Service Quality as a Moderator of Human Resource Quality, Waiting Time, and Facilities on Patient Satisfaction at Bhayangkara Hospital Level II Medan
DOI:
10.47353/ecbis.v4i6.598Published:
2026-10-04Downloads
Abstract
This study aims to analyze the effects of human resource quality, waiting time, and hospital facilities on customer satisfaction and to examine the role of service as a moderating variable at Bhayangkara Level II Hospital Medan. This study employed a quantitative approach using questionnaire-based data collection. The research sample consisted of 100 respondents. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of WarpPLS version 8.0. The research variables included human resource quality, waiting time, and hospital facilities as independent variables, service as the moderating variable, and customer satisfaction as the dependent variable. The results indicate that human resource quality has no positive and significant effect on customer satisfaction, with a path coefficient of 0.049 and a p-value of 0.312. Waiting time has a positive and significant effect on customer satisfaction, with a coefficient of 0.437 and a p-value of <0.001. Hospital facilities also have a positive and significant effect on customer satisfaction, with a coefficient of 0.437 and a p-value of <0.001. Furthermore, service significantly moderates the relationship between human resource quality and customer satisfaction in a negative direction, with a moderation coefficient of -0.191 and a p-value of 0.023. Service also moderates the relationship between waiting time and customer satisfaction in a negative direction, with a moderation coefficient of -0.194 and a p-value of 0.022. However, service does not significantly moderate the relationship between hospital facilities and customer satisfaction, with a moderation coefficient of -0.080 and a p-value of 0.209. The findings indicate that improving customer satisfaction requires effective waiting-time management and adequate hospital facilities, accompanied by continuous evaluation of service quality and human resource development.
Keywords:
Human Resource Quality Waiting Time Hospital Facilities Service Customer SatisfactionReferences
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