The Effect of Lean Management on Patient Satisfaction with Waiting Time Efficiency as a Mediating Variable
DOI:
https://doi.org/10.54518/rh.6.4.2026.1612Keywords:
Lean Management, Patient Satisfaction, Service Quality, Waiting Time EfficiencyAbstract
This study was motivated by prolonged outpatient service waiting times, which have contributed to lower patient satisfaction. Therefore, lean management, with waiting time efficiency as a mediating variable, is expected to improve patient satisfaction. This study aimed to analyze the effect of lean management implementation on patient satisfaction through waiting time efficiency as a mediating variable in outpatient services. The study used a quantitative approach with an explanatory research design. The population consisted of outpatient patients, with 262 respondents selected using accidental sampling. Primary data were collected through questionnaires, while secondary data were obtained from the hospital’s electronic medical records regarding service waiting times. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) to examine direct and indirect relationships among variables. The results showed that lean management significantly affected waiting time efficiency, lean management significantly affected patient satisfaction, and waiting time efficiency significantly affected patient satisfaction. Furthermore, waiting time efficiency significantly mediated the relationship between lean management and patient satisfaction, indicating partial mediation. These findings suggest that lean management can improve patient satisfaction directly and indirectly through enhanced waiting time efficiency, providing a basis for hospital service improvement policies and continuous quality improvement.
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