Anteseden dari patient experience dan konsekuensinya terhadap word of mouth dan revisit intention: studi pada pasien medical check-up di klinik xyz

Iskandar, Gilbert (2020) Anteseden dari patient experience dan konsekuensinya terhadap word of mouth dan revisit intention: studi pada pasien medical check-up di klinik xyz. Masters thesis, Universitas Pelita Harapan.

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Abstract

Medical Check-Up (MCU) becomes an important activity that must be carried out by companies to comply with the regulation of labor law in Indonesia. Therefore, MCU becomes a service that had been provided in the healthcare industry, however there is limited study on MCU services. The objective of this study to determine the antecedents of patient experience with elements doctor communication, nurse communication, responsiveness of staff, patient flow, cleanliness of the environment, and quiet environment and its effect to word of mouth and revisit intention. This research model was tested in population of MCU patients in XYZ Clinic, Jakarta. Data collection was deployed by purposive sampling with 386 samples. The data were analyzed by the PLS-SEM method. The results of this study demonstrated that doctor communication, nurse communication, responsiveness of staff, patient flow, and quiet environment have a significant influence to patient experience. Further, patient experience has a significant positive influence to each word of mouth and revisit intention. Word of mouth has been proven mediated from patient experience to revisit intention. This finding suggests beneficial implications for managerial application. / Medical Check-Up (MCU) menjadi aktivitas penting yang harus dilaksanakan oleh perusahaan untuk mematuhi regulasi dari hukum ketenagakerjaan di Indonesia. Karena itu, MCU menjadi layanan yang disediakan oleh industri kesehatan, namun demikian penelitian tentang layanan MCU masih terbatas. Penelitian ini dilakukan untuk menentukan anteseden dari patient experience dengan elemen doctor communication, nurse communication, responsiveness of staff, patient flow, cleanliness of the environment, and quiet environment dan efeknya terhadap word of mouth dan revisit intention. Model penelitian ini diuji pada populasi pasien MCU di Klinik XYZ, Jakarta. Koleksi data dilakukan menggunakan purposive sampling dengan 386 sampel. Data kemudian dianalisis dengan metode PLS-SEM. Hasil dari penelitian ini memperlihatkan bahwa doctor communication, nurse communication, responsiveness of staff, patient flow, dan quiet environment memiliki pengaruh yang signifikan terhadap patient experience. Selanjutnya, patient experience memiliki pengaruh positif yang signifikan terhadap masing-masing word of mouth dan revisit intention. Word of mouth juga terbukti termediasi dari patient experience terhadap revisit intention. Penemuan ini menunjukkan implikasi yang bermanfaat untuk diaplikasikan ke manajerial.

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