Pengaruh kualitas pelayanan dan nilai pelanggan terhadap kepuasan pasien rawat jalan di Siloam Hospitals Balikpapan

Ongko, Feina (2020) Pengaruh kualitas pelayanan dan nilai pelanggan terhadap kepuasan pasien rawat jalan di Siloam Hospitals Balikpapan. Masters thesis, Universitas Pelita Harapan.

	Text (Title) Title (4).pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
Preview	Text (Abstract) Absract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (214kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (201kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (222kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (248kB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (392kB)
	Text (chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (627kB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (108kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (99kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

Penelitian ini dilakukan untuk mengetahui pengaruh service quality (kualitas layanan) dan customer value (nilai pelanggan) terhadap customer satisfaction (kepuasan pelanggan). Penelitian ini dilakukan di unit rawat jalan Siloam Hospitals Balikpapan dengan melibatkan 182 pelanggan yang berumur diatas 20 tahun dan sudah pernah berobat di rawat jalan Siloam Hospitals Balikpapan. Pengumpulan data dilakukan dengan menyebarkan kuesioner berisi 31 pertanyaan dengan Skala Likert 1 – 5 berdasarkan metode purposive sampling. Data dianalisis dengan pendekatan eksplanatori kuantitatif dengan Partial Least Square – Structural Equation Modelling (PLS-SEM). Hasil penelitian ini mengungkapkan bahwa dimensi kualitas layanan kehandalan, jaminan dan empati berpengaruh secara positif dan signifikan terhadap nilai pelanggan, bukti fisik dan daya tanggap berpengaruh secara positif dan signifikan terhadap kepuasan pelanggan, dan nilai pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. / The purpose of this study is to know if status service quality and customer satisfaction gives positive effect to customer satisfaction. This study is applied in Outpatient Department Siloam Hospitals Balikpapan using 120 responden whose age are above 20 years old and atleast have been treated in outpatient department Siloam Hospitals Balikpapan. Data are collected using 31 items questionnaires that measured with 1-5 Likert Scale and distributed with purposive sampling method. The data is analyzed through quantitative explanatory approach with Partial Least Square – Structural Equation Modelling (PLS-SEM). The study result suggests significant influence on service quality dimension such as reliability, assurance and empathy toward customer value; significant influence on tangibles and responsiveness toward customer satisfaction; and significant influence on customer value toward customer satisfaction.

Actions (login required)

View Item