The Antecendents of patient satisfaction and its impacts towards patient loyalty (study of xyz hospital chain)

Manwani, Roshni (2021) The Antecendents of patient satisfaction and its impacts towards patient loyalty (study of xyz hospital chain). Masters thesis, Universitas Pelita Harapan.

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Abstract

Rumah sakit swasta di Indonesia mengalami peningkatan yang pesat dan mengakibatkan persaingan yang semakin ketat. Rumah sakit swasta di Indonesia menggunakan kualitas pelayanan sebagai fokusnya untuk bersaing dengan rumah sakit lain. Oleh karena itu, diperlukan data pendukung untuk mengembangkan keunggulan layanan terkait loyalitas pasien. Tujuan penelitian ini adalah untuk menganalisis dan menguji model usulan yang telah dikembangkan dari penelitian sebelumnya. Model penelitian difokuskan pada kepuasan pasien terhadap loyalitas pasien sedangkan anteseden dari kepuasan pasien terhadap unsur fasilitas dan lingkungan, prosedur pelayanan, dokter, perawat, dan prosedur administrasi. Efektivitas pengobatan dan citra merek rumah sakit, sebagai prediktor loyalitas pasien dan melalui kepuasan pasien. Model ini diujikan secara empiris pada pasien rawat jalan Rumah Sakit Swasta XYZ di Jakarta dan sekitarnya. Data responden diperoleh dengan purposive sampling dan diperoleh 182 sampel yang memenuhi syarat. PLS-SEM digunakan untuk menganalisis data. Hasil penelitian menunjukkan bahwa semua variabel independen berpengaruh positif signifikan terhadap kepuasan pasien kecuali fasilitas dan lingkungan. Prosedur pelayanan menunjukkan pengaruh paling kuat terhadap kepuasan pasien diikuti oleh pelayanan dokter. Pengaruh langsung terkuat terhadap loyalitas pasien adalah citra merek rumah sakit. Model yang diusulkan menunjukkan akurasi prediksi sedang. Implikasi manajerial dari hasil tersebut dapat memberikan masukan kepada manajemen rumah sakit. Ada sedikit rekomendasi untuk studi selanjutnya./ The private hospitals in Indonesia has increased rapidly and result in the fierce competition. The private hospital in Indonesia uses service quality as their focus to compete with other hospitals. Therefore, supporting data to develop the service excellence in regard to patient loyalty is needed. The objective is this research is to analyse and test the proposed model that’s has been develop from previous studies. The research model focussed on the patient satisfaction towards patient loyalty while antecedents from patient satisfaction with the element of facilities and environment, service procedure, physician, nurse, and administrative procedure. Treatment effectiveness and hospital brand image, as predictor to patient loyalty and through the patient satisfaction. This model empirically tested to the outpatient from Private XYZ Hospital in Jakarta and surroundings. The data respondents were obtained by purposive sampling and resulted 182 eligible samples. PLS-SEM was deploy to analyse the data. The result from this research demonstrated that all the independent variable has significant positive effect towards patient satisfaction except facilities and environment. Service procedure showed to have strongest effect to patient satisfaction followed by physician service. The strongest direct effect to patient loyalty is hospital brand image. The proposed model indicated medium predictive accuracy. Managerial implication from the result could provide suggestion to the hospital management. There are few recommendation for the future study.

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