Pengaruh service quality, brand image, dan patient trust terhadap revisit intention dimediasi oleh patient satisfaction di RS XYZ Jakarta Barat

Raharjo, Debora Pranata (2024) Pengaruh service quality, brand image, dan patient trust terhadap revisit intention dimediasi oleh patient satisfaction di RS XYZ Jakarta Barat. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan (service quality), citra merek (brand image), dan kepercayaan pasien (patient trust) terhadap niat kunjungan ulang (revisit intention) dengan kepuasan pasien (patient satisfaction) sebagai variabel mediasi. Studi ini dilakukan di RS XYZ Jakarta Barat dengan pendekatan kuantitatif, menggunakan metode Structural Equation Modeling (SEM) untuk menguji hubungan antar variabel. Data primer dikumpulkan melalui survei dengan partisipasi pasien yang memiliki pengalaman kunjungan di rumah sakit tersebut. Hasil penelitian menunjukkan bahwa dari sepuluh hipotesis yang diuji, sembilan di antaranya memiliki pengaruh positif dan signifikan terhadap niat kunjungan ulang, baik secara langsung maupun melalui mediasi kepuasan pasien. Temuan ini menekankan pentingnya peran kualitas layanan, citra merek, dan kepercayaan pasien dalam meningkatkan niat kunjungan ulang, dengan kepuasan pasien sebagai mediator yang signifikan. Implikasi penelitian ini bagi manajemen rumah sakit adalah pentingnya mempertahankan dan meningkatkan kualitas layanan serta kepercayaan pasien untuk mendorong loyalitas pasien di masa mendatang. / This study aims to analyse the influence of service quality, brand image, and patient trust on revisit intention, with patient satisfaction as a mediating variable. The study was conducted at XYZ Hospital in West Jakarta using a quantitative approach, employing Structural Equation Modelling (SEM) to test the relationships among variables. Primary data were collected through surveys involving patients who had previously visited the hospital. The results indicate that out of ten hypotheses tested, nine showed a positive and significant influence on revisit intention, both directly and through the mediation of patient satisfaction. These findings emphasize the importance of service quality, brand image, and patient trust in enhancing revisit intention, with patient satisfaction serving as a significant mediator. This study implies that hospital management should focus on maintaining and improving service quality and patient trust to foster patient loyalty in the future.
Item Type: Thesis (Masters)
Creators:
Creators
NIM
Email
ORCID
Raharjo, Debora Pranata
NIM01615220024
deborapr92@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Jayanegara, Oscar
NIDN0329096704
UNSPECIFIED
Uncontrolled Keywords: kualitas layanan ; citra merek ; kepercayaan pasien ; kepuasan pasien ; niat kunjungan ulang
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: Debora Pranata Raharjo
Date Deposited: 22 Apr 2025 08:18
Last Modified: 22 Apr 2025 08:18
URI: http://repository.uph.edu/id/eprint/68143

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