The Antecedent of parental satisfaction based on the child zap instrument and its impact on behavioral intentions in the pediatric outpatient clinic of a private hospital

Idarto, Areta (2023) The Antecedent of parental satisfaction based on the child zap instrument and its impact on behavioral intentions in the pediatric outpatient clinic of a private hospital. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini menguji dan mengevaluasi instrumen Child ZAP dalam konteks layanan kesehatan di Indonesia. Penelitian ini mengintegrasikan Child ZAP dengan model yang mencakup tujuh dimensi yang memprediksi perilaku, dan memberikan bukti empiris bahwa implementasi domain Child ZAP secara signifikan memengaruhi luaran Rumah Sakit dan berdampak positif pada bisnis Rumah Sakit. Model yang digunakan pada penelitian ini dimodifikasi berdasarkan penelitian sebelumnya, diuji secara empiris menggunakan data survei kuantitatif yang dikumpulkan dari 139 ibu pasien anak di Rumah Sakit X pada tahun 2023, dengan menggunakan metode purposive sampling dan pendekatan cross-sectional. Hasil penelitian menunjukkan bahwa kepuasan orang tua terhadap pemeriksaan anak, sebagaimana diukur oleh instrumen Child ZAP, secara signifikan dan menunjukkan pengaruh positif dalam memengaruhi kepuasan orang tua secara keseluruhan dan terhadap perilaku. Kepuasan orang tua terhadap pemeriksaan anak menunjukkan dampak yang lebih positif pada perilaku ketika dimediasi oleh kepuasan orang tua secara keseluruhan. Selain itu, penelitian ini mengidentifikasi efek moderasi yang signifikan untuk usia anak dalam memengaruhi hubungan antara kepuasan orang tua terhadap pemeriksaan anak dan kepuasan orang tua secara keseluruhan. Usia ibu juga ditemukan berpengaruh positif terhadap hubungan antara kepuasan orang tua secara keseluruhan dan perilaku. Penelitian ini menekankan pentingnya survei kepuasan yang komprehensif, khususnya di unit pediatri, dengan menggunakan instrumen tervalidasi seperti Child ZAP, dan menganjurkan segmentasi berdasarkan usia anak dan ibu untuk penilaian yang lebih cermat dalam program pemasaran Rumah Sakit yang bertujuan untuk memahami dan meningkatkan kepuasan serta perilaku orang tua dalam layanan kesehatan anak. / This study explores the applicability of the Child ZAP instrument in the Indonesian healthcare context, proposing its potential integration into other pediatric care facilities across the country. The research further integrates Child ZAP with a model encompassing seven dimensions predicting behavioral intention, providing empirical evidence that the implementation of the Child ZAP domain significantly impacts hospital outcomes and positively influences business outcomes. The modified research model, based on prior studies, is empirically tested using quantitative survey data collected from 139 mothers of pediatric patients at Hospital X in 2023, using a purposive sampling method and a cross-sectional approach. The findings reveal that parent satisfaction with the child's examination, as measured by the Child ZAP instrument, significantly and positively affects overall parent satisfaction and behavioral intention. Parent’s satisfaction on child's examination demonstrates a more pronounced impact on behavioral intention when mediated by overall parent satisfaction. Additionally, the study identifies significant moderation effects, with the child's age influencing the relationship between parent’s satisfaction on child's examination and overall parent satisfaction. Mother's age is found to positively influence the connection between overall parent satisfaction and behavioral intention. The study underlines the importance of comprehensive satisfaction surveys, particularly in the pediatric department, using validated instruments like Child ZAP, and advocates for segmentation based on child and mother age for a nuanced assessment in hospital marketing programs aimed at understanding and improving satisfaction and behavioral intentions in pediatric healthcare services.

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