Halimah, Siti Nur (2017) Analisis Pengaruh Kualitas Layanan dan Kepuasan terhadap Loyalitas Pasien di Medical Center ITS dengan Metode Structural Equation Modeling – Partial Least Square (SEM-PLS). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Banyaknya lembaga kesehatan saat ini menyebabkan lembaga-lembaga kesehatan tersebut harus meningkatkan kualitas layanan yang diberikan agar kepuasan pasien tinggi sehingga loyalitas dari pelanggan tetap terjaga ataupun semakin bertambah. Salah satu lembaga kesehatan yang ada di lingkungan kampus adalah Medical Center ITS. Medical Center ITS merupakan lembaga kesehatan yang diperuntukkan bagi para mahasiswa ITS dan dapat melayani masyarakat umum. Walaupun fasilitas layanan yang tersedia di Medical Center ITS cukup lengkap, namun karena banyaknya lembaga kesehatan yang ada, ingin dilakukan penelitian mengenai tingkat loyalitas dari pengunjung Medical Center ITS. Variabel-variabel yang digunakan dalam penelitian ini merupakan variabel laten, maka peneliti menggunakan metode Structural Equation Modeling-Partial Least Square (SEM-PLS) dengan sampel sebanyak 232 responden. Hasil analisis SEM-PLS menunjukkan bahwa semua indikator yang digunakan telah valid dan reliabel dalam mengukur variabel laten. Variabel kepuasan dan loyalitas memiliki nilai R2 yang lemah dengan masing-masing sebesar 42,8% dan 27,2% serta nilai Q2 sebesar 0,584 (lebih dari nol) artinya pemodelan loyalitas pasien memiliki prediksi yang relevan. Kemudian pada pengujian hipotesis didapatkan hasil bahwa semua indikator berpengaruh positif terhadap variabel latennya. Kualitas layanan berpengaruh positif terhadap kepuasan dan loyalitas pasien di Medical Center ITS sebesar 0,654 dan 0,329. Begitu juga dengan variabel kepuasan yang memberikan pengaruh positif terhadap loyalitas pasien sebesar 0,243.
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The high number of health institution currently causes these health institutions need to improve the service quality for high patient satisfaction, so that the customer loyalty is maintained or increased. One of the health institutions which located in campus is Medical Center ITS. Medical Center ITS is health institution dedicated to ITS students and general public. Although the availability of service facilities at Medical Center ITS is complete enough, there are many other health institution, so the loyalty level of Medical Center ITS patients needs to be researched. The variables used in this study are latent variables, so the researcher used Structural Equation Modeling-Partial Least Square (SEM-PLS) method with 232 respondents as samples. The result of SEM-PLS analysis shows that all indicators used are valid and reliable in measuring latent variables. The variable of satisfaction and loyalty has a weak R2 value (42.8% and 27.2%) and Q2 value is 0.584 (more than zero) which means that patient loyalty modeling has relevant prediction. Then, hypothesis testing shows that all indicators have positive effect on the latent variables. The service quality has positive effect on patient satisfaction (0.654) and loyalty (0.329) in Medical Center ITS. The satisfaction variable also gives positive effect on patient loyalty (0.243).
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Kepuasan Pasien, Kualitas Layanan, Loyalitas Pasien, SEM-PLS |
| Subjects: | H Social Sciences > HA Statistics |
| Divisions: | Faculty of Mathematics and Science > Statistics > 49201-(S1) Undergraduate Thesis |
| Depositing User: | Siti Nur Halimah . |
| Date Deposited: | 08 Jan 2018 03:57 |
| Last Modified: | 05 Mar 2019 07:52 |
| URI: | http://repository.its.ac.id/id/eprint/47872 |
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