Antesenden net promotor score dan trust terhadap satisfaction dan revisit intention pasien di RS swasta di Bekasi

Putra, Yudistira (2024) Antesenden net promotor score dan trust terhadap satisfaction dan revisit intention pasien di RS swasta di Bekasi. Masters thesis, Universitas Pelita Harapan.

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Abstract

Peran rumah sakit sebagai pelengkap dan peningkat merupakan hal yan penting dari perkembangan sistem kesehatan di Indonesia. Penelitian ini akan dilakukan secara empiris pada masyarakat yang menerima perawatan rawat jalan di RS Swasta di Bekasi. Penelitian ini menggunakan dua variabel bebas (independent), yaitu NPS dan Trust. Variabel mediasi dikembangkan dengan Satisfaction. Pengaruh dari variabel bebas tersebut terhadap Revisit Intention akan diuji. Penelitian ini diharapkan dapat menjadi referensi bagi manajemen layanan rumah sakit, terutama dalam mengimplementasikannya pada pelayanan rawat jalan untuk meningkatkan kinerja pelayanan kesehatan rawat jalan yang lebih optimal. Jenis penelitian yang dilakukan termasuk dalam kategori survei cross-sectional berdasarkan waktu pengumpulan data. Responden penelitian kali ini diambil dari survey kuesioner yang didistribusikan secara offline dari Desember 2024. Survei didistribusikan secara langsung dengan memberikan tautan kuesioner kepada responden yang memenuhi syarat. Variabel mediasi satisfaction memiliki dampak yang signifikan terhadap Revisit Intention dengan koefisien 0,605, menunjukkan kemampuannya dalam memediasi pengaruh dari variabel independen. Penemuan ini konsisten dengan hasil penelitian sebelumnya yang menyoroti bahwa peningkatan tingkat Trust dapat berkontribusi positif terhadap Revisit Intention. Keterlibatan variabel satisfaction menjadi perhatian utama dalam upaya meningkatkan tingkat Revisit Intention konsumen yang mendapatkan pelayanan rawat jalan di RS Swasta di Bekasi. Manajemen pelayanan kesehatan perlu memberikan fokus khusus pada aspek mediasi ini guna memperbaiki dan meningkatkan standar pelayanan kesehatan rawat jalan yang dapat dipercaya. / The role of hospitals as complements and enhancers is crucial for the development of the healthcare system in Indonesia. This research will be conducted empirically on individuals receiving outpatient care at Private Hospitals in Bekasi. The study uses two independent variables, namely NPS and Trust. A mediating variable is developed with Satisfaction. The influence of these independent variables on Revisit Intention will be examined. This research is expected to serve as a reference for hospital service management, especially in its implementation for outpatient services to enhance the optimal performance of outpatient healthcare services. The type of research conducted falls into the category of cross-sectional surveys based on the time of data collection. Respondents in this study were obtained from a questionnaire survey distributed offline since December 2024. The survey was distributed directly by providing questionnaire links to eligible respondents. The mediating variable, satisfaction, has a significant impact on Revisit Intention with a coefficient of 0.605, indicating its ability to mediate the influence of independent variables. This finding is consistent with previous research results highlighting that an increase in the level of trust can positively contribute to Revisit Intention. The involvement of the satisfaction variable becomes a primary concern in efforts to improve the Revisit Intention level of consumers receiving outpatient care at Private Hospitals in Bekasi. Healthcare service management needs to focus specifically on this mediating aspect to enhance and improve the reliability of outpatient healthcare service standards.

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