Anteseden dari kepuasan ibu hamil saat antenatal care berdasarkan quality of prenatal care questionnaires (QPCQ) serta dampaknya pada intention to revisit (studi pada Klinik Mom & Baby di Jakarta)

Liem, Raissa (2023) Anteseden dari kepuasan ibu hamil saat antenatal care berdasarkan quality of prenatal care questionnaires (QPCQ) serta dampaknya pada intention to revisit (studi pada Klinik Mom & Baby di Jakarta). Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini ditujukan untuk meneliti pengaruh dari Information Sharing, Anticipatory Guidance, Sufficient Time, Availability, Approachability, dan Support and Respect terhadap kepuasan pasien dan dampaknya terhadap keinginan untuk melakukan kunjungan ulang (Intention to Revisit). Model pengujian ini menggunakan instrumen QPCQ (Quality of Prenatal Care Questionnaires) yang terdiri dari enam domain dan dimodifikasi menjadi variabel independen. Penelitian ini menggunakan metode survei kuantitatif dengan pengambilan data cross sectional. Data responden diambil dengan purposive sampling pada tahun 2023 dengan kuesioner pada pasien yang pernah melakukan pelayanan Antenatal Care (ANC) di klinik swasta yaitu “Klinik Mom & Baby”. Diperoleh sejumlah 181 responden yang memenuhi kriteria. Hasil analisis dengan PLS-SEM menunjukkan empat variabel independen memiliki pengaruh positif yang signifikan terhadap Patient Satisfaction. Adapun pengaruh terbesar ditunjukan oleh Support and Respect, kemudian diikuti Information Sharing, Availability dan Sufficient Time. Sedangkan tidak diperoleh bukti yang cukup untuk menunjukkan pengaruh Approachability dan Anticipatory Guidance. Selanjutnya Patient Satisfaction memberikan pengaruh langsung yang signifikan dan positif terhadap Intention to Revisit (f2=2.204). Penelitian ini memiliki explanatory power (R2) pada Patient Satisfaction (R2=0,730) dan Intention to Revisit (R2=0,688). Adapun hasil Cross Validated Predictive Ability (CVPAT) menunjukkan bahwa model penelitian ini mempunyai strong predictive ability. Temuan penelitian ini mengkonfirmasi bahwa instrumen QPCQ handal dan valid digunakan untuk mengukur kepuasan pasien ibu hamil yang menerima pelayanan ANC. Kepuasan pasien akan memberikan dampak peningkatan tingkat kunjungan kembali pasien pada klinik untuk mendapat pelayanan kesehatan. / This study is aimed for analysing the impacts of Information Sharing, Anticipatory Guidance, Sufficient Time, Availability, Approachability, and Support and Respect towards Patient Satisfaction and its impact on Intention to Revisit. This study model is using QPCQ (Quality of Prenatal Care Questionnaires) instrument that consist of six domains and are modified into independent variables. This study is using quantitative survey method with cross sectional data collection. Respondents are chosen by purposive sampling in year 2023, using questionnaires, towards pregnant women that underwent Antenatal Care (ANC) at “Mom & Baby Clinic”. A total of 181 respondents that fulfilled the study criteria. Analysis result using PLS-SEM shows that four independent variables have significant positive influence towards Patient Satisfaction. The biggest influence is shown by Support and Respect, followed by Information Sharing, Availability and Sufficient Time. Meanwhile there was not any significant prove that shows the impact of Approachability and Anticipatory Guidance. Furthermore, Patient Satisfaction has a very large, significant positive influence on Intention to Revisit (f=2.204). This research shows explanatory power(R2) for Patient Satisfaction (0.730) and Intention to Revisit (0.688). Moreover, the result for Cross Validated Predictive Ability (CVPAT) shows that this study model has strong predictive ability. This study findings confirm that QPCQ is a reliable and valid instrument to measure patient satisfaction in ANC setting. Patient Satisfaction later on will influence patient’s Intention to Revisit.

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