Tasya Ariani Fitri, . (2026) Hubungan Kesesuaian Waktu Tunggu Pelayanan Rawat Jalan Berdasarkan Standar Pelayanan Minimal (SPM) Dengan Kepuasan Pasien Di Rumah Sakit Permata Pamulang Tangerang Selatan Tahun 2026. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Outpatient waiting time is one of the key indicators of hospital service quality, directly influencing patient satisfaction. The Minimum Service Standard (MSS) sets a maximum waiting time of 60 minutes, yet many hospitals, including Permata Pamulang Hospital, have not fully met this benchmark. This study aimed to examine the relationship between compliance with the outpatient waiting time standard under the MSS and patient satisfaction at Permata Pamulang Hospital, South Tangerang, in 2026. A quantitative correlational-analytic design with a cross-sectional approach was applied, involving 110 respondents selected through accidental sampling. Waiting time data were collected using an observation sheet, while patient satisfaction was measured with a SERVQUAL-based questionnaire; data were analyzed univariately and bivariately using the Chi-Square test. Results showed that 66.4% of respondents experienced waiting times exceeding the MSS threshold, while 33.6% met the standard. Regarding satisfaction, 53.6% of respondents reported being satisfied and 46.4% dissatisfied. The Chi-Square test revealed a significant association between waiting time compliance and patient satisfaction (p = 0.000; POR = 18.189; 95% CI: 6.191–53.445), indicating that patients with longer waiting times were approximately 18 times more likely to feel dissatisfied. These findings underline the need for continuous evaluation and improvement of outpatient services to enhance hospital service quality.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | No.Panggil: 2210713110 Pembimbing: Ayu Anggraeni Dyah Purbasari, SKM, MPH Penguji 1: Cahya Arbitera, S.K.M., M.K.M Penguji 2: Prof. Dr. A. Heri Iswanto, S.K.M., M.A.R.S. |
| Uncontrolled Keywords: | Keywords: waiting Time, Minimum Service Standard, Patient Satisfaction, Outpatient |
| Subjects: | Q Science > QA Mathematics Q Science > QA Mathematics > QA75 Electronic computers. Computer science Q Science > QA Mathematics > QA76 Computer software |
| Divisions: | Fakultas Ilmu Kesehatan > Program Studi Kesehatan Masyarakat (S1) |
| Depositing User: | TASYA ARIANI FITRI |
| Date Deposited: | 27 Aug 2026 02:19 |
| Last Modified: | 27 Aug 2026 02:19 |
| URI: | http://repository.upnvj.ac.id/id/eprint/52925 |
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