Keywords
waiting time
health literacy-sensitive communication
hospital management
Partial Least Square (PLS)
How to Cite
Abstract
This study examines how waiting time and health literacy-sensitive communication (HL-COM) affect patient satisfaction in the executive outpatient unit of Hospital Z. Using a sample of 120 respondents and analyzing data with Partial Least Square (PLS) structural equation modeling, we found that waiting time negatively impacts patient satisfaction. However, HL-COM significantly moderates this effect, mitigating the negative impact of waiting time. These findings suggest that hospital management should focus on both reducing waiting time and improving doctor-patient communication to enhance patient satisfaction.
Highlights:
- Negative Impact: Waiting time significantly reduces patient satisfaction.
- Moderating Role: HL-COM moderates the effect of waiting time on satisfaction.
- Management Focus: Reduce waiting time and enhance doctor-patient communication.
Keywords: Patient satisfaction, waiting time, health literacy-sensitive communication, hospital management, Partial Least Square (PLS)
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