Analisis pengaruh kualitas pelayanan, kepercayaan, dan kepuasan terhadap niat berkunjung ulang pasien poliklinik rawat jalan rumah sakit XYZ di kota Surabaya = Analysis of the influence of service quality, trust, and satisfaction on outpatient clinic patients' revisit intention at Hospital XYZ in Surabaya

Gunawan, Lisa (2024) Analisis pengaruh kualitas pelayanan, kepercayaan, dan kepuasan terhadap niat berkunjung ulang pasien poliklinik rawat jalan rumah sakit XYZ di kota Surabaya = Analysis of the influence of service quality, trust, and satisfaction on outpatient clinic patients' revisit intention at Hospital XYZ in Surabaya. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini dilakukan untuk mengetahui pengaruh dimensi kualitas pelayanan terhadap kepercayaan dan kepuasan pasien, serta dampaknya terhadap niat berkunjung ulang pasien di poli rawat jalan Rumah Sakit XYZ di Kota Surabaya. Penelitian ini dilakukan di Kota Surabaya dengan melibatkan 440 pasien poli rawat jalan selama Bulan November 2023 dengan metode pengambilan sampel non-probability sampling dengan teknik purposive sampling. Pengumpulan data menggunakan kuesioner yang terdiri dari 30 pernyataan dengan Skala Likert 1 – 5. Data-data tersebut diproses dan dianalisa dengan pendekatan deskriptif kuantitatif menggunakan metode Structural Equation Modeling (SEM) dengan jalur Partial Least Square (PLS), higher-order construct, the embedded two-stage approach dengan menggunakan program SmartPLS 4. Hasil dari penelitian ini menunjukkan bahwa kualitas pelayanan berpengaruh positif terhadap kepercayaan pasien, kepuasan pasien, serta niat berkunjung ulang pasien. Kepercayaan pasien dan kepuasan pasien memiliki efek mediasi antara kualitas pelayanan terhadap niat berkunjung ulang pasien. / This study was conducted to determine the effect of the dimension of service quality on patient’s trust and satisfaction, as well as its impact on the patient’s revisit intention at the outpatient polyclinic of XYZ Hospital in Surabaya City. This study was conducted in Surabaya City involving 440 outpatients during November 2023 with a non-probability sampling methods with purposive sampling techniques. Data collection using a questionnaire consisting of 30 statements with a Likert Scale of 1 – 5. The data were processed and analyzed with a quantitative descriptive approach using the Structural Equation Modeling (SEM) method with the Partial Least Square (PLS) path, higher-order construct, the embedded two-stage approach using the SmartPLS 4 program. The results of this study show that the quality of service has a positive effect on patient’s trust, patient’s satisfaction, and the patient’s revisit intention. Patient’s trust and patient’s satisfaction have a mediating effect between the service quality and the patient's revisit intention.

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