pengaruh people, physical evidence dan process terhadap kepuasan pasien rawat jalan di RSUD Siti Fatimah Provinsi Sumatera Selatan tahun 2023

Winalda, Intania (2023) pengaruh people, physical evidence dan process terhadap kepuasan pasien rawat jalan di RSUD Siti Fatimah Provinsi Sumatera Selatan tahun 2023. Masters thesis, Universitas Pelita Harapan.

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Abstract

Pelayanan medis yang diberikan kepada pasien tidak terlepas dari kepuasan mereka terhadap pelayanan medis yang mereka terima. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh tiga elemen service, dalam konteks pelayanan kesehatan terhadap Kepuasan Pasien (Patient Satisfaction). Metode penelitian yang digunakan yakni metode penelitian kuantitatif dengan survei dimana data diperoleh secara potong lintang (Cross Sectional). Model hasil atau empirical model dari analisis PLS-SEM menunjukkan bahwa model penelitian ini mempunyai kemampuan moderate predictive accuracy untuk variabel Kepuasan Pasien. Variabel dependen Kepuasan Pasien dapat dijelaskan sebesar 60% oleh ketiga variabel independennya. Dari metode baru Cross Validated Predictive Ability Test (CVPAT), dikonfirmasi bahwa model peneltian ini dapat dikatakan mempunyai kemampuan prediktif. Temuan penelitian ini menunjukkan bahwa ketiga variabel elemen pelayanan yaitu People, Process dan Physical Evidence mempunyai bukti yang kuat untuk dikatakan dapat mempengaruhi secara positif Kepuasan Pasien di rumah sakit milik pemerintah. Hasil analisis statistik IPMA menunjukkan bahwa implikasi manajerial yang dapat diberikan berupa saran bagi manajemen RSUD Siti Fatimah Provinsi Sumatera Selatan untuk mengelola pelayanan di poliklinik rawat jalan dengan lebih baik.Hal ini dapat berdampak pada kinerja pelayanan, karena dokter terpaksa memeriksa pasien dengan cepat dan tidak jarang harus terburu-buru akibat antrian pasien yang panjang. / The medical services provided to patients are closely related to their satisfaction with the medical care they receive. This study aims to examine and analyze the influence of three service elements, in the context of healthcare services, on Patient Satisfaction. The research method used is quantitative research with a survey approach, where data is obtained cross-sectionally. The empirical model or result model from the PLS-SEM analysis shows that this research model has moderate predictive accuracy for the variable Patient Satisfaction. The dependent variable, Patient Satisfaction, can be explained by 60% by the three independent variables. The Cross-Validated Predictive Ability Test (CVPAT) confirms that this research model has predictive ability. The findings of this study indicate that the three service element variables, namely People, Process, and Physical Evidence, have strong evidence to positively influence Patient Satisfaction in government-owned hospitals. The IPMA statistical analysis results show that the managerial implications that can be provided are recommendations for the management of RSUD Siti Fatimah in South Sumatra Province to better manage outpatient clinic services. This can have an impact on service performance, as doctors are forced to examine patients quickly and often have to rush due to long patient queues

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