Pengaruh Ketepatan Waktu Karyawan, Sistem Antrean, dan Kualitas Fasilitas Klinik Terhadap Kepuasan Pasien Melalui Technology Acceptance Model
DOI:
https://doi.org/10.47747/jbme.v7i4.3704Keywords:
ketepatan waktu karyawan, sistem antrean, kualitas fasilitas klinik, kepuasan pasien, Technology Acceptance ModelAbstract
This study analyzes the influence of employee punctuality, the queuing system, and clinic facility quality on patient satisfaction, both directly and through the Technology Acceptance Model (TAM) as a mediating variable. This study used a quantitative, cross-sectional design. We selected 115 patients from Glaria Bandung Main Clinic using purposive sampling based on established criteria. Data were collected using 1–5 Likert-scale questionnaires and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS software. The results indicate that employee punctuality, the queuing system, and clinic facility quality positively and significantly affect patient satisfaction. These three variables also positively and significantly influence TAM. Furthermore, TAM positively and significantly affects patient satisfaction, with a path coefficient of 0.604. Tests of indirect effects reveal that TAM mediates the relationships between employee punctuality, the queuing system, and clinic facility quality and patient satisfaction. The strongest indirect effect was observed regarding clinic facility quality on patient satisfaction, mediated by TAM. These findings suggest that improving patient satisfaction requires managing staff punctuality, improving queuing systems, providing adequate facilities, and implementing service technologies perceived as useful and easy to use.
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