Suharno, Narso (2012) PENGARUH DIMENSI RELIABILITAS, DIMENSI TANGIBEL DAN DIMENSI EMPATI TERHADAP LOYALITAS PASIEN RAWAT JALAN DI RUMAH SAKIT MRCCC SILOAM SEMANGGI. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This research is designated to improve out-patients loyalty through improvement in three dimensions of SERVQUAL (Parasuraman et al, 1990) satisfaction model which perceived as the most crucial. The object of this study is hospital outpatients in specialist clinic 19th floor MRCCC Siloam Hospitals Semanggi Jakarta. Those three dimensions are reliability, tangible and empathy which are major requirements in healthcare industries nowadays. This research randomly involves 200 (two hundred) patients as respondent within 2 (two) weeks time primary data collecting using questionnaire. Quantitative data were analyzed with validity test using Pearson Moment correlation and reliability scale test using Cronbach’s Alpha of SPSS software. Further analysis were done with Structural Equation Modeling (SEM.) The result indicates those 3 (three) dimensions of SERVQUAL can be apply in measuring satisfaction level in order to improve out-patients loyalty. Hence, empathy dimension influence positively and very significant towards loyalty, reliability dimension influence positively and significant towards loyalty and tangible dimension influence positively but not significant towards loyalty. Penelitian ini ditujukan untuk meningkatkan loyalitas pasien rawat jalan dengan meningkatkan kepuasan dalam 3 (tiga) dimensi dalam model kepuasan SERVQUAL (Parasuraman et al, 1990) yang dianggap paling krusial. Obyek penelitian adalah pasien rawat jalan di klinik spesialis lantai 19 di MRCCC Siloam Semanggi Jakarta. Ketiga dimensi tersebut adalah reliabilitas (reliability), tangibel (tangible) dan empati (emphaty) yang merupakan tuntutan utama pada industri jasa kesehatan dewasa ini. Penelitian ini melibatkan 200 (dua ratus) responden pasien secara random dalam waktu 2 (dua) minggu pengumpulan data primer dengan kuesioner. Data kuantitatif dianalisa dengan uji validitas dengan korelasi Pearson Moment dan uji reliabilitas dengan skala Cronbach’s Alpha menggunakan SPSS. Analisa dilakukan dengan Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa 3 (tiga) dimensi SERVQUAL dapat diterapkan dalam pengukuran kepuasan untuk meningkatkan loyalitas pasien rawat jalan. Dimensi empati berpengaruh positif dan sangat signifikan terhadap loyalitas, dimensi reliabilitas berpengaruh positif dan signifikan terhadap loyalitas dan dimensi tangibel berpengaruh positif namun tidak signifikan terhadap loyalitas.
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-551-12-082 |
| Call Number: | TM/51/12/006 |
| NIM/NIDN Creators: | 55109120003 |
| Uncontrolled Keywords: | mps, manajemen pemasaran |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 27 Apr 2012 16:22 |
| Last Modified: | 12 Jul 2022 06:46 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/38306 |
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