Pengaruh Human Capital dan Organizational Capital Terhadap Kepuasan Pelanggan Melalui Waktu Tunggu sebagai Variabel Intervening di Instalasi Farmasi Rumah Sakit Carolus Borromeus Kupang

DJIUARDI, Monica (2024) Pengaruh Human Capital dan Organizational Capital Terhadap Kepuasan Pelanggan Melalui Waktu Tunggu sebagai Variabel Intervening di Instalasi Farmasi Rumah Sakit Carolus Borromeus Kupang. Masters thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

Customer satisfaction with pharmaceutical services is customer appreciation for the use of pharmacy services, which has an impact on the hospital's business image and customer loyalty. The decline in customer satisfaction with the use of Carrolus Borromeos Kupang Pharmacy services prompted research to analyze the influence of human capital and organizational capital on customer loyalty, through waiting time. The actualization of human capital and organizational capital values forms the competence of officers with the support of pharmacy management, creating pharmaceutical services with relatively fast waiting times, in order to create customer satisfaction at Carolus Borromeos Kupang Pharmacy. This research aims to: 1) Describe human capital variables, organizational capital variables, waiting time variables and customer satisfaction variables, 2) Analyze the influence of human capital variables, organizational capital variables and waiting time variables on customer satisfaction variables, 3) Analyze the mediation of time variables wait for the influence of human capital variables and organizational capital variables on customer satisfaction variables. This research sample included 99 patients who visited the Carollus Borromeos Pharmacy. The analytical tool is descriptive and inferential analysis in the form of mediation regression, using SmartPLS. The research results show: 1) Human capital is well actualized, while customer satisfaction, organizational capital and waiting time are less actualized, 2) Waiting time mediates positively and significantly on the influence of the human capital variable (X1) and the organizational capital variable (X2) on the variables customer satisfaction (Y). Research suggestions were put forward to the management of the Carollus Borromeos Kupang Pharmacy to: 1) Design and condition the implementation of tasks in a coordinative manner, 2) Condition education, training and provide rewards and punishments to pharmacy officers and 3) provide regular briefings regarding the values of carrying out tasks.

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