Analisis kualitas management eksternal instalasi gawat darurat rumah sakit tersier terhadap kepuasan dan niat berperilaku pasien melalui pendekatan kerangka kerja 6Q

Wirawan, Florencia (2020) Analisis kualitas management eksternal instalasi gawat darurat rumah sakit tersier terhadap kepuasan dan niat berperilaku pasien melalui pendekatan kerangka kerja 6Q. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini dilakukan untuk mengetahui pengaruh kualitas manajemen eksternal termasuk di dalamnya adalah kualitas teknis, prosedural, infrastruktur, interaksi staf, personal staf dan sosial pada instalasi gawat darurat (IGD) rumah sakit tersier terhadap kepuasan dan niat berperilaku pasien. Penelitian ini dilakukan di Jakarta dengan melibatkan 195 pasien yang datang ke IGD RS Fatmawati Jakarta Selatan. Pengumpulan data dilakukan dengan menyebarkan kuesioner berisi 39 pertanyaan dengan Skala Likert 1 – 5 berdasarkan metode judgemental sampling. Data dianalisis dengan metode SEM berbasiskan PLS. Hasil penelitian ini menyatakan bahwa kualitas teknis, prosedural, infrastruktur, interaksi staf dan personal staf berpengaruh terhadap kepuasan pasien, sedangkan kualitas sosial tidak berdampak signifikan. Hasil penelitian ini juga menyatakan bahwa kepuasan pelanggan berpengaruh pada niat berperilaku positif dari pasien. / This study was conducted to determine the effect of the quality of external management including technical, procedural, infrastructure, staff interaction, staff personal and social quality in tertiary hospital emergency room (IGD) on patient satisfaction and behavioral intentions. This research was conducted in Jakarta involving 195 patients who came to the ER Fatmawati Hospital, South Jakarta. Data collection was carried out by distributing questionnaires containing 39 questions with a Likert Scale 1 - 5 based on judgmental sampling method. Data were analyzed by SEM method based on PLS. The results of this study stated that the technical, procedural, infrastructure, staff interaction and staff personal quality influence patient satisfaction, while social quality has no significant impact. The results of this study also stated that customer satisfaction affects the intention to behave positively from patients.

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