Anteseden dari overall rating of hospital terhadap willingness to recommed pada rumah sakit swasta di Jakarta Pusat

Eve, Reinette Meiske (2024) Anteseden dari overall rating of hospital terhadap willingness to recommed pada rumah sakit swasta di Jakarta Pusat. Masters thesis, Universitas Pelita Harapan.

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Abstract

Rumah sakit memegang peranan penting dalam memperkuat dan meningkatkan efisiensi berbagai aspek dalam sistem kesehatan. Sebagai elemen yang sangat penting dalam pengembangan sistem kesehatan, rumah sakit harus mampu untuk merespons tekanan eksternal, menangani kekurangan sistem, dan memperbaiki kelemahan di sektor rumah sakit. Dengan pertumbuhan jumlah penduduk yang terus meningkat, permintaan akan layanan kesehatan semakin berkembang. Peran rumah sakit menjadi sangat krusial dalam memberikan pelayanan kesehatan kepada masyarakat. Penelitian ini bertujuan untuk menguji pengaruh positif dari variabel bebas atau independent, yaitu: Hospital environtment, communication with patients, responsiveness to patient needs. Objek penelitian merupakan perhatian utama dalam suatu penelitian yang akan dianalisis lebih lanjut untuk menjawab pertanyaan penelitian (Sekaran dan Bougie, 2016). Objek dalam penelitian ini adalah seluruh variabel di dalam model penelitian kali ini. Willingness to recommend dipilih sebagai variabel terikat atau dependent sedangkan overall rating of hospital merupakan variabel mediasi penelitian ini. Jenis penelitian ini dikategorikan sebagai survei cross-sectional berdasarkan waktu pengumpulan data. Responden adalah pasien rawat jalan di Rumah Sakit Swasta di Jakarta Pusat yang sebelumnya diminta untuk mengisi kuesioner. Penelitian kali ini menemukan bahwa aspek komunikasi dengan pasien, penilaian umum terhadap rumah sakit, dan responsivitas terhadap kebutuhan pasien secara positif berkontribusi terhadap tingkat kesediaan pasien merekomendasikan rumah sakit. / Hospitals play a crucial role in strengthening and enhancing the efficiency of various aspects of the healthcare system. As a vital element in the development of the healthcare system, hospitals must be capable of responding to external pressures, addressing system deficiencies, and improving weaknesses in the hospital sector. With the continuous growth of the population, the demand for healthcare services is increasing. The role of hospitals becomes crucial in providing healthcare services to the community. This research aims to examine the positive influence of independent variables, namely hospital environment, communication with patients, and responsiveness to patient needs. The subject of the study is the primary focus in research, to be further analyzed to answer the research questions (Sekaran and Bougie, 2016). The subjects in this research include all variables in the current research model. Willingness to recommend is selected as the dependent variable, while the overall rating of the hospital is the mediating variable in this study. This research is categorized as a cross-sectional survey based on the time of data collection. Respondents are outpatient patients at Private Hospital in Center of Jakarta who were previously asked to fill out a questionnaire. This study found that aspects of communication with patients, overall assessment of the hospital, and responsiveness to patient needs positively contribute to the level of patients' willingness to recommend the hospital.

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