PATIENT SATISFACTION AS A MEDIATOR BETWEEN CLINIC SERVICES AND WORD OF MOUTH: AN EMPIRICAL STUDY IN GREATER JAKARTA

Abstract

In densely populated urban areas like Greater Jakarta (Jabodetabek), outpatient clinics often face disparities in patient visit volumes despite offering similar facilities. This study investigates how perceived service quality, communication, clinic location, and waiting time influence patient satisfaction and word of mouth in a healthcare setting. Using a quantitative approach, data were collected from 393 patients across seven clinics under the same ownership. Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed to analyze the relationships. Results show that service quality, communication, location, and waiting time significantly influence patient satisfaction, with location and waiting time exerting a direct and significant impact on word of mouth. Meanwhile, communication and service quality affect word of mouth indirectly through satisfaction. Mediation analysis confirms that patient satisfaction significantly mediates the effects of communication, location, and waiting time on word of mouth. However, service quality does not significantly influence word of mouth directly or through satisfaction. The model demonstrates strong validity, reliability, and predictive relevance (R² for satisfaction = 0.721; word of mouth = 0.610; SRMR = 0.047), supporting its use as a strategic evaluation tool. The findings highlight that non-technical service aspects, particularly access and timeliness, are key drivers of patient loyalty and informal promotion in urban healthcare services.