Pengaruh people, physical evidence, process, dan price fairness terhadap patient satisfaction dan revisit intention di Poliklinik Rumah Sakit Stella Maris, Makassar

Angelica, Vena (2023) Pengaruh people, physical evidence, process, dan price fairness terhadap patient satisfaction dan revisit intention di Poliklinik Rumah Sakit Stella Maris, Makassar. Masters thesis, Universitas Pelita Harapan.

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Abstract

Tujuan diadakan penelitian ini adalah untuk mengetahui aspek-aspek yang mempengaruhi patient satisfaction serta dampaknya terhadap revisit intention. Adapun aspek-aspek tersebut adalah people, physical evidence, process dan price fairness. Pengambilan data dilakukan menggunakan kuesioner secara tertulis. Total responden pada penelitian ini yaitu sebanyak 277 orang menggunakan metode convenience sampling. Data penelitian dianalisi dengan metode PLS-SEM menggunakan perangkat lunak SmartPLS. Hasil penelitian yang diperoleh yaitu people, physical evidence dan price fairness berpengaruh positif terhadap patient satisfaction. People menjadi aspek paling berpengaruh terhadap revisit intention. Sedangkan, process ditemukan tidak berpengaruh positif terhadap patient satisfaction. Patient satisfaction ditemukan signifikan berpengaruh positif terhadap revisit intention. / The purpose of this research was to find out the aspects that affect patient satisfaction and their impact on revisit intention. The aspects are people, physical evidence, process and price fairness. Data collection was carried out using a written questionnaire. Total respondents in this study were 277 people using the convenience sampling method. The research data was analyzed using the PLS-SEM method using the SmartPLS software. The research results obtained are people, physical evidence and price fairness that have a positive effect on patient satisfaction. People become the most influential aspects on patient satisfaction. Meanwhile, process was found to have no significant positive effect on patient satisfaction. Patient satisfaction was found to have a significant positive effect on revisit intention.

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