Anteseden dari patient satisfaction dan dampaknya terhadap behavioral intention dalam konteks pandemi covid-19

Widjaja, Amelia Gianina (2023) Anteseden dari patient satisfaction dan dampaknya terhadap behavioral intention dalam konteks pandemi covid-19. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini dilakukan untuk mengetahui pengaruh positif dari service quality, trust, COVID-19 protection terhadap patient satisfaction dan dampaknya terhadap behavioral intention dalam konteks COVID-19. Penelitian ini dilakukan di Jakarta dengan melibatkan 160 responden yang memenuhi kriteria. Pengumpulan data dilakukan dengan metode purposive sampling menggunakan kuesioner google form. Analisa data menggunakan menggunakan metode PLS-SEM. Hasil dari penelitian ini menunjukkan 2 dari 3 variabel independen memiliki pengaruh positif dan signifikan (p value < 0.05) terhadap patient satisfaction yang juga berdampak positif terhadap behavioral intention. Dari penemuan penelitian ini dapat ditarik beberapa implikasi managerial bagi tim manajemen rumah sakit swasta. Penelitian ini memiliki beberapa keterbatasan yang dapat menjadi saran untuk penelitian selanjutnya. / The purpose of this study was to assess the positive influence of service quality, trust, COVID-19 protection on patient satisfaction and their impact on behavioral intention in the context of COVID-19. This research was conducted in Jakarta involving 160 respondents who met the criteria. Data collection was carried out using purposive sampling method using a google form questionnaire. Data analysis using the PLS-SEM method. This study shows that 2 of the 3 independent variables have a positive and significant influence on patient satisfaction (p value < 0.05) which also has a positive impact on behavioral intention. Based on the findings of this study, managerial implications can be highlighted for the private hospital management team. Few limitations in this study are followed by recommendations for research in the future.

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