Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Serta Dampaknya Terhadap Loyalitas Pasien Di Instalasi Gawat Darurat Rumah Sakit Tingkat III Wirasakti Kupang

GOUSARIO, Yongky (2024) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Serta Dampaknya Terhadap Loyalitas Pasien Di Instalasi Gawat Darurat Rumah Sakit Tingkat III Wirasakti Kupang. Masters thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

The thesis entitled "Analysis of the Effect of Service Quality on Patients Satisfaction and the Impact on Patient Loyalty in the Emergency Installation of the Wirasakti Kupang Hospital level III". Is written by Yongky Gousario add supervised by Dr. Simon Sia Niha, SE., M.Si dan P. Dr. Yulius Yasinto, SVD, MA., M.Sc. The purpose of this research is to determine effect of service quality consisting of aspects Reliability, Assurance, Tangible, Emphaty and Responsiveness on patient satisfaction and their impact on patient loyalty in the emergency room of Wirasakti Kupang Hospital level III. The contribution of this research is expected to be able contribute in hospitals for improving the quality of service of patients. This research is quantitative with a cross sectional study design to determine the influence between independent and intervening variables and the dependent variable. The population in this study were all patients who received treatment at the emergency room at Wirasakti Kupang Hospital level III from August 2023 to October 2023 with a sampling technique using the Accidental Sampling method. The type of data used is primary data from all respondents and secondary data from archives and documents from the Wirasakti Kupang Hospital. The data collection technique is by questionnaire and research analysis using Smart PLS 3 analysis. The data analysis technique uses descriptive statistics and inferential statistics. The results of the descriptive analysis show that the variables of reliability, assurance, empathy are good, while tangibility is low and responsiveness is respectable. The results of the inferential statistical analysis are that the responsiveness aspect, direct evidence aspect (Tangible), empathy aspect, and reliability aspect has a significant effect on patient satisfaction, the assurance aspect has no significant effect on patient satisfaction, patient satisfaction has a significant effect on patient loyalty to treatment. The indirect influence of emphaty, reliability on patient loyalty through patient satisfaction is positive. Suggestions from this research are I hope that Wirasakti Kupang Hospital can provide continuous education and training to all employees and the management of Wirasakti Kupang Hospital needs to research and analyze of other causes that have not been studied which are related to patient satisfaction and the services provided from hospital.

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