Pengaruh patient trust, doctor empathy, effective physician patient communication terhadap patient loyalty dimediasi oleh patient satisfaction di Klinik Pratama Kota Tua Padang

Aripin, Hilda (2024) Pengaruh patient trust, doctor empathy, effective physician patient communication terhadap patient loyalty dimediasi oleh patient satisfaction di Klinik Pratama Kota Tua Padang. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk menganalisis hubungan langsung kepercayaan pasien dan komunikasi efektif dokter-pasien terhadap loyalitas pasien dan hubungan tidak langsung antara kepercayaan pasien, empati dokter, komunikasi efektif dokter-pasien terhadap loyalitas pasien yang dimediasi oleh kepuasan pasien di Klinik Pratama Kota Tua Padang. Penelitian ini menggunakan desain penelitian kuantitatif. Pengumpulan data menggunakan teknik non-probability sampling dengan metode purposive sampling. Pengumpulan data dilakukan melalui kuesioner dan google form yang dibagikan dan diisi oleh 223 responden pengguna BPJS. Jawaban responden kemudian diolah dengan menggunakan metode analisis PLS-SEM. Hasilnya didapatkan kepercayaan pasien, empati dokter dan komunikasi efektif dokter pasien memiliki pengaruh positif terhadap kepuasan pasien; data tidak menunjukkan kepercayaan yang besar dan komunikasi efektif yang baik antara dokter-pasien kepercayaan pasien akan meningkatkan loyalitas pasien tetapi kepercayaan pasien, empati dokter dan komunikasi efektif dokter-pasien memiliki pengaruh secara tidak langsung terhadap loyalitas pasien melalui pengaruh kepuasan pasien. / The purpose of this study is to examine direct effect of patient trust and effective physician patient communication to patient loyalty and indirect effect of patient trust, doctor empathy, effective physician patient communication of patient loyalty mediated by patient satisfaction at Kota Tua Padang’s primary health care. This study used a quantitative research design. The data collection technique methods use non-probability sampling with a purposive sampling method. Data was collected through google forms and paper questionnaires distributed directly to 223 respondents BPJS users. The analytical methods used in this study are PLS-SEM. The results of this study show that patient trust, doctor empathy, effective physician patient communication have a positive effect on patient satisfaction; data didn’t confirm that greater patient trust and effective physician patient communication would increase patient loyalty but patient trust, doctor empathy and effective doctor-patient communication have an indirect effect on patient loyalty through the effect on patient satisfaction.

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