quality and patient satisfaction, with a path coefficient of -0.220 and a p-value of 0.039, but strengthened the relationship between waiting time and patient satisfaction, with a path coefficient of 0.270 and a p-value of 0.006. These findings indicate that patient satisfaction is influenced not only by service quality and service timeliness but also by healthcare facilities and their interaction with core service variables. Hospitals should therefore prioritize integrated improvements in service quality, timeliness of care, and facility support to enhance outpatient satisfaction.