The influence of service quality, price, and facility on satisfaction of patients at Vita Insani Hospital, Pematangsiantar

Carissa, Joan Stacia (2022) The influence of service quality, price, and facility on satisfaction of patients at Vita Insani Hospital, Pematangsiantar. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Vita Insani Hospital is a Class B Private Hospital based in Pematangsiantar. Vita Insani Hospital is one of the private hospitals that contribute to Pematangsiantar city’s health development. However, there are various issues that do not show a very good result regarding service quality, price, and facility, affecting patient satisfaction. This issue cannot be handled lightly since it is highly dependent on the satisfaction of its patients, which can lead to disaster for the hospital if it is not fixed and improved for the better. IBM SPSS Statistics V.25 software is used, and Quantitative research is used as the research method. Descriptive and Causal research is also used to analyze the influence of service quality, price, and facility on customer satisfaction. The target population used is customers of Vita Insani Hospital who have ever been a patient and treated in Vita Insani Hospital, with a total sampling of 102 samples. The data is collected by using the questionnaire method. The results of the multiple linear regression analysis show the following equation: Y = -0.949 + 0.507X1 + 0.428X2 + 0.287X3. Following the hypothesis test, Service Quality, Price, and Facility have a partial and simultaneous influence on Patient Satisfaction at Vita Insani Hospital, Pematangsiantar. This research also passed all the tests for validity, reliability, normality, multicollinearity, heteroscedasticity, and multiple linear regression. / Rumah Sakit Vita Insani merupakan Rumah Sakit Swasta Kelas B yang berbasis di Pematangsiantar. Rumah Sakit Vita Insani merupakan salah satu rumah sakit swasta yang berkontribusi dalam pembangunan kesehatan kota Pematangsiantar. Namun demikian, terdapat berbagai permasalahan yang belum memberikan hasil yang sangat baik mengenai kualitas pelayanan, harga, dan fasilitas yang mempengaruhi kepuasan pasien. Masalah ini tidak bisa dianggap enteng karena sangat bergantung pada kebahagiaan pasiennya, yang dapat membawa bencana bagi rumah sakit jika tidak segera diperbaiki dan ditingkatkan menjadi lebih baik. Perangkat lunak IBM SPSS Statistics V.25 digunakan, dan penelitian Kuantitatif digunakan sebagai metode penelitian. Penelitian deskriptif dan kausal juga digunakan untuk menganalisis pengaruh kualitas pelayanan, harga, dan fasilitas terhadap kepuasan pelanggan. Populasi sasaran yang digunakan adalah pelanggan RS Vita Insani yang pernah menjadi pasien dan dirawat di RS Vita Insani, dengan jumlah sampel sebanyak 102 sampel. Pengumpulan data dilakukan dengan menggunakan metode angket. Hasil analisis regresi linier berganda menunjukkan persamaan sebagai berikut: Y = -0,949 + 0,507X1 + 0,428X2 + 0,287X3. Berdasarkan uji hipotesis, Kualitas Pelayanan, Harga, dan Fasilitas berpengaruh secara parsial dan simultan terhadap Kepuasan Pasien di Rumah Sakit Vita Insani Pematangsiantar. Penelitian ini juga lolos uji validitas, reliabilitas, normalitas, multikolinearitas, heteroskedastisitas, dan regresi linier berganda.

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