The influence of response timeliness and work motivation on service quality and its influence on the number of patient visits at serang city regional hospital
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Jan 31, 2026
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Abstract
This study aims to examine the influence of response time accuracy and work motivation on service quality, as well as the effect of service quality on the number of patient visits at the Regional Public Hospital of Serang City. A quantitative research approach was employed to achieve these objectives. The data analysis technique used was multiple regression analysis to measure the relationships between response time accuracy and work motivation with service quality, and subsequently the effect of service quality on patient visits. The research population consisted of 7,669 individuals associated with the Regional Public Hospital of Serang City. Using a disproportionate stratified random sampling technique, a total of 381 respondents were selected as the research sample. The results of the study indicate that response time accuracy accounts for 15.98%, work motivation for 22.89%, service quality for 20.12%, and patient visits for 20.40%. Furthermore, the magnitude of the influence of response time accuracy on service quality is 0.285, while the influence of work motivation on service quality is 0.281. In addition, service quality has an influence of 0.519 on the number of patient visits. These values indicate that the effects fall within the low to moderate category. The hypothesis testing results show that response time accuracy and work motivation jointly influence service quality with a hypothesis acceptance level of 11.4%. Meanwhile, the joint influence of response time accuracy and work motivation on patient visits reaches a hypothesis acceptance level of 20.7%.
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How to Cite
Kurnia Fitri, R. P., Malik, A., Rusmana, A. U., Chaidir, J., & Haerofiatna, H. (2026). The influence of response timeliness and work motivation on service quality and its influence on the number of patient visits at serang city regional hospital. Enrichment : Journal of Management, 15(6), 750-760. https://doi.org/10.35335/enrichment.v15i6.2456
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Babakus, E., & Inhofe, M. (2015). Measuring Perceived Service Quality as a Multi-Attribute Attitude (pp. 376–380). https://doi.org/10.1007/978-3-319-13159-7_86
Bhagat, P. S. (2015). Modeling Customer Satisfaction in Business Markets: Some Basic Issues Revisited (pp. 339–339). https://doi.org/10.1007/978-3-319-13084-2_77
Boatman, J. D., Stevens, M. P., & Markley, J. D. (2022). Infection Control in the Outpatient Setting. In Infection Prevention (pp. 47–71). Springer International Publishing. https://doi.org/10.1007/978-3-030-98427-4_6
Chanif, C., Nursalam, N., Sriyono, S., Nashikha, A. D., Pranata, S., & Armiyati, Y. (2024). The correlation between service factors and the quality of services among emergency department nurses. Journal of Medicinal and Pharmaceutical Chemistry Research, 6(12), 1779–1786. https://doi.org/10.48309/jmpcr.2024.454904.1207
Gupta, M., Pandey, D., & Naagar, S. (2023). Quality Management and Patient Safety in Healthcare Domain. In A Guide to Hospital Administration and Planning (pp. 67–78). Springer Nature Singapore. https://doi.org/10.1007/978-981-19-6692-7_5
Harder, S. J., & Chu, E. S. (2020). Timeliness of Care. In The Patient and Health Care System: Perspectives on High-Quality Care (pp. 109–122). Springer International Publishing. https://doi.org/10.1007/978-3-030-46567-4_9
Haryadi, D., Prahiawan, W., & Wahyudi. (2021). Transformational leadership, training, dan employee performance: Mediasi organizational citizenship behavior dan job satisfaction. ULTIMA Management, 13(2), 304–322.
