The Effects of Waiting Time and Staff Competence on Outpatient Revisit Intention at Abdurrahman Syamsuri Hospital (RS ARSY), Paciran

Authors

  • Fais Yoga Pratama Hospital Administration Study Program, Muhammadiyah University of Lamongan
  • Faizatul Ummah Hospital Administration Study Program, Muhammadiyah University of Lamongan
  • Faizatul Ummah Hospital Administration Study Program, Muhammadiyah University of Lamongan
  • Muhamad Ganda Saputra Hospital Administration Study Program, Muhammadiyah University of Lamongan

DOI:

https://doi.org/10.62354/jurnalmedicare.v5i4.619

Abstract

Patients’ revisit intention is one indicator of patients’ acceptance of hospital services. Waiting time and staff competence are important aspects of healthcare services that may influence patients’ experiences. This study aimed to determine the effect of waiting time and staff competence on patients’ revisit intention in the outpatient department of Abdurrahman Syamsuri Hospital (RS ARSY) Paciran. This study employed a quantitative approach with a cross-sectional design. A total of 96 respondents were selected using purposive sampling. Data were collected through questionnaires and analyzed using descriptive analysis, Pearson Product Moment correlation, and multiple linear regression. The descriptive analysis showed that the mean scores for waiting time, staff competence, and revisit intention were 29.20, 33.15, and 30.96, respectively. The results showed that waiting time and staff competence had a significant effect on revisit intention, with a significance value of 0.000 for each variable. Simultaneously, both variables had a significant effect, with an F-value of 38.059 and a significance value of 0.000. The R Square value of 0.450 indicated that waiting time and staff competence explained 45.0% of the variation in revisit intention, while the remaining 55.0% was not explained by the variables included in the research model. These findings indicate that improving waiting-time management and staff competence is important to support patients’ revisit intention.

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Keywords:

waiting time, staff competence, revisit intention, outpatient patients

References

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Published

2026-11-02

How to Cite

Fais Yoga Pratama, Faizatul Ummah, Faizatul Ummah, & Muhamad Ganda Saputra. (2026). The Effects of Waiting Time and Staff Competence on Outpatient Revisit Intention at Abdurrahman Syamsuri Hospital (RS ARSY), Paciran . Jurnal Medicare, 5(4). https://doi.org/10.62354/jurnalmedicare.v5i4.619

Issue

Vol. 5 No. 4 (2026): OCTOBER 2026

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Articles

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