The Relationship Between Emergency Department Waiting Time and Patient Satisfaction at Toto Kabila Regional General Hospital, Bone Bolango Regency
DOI:
https://doi.org/10.56338/ijhess.v8i3.11374Keywords:
Emergency Department, Waiting Time, Patient Satisfaction, SERVQUAL, Spearman CorrelationAbstract
Background: Waiting time is an important operational indicator in emergency department (ED) services, but patient satisfaction may also depend on communication, perceived competence, empathy, and the physical environment. This study examined the relationship between ED waiting time and five dimensions of service quality at Toto Kabila Regional General Hospital, Bone Bolango Regency, Indonesia. Methods: A quantitative analytical-correlational study with a cross-sectional design was conducted among 188 respondents recruited through accidental sampling during a 10-day data-collection period in June 2026. Waiting time was recorded using an observation sheet, while satisfaction was assessed with a structured five-point Likert questionnaire based on the SERVQUAL/RATER dimensions: tangibles, reliability, responsiveness, empathy, and assurance. Spearman’s rank correlation was used for bivariate analysis. Results: Mean total waiting time was 71.11 minutes (range 27–313 minutes); most respondents (163/188) classified waiting time as moderate (30–120 minutes). Satisfaction ratings were predominantly positive across dimensions. Spearman correlations between waiting time and tangibles (r=0.065, p=0.377), reliability (r=0.061, p=0.405), responsiveness (r=0.059, p=0.420), empathy (r=0.112, p=0.125), and assurance (r=0.103, p=0.158) were weak and not statistically significant. Conclusion: In this sample, waiting time was not significantly associated with satisfaction scores across the five SERVQUAL dimensions. This finding does not mean that delays are clinically unimportant; it indicates that satisfaction ratings may reflect multiple aspects of care and that further research should account for triage acuity, clinical condition, and the stages included in waiting-time measurement. The hospital should continue improving patient flow while maintaining clear communication and empathetic care.
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