Hubungan quality of hospital services, service post-encounter satisfaction, patient trust dan patient loyalty di rumah sakit swasta Jakarta

Wijaya, Sylvia (2024) Hubungan quality of hospital services, service post-encounter satisfaction, patient trust dan patient loyalty di rumah sakit swasta Jakarta. Masters thesis, Universitas Pelita Harapan.

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Abstract

Rumah sakit adalah pelayanan kesehatan yang dapat bersifat perorangan dengan layanan rawar inap, rawat jalan, dan gawat darurat. Penelitian ini bertujuan untuk mengevaluasi efek positif dari faktor bebas atau independen, yaitu: quality of hospital service. Subyek penelitian menjadi fokus utama dalam suatu penelitian yang akan diselidiki lebih lanjut untuk menjawab pertanyaan penelitian. Subyek dalam penelitian ini mencakup semua variabel yang terdapat dalam model penelitian saat ini. Patient loyalty dipilih sebagai variabel tergantung atau dependen, sementara service post encounter dan patient trust menjadi variabel mediasi dalam penelitian ini. Jenis penelitian ini dapat dikategorikan sebagai survei cross-sectional berdasarkan waktu pengumpulan data. Responden penelitian kali ini diambil dari survey kuesioner yang didistribusikan secara offline dari Desember 2024. dari enam hipotesis dalam model penelitian yang diuji, ditemukan seluruh variabel sesuai dengan arah pada hipotesis yang diajukan. / Hospitals are healthcare services that can be individualized with inpatient, outpatient, and emergency services. This research aims to evaluate the positive effects of independent factors, namely the quality of hospital services. The subjects of the study are the main focus in research, which will be further investigated to answer research questions. The subjects in this study include all variables in the current research model. Patient loyalty is chosen as the dependent variable, while service post-encounter and patient trust are mediating variables in this study. This type of research can be categorized as a cross-sectional survey based on the time of data collection. Respondents in this study were taken from a questionnaire survey distributed offline since December 2024. Out of the six hypotheses tested in the research model, all variables were found to align with the direction of the proposed hypotheses.

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