Pengaruh service quality, perceived treatment effectiveness, dan patient experiential satisfaction terhadap revisit intention pada pelayanan persalinan di Sulawesi Tengah dan Papua Barat = The influence of service quality, perceived treatment effectiveness, and patient experiential satisfaction on revisit intention of obstetric care in Central Sulawesi and West Papua

Sutanto, Reynardi Larope (2023) Pengaruh service quality, perceived treatment effectiveness, dan patient experiential satisfaction terhadap revisit intention pada pelayanan persalinan di Sulawesi Tengah dan Papua Barat = The influence of service quality, perceived treatment effectiveness, and patient experiential satisfaction on revisit intention of obstetric care in Central Sulawesi and West Papua. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini mengkaji dampak service quality, perceived treatment effectiveness, dan patient experiential satisfaction terhadap niat untuk kembali (revisit intention) dalam layanan kesehatan ibu di Sulawesi Tengah dan Papua Barat. Dengan menggunakan instrumen SERVQUAL yang dimodifikasi sesuai konteks lokal, penelitian ini bertujuan untuk secara menyeluruh mengeksplorasi interaksi berbagai faktor yang memengaruhi kualitas layanan dari perspektif pasien, yang dapat meningkatkan niat untuk kembali. Sebanyak 185 wanita usia reproduktif yang setidaknya pernah satu kali melahirkan di fasilitas kesehatan di Sulawesi Tengah atau Papua Barat berpartisipasi dalam studi ini. Penelitian ini menggunakan Model Persamaan Struktural Partial Least Squares (PLS-SEM) untuk menganalisis data, dengan fokus pada model jalur PLS baik dalam model luar maupun dalam. Temuan penelitian ini mengonfirmasi delapan dari sembilan hipotesis yang diajukan. Namun, satu hipotesis, yaitu dampak langsung service quality terhadap revisit intention, tidak didukung. Analisis lanjutan menggunakan Importance-Performance Map Analysis (IPMA) menunjukkan bahwa efektivitas pengobatan yang dirasakan merupakan mediator paling krusial antara kualitas layanan dan niat untuk kembali. Oleh karena itu, upaya manajerial harus difokuskan pada peningkatan persepsi pasien terhadap efektivitas pengobatan untuk meningkatkan niat untuk kembali. / This study examines the impact of service quality, perceived treatment effectiveness, and patient experiential satisfaction on revisit intention among maternal healthcare services in Central Sulawesi and West Papua. Utilizing a modified SERVQUAL instrument tailored to the local context, this research aims to holistically explore the interplay of factors influencing service quality from the patient’s perspective, which could enhance revisit intention. A sample of 185 reproductive-aged women who had at least one childbirth experience in healthcare facilities in Central Sulawesi or West Papua participated in the study. The research employed Partial Least Squares Structural Equation Modeling (PLS SEM) to analyze the data, focusing on both the outer and inner models of the PLS path model. Findings confirm our eight of our nine hypotheses. However, one hypothesis, the direct impact of service quality on revisit intention, was not supported. Further analysis using Importance-Performance Map Analysis (IPMA) indicates that perceived treatment effectiveness is the most crucial mediator between service quality and revisit intention. Hence, managerial efforts should focus on improving patient perception of treatment effectiveness to enhance revisit intention.

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