The Impact Of Waiting Time And Service Satisfaction On Patient Loyalty At The Dental Clinic

Meiyanti Purwantiningsih; Nurhaeni Sikki; Rahadian Malik

doi:10.24952/tijaroh.v11i1.15001

The Impact Of Waiting Time And Service Satisfaction On Patient Loyalty At The Dental Clinic

Meiyanti Purwantiningsih (Universitas Sangga Buana, Indonesia)
Nurhaeni Sikki (Universitas Sangga Buana, Indonesia)
Rahadian Malik (Universitas Sangga Buana, Indonesia)

Abstract

This study aims to analyze the influence of waiting time and service satisfaction on outpatient loyalty at the Dental Clinic of the Sukalarang Community Health Center, Sukabumi Regency. A total of 100 respondents were selected using purposive sampling. Data were analyzed using the Partial Least Squares (PLS) approach to assess the impact of both variables individually and simultaneously on patient loyalty. The results show that, partially, service satisfaction has a significant effect on patient loyalty, while waiting time does not exhibit a statistically significant influence. However, when considered simultaneously, both variables contribute significantly to patient loyalty. These findings highlight the significant role of service quality in promoting patient loyalty, with efficient waiting time management serving as a crucial factor in shaping positive patient perceptions. The study implies that strategies to enhance patient loyalty in dental healthcare services should prioritize improving professional, responsive, and patient-centered care.

Keywords

Dental clinic; Loyalty; Puskesmas; Service satisfaction; Waiting time

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DOI: https://doi.org/10.24952/tijaroh.v11i1.15001