THE INFLUENCE OF SERVICE QUALITY AND WAITING TIME ON PATIENT SATISFACTION AT THE DENTAL AND ORAL TEACHING HOSPITAL OF UNIVERSITAS JENDERAL SOEDIRMAN

Abstract

This study aims to analyze the influence of service quality and waiting time on patient satisfaction in the context of dental treatment services provided by co-assistant students at the Dental and Oral Teaching Hospital of Universitas Jenderal Soedirman. The background of this research stems from the declining number of patient visits and satisfaction levels observed in recent years, which are suspected to be caused by long waiting times and inconsistent service quality from students. This study uses a quantitative approach with an associative design and applies multiple linear regression analysis to examine both partial and simultaneous relationships between the variables. Data were collected from patients using a structured questionnaire based on the SERVQUAL model, covering dimensions such as tangibles, empathy, reliability, responsiveness, and assurance, along with perceived waiting time and overall satisfaction. The research findings are expected to provide insights into which aspects of service quality significantly influence patient satisfaction and how waiting time moderates the relationship. This study contributes both theoretically and practically by offering a better understanding of service delivery in a teaching hospital environment, and by proposing strategies for improving patient-centered care without compromising educational objectives.