Pengaruh service quality terhadap patient satisfaction, perceived value, trust, dan behavioral intention

Gunawan, Erik Aditya (2020) Pengaruh service quality terhadap patient satisfaction, perceived value, trust, dan behavioral intention. Masters thesis, Universitas Pelita Harapan.

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Abstract

Banyak tantangan di dunia managemen Rumah Sakit di era JKN, yang sangat menjadi perhatian bagi para direksi Rumah Sakit, guna menjaga stabilitas kualitas layanan kesehatan. Pentingnya kualitas layanan kesehatan di Indonesia sangat dipengaruhi oleh beberapa hal. Dalam kesempatan kali ini, akan ditelaah lebih lanjut mengenai hubungan dan efeknya dari service quality yang diberikan oleh pemberi layanan kesehatan, terhadap kepuasan pasien, kepercayaan, apa yang di dapat oleh pasien, dan loyalitas / keinginan kembali pasien tersebut untuk kembali berkunjung ke Rumah Sakit. Rumusan masalah yang dapat diambil dalam penelitian kali ini adalah apakah service quality berpengaruh terhadap behavioral intention? Apakah Service Quality berpengaruh terhadap Patient Satisfaction? Apakah Service Quality berpengaruh terhadap Perceived Value? Apakah Service Quality berpengaruh terhadap Trust? Apakah Patient Satisfaction berpengaruh terhadap Behavioral Intention? Apakah Perceived Value berpengaruh terhadap Behavioral Intention? Apakah Trust berpengaruh terhadap Behavioral intention? Populasi yang digunakan dalam penelitian ini adalah Pasien rawat jalan di poli Rumah Sakit Restu Kasih, yang terdiri dari beberapa bagian poli, seperti penyakit dalam, saraf, obgyn, rehabilitasi medik, anak, serta fisioterapi. Responden yang diambil adalah sebanyak 400, dengan metode pengambilan kuesioner. Teknik analisis data yang digunakan adalah dengan PLS-SEM. Hasil penelitian menunjukkan bahwa service quality rumah sakit berpengaruh positif terhadap Trust, Perceived Value, Patient Satisfaction, sedangkan pengaruh service quality Rumah sakit terhadap behavioral intention tidak berpengaruh. (Kasus pada RS Restu Kasih, Jakarta). Hasil penelitian pada kesempatan ini menunjukkan bahwa pengaruh dari Patient satisfaction terhadap Behavioral Intention berpengaruh positif , pengaruh Trust terhadap Behavioral Intention berpengaruh positif, pengaruh Perceived Value terhadap Behavioral Intention berpengaruh positif, namun pengaruh Service Quality terhadap Behavioral Intention tidak berpengaruh positif. / One of the most challenges in the hospital business nowadays, especially in the JKN era is how can the management of the hospital can keep the quality of their medical services. These are impacted by some factors. This study examines the relation and factor that affected patient’s behavioral intention, trust, perceived value, as an intervening variables, as well as the service quality as an independent variable. The Problem of this study is to know is there any relation between Service Quality to Behavioral Intention? Service Quality to Patient Satisfaction? Service Quality to Perceived Value? Service Quality to Trust? Patient Satisfaction to Behavioral Intention? Perceived Value to Behavioral Intention? Trust to Behavioral Intention? The population of this study are the outpatients department, which are the Internist, Pediatricion, Medical Rehabilitation, Phisiotherapy, Obsgyn Patients. The total amount of the respondent are 400. The data were collected by the questionare method, and the analysis technique is PLS-SEM. The conclusion of this study is service quality has a significant positive effect on patient satisfaction, perceived value, trust. But service quality has not a positive effect on behavioral intention. (Case study in Restu Kasih Hospital, Jakarta) The result of this study show us that there is a relation between Patient Satisfaction to Behavioral intention is positively related. And the Trust to Behavioral Intention is positively related. Perceived Value to Behavioral Intention positively related. But the Service quality to Behavioral Intention is not positively related.

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