Analisis Pengaruh Kualitas Pelayanan Dan Waktu Tunggu Terhadap Loyalitas Pasien Yang Dimediasi Oleh Kepuasan Pasien (Studi Empiris Pasien Di IGD RS St. Carolus Borromeus

Objectives: To analyze the effects of service quality and waiting time on patient loyalty, mediated by patient satisfaction, in the emergency department (ED) of St. Carolus Borromeus Hospital. Methods: Quantitative cross-sectional research involving 82 ED patients, analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). Research Gap/Novelty: Examines waiting time alongside service quality as antecedents of patient loyalty through patient satisfaction in an ED setting, where prior evidence on waiting time remains inconsistent. Results: Service quality and waiting time positively and significantly influenced patient satisfaction and patient loyalty. Patient satisfaction significantly mediated both relationships. Conclusion: Improving service quality and managing waiting time effectively strengthen patient satisfaction, which is key to building patient loyalty in the ED.