EMILDA, EMILDA (2020) PENGARUH WAKTU TUNGGU DAN LAYANAN KARYAWAN TERHADAP KEPUTUSAN PASIEN DALAM MEMILIH RUMAH SAKIT DAN DAMPAKNYA KEPADA KEPUASAN PASIEN. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
To overcome the competition in the hospital business, Annisa Hospital conducts research aimed at knowing the influence of waiting time and employee service to the patient's decision to choose a hospital and its impact on patient satisfaction. With the validity and reality test, the analysis of PLS (Partial Least Square) is processed using SmartPLS version 3.0 software. The waiting time relationship and the decision to choose the hospital have a value of 0053, a T-statistic of 0374, and a P-Value of 0708, (H1) was rejected. Relationship waiting time and patient satisfaction with 0.021 value, T-Statistic of 0357, and P-Value of 0721, (H2) declined. Employee service relations and decision to choose a hospital with a value of 0612, T-Statistic of 8,850, and P-Value amounting to 0.000, (H3) is accepted. Employee service relationship and patient satisfaction with a value of 0354, T-Statistic of 4,294, and P-Value of 0.000, (H4) are accepted. The decision relationship chooses hospitals and patient satisfaction with a value of 0611, TStatistic of 7,837, and P-Value of 0.000, (H5) are accepted. To intervening variables for the decision of choosing the hospital can not inradiate the waiting time relationship with patient satisfaction, (H6) rejected. The decision to choose the hospital to fully complete the employee's service relationship with patient satisfaction, (H7) received. Keywords: waiting time, employee services, decision of choosing a hospital, patient satisfaction Untuk mengatasi persaingan dalam bisnis rumah sakit, Rumah Sakit Annisa melakukan penelitian yang bertujuan untuk mengetahui pengaruh waktu tunggu dan pelayanan karyawan terhadap keputusan pasien dalam memilih rumah sakit dan dampaknya terhadap kepuasan pasien. Dengan uji validitas dan realibilitas, analisis PLS (Partial Least Square) yang diolah menggunakan software SmartPLS versi 3.0. Hubungan Waktu Tunggu dan Keputusan memilih rumah sakit mempunyai nilai 0.053, T-Statistik sebesar 0.374, serta P-Value sebesar 0.708, (H1) ditolak. Hubungan Waktu Tunggu dan Kepuasan Pasien dengan nilai 0.021, T-Statistik sebesar 0.357, serta P-Value sebesar 0.721, (H2) ditolak. Hubungan Layanan Karyawan dan Keputusan memilih rumah sakit dengan nilai 0.612, TStatistik sebesar 8.850, serta P-Value sebesar 0.000, (H3) diterima. Hubungan Layanan Karyawan dan Kepuasan Pasien dengan nilai 0.354, T-Statistik sebesar 4.294, serta P-Value sebesar 0.000, (H4) diterima. Hubungan Keputusan memilih rumah sakit dan Kepuasan Pasien dengan nilai 0.611, T-Statistik sebesar 7.837, serta P-Value sebesar 0.000, (H5) diterima. Untuk variabel intervening keputusan memilih rumah sakit tidak dapat memediasi hubungan waktu tunggu dengan kepuasan pasien, (H6) ditolak. Keputusan memilih rumah sakit memediasi secara penuh hubungan layanan karyawan dengan kepuasan pasien, (H7) diterima. Kata kunci: Waktu tunggu, Layanan karyawan, Keputusan memilih rumah sakit, Kepuasan pasien
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