Mardhotillah, Rachma Rizqina (2019) Investigasi Kualitas Pelayanan Dan Pengaruhnya Terhadap Kepuasan Dan Loyalitas Pelanggan (Studi Kasus Rawat Inap Rumah Sakit X Di Surabaya). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Rumah sakit X saat ini sedang menghadapi permasalahan banyaknya keluhan terutama pada aspek kualitas layanan. Jika hal ini tidak segera diperbaiki, maka dikhawatirkan akan berdampak pada tingkat kepuasan pelanggannya. Penelitian ini bertujuan untuk menganalisis kesesuaian antara harapan dan kenyataan terhadap layanan yang diberikan oleh RS X Surabaya kepada para pelanggan dengan metode Servqual dan menganalisis faktor-faktor yang memengaruhi kepuasan pelanggan RS X, yang kemudian dapat dijadikan dasar perumusan rekomendasi untuk meningkatkan tingkat kepuasan pelanggan RS X. Penelitian ini menggunakan alat analisis Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), dan Structural Equation Modeling (SEM). Penyebaran kuesioner telah dilakukan kepada 131 responden yang merupakan pelanggan rawat inap di Rumah Sakit X Surabaya. Hasil penelitian menunjukkan bahwa pelanggan berada pada kategori puas. Berdasarkan analisis model struktural, variabel laten tangible, responsiveness, assurance, dan empathy memiliki pengaruh positif terhadap kepuasan pelanggan. Dan kepuasan pelanggan berpengaruh positif terhadap loyalitas. Hasil penelitian ini juga merekomendasikan strategi perbaikan terhadap faktor-faktor yang signifikan mempengaruhi kepuasan pelanggan yang dirumuskan melalui Focus Group Discussion (FGD) bersama dengan pihak direksi dan manajemen Rumah Sakit X Surabaya.
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X Hospital is currently facing problems with the number of complaints, especially in terms of service quality. If this is not immediately corrected, it is feared that it will have an impact on the level of customer satisfaction. This study aims to analyze the suitability of expectations and realities of the services provided by X Hospital Surabaya to customers with the Servqual method and analyze the factors that influence customer satisfaction in RS X, which can then be used as the basis for formulating recommendations to increase the level of customer satisfaction in RS X This research uses analysis tools Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and Structural Equation Modeling (SEM). The questionnaire was distributed to 131 respondents who were hospitalized customers at X Surabaya Hospital. The results of the study show that the customer is in the satisfied category. Based on the analysis of structural models, latent tangible variables, responsiveness, assurance, and empathy have a positive influence on customer satisfaction. And customer satisfaction has a positive effect on loyalty. The results of this study also recommend improvement strategies for factors that significantly influence customer satisfaction formulated through Focus Group Discussion (FGD) together with the directors and management of Surabaya X Hospital.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.834 2 Mar i-1 2019 |
| Uncontrolled Keywords: | Kepuasan pelanggan, loyalitas pelanggan, rumah sakit, SEM, service quality |
| Subjects: | H Social Sciences > HC Economic History and Conditions > HC108 Market surveys. H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Business and Management Technology > Management Technology > 61101-(S2) Master Thesis |
| Depositing User: | Rachma Rizqina Mardhotillah |
| Date Deposited: | 19 Jul 2021 03:36 |
| Last Modified: | 19 Jul 2021 03:36 |
| URI: | http://repository.its.ac.id/id/eprint/60982 |
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