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FX Bhakti Hendrakusuma
Universitas Gajayana, Indonesia
Arts Humanities Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

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The Effect of Lean Management on Patient Satisfaction with Waiting Time Efficiency as a Mediating Variable Erwin Saputra; Ernani Hadiyati; FX Bhakti Hendrakusuma
Research Horizon Vol. 6 No. 4 (2026): Research Horizon - Agustus 2026
Publisher : LifeSciFi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54518/rh.6.4.2026.1612

Abstract

This study was motivated by prolonged outpatient service waiting times, which have contributed to lower patient satisfaction. Therefore, lean management, with waiting time efficiency as a mediating variable, is expected to improve patient satisfaction. This study aimed to analyze the effect of lean management implementation on patient satisfaction through waiting time efficiency as a mediating variable in outpatient services. The study used a quantitative approach with an explanatory research design. The population consisted of outpatient patients, with 262 respondents selected using accidental sampling. Primary data were collected through questionnaires, while secondary data were obtained from the hospital’s electronic medical records regarding service waiting times. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) to examine direct and indirect relationships among variables. The results showed that lean management significantly affected waiting time efficiency, lean management significantly affected patient satisfaction, and waiting time efficiency significantly affected patient satisfaction. Furthermore, waiting time efficiency significantly mediated the relationship between lean management and patient satisfaction, indicating partial mediation. These findings suggest that lean management can improve patient satisfaction directly and indirectly through enhanced waiting time efficiency, providing a basis for hospital service improvement policies and continuous quality improvement.
Determinants of Patient Satisfaction: The Effect of Service Quality and Hospital Image with Patient Trust as a Mediator Azizah Siantya; Dwi Orbaningsih; FX Bhakti Hendrakusuma; Yuni Kusuma Arumsari
Research Horizon Vol. 6 No. 4 (2026): Research Horizon - Agustus 2026
Publisher : LifeSciFi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54518/rh.6.4.2026.1637

Abstract

Patient satisfaction is an important indicator of healthcare quality, yet improvements in service performance do not always translate into consistently favorable patient evaluations. This study aimed to examine the effects of service quality and hospital image on patient satisfaction and patient trust, as well as the mediating role of patient trust. A quantitative survey with a causal design was conducted among 342 respondents consisting of inpatients and family members or companions. Data were collected using a structured questionnaire with a five-point Likert scale and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The findings show that service quality and hospital image have positive and significant effects on patient satisfaction and patient trust. Patient trust also has a positive and significant effect on patient satisfaction and significantly mediates the effects of service quality and hospital image on patient satisfaction. These findings indicate that improving service quality and strengthening hospital image should be accompanied by efforts to build patient trust. The study concludes that patient trust is an important mechanism for translating service experiences and institutional perceptions into greater patient satisfaction.
Co-Authors Azizah Siantya Dwi Orbaningsih Ernani Hadiyati Erwin Saputra Yuni Kusuma Arumsari