INA HASANAH, RATU (2024) MENINGKATKAN MINAT KUNJUNGAN ULANG MELALUI CITRA RUMAH SAKIT, KEPUASAN EMOSIONAL DAN KEPERCAYAAN PASIEN (Studi Pada Instalasi Rawat Jalan RS Kurnia Serang). Master thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Revisit intention is an interesting issue in the field of marketing and is important in the service industry because maintaining customer loyalty in the long term is the key to the success of a business. Measuring and predicting revisit intention is considered as one of the important indicators of the achievement of service companies. Based on data from Medical Record Installation of Kurnia Serang Hospital, there has been a decrease in visits by Non BPJS Kesehatan Patients at the Outpatient Installation during the last 5 (five) years, namely the 2019 - 2023 period cumulatively by 45%. This study aims to determine the effect of service quality on the interest in re-visiting non BPJS Kesehatan patients. The sample used in this study amounted to 200 respondents who were patients with non BPJS Kesehatan insurance who visited at least 3 (three) times in 2021-2023. The sampling technique in this study used non probability sampling technique (purposive sampling). The method used in this research is Structural Equation Modeling (SEM) and using smart PLS 3.2.9 software. From the research results it can be seen that: 1) Service quality has a positive and insignificant effect on revisit intention, 2) Service quality has a positive and significant effect on hospital image, 3) Service quality has a positive and significant effect on emotional satisfaction, 4) Service quality has a positive and significant effect on patient trust, 5) Hospital image has a positive and significant effect on revisit intention, 6) Emotional satisfaction has a positive and significant effect on revisit intention, 7) Patient trust has a positive and significant effect on revisit intention. In addition, emotional satisfaction and patient trust are able to mediate the relationship between service quality and revisit intention.
| Item Type: | Thesis (Master) | |||||||||
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| Additional Information: | Minat kunjungan ulang merupakan isu menarik dalam bidang pemasaran dan menjadi hal yang penting dalam industri jasa karena mempertahankan loyalitas pelanggan dalam jangka panjang merupakan kunci keberhasilan sebuah bisnis. Mengukur dan memprediksi minat kunjungan ulang dianggap sebagai salah satu indikator penting dari pencapaian perusahaan jasa. Berdasarkan data Instalasi Rekam Medis RS Kurnia Serang terjadi penurunan kunjungan Pasien Non BPJS Kesehatan pada Instalasi Rawat Jalan selama kurun waktu 5 (lima) tahun terakhir yaitu periode 2019 – 2023 secara kumulatif sebesar 45%. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan terhadap minat kunjungan ulang pasien non BPJS Kesehatan. Sampel yang digunakan dalam penelitian ini berjumlah 200 responden yang merupakan pasien dengan jaminan non BPJS Kesehatan yang berkunjung paling sedikit 3 (tiga) kali pada 2021-2023. Teknik pengambilan sampel dalam penelitian ini menggunakan teknik non probability sampling (purposive sampling). Metode yang digunakan dalam penelitian ini adalah Structural Equation Modelling (SEM) dan menggunakan software smart PLS 3.2.9. Dari hasil penelitian dapat diketahui bahwa: 1) Kualitas layanan berpengaruh positif dan tidak signifikan terhadap minat kunjungan ulang, 2) Kualitas layanan berpengaruh positif dan siginifikan terhadap citra rumah sakit, 3) Kualitas layanan berpengaruh positif dan siginifikan terhadap kepuasan emosional, 4) Kualitas layanan berpengaruh positif dan siginifikan terhadap kepercayaan pasien, 5) Citra rumah sakit berpengaruh positif dan siginifikan terhadap minat kunjungan ulang, 6) Kepuasan emosional berpengaruh positif dan siginifikan terhadap minat kunjungan ulang, 7) Kepercayaan pasien berpengaruh positif dan siginifikan terhadap minat kunjungan ulang. Selain itu, kepuasan emosional dan kepercayaan pasien mampu memediasi hubungan antara kualitas layanan terhadap minat kunjungan ulang. | |||||||||
| Uncontrolled Keywords: | Service Quality; Hospital Image; Emotional Satisfaction; Patient Trust; Revisit Intention Kualitas Layanan; Citra Rumah Sakit; Kepuasan Emosional; Kepercayaan Pasien; Minat Kunjungan Ulang | |||||||||
| Subjects: | A General Works > AI Indexes (General) A General Works > AI Indexes (General) H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory |
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| Divisions: | 05-Fakultas Ekonomi dan Bisnis 08-Pascasarjana > 61101-Magister Manajemen |
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| Depositing User: | Mrs Ratu Ina Hasanah | |||||||||
| Date Deposited: | 30 Jul 2024 15:53 | |||||||||
| Last Modified: | 12 Aug 2024 16:39 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/39759 |
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