Kepuasan pasien adalah salah satu faktor penting dalam meningkatkan kualitas pelayanan kesehatan. Pasien yang merasa puas dengan layanan yang diberikan cenderung lebih patuh terhadap instruksi medis dan memiliki tingkat pemulihan yang lebih baik. Salah satu aspek yang mempengaruhi kepuasan pasien adalah kualitas layanan, termasuk durasi waktu tunggu yang harus dijalani pasien sebelum mendapatkan pelayanan. Akan tetapi, masih terdapat rumah sakit di Indonesia yang masih menjadikan durasi waktu tunggu sebagai salah fokus peningkatan kualitas layanan kesehatan, salah satunya adalah Rumah Sakit Hermina Metland Cibitung terkhusus di Poli Obgyn. Penelitian ini bertujuan untuk menganalisis hubungan antara kualitas layanan, waktu tunggu, karakteristik pasien, dan kepuasan pasien BPJS di Poli Obgyn Rumah Sakit Hermina Metland Cibitung. Penelitian ini menggunakan desain penelitian cross-sectional dengan pendekatan kuantitatif melalui metode survei. Sampel penelitian melibatkan rata-rata pasien yang berkunjung ke Poli Obgyn pada periode tertentu, yaitu sebanyak 132 responden. Pengambilan sampel pada penelitian ini menggunakan teknik purposive sampling. Pengujian hipotesis menggunakan uji Kruskall Wallis, uji Mann-Whitney, dan uji Spearman pada uji bivariat serta regresi linear berganda, uji T, uji F, dan analisis koefisien determinasi pada uji multivariat. Hasil penelitian menunjukkan: 1) Rata-rata kepuasan pasien sebesar 3,24 dari 4, dengan nilai terendah pada aspek ketanggapan dokter dan kecepatan layanan; 2) Semua dimensi kualitas layanan (tangibles, empathy, reliability, responsiveness, assurance), dimensi empathy memiliki nilai tertinggi; 3) Sebagian besar pasien (78%) mengharapkan waktu tunggu0,05); 7) Karakteristik pasien (usia, pendidikan, pekerjaan, pendapatan, suku, jenis pelayanan) tidak berhubungan signifikan dengan kepuasan (p>0,05); 8) Secara simultan, dimensi tangibles, dimensi assurance, dimensi empathy, PWT, dan suku bangsa berpengaruh signifikan (R²=0,874), secara parsial, hanya dimensi tangibles dan assurance yang signifikan. Keterbatasan penelitian ini hanya mencakup satu lokasi rumah sakit, keterbatasan waktu penelitian, serta metode pengumpulan data yang berisiko menimbulkan bias akibat adanya pengisian kuesioner tidak langsung. Penelitian ini hanya melibatkan pasien BPJS di satu unit layanan dan terbatas pada tiga variabel sehingga hasilnya tidak mewakili populasi dan faktor yang lebih luas. Rumah sakit perlu meningkatkan koordinasi di bagian pendaftaran, khususnya dalam pengarahan pasien dan verifikasi kunjungan bagi pasien BPJS serta penambahan beberapa fasilitas dan SDM. 

Patient satisfaction is a critical factor in improving the quality of healthcare services. Patients who are satisfied with the services provided tend to be more compliant with medical instructions and demonstrate better recovery outcomes. One aspect influencing patient satisfaction is service quality, which includes the waiting time duration prior to receiving care. However, several hospitals in Indonesia still regard waiting time as a secondary concern in service quality improvement, including Hermina Metland Cibitung Hospital, particularly in the Obstetrics and Gynecology (Obgyn) outpatient clinic. This study aims to analyze the relationship between service quality, waiting time, patient characteristics, and BPJS patient satisfaction at the Obgyn Clinic of Hermina Metland Cibitung Hospital. A cross-sectional study design was employed using a quantitative approach through survey methods. The sample comprised 132 respondents, representing the average number of patients visiting the clinic within a specific period, selected using purposive sampling. Hypothesis testing was conducted using Kruskal-Wallis, Mann-Whitney, and Spearman tests in the bivariate analysis, as well as multiple linear regression, t-test, F-test, and coefficient of determination in the multivariate analysis. The results showed that: 1) The average patient satisfaction score was 3.24 out of 4, with the lowest ratings on doctor responsiveness and service speed; 2) All dimensions of service quality (tangibles, empathy, reliability, responsiveness, assurance), empathy being the highest score; 3) The majority of patients (78%) expected a waiting time of under 60 minutes, but only 47% experienced this, with the actual average waiting time being 72.06 minutes; 4) Most respondents were aged 21–33, unemployed, had a low education level, earned below the minimum wage, and were of Javanese ethnicity; 5) All service quality dimensions had a significant relationship with patient satisfaction (p=0.001); 6) Waiting time had no significant relationship with patient satisfaction (p>0.05); 7) Patient characteristics (age, education, occupation, income, ethnicity, type of service) were not significantly related to satisfaction (p>0.05); 8) Simultaneously, the dimensions of tangibles, assurance, empathy, waiting time, and ethnicity had a significant influence on satisfaction (R²=0.874), while partially, only tangibles and assurance were significant predictors. This study is limited by its focus on a single hospital, restricted research duration, and data collection methods that may introduce bias due to indirect questionnaire responses. It exclusively involved BPJS patients in one service unit and examined only three variables, limiting the generalizability of the findings. The hospital should improve coordination at the registration counter, particularly in directing and verifying visits for BPJS patients, as well as consider adding facilities and human resources.