The Relationship Between Registration Time and Outpatient Satisfaction at Dr. Tengku Mansyur Tanjungbalai Hospital

Abstract

The registration unit serves as the initial point of contact in healthcare services, shaping patients’ first impressions of a hospital’s service quality. This study aimed to examine the correlation between registration service time and outpatient satisfaction at RSUD Dr. Tengku Mansyur Tanjung Balai. A quantitative research approach was utilized with a cross-sectional design and correlation analysis. A total of 105 respondents were selected through a random sampling method. Data were collected using a questionnaire adapted from prior studies and validated for reliability. The results of the Pearson correlation test showed a significant relationship between registration service time and patient satisfaction (p = 0.000). The correlation coefficient was -0.806, indicating a strong negative association. Additionally, the coefficient of determination (R²) was 0.646, which means that 64.6% of patient satisfaction was influenced by registration waiting time—categorized as a strong correlation. These findings indicate that longer registration times are associated with lower levels of patient satisfaction. The study emphasizes the importance of optimizing the registration process as a strategic step to improve overall hospital service quality.