Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien, Persepsi Pasien, Dan Kepercayaan Pasien, Serta Dampaknya Terhadap Behavioral Intention Pasien Di Rumah Sakit Santo Damian Lembata, Nusa Tenggara Timur

BUDIWATI, Felicitas (2023) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien, Persepsi Pasien, Dan Kepercayaan Pasien, Serta Dampaknya Terhadap Behavioral Intention Pasien Di Rumah Sakit Santo Damian Lembata, Nusa Tenggara Timur. Masters thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This study entitled "The Influence of Service Quality on Patient Satisfaction, Perceived value, and Trust and Their Impact on Behavioral Intention at Saint Damian Hospital Lembata Nusa Tenggara Timur.” It is written by Felicitas Budiawati (8112201019MM) and guided by Dr. Simon Sia Niha, SE, M.Si and Jou Sewa Adrianus, SE, MM. Saint Damian Hospital in Lembata is a non-profit private hospital which was originally established specifically to serve leprosy patients. In 2017 it was transformed into a public hospital. Patient visit data for the last 3 years shows that the number of patients has not increased, so that studies on service quality, patient satisfaction, perceived value, trust, and behavioral intentions need to be carried out. The aims of the study were: 1) To find out the respondents' perceptions of service quality, patient satisfaction, perceived value, trust, and behavioral intentions at Saint Damian Hospital; 2) Knowing the effect of service quality on patient satisfaction; 3) Knowing the effect of service quality on perceived value; 4) Knowing the effect of service quality and trust; 5) Knowing the effect of service quality on the behavioral intention; 6) Knowing the effect of patient satisfaction on behavioral intention; 7) Knowing the effect of perceived value on behavioral intention; 8) Knowing the influence of patient trust on behavioral intention; 9) Knowing whether perceived value, patient satisfaction, and trust mediate the effect of service quality on the patient's Behavioral Intention at Sint Damian Hospital. The population used in this study were outpatients at Saint Damian Hospital, with a total sample of 115 patients. Data collection was carried out using a questionnaire method. This type of research is quantitative with the sampling method of accidental sampling methods. Inferential analysis with Structural Equation Modeling (SEM) analysis techniques were analyzed using Smart PLS Software. The results of the descriptive statistical analysis showed that the service quality variable was in the good category (72.64%), the perceived value variable was in the good category (70,48%); variable patient satisfaction good category (72,96%); The patient's trust variable is in good category (71,73%); variable behavioral intention good category (73.57%). Furthermore, inferential statistical analysis shows that service quality has a positive and significant effect on patient satisfaction, perceived value, trust, and patient behavioral intention. Patient satisfaction, perceived value and trust mediate the quality of service to the behavioral intention.

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