Pengaruh citra rumah sakit terhadap kepuasan pasien dan mutu pelayanan di rumah sakit umum daerah
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Abstract
This study aims to know and analyze the influence of hospital image on patient satisfaction, the influence of hospital image on service quality, and the influence of service quality on patient satisfaction at Regional Public Hospital. This study used a survey method with a sample of 180 Regional Public Hospital patients. Data were obtained through questionnaires and analyzed using SmartPLS with a structural equation modeling (SEM) approach. The findings of the study indicate that hospital image has an effect on patient satisfaction and service quality. In addition, service quality has also been shown to have a significant impact on patient satisfaction levels at Regional Public Hospital.
Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh citra rumah sakit terhadap kepuasan pasien, pengaruh citra rumah sakit terhadap kualitas pelayanan, dan pengaruh kualitas pelayanan terhadap kepuasan pasien di RSUD. Penelitian ini menggunakan metode survei dengan sampel sebanyak 180 pasien RSUD. Data diperoleh melalui penyebaran kuesioner dan dianalisis menggunakan SmartPLS dengan pendekatan model persamaan struktural (SEM). Temuan penelitian mengindikasikan bahwa citra rumah sakit memiliki pengaruh terhadap kepuasan pasien dan kualitas pelayanan. Selain itu, kualitas pelayanan juga terbukti berpengaruh signifikan terhadap tingkat kepuasan pasien di RSUD.
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