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All Journal International Journal of Accounting & Finance in Asia Pasific
Ni Made, Adhe Sugi Windarini
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Role of Online Queues as a Moderator Between Service Quality and Patient Satisfaction for National Health Insurance's Participants Ni Made, Adhe Sugi Windarini; Nengah, Landra; I Gusti Ngurah Bagus, Gunadi
International Journal of Accounting & Finance in Asia Pasific (IJAFAP) Vol 7, No 2 (2024): JUNE EDITION INTERNATIONAL JOURNAL OF ACCOUNTING FINANCE IN ASIA PASIFIC
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v7i2.3247

Abstract

This study aims to provide new insight and fill the gap of previous research by adding online queues to moderate the effect of perceived service quality and organization’s image on perceived satisfaction. Data were collected from 120 respondents who are members of National Health Insurance (JKN) who became patients at Prof. Dr. I Goesti Ngoerah Gde Ngoerah Hospital Denpasar. Partial Least Square Structural Equation Modeling (PLS-SEM) was used to analyze and test hypotheses. This research is quantitative, using a pre-existing measurement scale. The results of this study prove that service quality has a positive and significant effect on customer satisfaction. Another finding from this study is that an organization's image does not significantly affect customer satisfaction. Online queues could not moderate the relationship between service quality and the organization's image on customer satisfaction. The practical implication of this research is that hospitals must improve the online queue services so patients can wait in line from their houses and come to the hospital at/close to service time.
The Role of Online Queues as a Moderator Between Service Quality and Patient Satisfaction for National Health Insurance's Participants Ni Made, Adhe Sugi Windarini; Nengah, Landra; I Gusti Ngurah Bagus, Gunadi
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 7, No 2 (2024): June 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v7i2.3247

Abstract

This study aims to provide new insight and fill the gap of previous research by adding online queues to moderate the effect of perceived service quality and the organization’s image on perceived satisfaction. Data were collected from 120 respondents who are members of National Health Insurance (JKN) who became patients at Prof. dr. I Goesti Ngoerah Gde Ngoerah Hospital Denpasar. Partial Least Square Structural Equation Modeling (PLS-SEM) was used to analyze and test hypotheses. This research applied quantitative approach using a pre-existing measurement scale. The results of this study prove that service quality has a positive and significant effect on customer satisfaction. Another finding from this study is that an organization's image does not significantly affect customer satisfaction. Online queues could not moderate the relationship between service quality and the organization's image on customer satisfaction. The practical implication of this research is that hospitals must continue to improve the quality of their services to increase patient satisfaction with the hospital.
Co-Authors I Gusti Ngurah Bagus Gunadi Nengah Landra