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Afrimelda Syafarudin; Pembimbing: Dumilah Ayuningtyas; Penguji: Wahyu Sulistiadi, Vetty Yulianty Permanasari, Adrian Masno, Duror En Nasik
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Jumlah kunjungan ulang pasien di Poliklinik Graha Eksekutif RSMH sebelum dan saat masa pandemi COVID-19 belum mencapai target 90% pada tahun 2019, 2020 dan 2021. RSMH perlu mencari tahu apa harapan pasien dengan melakukan pemasaran efektif dan optimal dalam upaya meningkatkan minat kunjungan ulang pasien melalui konsep bauran pemasaran. Bauran Pemasaran adalah kumpulan alat pemasaran untuk mempengaruhi permintaan produknya. Penelitian bertujuan mengetahui hubungan dan pengaruh bauran pemasaran 7P meliputi: produk (product), harga/tarif (price),tempat (place), promosi (promotion), profesional (professional), karyawan (people), kekuatan pemerintah (power) dengan minat kunjungan ulang pasien, serta penyusunan rekomendasi alternatif strategi pemasaran yang tepat. Penelitian dilaksanakan di Poliklinik Graha Eksekutif RSMH dengan mix methode. Metode pengumpulan data kuesioner terhadap 215 responden selama tiga (3) bulan, wawancara terhadap 5 informan selama dua (2) bulan, FGD, dan telaah dokumen. Hasil penelitian kuantitatif didapatkan seluruh variabel 7P berhubungan dengan minat kunjungan ulang, variabel signifikan berpengaruh yaitu variabel harga/tarif, karyawan, promosi, kekuatan pemerintah dan yang paling dominan berpengaruh yaitu variabel tarif. Hasil penelitian kualitatif didapatkan rekomendasi alternatif strategi pemasaran jangka pendek >1 tahun meliputi : pelatihan public speaking dan service excellent, pengembangan SDM Unggul, memperluas nettworking untuk promosi, digitisasi tenaga kesehatan, promosi rutin, perbaikan interior eksterior, PKS pihak potensial, paket potongan 10%, diskon administrasi 50% dan mengoptimalkan Daftarinaja, telemedicine, Sijo, Sijadok dan jangka menengah >5 tahun meliputi : revisi tarif, penempatan karyawan right man on the right place, kebijakan remunerasi, pembuatan kios, menciptakan aplikasi RSMHClub, membuka brand produk, penerapan company branding, dan melakukan seminar pengampuan.
The number of revisits patients in Executive Hall Polyclinic of the RSMH Palembang prior to and during COVID19 pandemic had not reached the designated target of 90% in 2019, 2020, and 2021. The RSMH needs to identify expectations from the patients by undertaking effective through the concept of mixed marketing. Mixed marketing is a set of marketing tools to influence demands toward a product. This research intended to acknowledge the relationships and influences from Mixed Marketing which the 7P; price; place; promotion; professionalism; people (staffing) and power government, toward revisiting interests among patients, and accordingly the composing of proper alternative marketing strategy for recommendation. The research was undertaken within Executive Hall Polyclinic of the RSMH Palembang by way of mixed methods comprising the method of questionnaire data gathering from 215 respondents within 3 (three) months; interviewing of five informants for 2 (two) months, FGD and literature review. Quantitative results from the research yielded that throughout all the 7P variables related to revisiting interests, the most significantly-influencing variables are pricing; people; promotion, and the power of government, whereas the most dominant variable is pricing. While qualitative results from research yielded a short term alternative marketing strategy for recommendation within the time span >1 year, namely public speaking and service excellence trainings; development of superior human resources, expansion of networking for promotion; digitalization of health workers; routine promotions; enhancements of interiors and exteriors; PKS of potential; 10% discount packages; 50% discount; along with optimization of the applications Daftarinaja; telemedicine; Sijo and Sijadok. For the medium term of >5 years the recommendations obtained are tariff revision; ?right man on the right place ?staffing; remunerative policies; establishments of kiosks; creation of the RSMHClub app; setting up product branding; applying company branding and the organizing of remedial seminars.
