<![CDATA[Background: Service quality in health care is increasingly important as public awareness rises. Waiting time is a key determinant of patient satisfaction, particularly in outpatient settings. Prolonged waiting times are a common complaint across health facilities and directly affect patient perceptions. This study aimed to analyze the effect of service time and waiting time on patient satisfaction during follow-up care at Sozo Dental Clinic, Medan. Method: A quantitative cross-sectional study was conducted. The population consisted of all follow-up patients (at least two visits) at Sozo Dental Clinic. A sample of 100 respondents was selected using purposive sampling. Data were collected using modified questionnaires measuring service time (treatment duration), waiting time (queue duration), and patient satisfaction. Univariate and bivariate analyses were performed using the chi-square test (α = 0.05). Results: Most respondents were female (55.0%), aged >35 years (62.0%), and worked as private employees (45.0%). Waiting time was rated as poor by 52.0% of respondents, service time as good by 64.0%, and patient satisfaction as satisfied by 64.0%. Bivariate analysis showed significant associations between waiting time and satisfaction (p < 0.001) and between service time and satisfaction (p < 0.001). Conclusion: Both waiting time and service time significantly influence patient satisfaction at Sozo Dental Clinic. Digital systems to predict service duration and proactive communication are recommended to transform waiting time from a weakness into a strength.]]>
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