PENGARUH PEOPLE, PROCESS, PHYSICAL EVIDENCE, DAN CUSTOMER TRUST TERHADAP PATIENT SATISFACTION (Studi Pada Pasien Rawat Inap RSUD Cengkareng)

ISTIKOMAH, ISTIKOMAH (2021) PENGARUH PEOPLE, PROCESS, PHYSICAL EVIDENCE, DAN CUSTOMER TRUST TERHADAP PATIENT SATISFACTION (Studi Pada Pasien Rawat Inap RSUD Cengkareng). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to examine and analyze the effect of people, process, physical evidence and customer trust on patient satisfaction of inpatients at Cengkareng Hospital. The population in this study were all patients at Cengkareng Hospital. The sample used was 180 inpatients. The sampling method uses Incidental Sampling. Methods of data collection using survey methods, with the research instrument is a questionnaire. The approach method used in this research is a quantitative method with the Smart-PLS analysis tool. The results showed that people had a positive and significant effect on patient satisfaction. Process has a positive and significant effect on patient satisfaction. Physical evidence has a positive and significant effect on patient satisfaction. Customer trust has a positive and significant effect on patient satisfaction. Keywords: People, Process, Physical Evidence, Customer Trust, Patient Satisfaction Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh people, process, physical evidence dan customer trust terhadap patient satisfaction pada pasien rawat inap RSUD Cengkareng. Populasi dalam penelitian ini adalah adalah seluruh pasien RSUD Cengkareng. Sampel yang digunakan adalah sebanyak 180 pasien rawat inap. Metode penarikan sample menggunakan Incidental Sampling. Metode pengumpulan data menggunakan metode survey, dengan instrumen penelitian adalah kuesioner. Metode Pendekatan yang digunakan dalam penelitian ini adalah metode kuantitatif dengan alat analisis Smart-PLS. Hasil penelitian menunjukan people berpengaruh positif dan signifikan terhadap patient satisfaction. Process berpengaruh positif dan signifikan terhadap patient satisfaction. Physical evidence berpengaruh positif dan signifikan terhadap patient satisfaction. Customer trust berpengaruh positif dan signifikan terhadap patient satisfaction Kata Kunci: People, Process, Physical Evidence, Customer Trust, Patient Satisfaction

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