Pengaruh Waktu Tunggu Pendaftaran Rawat Inap terhadap Keputusan Pemilihan Kembali (Loyalitasa) Pasien Rumah Sakit Umum Daerah Petala Bumi Provinsi Riau

Anastasya Shinta Yuliana; Ahmad Said; Sherly Mutiara; Muhammad Firdaus; Bobi Handoko

doi:10.62027/praba.v4i3.978

Pengaruh Waktu Tunggu Pendaftaran Rawat Inap terhadap Keputusan Pemilihan Kembali (Loyalitasa) Pasien Rumah Sakit Umum Daerah Petala Bumi Provinsi Riau

Authors

Anastasya Shinta Yuliana Universitas Awal Bros
Ahmad Said Universitas Awal Bros
Sherly Mutiara Universitas Awal Bros
Muhammad Firdaus Universitas Awal Bros
Bobi Handoko Universitas Awal Bros

DOI:

https://doi.org/10.62027/praba.v4i3.978

Keywords:

Hospital, Insurance, Inpatient registration, Patient loyalty, Waiting time

Abstract

The waiting time for inpatient registration is an important indicator of hospital service quality that can influence patients' perceptions and loyalty, particularly among insured patients. Preliminary data from Petala Bumi Regional General Hospital, Riau Province, showed a decline in patient visits from 4,432 in 2024 to 2,800 in 2025, accompanied by complaints regarding the lengthy insurance verification process during registration. This study aimed to determine the effect of inpatient registration waiting time on patient loyalty at Petala Bumi Regional General Hospital, Riau Province.This study employed a quantitative method with a descriptive analytic approach and a cross-sectional design. A total of 97 respondents were selected from a population of 2,800 patients using the Slovin formula and accidental sampling technique. Data were collected through questionnaires and hospital documents, then analyzed using univariate analysis, Pearson product-moment correlation, and simple linear regression.The results showed a significant relationship between inpatient registration waiting time and patient loyalty (r = 0.605; p = 0.000). The reliability dimension had the strongest correlation (r = 0.567), followed by tangibles (r = 0.553), responsiveness (r = 0.546), and assurance (r = 0.501). Waiting time contributed 36.56% to patient loyalty.In conclusion, better management of inpatient registration waiting time is associated with higher loyalty among insured patients. Hospitals are recommended to improve registration facilities, conduct regular staff audits, provide sops through QR codes, and enhance staff communication and empathy

References

Askarila, A. A., & Kholidah, D. (2024). Pasien Di Tempat Pendaftaran Pasien Rawat Jalan Puskesmas Batu Kota Batu. 10(2), 95–102.

Eni, S., & Mei, I. (2025). Analis Pengaruh Waktu Tunggu Pelayanan Obat Dan Pemberian Informasi Obat Terhadap Loyalitas Pasien Dimediasi Kepuasan Pasien Kronis Rawat Jalan Di Rumah Sakit Tingkat III Brawijaya. MAP (Jurnal Manajemen Dan Administrasi Publik) Vol., 8(1). https://doi.org/https://doi.org/10.37504/map.v8i1.704

Faizal, I. A. (2022). Buku ajar ilmu kesehatan masyarakat (Issue November). https://doi.org/10.5281/zenodo.7275382

Kristianti, T., & Sriwijaya, S. B. (2025). Evaluation of Hospital Service Quality with the SERVQUAL Method Approach and Quality Function Deployment ( QFD ). 7(2), 866–874. https://doi.org/10.56338/ijhess.v7i2.7379

Laksana, A., Pamungkas, H., Afifah, A., Arlita, T. (2023). Gambaran Tingkat Kepuasan Rawat Inap Peserta JKN Terhadap Kualitas Pelayanan Di RSU Islam Harapan Anda. 3(2), 1–10.

Narulitha, A., Batara, A. S., Haeruddin. (2025). Hubungan Waktu Tunggu Dengan Tingkat Kepuasan Pasien Rawat Jalan Rumah Sakit Ibnu Sina Yayasan Wakaf Universitas Muslim Indonesia. Jurnal Fakultas Kesehatan Masyarakat Umi, 6(2), 293–304.

Pangaribuan, N. Y., & Anurantha, J. J. (2025). The Influence of Service Quality ( Servqual ) on the Satisfaction of BPJS Patients in Indonesian Healthcare Facilities : A Systematic Review. 05(05), 5285–5293.

Pulungan, N., Fannya, P., Sonia, D., Indawati, L. (2023). Kepuasan Pasien Penggunan Bpjs Rawat Jalan Di Rumah Sakit Bhakti Mulia Tahun 2023. 4(September), 2168–2176.

Santosa, I., & Desy Purnama, E. (2025). Pengaruh Waktu Tunggu Pelayanan dan Fasilitas Rumah Sakit Terhadap Loyalitas Pasien yang Dimediasi Kepuasan Pasien Rawat Jalan Di Rumah Sakit Pelita Anugerah Demak. Jurnal Ilmu Manajemen Terapan, 6(4). https://doi.org/: https://doi.org/10.38035/jimt.v6i4

Simanihuruk, P., Tamba, D., Sipahutar, R., Parhusip, T. P., Sitorus, P. D. A. (2024). Analisis Dimensi Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Santa Elisabeth Medan. 3(1), 144–158.

Tuzzahra, R., Hakim, A. O., Romodon, D. (2024). Penyebab Pengembalian Berkas Klaim BPJS Kesehatan Pasien Rawat Inap Ditinjau Dari Syarat-Syarat Pengajuan Klaim di RSUD Majenang. 6(1), 29–39. https://doi.org/10.25047/j-remi.v6i1.5469

Turris, S. A. (2005). Waiting time and patient satisfaction: Review of the literature. Journal of Emergency Nursing, 31(3), 242–247. https://doi.org/10.1016/j.jen.2005.03.012

Widodo, H. T., Hidayat, C. T. (2024). Hubungan Dimensi Tangible dengan Kepuasan Pasien di Klinik Pratama Rawat Inap Aisyiyah Ambulu. 16(1), 14–21. https://doi.org/10.32528/tijhs.v16i1.2227

World Health Organization. (2020). Making fair choices on the path to universal health coverage: Final report of the WHO Consultative Group on Equity and Universal Health Coverage. World Health Organization.

Zulaika., Suherni., Soejoto, N. N. (2022). Hubungan Lama Waktu Tunggu Pelayanan Dengan Kepuasan Pasien Di Poli Umum Klinik Relof Tahun 2022. Jurnal Ilmiah Kesehatan, 14(2), 298–307. https://doi.org/https://doi.org/10.37012/jik.v14i2.1277

Downloads

Published

2026-09-22

How to Cite

Yuliana, A. S., Ahmad Said, Sherly Mutiara, Muhammad Firdaus, & Bobi Handoko. (2026). Pengaruh Waktu Tunggu Pendaftaran Rawat Inap terhadap Keputusan Pemilihan Kembali (Loyalitasa) Pasien Rumah Sakit Umum Daerah Petala Bumi Provinsi Riau. Jurnal Praba : Jurnal Rumpun Kesehatan Umum, 4(3), 720–734. https://doi.org/10.62027/praba.v4i3.978