Penerapan healing architecture yang berkembang sejak era tahun 1980-an di rumah sakit di dunia mulai masuk ke Indonesia pada kelas rumah sakit premium dan semakin berkembang hingga 20 tahun kemudian. Penerapan desain healing architecture juga termasuk dalam peningkatan konsep pelayanan rumah sakit sehingga bertujuan untuk menjaga pasar dan konsumen rumah sakit. Penelitian ini bermaksud untuk mengetahui penerapan desain healing architecture terhadap tingkat kunjungan ulang pasien rawat jalan di RS MMC Jakarta, sebagai tanggapan akan penjagaan pasar dan konsumen rumah sakit terhadap konsep pelayaan rumah sakit yang terus diperbaharui. Penelitian ini menggunakan metode kuantitatif dengan desain non eksperimental. Analisis univariat menunjukkan bahwa responden cukup puas dengan pengalaman yang dirasakan di RS MMC Jakarta, sementara analisis bivariat menunjukkan adanya masing-masing hubungan antara faktor healing architecture dan kualitas pelayanan pasien rawat jalan, faktor healing architecture dan kepuasan pasien rawat jalan, dan faktor healing architecture dan kepercayaan pasien rawat jalan di RS MMC Jakarta yang kuat, signifikan, dan searah, ditandai dengan adanya tingkat hubungan di angka 0,707; 0,727; dan 0,715. Lalu secara multivariat pun, ketiga faktor kualitas pelayanan, kepuasan pelanggan, maupun kepercayaan pelanggan secara simultan berpengaruh terhadap adanya tingkat kunjungan ulang pasien rawat jalan di RS MMC Jakarta. Oleh karena itu, adanya desain healing architecture di rumah sakit memberikan dampak terhadap tingkat kunjungan ulang pasien rawat jalan di RS MMC Jakarta, yang ditunjukkan oleh adanya setiap faktor kenaikan tingkat kualitas pelayanan, kepuasan pelanggan, dan kepercayaan pelanggan yang telah dipengaruhi adanya desain healing architecture akan meningkatkan minat kunjungan ulang pasien sebesar 0,036; 0,056; 0,023 untuk setiap satu faktor kenaikan.
The implementation of healing architecture that has been developed since the 1980s in hospitals around the world began to enter Indonesia in the premium hospital class and continued to grow until 20 years later. The implementation of the healing architecture design is also incorporated in improving the concept of hospital services so that it aims to preserve the hospital market and consumers. This research intends to find out the analysis of implementation of the healing architecture design to the rate of outpatient return visits at the MMC Hospital Jakarta, as a response to market and hospital consumers' care for the concept of hospital services that are continuously being updated. This study uses a quantitative method with a non-experimental design. Univariate analysis showed that respondents were quite satisfied with their experiences at MMC Jakarta Hospital, while bivariate analysis showed that there was a relationship between the healing architecture factor and outpatient service quality, the healing architecture factor and outpatient satisfaction, and the healing architecture factor and the trust of outpatients at the Jakarta MMC Hospital which are strong, significant, and unidirectional, indicated by the relationship rate at 0,707; 0,727; dan 0,715. Then even in a multivariate manner, the three factors of service quality, customer satisfaction, and customer trust simultaneously influence the level of returning visits of outpatients at MMC Hospital Jakarta. Therefore, the existence of a healing architecture design in the hospital has an impact on the rate of outpatient returning visits at the MMC Jakarta Hospital, which is indicated by the presence of each increasing the level factor of service quality, customer satisfaction, and customer trust which has been influenced by the presence of a healing architecture design that increase the patient's interest in repeat visits by 0.036; 0.056; 0.023 for every one factor increase.
Acintya Wika Sitakusuma-TesisFKM-Full Text-2024.pdf ::