Path: TopS2-ThesesManagement Science2011

KEPUASAN DAN NIAT PERILAKU PASIEN WANITA TERHADAP PELAYANAN BERSALIN DI RUMAH SAKIT

WOMEN SATISFACTION AND BEHAVIORAL INTENTION TOWARD HOSPITAL OBSTETRIC SERVICE

Master Theses from JBPTITBPP / 2015-01-14 13:55:20
Oleh : PUTU EKA WIDYA SHANTI (29009020) ; pembimbing : Dr. Ir. Mustika Sufiati Purwanegara, MSc., S2 - Science of Management
Dibuat : 2011, dengan 8 file

Keyword : satisfaction attributes, patient satisfaction, behavioral intention, service quality

Penelitian ini bertujuan untuk mengetahui atribut yang menjadi pertimbangan wanita dalam memilih rumah sakit untuk bersalin dan untuk menguji hubungan antara kepuasan pasien wanita dan niat perilakunya terhadap pelayanan bersalin di rumah sakit. Merujuk pada penelitian sebelumnya, TQS (Total Quality Service) dipilih sebagai instrument dalam penelitian ini. Dengan melakukan eksploratori faktor analisis yang menggunakan pendekatan rotasi PROMAX, indikator yang digunakan dalam penelitian diklasifikasikan menjadi dua, yaitu elemen struktur dan proses. Selanjutnya hubungan antara kepuasan dan perilaku pasien dianalisis menggunakan SEM (Structural Equation Modeling).

Hasil analisis menunjukkan bahwa semua hipotesis yang diajukan dapat diterima. Baik elemen struktur maupun proses memiliki hubungan yang positif dengan kepuasan pasien. Kepuasan pasien juga mempunyai pengaruh positif terhadap perilaku pasien. Batasan penelitian ini adalah hanya menggunakan satu jenis industri pelayanan

sehingga deskripsi menyeluruh mengenai kualitas proses tidak dapat disajikan.

Hal ini merupakan masukan bagi penelitian selanjutnya untuk melibatkan beberapa jenis industri pelayanan.

Penelitian ini menyediakan informasi yang bermanfaat bagi praktisi dan akademisi terkait.

Deskripsi Alternatif :

This research was aimed to study which attributes/ elements would be the major considerations by women in selecting a hospital obstetric service and examine the relationship between women satisfaction and behavioral intention toward hospital obstetric service. Based on previous studies, the total quality service (TQS) was chosen as instrument for this research. By conducting exploratory factor analysis using promax rotation approach, the items were classified into two elements, structure and process. Then using structural equation modeling (SEM), the relationship between patient satisfaction and behavioral intention was analyzed. The result of the analysis showed that all the proposed hypotheses were accepted. Both structure and process elements had positive relationship with overall

satisfaction. Overall satisfaction was also had positive impact to the behavioral intention, both intention to return or repurchase and intention to recommend.

The limitation of the research is the present study tests the model using a single service industry, an exhaustive description of process quality could not be

provided. This could be overcome in future studies by employing multiple service industries.

This research provides a useful foundation whereby practitioners can appreciate the importance of process elements, in addition to structure elementsoll,k.

In addition to clarify the attributes that are considered important by women inchoosing a hospital obstetric service, this research fulfils an identified information and resources need, and offers practical assistance to academics and practitioners in the field.

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