Pengaruh kepercayaan, nilai pelanggan dan suasana ruangan terhadap kepuasan pasien (studi kasus pada Klinik Pratama Wae Laku)

Susilo, Marianus Ronald (2020) Pengaruh kepercayaan, nilai pelanggan dan suasana ruangan terhadap kepuasan pasien (studi kasus pada Klinik Pratama Wae Laku). Masters thesis, Universities Pelita Harapan.

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Abstract

Penelitian ini dilakukan untuk menganalisis pengaruh kepercayaan, nilai pelanggan dan suasana ruangan terhadap kepuasan pasien. Penelitian ini dilakukan di Kabupaten Manggarai, Nusa Tenggara Timur dengan melibatkan 402 pasien rawat jalan yang datang berobat ke Klinik Pratama Wae Laku. Pengumpulan data dilakukan dengan menyebarkan kuesioner berisi 28 pertanyaan dengan Skala Likert 1-5 berdasarkan convenience sampling. Data dianalisis dengan metode SEM berbasiskan PLS. Hasil penelitian ini menyatakan bahwa kepercayaan, nilai pelanggan dan suasana ruangan mempengaruhi secara signifikan kepuasan pasien. / The purpose of this study is to analysis influence of trust, customer value and ambience to satisfaction of patients. This study is applied in Manggarai sub-province, East Nusa Tenggara using 402 outpatients of Wae Laku Primary Health Care. Data are collected using 28 items questionnaires that measured with 1-5 Likert Scale and distributed with convenience sampling method. SEM method on PLS system is used to analyze the data. The study shows that trust, customer satisfaction and ambience have significant influence on patient’s satisfaction.

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