Abutar, Ariestra Utami (2024) Pengaruh service quality, word of mouth, dan patient physician trust terhadap revisit intention dimediasi patient satisfaction pada pasien Rumah Sakit Primaya Sorowako. Masters thesis, Universitas Pelita Harapan.
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Abstract
Penelitian ini dilakukan untuk mengetahui pengaruh sevice quality, word of
mouth, patient-physician trust terhadap revisit intention yang dimediasi oleh
patient satisfaction pada pasien Rumah Sakit Primaya Sorowako. Penelitian ini
bersifat kuantitatif dan dilakukan secara cross sectional. Jumlah sampel
sebanyak 119 pasien. Sampel dipilih dengan menggunakan non probabilitas
sampling yaitu purposive sampling. Data penelitian diambil menggunakan
media google form dengan lima pilihan jawaban. Metode analisis data
menggunakan PLS-SEM. Hasil penelitian ini menemukan bahwa service
quality tidak berpengaruh terhadap revisit intention. Word of mouth
berpengaruh positif terhadap revisit intention. Patient physician trust tidak
berpengaruh terhadap revisit intention. Patient satisfaction berpengaruh positif
terhadap revisit intention. Service quality berpengaruh positif terhadap patient
satisfaction. Word of mouth berpengaruh positif terhadap patient satisfaction.
Patient physician trust tidak berpengaruh terhadap patient satisfaction. Patient
satisfaction memediasi secara penuh pengaruh positif service quality terhadap
revisit intention. Patient satisfaction memediasi secara sebagian pengaruh
positif word of mouth terhadap revisit intention. Patient satisfaction tidak
memediasi pengaruh patient physician trust terhadap revisit intention. Pihak
rumah sakit dapat meningkatkan revisit intention dengan membuat pasien
merasa puas melalui berbagai pelayanan yang disediakan di rumah sakit,
lamanya waktu konsultasi, jam tunggu yang lebih cepat, perhatian lebih yang
diberikan oleh petugas rumah sakit. Saran untuk penelitian selanjutnya dapat
diperluas dengan beberapa rumah sakit lainnya di wilayah Sorowako dan
sekitarnya. Penelitian selanjutnya juga dapat ditambahkan faktor-faktor lain
yang menyebabkan tinggi rendahnya revisit intention pasien seperti persepsi
harga dan citra rumah sakit. / This research was conducted to determine the influence of service quality,
word of mouth, patient-physician trust on revisit intention which is mediated
by patient satisfaction in Primaya Sorowako Hospital patients. This research is
quantitative and was conducted cross-sectionally. The total sample was 119
patients. The sample was selected using non-probability sampling, namely
purposive sampling. Research data was taken using Google form media with
five answer choices. The data analysis method uses PLS-SEM. The results of
this study found that service quality had no effect on revisit intention. Word of
mouth has a positive effect on revisit intention. Patient physician trust has no
effect on revisit intention. Patient satisfaction has a positive effect on revisit
intention. Service quality has a positive effect on patient satisfaction. Word of
mouth has a positive effect on patient satisfaction. Patient physician trust has
no effect on patient satisfaction. Patient satisfaction fully mediates the positive
influence of service quality on revisit intention. Patient satisfaction partially
mediates the positive influence of word of mouth on revisit intention. Patient
satisfaction does not mediate the influence of patient physician trust on revisit
intention. The hospital can increase revisit intention by making patients feel
satisfied through the various services provided at the hospital, longer
consultation times, faster waiting hours, more attention given by hospital staff.
Suggestions for further research could be expanded to several other hospitals in
the Sorowako area and surrounding areas. Further research can also add other
factors that cause high and low patient revisit intention, such as price
perceptions and hospital image.
Item Type: | Thesis (Masters) |
---|---|
Creators: | Creators NIM Email ORCID Abutar, Ariestra Utami NIM01661220027 ariestra.utami@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Wuisan, Dewi Sri Surya NIDN0431107004 dewi.wuisan@uph.edu |
Uncontrolled Keywords: | revisit intention ; service quality ; patient-physician trust ; word of mouth |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management Current > Faculty/School - UPH Karawaci > Business School > Master of Management |
Depositing User: | Ariesta Utami Abutar |
Date Deposited: | 25 Sep 2024 01:16 |
Last Modified: | 25 Sep 2024 01:16 |
URI: | http://repository.uph.edu/id/eprint/65309 |