Pengaruh faktor-faktor dari healthcare core service delivery terhadap customer satisfaction dan dampaknya terhadap behaviour loyalty di Siloam Hospitals Lippo Village

Alexandra, Clara and Aveline, Felicia and Natasya, Priscilla (2019) Pengaruh faktor-faktor dari healthcare core service delivery terhadap customer satisfaction dan dampaknya terhadap behaviour loyalty di Siloam Hospitals Lippo Village. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Rumah sakit dituntut untuk selalu meningkatkan profesionalisme dari para karyawannya serta meningkatkan fasilitas atau sarana pelayanan kesehatan untuk menciptakan kepuasan kepada masyarakat pengguna jasa layanan kesehatan, yang pada akhirnya menghasilkan loyalitas. Untuk dapat memberikan kualitas yang baik, maka perlu diketahui faktor-faktor dari healthcare core service delivery yang dibutuhkan oleh pasien. Penelitian ini bertujuan untuk menginvestigasi pengaruh quality of healthcare delivery, quality of healthcare personnel, adequacy of healthcare resources, dan quality of administration process terhadap customer satisfaction dan dampaknya terhadap behaviour loyalty. Penelitian ini menggunakan metode kuantitatif, dengan pengumpulan data melalui kuesioner dari pasien berusia 17 tahun keatas yang pernah berobat ke Siloam Hospitals Lippo Village. Responden pada penelitian ini berjumlah 214 responden. Pengolahan data pada penelitian ini menggunakan SPSS untuk studi pendahuluan dan PLS-SEM untuk studi aktual. Hasil penelitian ini menunjukan bahwa quality of healthcare delivery, quality of healthcare personnel, adequacy of healthcare resources, dan quality of administration process berpengaruh positif terhadap customer satisfaction, dan customer satisfaction berpengaruh positif terhadap behaviour loyalty. Implikasi manajerial dalam penelitian ini dapat digunakan sebagai sarana dalam perumusan dan pengambilan keputusan untuk meningkatkan kualitas pelayanan kesehatan, terutama dalam healthcare delivery, healthcare personnel, adequacy in healthcare resources, dan administration process. / Hospitals are required to always improve it’s professionalism of their employees and improve health facilities to create patient’s satisfaction who use health services, which resulting to loyalty. To be able in providing good quality, it is necessary to know the factors of healthcare core service delivery needed by patients. This study aims to investigate the effect of quality of healthcare delivery, quality of healthcare personnel, adequacy of healthcare resources, and quality of administration process on customer satisfaction and its impact on behaviour loyalty. This study uses quantitative methods, with data collection through questionnaires from patients aged 17 years and over who have been treated at Siloam Hospitals Lippo Village. Respondents in this study were 214 respondents. Data processing in this study uses SPSS for preliminary studies and PLS-SEM for actual studies. The results of this study indicate that quality of healthcare delivery, quality of healthcare personnel, adequacy of healthcare resources, and quality of administration process have a positive effect on customer satisfaction, and customer satisfaction has a positive effect on behaviour loyalty. Managerial implications in this study can be used as a formulation and decision making to improve the quality of health services, especially in healthcare delivery, healthcare personnel, adequacy in healthcare resources, and administration process.

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