Pengaruh kualitas pelayanan, operational benevolence, dan lokasi terhadap loyalitas pasien di RSGM-P FKG Universitas Trisakti dengan kepuasan pasien sebagai variabel intervening = The Influence of service quality, operational benevolence, and location on patient loyalty at RSGM-P FKG Universitas Trisakti with patient satisfaction as an intervening variable

Tuffahati, Khalda Fathiah (2023) Pengaruh kualitas pelayanan, operational benevolence, dan lokasi terhadap loyalitas pasien di RSGM-P FKG Universitas Trisakti dengan kepuasan pasien sebagai variabel intervening = The Influence of service quality, operational benevolence, and location on patient loyalty at RSGM-P FKG Universitas Trisakti with patient satisfaction as an intervening variable. Masters thesis, Universitas Pelitas Harapan.

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Abstract

Berdiri sejak tahun 2002, RSGM-P FKG Universitas Trisakti merupakan rumah sakit khusus gigi dan mulut yang berlokasi di Jakarta Barat. Dahulu, rumah sakit dikenal sebagai usaha sosial namun kini telah beralih ke usaha sosial ekonomi. Dalam persaingan bidang pelayanan kesehatan, rumah sakit berupaya menciptakan strategi untuk mempertahankan bahkan meningkatkan keuntungan. Kunci penting untuk memperoleh keuntungan tersebut adalah dengan memperhatikan loyalitas pasien. Loyalitas pasien dapat tercapai jika kepuasan dan kepercayaan pasien terpenuhi. Hal ini dapat terjadi jika perusahaan dapat memberikan kualitas pelayanan yang baik, penerapan prinsip operational benevolence dan juga lokasi yang strategis. Penelitian ini dilakukan untuk menganalisis pengaruh kualitas pelayanan, operational benevolence, dan lokasi terhadap loyalitas pasien di RSGM-P FKG Universitas Trisakti dengan adanya mediasi dari kepuasan pasien. Metode penelitian yang digunakan dalam penelitian ini adalah metode penelitian deskriptif dengan pendekatan kuantitatif, dengan jumlah sampel 160 responden yang merupakan pasien yang pernah menerima perawatan di RSGM-P FKG Universitas Trisakti selama 2 tahun terakhir. Analisis data pada penelitian ini menggunakan metode PLS-SEM (Partial Least Squares Structural Equation Modelling) menggunakan software SmartPLS versi 4.0.6.9. hasil penelitian ini menunjukkan bahwa kualitas pelayanan, operational benevolence, dan lokasi berpengaruh secara positif dan signifikan terhadap kepuasan pasien dan loyalitas pasien. Pada penelitian ini juga diketahui kepuasan pasien memediasi kualitas pelayanan, operational benevolence, dan lokas terhadap loyalitas pasien secara positif dan signifikan. / Established in 2002, RSGM-P FKG Universitas Trisakti is a specialist dental and oral hospital located in West Jakarta. Hospital used to be seen as social endeavour and now shifted into socio-economics ventures. In the competitive field of health services, hospitals strive to create strategies to maintain and even increase profits. An important key to obtaining these profits is by paying attention to patient loyalty. Patient loyalty can be achieved if patient satisfaction and trust are met. This can be happened if the company can provide a good quality service, operational benevolence implementation and also strategic location. This research was conducted to analyze the influence of service quality, operational benevolence, and location on patient loyalty at RSGM-P FKG Universitas Trisakti with the mediation of patient satisfaction. The research method used in this research is a descriptive research method with a quantitative approach, with a sample size of 160 respondents who are patients who have received treatment at RSGM-P FKG Universitas Trisakti for the last 2 years. Data analysis in this study used the PLS-SEM (Partial Least Squares Structural Equation Modeling) method using SmartPLS software version 4.0.6.9. The results of this research show that service quality, operational benevolence, and location have a positive and significant effect on patient satisfaction and patient loyalt, and this study also proves that patient satisfaction mediated service quality, operational benevolence, and location towards patient loyalty positively and significantly.

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