M., Novita Irma Diana (2010) Pengembangan Model Analisis Kepuasan Layanan Medis Menggunakan Metode Structural Equation Modeling (SEM) Berdasarkan "Disconfirmation Of Expectation" Di Rumah Sakit Umum Haji Surabaya. Masters thesis, Institut Teknologi Sepuluh November.
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Abstract
Untuk mengevaluasi kinerja rumah sakit guna meningkatkan kualitas pelayanan, perlu dilakukan penelitian untuk mengetahui faktor-faktor yang memengaruhi harapan pasien rawat inap di RSU Haji Surabaya berdasarkan perbandingan dengan pengalaman yang diperoleh sebelumnya. Untuk memasuki tahap tersebut, perlu dilakukan proses konfirmatori dan pengujian, sehingga penelitian ini menggunakan metode Structural Equation Modeling (SEM). Data yang digunakan merupakan data primer yang diperoleh melalui survei langsung terhadap pasien rawat inap di RSU Haji Surabaya. Jumlah pasien yang dijadikan responden adalah 138 pasien. Metode analisis yang digunakan meliputi analisis deskriptif dan Structural Equation Modeling. Berdasarkan Confirmatory Factor Analysis (CFA), diketahui bahwa seluruh indikator membentuk unidimensionalitas. Adapun indikator yang mempunyai pengaruh terkecil dan perlu dilakukan perbaikan (improvement) adalah indikator CE2 sebesar 0,58; TG11 sebesar 0,60; RL7 sebesar 0,59; RS7 sebesar 0,64; AS4 sebesar 0,55; EM3 sebesar 0,62; dan CS4 sebesar 0,80. Berdasarkan model yang telah dihipotesiskan, disconfirmation of expectation berkorelasi dengan baik, yang berarti bahwa pelayanan yang diberikan oleh pihak rumah sakit telah memenuhi harapan pasien. Hasil analisis Structural Equation Modeling menunjukkan bahwa Customer Expectation (CE) berpengaruh secara langsung terhadap Perceived Quality (PQ) sebesar 0,261, yang berarti setiap kenaikan Customer Expectation (CE) akan meningkatkan Perceived Quality (PQ) sebesar 0,261. Customer Expectation (CE) berpengaruh secara langsung terhadap Customer Satisfaction (CS) sebesar 0,639, yang berarti setiap kenaikan Customer Expectation (CE) akan meningkatkan Customer Satisfaction (CS) sebesar 0,639. Perceived Quality (PQ) berpengaruh secara langsung terhadap Customer Satisfaction (CS) sebesar 0,690, yang berarti setiap kenaikan Perceived Quality (PQ) akan meningkatkan Customer Satisfaction (CS) sebesar 0,690.
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To evaluate hospital performance in order to improve service quality, a study needs to be conducted to identify the factors that influence the expectations of inpatients at RSU Haji Surabaya based on comparisons with their previous experiences. To address this objective, confirmatory processes and hypothesis testing are conducted using the Structural Equation Modeling (SEM) method. The data used in this study are primary data obtained through a direct survey of inpatients at RSU Haji Surabaya. A total of 138 patients participated as respondents. The analytical methods used include descriptive analysis and Structural Equation Modeling. Based on Confirmatory Factor Analysis (CFA), all indicators were found to exhibit unidimensionality. The indicators with the lowest factor loadings and therefore requiring improvement are CE2 at 0.58, TG11 at 0.60, RL7 at 0.59, RS7 at 0.64, AS4 at 0.55, EM3 at 0.62, and CS4 at 0.80. Based on the hypothesized model, disconfirmation of expectations shows a good correlation, indicating that the services provided by the hospital meet patients' expectations. The results of the Structural Equation Modeling analysis show that Customer Expectation (CE) has a direct effect on Perceived Quality (PQ) of 0.261, meaning that every increase in Customer Expectation (CE) increases Perceived Quality (PQ) by 0.261. Customer Expectation (CE) has a direct effect on Customer Satisfaction (CS) of 0.639, meaning that every increase in Customer Expectation (CE) increases Customer Satisfaction (CS) by 0.639. Perceived Quality (PQ) has a direct effect on Customer Satisfaction (CS) of 0.690, meaning that every increase in Perceived Quality (PQ) increases Customer Satisfaction (CS) by 0.690.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | 658.834 3 Nov p |
| Uncontrolled Keywords: | Kepuasan Konsumen, Structural Equation Modelling (SEM), Kualitas Layanan, Disconjirmation of Expectation, Patient Satisfaction, Structural Equation Modeling (SEM), Service Quality, Disconfirmation of Expectation. |
| Subjects: | H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26101-(S2) Master Thesis |
| Depositing User: | magang . |
| Date Deposited: | 29 Sep 2026 08:00 |
| Last Modified: | 29 Sep 2026 08:00 |
| URI: | http://repository.its.ac.id/id/eprint/145034 |
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