Pengaruh healthcare service quality terhadap patient loyalty yang dimediasi oleh patient satisfaction (studi kasus pada RS XYZ di Gading Serpong )

Holiwono, Lidya Suryany (2022) Pengaruh healthcare service quality terhadap patient loyalty yang dimediasi oleh patient satisfaction (studi kasus pada RS XYZ di Gading Serpong ). Masters thesis, Universitas Pelita Harapan.

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Abstract

Tujuan penelitian ini adalah untuk menguji pengaruh dari Healthcare service quality terhadap patient loyalty yang dimediasi oleh patient satisfaction, variabel healthcare service quality yang dipakai yaitu; patient safety, infrastructure, staff competence. Model dari penelitian ini mengadopsi dari penelitian terdahulu pada rumah sakit swasta, yang kemudian dilakukan pengujian secara empiris pada pasien rumah sakit XYZ di gading serpong. Data responden diperoleh dengan purposive sampling yang didapatkan 198 responden yang memenuhi kriteria atau syarat yang diberikan dalam kuesioner yang di distribusi secara online pada bulan September 2021 serta dianalisis menggunakan metode PLS-SEM. Hasil dari penelitian menunjukkan bahwa dari ke 3 faktor dari variabel independen, serta variabel mediasi patient satisfaction mempunyai pengaruh yang positif dan signifikan terhadap patient loyalty. Pengaruh paling kuat terdapat pada patient safety dan infrastructure, dan ditemukan dampak positif dari patient satisfation terhadap patient loyalty, dengan hasil penelitian tersebut untuk menkonfirmasi teori kepuasan konsumen dalam pelayanan kesehatan yang berdampak pada loyalitas pasien. Model penelitian ini memiliki low predictive accuracy serta medium predictive relevance sehingga dapat dikembangkan dalam penelitian lebih lanjut. Terdapat implikasi manajerial dari temuan penelitian ini serta terdapat rekomendasi bagi penelitian selanjutnya. / Purpose of this study was to examine the effect of health care service quality and patient loyalty mediated by patient satisfaction, health care service quality variable used are; patient safety, infrastructure, staff competence. The model of this study was adopted from previous research at the private hospital, which was carried out empirical testing on patient at the XYZ hospital in Gading Serpong. Respondent data was obtained by purposive sampling and 198 respondents was have a term and condition from this requirements given in the questionnaire which was distributed online in September 2021 and analyzed using the PLS�SEM method. Result from this study was indicate 3 factors from the independent variable and patient loyalty mediated by patient satisfaction has a positive and significant influence. Strongest influence is on patient safety and infrastructure have a positve impact patient loyalty mediated by patient satisfaction. This study confirming the theory of consumer satisfaction in health service has an impact on patient loyalty. This research model has low predictive accuracy and medium predictive relevance, that mean this research can be developed in future research. There are managerial implication from the finding of this study and there are also have an recomandations for futher research.

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