Analisis Kualitas Layanan, Kepuasan Mahasiswa, Dan Loyalitas Pada UPT Medical Center ITS

Rahma, Fitri Aulia (2021) Analisis Kualitas Layanan, Kepuasan Mahasiswa, Dan Loyalitas Pada UPT Medical Center ITS. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pada tahun 2019, Kementerian Kesehatan meluncurkan Program Kampus Sehat. ITS menjalankan program kampus sehat tersebut dengan salah satunya adalah adanya Medical Center ITS sejak tahun 2006. Pelayanan kesehatan di Medical Center ITS masih berjalan dengan baik, walaupun kunjungan mahasiswa ITS sebagai sasaran utama masih rendah. Sebagai studi awal, peneliti melakukan observasi kepada 30 orang mahasiswa, diketahui 15 mahasiswa menyatakan belum pernah memanfaatkan pelayanan kesehatan di Medical Center ITS di saat sakit. Fokus dari penelitian ini adalah menginvestigasi kepuasan mahasiswa ITS dalam menggunakan jasa pelayanan kesehatan di Medical Center ITS. Desain penelitian yang digunakan adalah Model Servqual, yang bergantung pada perbedaan antara variabel persepsi dan ekspektasi untuk menentukan kepuasan. Penelitian ini diawali dengan menggunakan kuesioner offline, yang akan dilanjutkan menggunakan kuesioner online. Penelitian ini mendapatkan 93 responden yang lolos dalam uji validitas dan reliabilitas. Semua data lalu diproses menggunakan PLS-SEM. Berdasarkan hasil analisis PLS-SEM, ditemukan bahwa reliability, assurance, dan empathy secara langsung berpengaruh positif terhadap loyalitas pelanggan dalam menggunakan layanan kesehatan Medical Center ITS. Hasil juga menunjukkan bahwa kepuasan pelanggan secara positif mempengaruhi loyalitas pelanggan. Terdapat implikasi manajerial yang disusun untuk Medical Center ITS dengan tujuan meningkatkan kepuasan dan loyalitas mahasiswa ITS dalam menggunakan layanannya. ====================================================================================================== In 2019, Ministry of Health launched Health Campus Program. ITS runs this program by one of which is running ITS Health Center since 2016. Health services in ITS Health Center goes well despite the low visit from the students which are the main target of its work. As an early survey, the researcher did an observation toward 30 students. The survey showed that 15 students never visited ITS Health Center even though they were sick. This research aims to investigate college students’ satisfaction with health services of ITS Health Center. The research design that is used is Servqual Model that depends on the difference between variable perception and expectation to determine satisfaction. This research begins with an offline questionnaire and follow by spreading an online questionnaire. This research got 93 respondents that passed the validity and reliability test. All of the data then got to be analyzed with PLS-SEM. Based on the results of the PLS-SEM analysis, it was found that reliability, assurance, and empathy directly have a positive effect on customer loyalty in using ITS Medical Center health services. The results also show that customer satisfaction positively affects customer loyalty. There are managerial implications designed for Medical Center ITS with the aim of increasing the satisfaction and loyalty of ITS students in using its services.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Pelanggan, Model Servqual, Pelayanan Kesehatan, PLS-SEM Customer Loyalty, Customer Satisfaction, Healthcare Service, PLS- SEM, Service Quality, Servqual Model
Subjects: H Social Sciences > HB Economic Theory > HB801 Consumer behavior.
H Social Sciences > HD Industries. Land use. Labor > HD30.213 Management information systems. Dashboards. Enterprise resource planning.
H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions: Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User: Fitri Aulia Rahma
Date Deposited: 22 Jul 2021 05:30
Last Modified: 22 Jul 2021 05:30
URI: https://repository.its.ac.id/id/eprint/84416

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