Chandiawati, Nivi (2024) Faktor – faktor yang mempengaruhi tingkat kepuasan pasien dalam melakukan antenatal care di Rs B. Masters thesis, Universitas Pelita Harapan.
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Abstract
The purpose of this study is to analyze and test : 1. Whether facility significantly has a positive effect on patient satisfaction with ANC (antenatal care) service at B Hospital. 2. Whether waiting time significantly has a positive effect on patient satisfaction with ANC service at B Hospital. 3. Whether service quality significantly has a positive effect on patient satisfaction with ANC service at B Hospital. 4. Whether reasonable price significantly has a positive effect on patient satisfaction with ANC service at B Hospital. Survey methods are used in this study. This study is an eskplanatif study. Data collection was done by using questionnaire instrument. The target population of this study is all the pregnant women who came to do ANC at B Hospital, minimum 1x ANC, 16-43 yo, nulli and multiparitas, with and without complication pregnancy from April-Mei 2024. The sample size was determined for 96 samples. The sampling technique is purposive sampling. Partial least Square-Structural Equation Modeling approach with SmartPLS program is used for data analysis. The results show that service quality takes the biggest positive effect on patient satisfaction (p=0,000) with ANC (antenatal care) service at B Hospital, while waiting time significantly has a positive effect on patient satisfaction (p=0,001), similary reasonable price significantly has a positive effect on patient satisfaction (p=0,001), then facility significantly has a positive effect on patient satisfaction(p=0,013). Facilities, waiting time, service quality and reasonable prices significantly have positive effect in providing patient satisfaction, therefore management, both hospitals and corporates, need more comprehensive evaluation and approach to increase patien satisfaction. However, overall, patients at Hospital B tend to be satisfied with ANC services provided by Hospital B / Tujuan dari penelitian ini adalah untuk menganalisis dan menguji : 1. Apakah fasilitas signifikan berpengaruh positif terhadap kepuasan pasien pada layanan ANC di RS B. 2. Apakah waktu tunggu signifikan berpengaruh positif terhadap kepuasan pasien pada layanan ANC di RS B. 3. Apakah kualitas layanan signifikan berpengaruh positif terhadap kepuasan pasien pada layanan ANC di RS B. 4. Apakah kewajaran harga signifikan berpengaruh positif terhadap kepuasan pasien pada layanan ANC di RS B. Metode survey digunakan dalam penelitian ini. Penelitian ini adalah penelitian eksplanatif. Pengumpulan data dilakukan dengan menggunakan instrument kuesioner. Target populasi adalah seluruh perempuan hamil yang datang melakukan pemeriksaan ANC di RS B dengan minimal 1x, usia 16-43 tahun, nulli dan multiparitas, kehamilan fisiologis maupun patologis sejak April-Mei 2024. Jumlah sampel ditentukan sebesar 96 sample. Teknik pengambilan sampel dilakukan dengan purposive sampling. Pendekatan Partial least Square-Structural Equation Modeling dengan program SmartPLS digunakan untuk analisis data. Hasil penelitian menunjukkan bahwa kualitas layanan merupakan faktor yang paling berpengaruh (p=0,000) terhadap kepuasan pasien yang melakukan ANC di RS B, waktu tunggu signifikan berpengaruh positif terhadap kepuasan pasien (p=0,001), sama halnya kewajaran harga signifikan berpengaruh positif terhadap kepuasan pasien (p=0,001) dan fasilitas signifikan berpengaruh positif terhadap kepuasan pasien (p=0,013). Fasilitas, waktu tunggu, kualitas layanan serta kewajaran harga berpengaruh positif secara signifikan terhadap kepuasan pasien, oleh karena itu managemen baik itu Rumah Sakit maupun corporate perlu evaluasi dan pendekatan yang lebih menyeluruh.
Item Type: | Thesis (Masters) |
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Creators: | Creators NIM Email ORCID Chandiawati, Nivi NIM01615220037 chandiawatinivi@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Bernarto, Innocentius NIDN0320016501 bernarto227@gmail.com |
Uncontrolled Keywords: | facility ; waiting time ; service quality ; reasonable price ; patient satisfaction |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Medicine > Master of Hospital Administration Current > Faculty/School - UPH Karawaci > Faculty of Medicine > Master of Hospital Administration |
Depositing User: | Nivi Chandiawati |
Date Deposited: | 21 Aug 2024 00:07 |
Last Modified: | 21 Aug 2024 00:07 |
URI: | http://repository.uph.edu/id/eprint/65045 |