The Effect of Waiting Time and Administrative Efficiency on Patient Satisfaction in the Dental Clinic Using the SERVQUAL Model as a Mediator
Keywords:
Administrative Efficiency, Patient Satisfaction, SERVQUAL, Waiting Time.Abstract
Using the SERVQUAL paradigm, this study intends to examine how waiting times and administrative effectiveness affect patient satisfaction in Jakartan dental clinics. Patients ≥18 years old who had received care at one of five preselected dental clinics throughout the research period were given an online survey as part of the study's quantitative methodology. All patients who were satisfied the inclusion requirements were included using purposive sampling. To guarantee the stability of the PLS-SEM model, a minimum sample size of 420 respondents was determined by multiplying the number of indicators by 10. The findings show that patient satisfaction and SERVQUAL are positively impacted by waiting time. While SERVQUAL is positively impacted by administrative efficiency, patient satisfaction is not directly impacted. Patient satisfaction is positively impacted by SERVQUAL. Additionally, SERVQUAL entirely mediates the association between administrative efficiency and patient satisfaction and somewhat mediates the association between waiting time and patient satisfaction.
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