Anteseden dari patient satisfaction dan dampaknya pada eWOM (studi kasus pada rumah sakit ibu dan anak XYZ)

Thiofilus, Stefannie Tiara (2020) Anteseden dari patient satisfaction dan dampaknya pada eWOM (studi kasus pada rumah sakit ibu dan anak XYZ). Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk menguji apakah variabel Medical Activities, Atmosphere, Service by Nurse, Service by Doctor, Positive Emotion, Medical Satisfaction dan Satisfaction to Doctor berpengaruh positif eWOM. Penelitian ini ditujukan kepada pasien RSIA terutama pasien millennial moms yang di mana penelitian dilakukan di salah satu RSIA di Jakarta. Teknik pengambilan sampel pada penelitian ini adalah non-probability sampling. Responden pada penelitian ini berjumlah 147 responden. Analisis data dilakukan menggunakan PLS-SEM dengan aplikasi SmartPLS. Hasil penelitian mengungkapkan bahwa variable Medical Activities, Atmosphere, Service by Nurse, Service by Doctor dimediasi oleh variable Positive Emotion, Medical Satisfaction dan Satisfaction to Doctor terbukti berpengaruh positif terhadap variable eWOM dengan nilai hasil terbesar didukung oleh variable satisfaction to doctor/This research is intended to test whether Medical Activities, Atmosphere, Service by Nurse, Service by Doctor, Positive Emotion, Medical Satisfaction and Satisfaction to Doctor have a positive effect on eWOM. This research was aimed to RSIA patients, especially millennial moms patients and this research was taken at one of RSIA in Jakarta. The sampling technique in this research is non-probability sampling. Respondents in this research achived to 147 respondents. Data analysis was performed using PLS-SEM with the SmartPLS application. The results of this research indicates that the variable Medical Activities, Atmosphere, Service by Nurse, Service by Doctor mediated by Positive Emotion, Medical Satisfaction and Satisfaction to Doctor have a positive impact towards eWOM variable with the results of research supported by satisfaction to doctor

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