Faktor-faktor yang mempengaruhi loyalitas pasien di Siloam Hospitals Kebon Jeruk

Putri, Franzeska Olivia Indra (2022) Faktor-faktor yang mempengaruhi loyalitas pasien di Siloam Hospitals Kebon Jeruk. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini dilakukan dengan tujuan mengetahui pengaruh dari kualitas layanan yang terdiri dari kualitas interaksi, kualitas lingkungan fisik, kualitas hasil, kemudian kepercayaan konsumen serta nilai konsumen terhadap loyalitas pasien di rumah sakit yang sudah terstandar JCI. Dalam penelitian ini menggunakan sampel sebanyak 190 orang dengan kriteria yang sudah pernah berkunjung ke Siloam Hospitals Kebon Jeruk. Pengumpulan informasi untuk diolah menjadi data dilakukan dengan menggunakan kuesioner online aplikasi google form yang berisi 26 pertanyaan dengan metode non probability sampling. Program SmartPLS digunakan untuk analisis data dengan pendekatan partial least square-structural. Kesimpulan dari penelitian ini adalah kelima faktor yang diteliti yaitu masing- masing kualitas layanan, kepercayaan konsumen, dan nilai konsumen mempunyai hubungan yang positif dan signifikan pada loyalitas pasien. Kontribusi dari penelitian ini dapat memberi masukan kepada rumah sakit dalam meningkatkan dan mengembangkan aspek-aspek yang penting untuk meningkatkan loyalitas pasien untuk melakukan pelayanan kesehatan di rumah sakit, sehingga pasien bertambah banyak serta kualitas layanan yang baik dan sesuai harapan pasien. / This research was conducted with the aim of knowing the effect of service quality which consists of interaction quality, physical environment quality, quality of results, then consumer trust and consumer value on patient loyalty in JCI standardized hospitals. In this study, a sample of 190 people with criteria had been to Siloam Hospitals Kebon Jeruk. The collection of information to be processed into data was carried out using an online questionnaire with a google form containing 26 questions using non probability sampling. The SmartPLS program is used for data analysis with a partial least square-structural. The conclusion of this study is that the five factors studied, namely each service quality, consumer trust, and consumer value have a positive and significant relationship on patient loyalty. The contribution of this research can provide input to the hospital in improving and developing aspects that are important to increase patient loyalty to provide health services at the hospital, so that more patients and service quality are good and according to patient expectations.

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