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All Journal International Journal Of Science, Technology & Management (IJSTM) International Journal of Educational Research and Social Sciences (IJERSC) International Journal of Health and Pharmaceutical (IJHP)
Enrico Adhitya Rinaldi
University of Muhammadiyah, Prof. DR. HAMKA Faculty of Medicine, Indonesia
Aerospace Engineering Agriculture, Biological Sciences & Forestry Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Education Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mechanical Engineering Nursing Public Health Social Sciences Transportation Other

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The Effect of Pre-Operative Education, Healthcare Provider Communication, and Waiting Time on Patients’ Perceived Quality of Cataract Surgery Services Rosa Arisanti; Ahdun Trigono; Enrico Adhitya Rinaldi
International Journal of Educational Research & Social Sciences Vol. 7 No. 5 (2026): October 2026 ( Indonesia - Cambodia )
Publisher : CV. Inara in Colaboration with www.stie-sampit.ac.id

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51601/ijersc.v7i5.1132

Abstract

This study examines the quality of cataract surgery determined not only by clinical outcomes but also by patients’ experiences throughout the care process. Preoperative education, healthcare provider communication, and waiting time are important process components that may shape patients’ perceived quality. This study aimed to analyze the effect of preoperative education, healthcare provider communication, and waiting time on patients’ perceived quality of cataract surgery services at Royal Prima Hospital Jambi, Indonesia. This quantitative analytic study used a cross-sectional design and involved 33 postoperative cataract patients. The questionnaire used a four-point Likert scale. Instrument testing was conducted among 30 postoperative cataract patients at Arafah Islamic Hospital Jambi, Indonesia. Validity was assessed using Corrected Item-Total Correlation (CITC >0.30), while reliability was assessed using Cronbach’s Alpha (>0.70). Data were analyzed using descriptive statistics, Shapiro-Wilk testing, Spearman Rank correlation, and multiple linear regression. Preoperative education was strongly correlated with perceived quality (r=0.701; p<0.001), healthcare provider communication showed a moderate positive correlation (r=0.449; p=0.009), and waiting time showed a strong positive correlation (r=0.651; p<0.001). In multiple regression, preoperative education had a significant effect (B=0.282; β=0.427; p=0.008), whereas communication (p=0.155) and waiting time (p=0.111) were not statistically significant. Simultaneously, the three variables significantly affected perceived quality (F=18.845; p<0.001) and explained 66.1% of its variance (R²=0.661). Preoperative education contributed the most among the three variables studied. As a result, hospitals should strengthen standardized preoperative education, audiovisual educational media, effective communication, and transparent scheduling information to improve patients’ experiences and perceived quality.
The Effect of Word of Mouth, Patient Experience, and Cooperation On Patient Trust, With Psychological Commitment As A Mediator and Switching Cost In Hospitals Edmond Rukmana Wikanta; Enrico Adhitya Rinaldi; Achda Ferdians; Cahyo Kusumo Wijyoyo
International Journal of Educational Research & Social Sciences Vol. 7 No. 5 (2026): October 2026 ( Indonesia - Cambodia )
Publisher : CV. Inara in Colaboration with www.stie-sampit.ac.id

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51601/ijersc.v7i5.1133

Abstract

This study aims to analyze the influence of Word of Mouth (WOM), patient experience, and cooperation on patient trust, with psychological commitment as a mediator and switching cost as a moderator at Diponegoro National Hospital (DNH), Indonesia. The sample comprised 304 outpatients who had visited at least twice. Partial Least Squares Structural Equation Modeling (PLS-SEM) was applied to examine the relationships among variables. Results reveal that cooperation has the most significant effect on psychological commitment and patient trust. WOM influences trust indirectly through psychological commitment, while patient experience directly influences trust but not psychological commitment. Switching cost positively moderates the relationship between WOM and trust and negatively moderates the relationship between patient experience and trust. These findings underline the importance of interpersonal cooperation and psychological bonding, enhanced by social recommendations and switching cost influences, in building patient trust. The study offers managerial implications for hospital quality improvement and patient loyalty strategies. The novelty of this research lies in the development of a conceptual model that integrates communication, patient experience, interpersonal relationships, and psychological factors to build patient trust in a hospital. This differs from previous studies, most of which only examined the influence of patient trust. Patient trust is a critical foundation for sustainable healthcare services and patient loyalty.
Co-Authors Achda Ferdians Ahdun Trigono Ananda Rizki Febria Michiels Azzahra Inda Latifan Cahyo Kusumo Wijyoyo Edmond Rukmana Wikanta Fresley Hutapea Gemala Hatta Joseph John Rivaldo Kia Bolly Lisdayanti NA Hi Nur Mahadewi, Erlina Puspitaloka Marsha Vania Muhammad Nazhim Nadhila Nur Amalina Nina Widasari Nirmala Nirmala Nurcahyo Andarusito Nurminingsih Nurminingsih Purwanti Aminingsih Purwanti Aminingsih Ratna Sari Rosa Arisanti Salma Nabilah Rafifah Sonya Dewi Wulandari Vita Emilya