Pengaruh waktu tunggu yang singkat, keterjangkauan harga, dan kualitas pelayanan terhadap kepuasan pasien di Klinik Gigi Cdc = The effect of short waiting time, price affordability, and service quality on patient satisfaction at Cdc Dental Clinic

Santoso, Giovanni Adrian (2021) Pengaruh waktu tunggu yang singkat, keterjangkauan harga, dan kualitas pelayanan terhadap kepuasan pasien di Klinik Gigi Cdc = The effect of short waiting time, price affordability, and service quality on patient satisfaction at Cdc Dental Clinic. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh hubungan dari variabel waktu tunggu yang singkat, keterjangkauan harga, dan kualitas pelayanan terhadap kepuasan pasien di klinik gigi CDC. Model penelitian ini diuji pada populasi pasien yang datang ke klinik gigi CDC di Kota Surakarta. Pengumpulan data dilakukan dengan teknik purposive sampling dan didapatkan jumlah sampel berjumlah 171 orang yang bersedia mengisi kuesioner saat datang ke klinik. Pengisian kuesioner menggunakan aplikasi google form dengan menggunakan skala Likert 1 – 5. Data penelitian kemudian dianalisis menggunakan metode PLS-SEM. Hasil dari penelitian ini menunjukan bahwa: (1) terdapat pengaruh positif signifikan antara waktu tunggu yang singkat dengan kepuasan pasien di klinik gigi CDC, (2) terdapat pengaruh positif signifikan antara keterjangkauan harga dengan kepuasan pasien di klinik gigi CDC, (c) terdapat pengaruh positif signifikan antara kualitas pelayanan dengan kepuasan pasien di klinik gigi CDC. Penemuan ini menunjukkan implikasi yang bermanfaat untuk diaplikasikan ke manajerial klinik. / This study aims to determine the effect of the variable short waiting time, price affordability, and service quality on patient satisfaction at CDC Dental Clinic. This research model was tested on a population of patients who came to the CDC dental clinic in Surakarta. Data was collected using purposive sampling technique and obtained a total sample of 171 people who were willing to fill out a questionnaire when they came to the clinic. The questionnaire was filled out via google form application using Likert scale of 1 – 5. The research data was analyzed using PLS-SEM method. The results of this study indicate that; (1) there is a significant positive effect between short waiting time and patient satisfaction at the CDC dental clinic, (2) there is a significant positive effect between price affordability and patient satisfaction at the CDC dental clinic, (3) there is a significant positive effect between service quality and patient satisfaction at the CDC dental clinic. This finding has useful implications for managerial application in the clinic.

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