Anteseden loyalitas pasien rawat jalan di RS An-Nisa Tangerang

Hokky, Liowina Adlin (2021) Anteseden loyalitas pasien rawat jalan di RS An-Nisa Tangerang. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk menganalisis: pengaruh positif lokasi dan fasilitas terhadap kepuasan pasien, pengaruh positif lokasi dan fasilitas terhadap loyalitas pasien, serta pengaruh positif kepuasan pasien terhadap loyalitas pasien. Pengumpulan data dilakukan menggunakan kuesioner. Target populasi penelitian ialah seluruh pasien rawat jalan yang berusia minimal 18 tahun, bersedia menjadi responden, dan pernah menggunakan jasa rawat jalan di RS An-Nisa Tangerang minimal dua kali dan dalam periode November 2021. Penentuan jumlah sampel ditentukan sebesar 300 sampel. Teknik pengambilan sampel menggunakan purposive sampling. Data diolah menggunakan Partial Least Square-Structural Equation modelling (PLS-SEM). Hasil penelitian menunjukan bahwa lokasi berpengaruh positif terhadap kepuasan pasien dan fasilitas berpengaruh positif terhadap kepuasan pasien. Selanjutnya, lokasi tidak berpengaruh positif terhadap loyalitas pasien dan fasilitas tidak berpengaruh positif terhadap loyalitas pasien. Terakhir, kepuasan pasien berpengaruh positif terhadap loyalitas pasien. / This research aims to analyze: The positive effect of location and facilities on patient satisfaction, the positive effect of location and facilities on patient loyalty, and the positive effect of patient satisfaction on patient loyalty. Data collection was carried out using questionnaire. The target population of this research were outpatients with an age of at least 18 or above at RS An-Nisa Tangerang, who are willing to be respondents of this study, and have used outpatient services at RS An-Nisa Tangerang at least once and within the period of November 2021. The number of samples were determined to be which 300 samples. The sampling technique used was purposive sampling. Partial Least Square-Structural Equation modeling (PLS-SEM) is applied to this study. The results of data analysis showed that the location has a positive effect on patient satisfaction. In addition, facilities have a positive effect on patient satisfaction. Meanwhile, location does not have a positive effect on patient loyalty and facilities do not have a positive effect on patient loyalty. Finally, patient satisfaction has a positive effect on patient loyalty.

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