Antesenden dari patient satisfaction serta dampaknya terhadap patient loyalty pada pasien rawat inap di rumah sakit swasta kawasan Jakarta = Antecedent of patient satisfaction and its impact towards patient loyalty to inpatients in private hospitals in Jakarta

Lesmana, Maria Vashti Zerlinda (2022) Antesenden dari patient satisfaction serta dampaknya terhadap patient loyalty pada pasien rawat inap di rumah sakit swasta kawasan Jakarta = Antecedent of patient satisfaction and its impact towards patient loyalty to inpatients in private hospitals in Jakarta. Masters thesis, Universitas Pelita Harapan.

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Abstract

Industri kesehatan mengalami perkembangan secara pesat terutama setelah pandemi COVID-19. Pembangunan rumah sakit, baik secara kuantitas maupun kualitas mempengaruhi ekspektasi pasien terhadap tenaga medis. Disamping faktor tersebut, perkembangan teknologi dan media sosial meningkatkan pengetahuan masyarakat berkaitan dengan edukasi kesehatan. Komunikasi dan interaksi antara pasien dan tenaga medis semakin dimudahkan dengan sarana pelayanan daring. Harapannya, kepuasan dan loyalitas pasien dapat terjaga dengan baik. Penelitian ini menggunakan model baru yang dibentuk dari kumpulan model penelitian terdahulu. Tujuan utama dari penelitian ini adalah menilai pengaruh positif dari service quality , patient trust, patient-hospital communication, hospital image, dan social media marketing terhadap patient satisfaction sebagai faktor mediasi dan dampaknya terhadap patient loyalty. Metode PLS-SEM digunakan untuk menganalisis data empiris dengan menggunakan purposive sampling pada 160 responden yang memenuhi syarat melalui kuisioner google form. Hasil penelitian menunjukkan empat dari lima variabel independen berpengaruh positif dan signifikan (p < 0,05) terhadap patient satistfaction. Patient satisfaction ditemukan berpengaruh positif terhadap patient loyalty dengan moderate predictive accuracy. / Healthcare industry has an enourmous growth due to COVID-19 pandemic. Hospital growth, both quantity and quality wise, affecting patient’s expectations on medical officers. Aside from those factors, technology advancement and social media improvement increase patient’s knowledge related to health. Communication and interaction between patients and medical officer is as seamless as ever due to online outreach. Patient satisfaction and loyalty are two main outcome that a hospital want to keep in good terms. This research use a new model based on previous researches. The main aim of this research is to evaluate positive influences of service quality , patient trust, patient-hospital communication, hospital image, dan social media marketing towards patient satisfaction as mediating factor and its impact towards patient loyalty. PLS-SEM method used to analyse empirial data collected through google form by purposive sampling on 160 correspondents whom met inclusion. The result of this research shows that four out of five independent variables got positive impact and is significant (p<0.05) towards patient satisfaction. Patient satisfaction in return gave positive impact towards patient loyalty with moderate predictive accuracy.

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