Pengaruh satisfaction with dermatology treatment pada hospital reputation dengan mediasi overall patient satisfaction dan moderasi rekurensi penyakit kulit kronik (studi pada poli kulit RS XYZ di Manado)

Gaspersz, Shienty (2024) Pengaruh satisfaction with dermatology treatment pada hospital reputation dengan mediasi overall patient satisfaction dan moderasi rekurensi penyakit kulit kronik (studi pada poli kulit RS XYZ di Manado). Masters thesis, Universitas Pelita Harapan.

Preview	Text (Title) Title.pdf.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (26kB) | Preview
Preview	Text (Abstract) Abstract.pdf.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (55kB) | Preview
Preview	Text (ToC) ToC.pdf.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (119kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (176kB) | Preview
	Text (Chapter2) Chapter2.pdf.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (305kB)
	Text (Chapter3) Chapter3.pdf.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (299kB)
	Text (Chapter4) Chapter4.pdf.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter5) Chapter5.pdf.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (72kB)
Preview	Text (Bibliography) Bibliography.pdf.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (172kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (684kB)

Abstract

Tujuan penelitian ini adalah menguji dan model penelitian yang disusun dari penelitian terdahulu. Pada pasien dengan penyakit kulit kronik di poli kulit dan kelamin RS XYZ. Model penelitian ini dikembangkan dengan variabel independen menggunakan domain dari DermaSat kemudian menjadi enam variabel independen selanjutnya variabel tersebut dimediasi oleh overall patient satisfaction dan dimoderasi oleh rekurensi untuk menjelaskan dan memprediksi hospital reputation. Penelitian ini merupakan penelitian kuantitatif survei dengan data cross sectional, responden diperoleh melalui purposive sampling dengan kriteria tertentu pada Oktober - Desember 2023. Didapatkan 179 responden yang merupakan pasien dengan penyakit kulit kronik yang telah dirawat minimun 3 kali kunjungan ke poli. Data dianalisis dengan menggunakan pendekatan Partial Least Square Structural Equation Modeling. Hasil analisis penelitian keenam variabel independen mempunyai pengaruh yang positif dan signifikan pada overall patient satisfaction dengan pengaruh paling kuat ditemukan dari physician communication diikuti dengan treatment side effect tolerable. Selanjutnya overall patient satisfaction ditemukan mempunyai dampak yang positif dan signifikan pada hospital reputation. Overall patient satisfaction dapat memediasi pada keenam variabel independen tersebut. Rekurensi ditemukan secara signifikan memperkuat pengaruh dari treatment effectiveness dan physician communication, namun memperlemah pengaruh dari convenience of use, sedangkan pada tiga jalur lainnya tidak memiliki cukup bukti untuk dikatakan mempunyai peran moderasi yang signifikan. Temuan penelitian ini dapat berupa saran bagi peningkatan mutu pelayanan di poli kulit dan kelamin RS XYZ melalui pengembangan instrumen DermaSat agar dapat meningkatkan hospital reputation. / This research aims to analyze a research model compiled from previous research on patients with chronic skin diseases in the dermatovenereology clinic at XYZ Hospital. This research model was developed with independent variables using the domain from DermaSat with six independent variables. These variables were mediated by overall patient satisfaction and moderated by recurrence to predict hospital reputation. This research deploys a quantitative survey with cross- sectional data, and respondents were obtained through purposive sampling with certain criteria from October to December 2023. 179 respondents were patients with chronic skin diseases who had been treated for a minimum of 3 visits to the clinic. Data were analyzed using the Partial Least Square - Structural Equation Model approach. The research analysis result of the six independent variables indicates a positive and significant influence on overall patient satisfaction, where the strongest influence was found from physician communication followed by treatment side effects tolerable. Furthermore, overall patient satisfaction positively and significantly impacted the hospital's reputation. Overall patient satisfaction can mediate the six independent variables. Recurrence significantly strengthened the influence of treatment effectiveness and physician communication. Still, it weakened the influence of the convenience of use, whereas the other three pathways did not have enough evidence to be considered to have a significant moderating role. The findings of this research can be in the form of suggestions for improving the quality of service at the dermatovenereology clinic by developing DermaSat instruments to improve the hospital's reputation.

Actions (login required)

View Item