Isangula, K., Pallangyo, E. S., & Ndirangu-Mugo, E. (2023). The perceived benefits and effectiveness of patient feedback systems in strengthening patient-provider relationships in Rural Tanzania. BMC Health Services Research, 23(1), 1202. https://doi.org/10.1186/s12913-023-10198-z
James, K., Babin, B. J., & Borges, A. (2015). Retailer Success: Value and Satisfaction (pp. 436–438). https://doi.org/10.1007/978-3-319-10951-0_162
Jiang, Y., Ying, X., Zhang, Q., Tang, S. R., Kane, S., Mukhopadhyay, M., & Qian, X. (2014). Managing patient complaints in China: a qualitative study in Shanghai. BMJ Open, 4(8), e005131. https://doi.org/10.1136/bmjopen-2014-005131
Kansara, S. (2020). Modelling the water supply service quality: a case study of the municipal corporation. International Journal of Productivity and Quality Management, 29(1), 94. https://doi.org/10.1504/IJPQM.2020.104525
Kim, O. T. (2022). Patient safety as a global health priority. Cardiovascular Therapy and Prevention, 21(10), 3427. https://doi.org/10.15829/1728-8800-2022-3427
Kim, Y.-K., Cho, C.-H., Ahn, S.-K., Goh, I.-H., & Kim, H.-J. (2008). A study on medical services quality and its influence upon value of care and patient satisfaction – Focusing upon outpatients in a large-sized hospital. Total Quality Management & Business Excellence, 19(11), 1155–1171. https://doi.org/10.1080/14783360802323594
Mitra, M., Sinha, D., & Basu, M. (2020). A study of the determinants of laboratory turnaround time in tertiary care teaching hospital in bihar. International Journal of Current Research and Review, 12(5), 1–5. https://doi.org/10.31782/IJCRR.2020.12051
Mohiuddin, A. K. (2020). An extensive review of patient satisfaction with healthcare services in Bangladesh. Patient Experience Journal, 7(2), 59–71. https://doi.org/10.35680/2372-0247.1415
Murti, A., Deshpande, A., & Srivastava, N. (2013). Patient Satisfaction and Consumer Behavioural Intentions. Journal of Health Management, 15(4), 549–577. https://doi.org/10.1177/0972063413516230
Olsen, S. L., Nedrebø, B. S., Strand, K., Søreide, E., Kvaløy, J. T., & Hansen, B. S. (2023). Reduction in omission events after implementing a Rapid Response System: a mortality review in a department of gastrointestinal surgery. BMC Health Services Research, 23(1), 179. https://doi.org/10.1186/s12913-023-09159-3
Pilarska, A., Zimmermann, A., Piątkowska, K., & Jabłoński, T. (2020). Patient Safety Culture in EU Legislation. Healthcare, 8(4), 410. https://doi.org/10.3390/healthcare8040410
Rhys, C. S., Benwell, B., Erofeeva, M., & Simmons, R. (2024). Harnessing the power of language to enhance patient experience of the NHS complaint journey in Northern Ireland: a mixed-methods study. Health and Social Care Delivery Research, 1–129. https://doi.org/10.3310/NRGA3207
Shie, A.-J., Huang, Y.-F., Li, G.-Y., Lyu, W.-Y., Yang, M., Dai, Y.-Y., Su, Z.-H., & Wu, Y. J. (2022). Exploring the Relationship Between Hospital Service Quality, Patient Trust, and Loyalty From a Service Encounter Perspective in Elderly With Chronic Diseases. Frontiers in Public Health, 10. https://doi.org/10.3389/fpubh.2022.876266
S.Phabmixay, C., Rodríguez-Escudero, A. I., & Rodríguez-Pinto, J. (2021). Organizational antecedents to designing a comprehensive complaint management system. Journal of Management & Organization, 27(3), 481–506. https://doi.org/10.1017/jmo.2018.73
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatig, dan R&D. Alfabeta.
Suhadi, S., Maidin, A., Palutturi, S., Bahar, B., Nurmaladewi, N., & Astuty, E. (2019). Efektivitas Penanganan Keluhan Pasien Pelayanan Kesehatan di Rumah Sakit Bahteramas Sulawesi Tenggara. Media Kesehatan Masyarakat Indonesia, 15(4), 400. https://doi.org/10.30597/mkmi.v15i4.7894
Utomo, A. Y. S., Bagoes Widjanarko, & Zahroh Shaluhiyah. (2023). Mutu Pelayanan dengan Kepuasan Pasien Rawat Inap di Rumah Sakit : Literature Review. Media Publikasi Promosi Kesehatan Indonesia (MPPKI), 6(9), 1708–1714. https://doi.org/10.56338/mppki.v6i9.3720
van Dael, J., Reader, T. W., Gillespie, A., Neves, A. L., Darzi, A., & Mayer, E. K. (2020). Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights. BMJ Quality & Safety, 29(8), 684–695. https://doi.org/10.1136/bmjqs-2019-009704
Zboja, J. J., Laird, M. D., & Bouchet, A. (2016). The moderating role of consumer entitlement on the relationship of value with customer satisfaction. Journal of Consumer Behaviour, 15(3), 216–224. https://doi.org/10.1002/cb.1534