THE EFFECT OF WAITING TIME AND INFORMATION CLARITY ON BPJS OUTPATIENT SATISFACTION WITH PATIENT TRUST AS A MEDIATING VARIABLE AT SPN CLINIC PURWOKERTO

Abstract

Patient satisfaction is a key indicator of healthcare service quality, especially in the context of insured outpatient services such as BPJS in Indonesia. This study examines the effect of waiting time and information clarity on BPJS outpatient satisfaction, with patient trust as a mediating variable, at Klinik SPN Purwokerto. A quantitative survey was conducted using a closed-ended Likert-type questionnaire distributed to 120 BPJS outpatients selected through purposive sampling. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS. The results show that all seven hypotheses are supported. Waiting time has a positive and significant effect on patient trust and patient satisfaction. Information clarity has a positive and significant effect on patient trust and patient satisfaction. Patient trust positively and significantly affects patient satisfaction. Patient trust also significantly mediates the effects of waiting time and information clarity on patient satisfaction, indicating partial mediation in both pathways. The model explains 52.0% of the variance in patient trust and 57.0% of the variance in patient satisfaction. The findings suggest that improving operational efficiency in waiting time and the quality of information communication can simultaneously strengthen patient trust and satisfaction in BPJS outpatient services.