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All Journal Jurnal Manajemen Terapan dan Keuangan MATRIK: JURNAL MANAJEMEN, STRATEGI BISNIS, DAN KEWIRAUSAHAAN Jurnal Manajemen Teknologi AJIE (Asian Journal of Innovation and Entrepreneurship) Akademika : Jurnal Manajemen, Akuntansi, dan Bisnis Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT Journal Of Nursing Practice EKONOMIS : Journal of Economics and Business Jurnal Istiqro' J-MAS (Jurnal Manajemen dan Sains) SEIKO : Journal of Management & Business Sketsa Bisnis Share : Journal of Service Learning Jurnal Sains Sosio Humaniora Shirkah: Journal of Economics and Business SOSIO EDUKASI Jurnal Studi Masyarakat dan Pendidikan Journal of Innovation in Business and Economics Reformasi : Jurnal Ilmiah Ilmu Sosial dan Ilmu Politik Arthavidya Jurnal Ilmiah Ekonomi MABIS: Manajemen dan Bisnis Jurnal Ekonomi dan Manajemen International Journal of Economics Development Research (IJEDR) Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Abdimas: Jurnal Pengabdian Masyarakat Universitas Merdeka Malang Jurnal Manajemen Bisnis JURNAL PENDIDIKAN, SAINS DAN TEKNOLOGI Jurnal EMA (Ekonomi Manajemen Akuntansi) International Journal of Environmental, Sustainability, and Social Science Warta Pendidikan : Jurnal Pendidikan dan Budaya Jurnal Manajemen Sains dan Organisasi (JMSO) Jurnal Sosial dan Teknologi Kontribusi: Jurnal Penelitian dan Pengabdian Kepada Masyarakat Ar-Ribhu: Jurnal Manajemen dan Keuangan Syariah Jurnal Relevansi : Ekonomi, Manajemen dan Bisnis COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Jurnal Ekonomi dan Bisnis Digital (MINISTAL) International Journal of Humanities Education and Social Sciences SENTRI: Jurnal Riset Ilmiah Jurnal Sosial dan Sains Jurnal Indonesia Sosial Teknologi Ranah Research : Journal of Multidisciplinary Research and Development Journal of Educational Management Research Research Horizon Enrichment: Journal of Multidisciplinary Research and Development Journal of Economics and Management Scienties Bulletin of Social Informatics Theory and Application Journal of Economics and Public Health Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Mandalika Journal of Business and Management Studies Jurnal Ar Ro'is Mandalika (Armada) International Journal of Economics, Accounting, and Management E-JURNAL AKUNTANSI Ecoducation Ulil Albab Matrik: Jurnal Manajemen, Strategi Bisnis, Dan Kewirausahaan
Ernani Hadiyati
Universitas Gajayana Malang
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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.
Co-Authors ', Mukhlis ', Mukhlis Abdul Halim Abdur Rozzaq Fahmi adi mahendarto Agustin Wahyuningtyas Ahmad Ahmad , Ahmad Ahmad Ahmad Ahmad Ahmadi, Raden Khaeru Akhmad Iqbal Yuliansyah Al Amin Alvin Arifin Ambariyanto Ambariyanto Andreas Susanto Anwar, Witania Putri Arik Agus Setiyowati Arinda, Jeny Astutik Atika Zahra Bagus Ibnu Utama Baiq Rosi Bambang Ragil Bambang Ragil Barros Calvario, Maria De Fatima Barros Calvario, Maria De Fatima Budyi Suswanto Bukhari Chilman Suaidi Danan Wuryanto Pramono Dedi Nurhasan Ashari Dedy Sugiarto Delila Putri Sadayi Dharmawan, M. Irfan Dian Cahyo Prabowo Dian Eka Prangga Djuni Farhan Dody Prasetyo Dwi Febriani Dwi Orbaningsih Dyah Sawitri Eko Murdianto Eko Priyo Purnomo Eko Priyo Purnomo Endah Zuraidah Endang Suswati Enlik Kresnaini Erwin Saputra Evy Winda Herviyanti F. X. Bhakti Hendrakusuma F.X. Bhakti Hendrakusuma Fatlur Rhozi Fikri, Ahmad Taupan Fitria Ariyani Fotris Junimiati Sanjaya Fredy Perdana Anggara Selfiyan FX Bhakti Hendrakusuma Galuh Megawati Gendut Budi Wahyono Gunadi Gunadi Gunadi Gunadi Gunadi Hendrakusuma, Bhakti Hendrakusuma, FX Bhakti Herdian Rangga Permana Huspiani, Huspiani I Made Nartha Imron, Moh. Issa Arwani Jamal Abdul Naser Joko Triyono Kevin Christofer Khusnul Khotimah Kohar Adi Setia Kohar Adi Setya Lely Nuryasintha Lely Nuryasintha Luksanti, Nirmala Rahayu M. Jamal Abdul Nasir M. Taufik Akbar M. Yusuf Kurniawan Marliani Martaleni - Martha Layuk Ada Maulana Abdul Rahman Mauris, Novita Mistahul Munir Muhammad Kahfiyansyah muri2197 - Muslikhin Muslikhin NANANG HERMANTO Naser, Jamal Abd Naser, Jamal Abd Naser, Jamal Abdul Naser, Jamal Abdul Nugroho Agus Santoso Nur Aini Nur Azizatul Furqoniyah Nurcahyo, Dwi Parhanuddin, Parhanuddin Prabowo, Agung Cahyo Pramono, Danan Wuryanto Prastiawan, Bagus Andi Priyo Purnomo, Eko Raden Khaeru Ahmadi Ragil, Bambang Ratna Sri HARTATIK Rini Astuti Rini Astuti Rini Astuti Ronny Hendra Hertanto Rosidi rosidi Salmukin, Salmukin Setiawan Anom Pribadi Setiawan Anom Pribadi Shara Merry Palupi SHOLIKHAH, Mar’atun Siti Arifah Sri Hadiati Subendi, Antor Sugeng Mulyono Sugeng Mulyono Sulistyanti Sulistyanti Susanti, Nining Eka Tri Cicik Wijayanti Udhin Dwi Sukesi Umi Muawanah Umi Muawanah Umi Muawanah Ustad Fatah Al Hakim Wahyono, G. Budi Wijayanti, Feronika Yolanda KUMALASARI Yosar Haritsar Yossy Kurniawan Yuni Kusuma Arumsari Zakky Ibrahim