Service Speed, Communication, and Attitude of Non-Medical Frontliners in Relation to Outpatient Satisfaction: A Cross-Sectional Study

Eka Rizqiana; Indanah; Edi Wibowo Suwandi

doi:10.63922/ijebir.v5i03.3474

Eka Rizqiana Universitas Muhammadiyah Kudus
Indanah Universitas Muhammadiyah Kudus
Edi Wibowo Suwandi Universitas Muhammadiyah Kudus

DOI: https://doi.org/10.63922/ijebir.v5i03.3474

Keywords: Frontliner Services, Healthcare Quality, Outpatient Satisfaction, Patient Experience, Service Responsiveness

Abstract

Background: Non-medical frontliner staff play a pivotal role in shaping outpatient experience, yet their specific contributions to patient satisfaction remain underexplored, particularly in private hospitals operating under a premium service concept. Objective: This study aimed to analyze the relationship between service speed, communication, and attitude of non-medical frontliner staff with outpatient satisfaction. Methods: A quantitative analytic observational study with a cross-sectional design was conducted at a private type D general hospital in Kudus, Indonesia. One hundred respondents were recruited through accidental sampling using the Slovin formula. Data were collected via a structured five-point Likert-scale questionnaire covering service speed (10 items), communication (10 items), attitude (14 items), and patient satisfaction (12 items). Univariate and bivariate analyses were performed; the Chi-square test was applied following confirmation of non-normal data distribution. Results: Service speed (OR = 103.5; 95% CI: 26.1–410.4), communication (OR = 11.034; 95% CI: 3.01–40.4), and attitude (OR = 180.0; 95% CI: 38.2–849.09) were each significantly associated with patient satisfaction (p < 0.001). Staff attitude was the most dominant predictor. Conclusion: Non-medical frontliner performance significantly influences outpatient satisfaction, with staff attitude constituting the strongest determinant. Strengthening interpersonal competence and service responsiveness among frontliner staff is essential to advancing patient-centered care in premium hospital settings.

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