Faktor-faktor yang memengaruhi kepuasan pasien klinik fertilitas Jakarta IVF RS YPK Mandiri

Fernando, Darrell (2021) Faktor-faktor yang memengaruhi kepuasan pasien klinik fertilitas Jakarta IVF RS YPK Mandiri. Masters thesis, Universitas Pelita Harapan.

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Abstract

Insidensi infertilitas yang meningkat setiap tahunnya menjadikan infertilitas sebagai sebuah permasalahan rumit dan muktifaktorial dengan dampaknya terhadap individu maupun komunitas. Meskipun demikian, masih terdapat banyak hambatan bagi pasien untuk mendapatkan layanan infertilitas sesuai dengan ekspektasi dan harapan kepuasan mereka. Maka tujuan dari penelitian ini adalah untuk menganalisa hubungan positif dari kompetensi dokter, sikap dokter, pelayanan staf klinik, pelayanan diagnostik, ketersediaan informasi, aspek fisik klinik, dan kemudahan akses dengan kepuasan pasien di klinik fertilitas. Target populasi pada penelitian ini adalah pasien yang telah mengunjungi klinik fertilitas Jakarta IVF RS YPK Mandiri. Pengumpulan data dilakukan dengan purposive sampling dengan 195 sampel. Data kemudian dianalisis dengan metode PLS-SEM. Hasil dari penelitian ini menunjukkan bahwa kompetensi dokter, pelayanan staf klinik, ketersediaan informasi, dan kemudahan akses memiliki pengaruh yang signifikan terhadap kepuasan pasien. Sementara itu sikap dokter, pelayanan diagnostik, dan aspek fisik ditemukan tidak berpengaruh terhadap kepuasan pasien. Penemuan ini menunjukkan implikasi yang bermanfaat untuk diaplikasikan secara manajerial./ The incidence of infertility which is increasing annually makes infertility a complex and multifactorial problem with its impact not only on individuals but also communities. Nevertheless, there are still many obstacles for patients to get infertility services in accordance with their expectations and satisfaction. Thus, the purpose of this study was to analyze the positive relationship of doctor's competence, doctor's attitude, clinical staff services, diagnostic services, availability of information, clinical physical aspects, and ease of access in regard to patient satisfaction at fertility clinics. The target population in this study were patients who had visited the Jakarta IVF fertility clinic at YPK Mandiri Hospital. Data was collected by purposive sampling with 195 samples. Data were then analyzed using the PLS-SEM method. The results of this study indicate that the competence of doctors, clinical staff services, availability of information, and ease of access have a significant influence on patient satisfaction. Meanwhile, doctors' attitudes, diagnostic services, and physical aspects were found to have no effect on patient satisfaction. This finding shows useful implications for managerial application.

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