B-2317
Depok : FKM-UI, 2023
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Mutia Muliawati; Pembimbing: Pujiyanto; Penguji: Wahyu Sulistiadi, Dumilah Ayuningtyas, Eva Minerva, Indri Ansyori
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Kunjungan Pasien di RSU Sriwijaya Palembang belum mencapai target kunjungan. RSU Sriwijaya Palembang adalah RS Swasta Tipe C perkembangan dari RS Khusus Mata dengan nama Sriwijaya Eye Center, dengan branding yang telah dikenal masyarakat sebagai Eye Center, mayoritas pasien yang berkunjung masih didominasi pasien mata, hal ini juga membuat kunjungan di poliklinik spesialis lain sangat kurang, diharapkan dengan penerapan bauran pemasaran atau marketing mix yang tepat dapat meningkatkan angka kunjungan pasien rawat jalan di poliklinik spesialis RSU Sriwijaya. Bauran pemasaran dalam penelitian ini dengan 7 P yaitu: product, price, place, promotion, people, process dan physical evidence. Tujuan penelitian ini adalah menganalisis hubungan antara bauran pemasaran dengan minat layanan ulang ke poliklinik spesialis RSU Sriwijaya Palembang. Penelitian ini dilakukan di 8 poliklinik spesialis RSU Sriwijaya Palembang dengan menggunakan metode campuran kuantitatif dan kualitatif, pada penelitian kuantitatif sampel dari pasien poliklinik spesialis berjumlah 341 sampel dan pada penelitian kualitatif sampel adalah informan dari management berjumlah 4 sampel. Instrumen pada penelitian kuantitatif dengan menggunakan kuisioner dan instrumen pada penelitian kualitatif dengan daftar pertanyaan. Hasil penelitian ini membuktikan adanya hubungan yang signifikan antara bauran pemasaran process, place, promotion dan product terhadap minat kunjungan ulang secara berurutan elemen bauran pemasaran yang memiliki hubungan dengan minat kunjungan ulang pasien poliklinik spesialis RSU Sriwijaya adalah process, place, promotion dan product. Kata kunci: Bauran Pemasaran, Minat Kunjungan Ulang, Rumah Sakit
Patient visits at RSU Sriwijaya Palembang have not reached the visiting target. RSU Sriwijaya Palembang is a Type C Private Hospital. That is the development of the Sriwijaya Eye Center under the name Sriwijaya Eye Center, with a branding that has been known to the public as Eye Center, the majority of patients who visit are still dominated by eye patients, this also makes visits at other specialist polyclinics very lacking. It is hoped that the application of the mix marketing can increase the number of outpatient visits at the specialist polyclinic of RSU Sriwijaya. The mix marketing in this study used the 7 Ps, namely: product, price, place, promotion, people, process, and physical evidence. The purpose of this study was to analyze the relationship between the mix marketing and the interest in repeat services to the specialist polyclinic of RSU Sriwijaya Palembang. This research was conducted in 8 specialist polyclinics of RSU Sriwijaya Palembang and also using a mix of quantitative and qualitative methods, in quantitative research the samples from specialist polyclinic patients totaling 341 samples and in qualitative research, the samples were informants from management totaling 4 samples. Instruments in quantitative research using questionnaires and instruments in qualitative research with a list of questions. The results of this study proved that there was a significant relationship between the mix marketing of process, place, promotion, and product on the interest in repeat visits in sequence. The elements of the mix marketing that have a relationship with the interest of repeat visits to specialist polyclinic patients at Sriwijaya Hospital were process, place, promotion, and product. Key Word: Mix Marketing, The Interest Of Patients Visiting, Hospital
B-2278
Depok : FKM-UI, 2022
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Brenda Carolinsia; Pembimbing: Dumilah Ayuningtyas; Penguji: Wahyu Sulistiadi, Puput Oktamianti, Angga Pradian, Yessy Wirani
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Salah satu dampak dari pandemi COVID-19 adalah penurunan jumlah angka kunjungan pasien di rumah sakit. Hal ini akan menyebabkan terjadinya penurunan pendapatan bagi sakit. Di sisi lain, mutu pelayanan yang diselenggarakan oleh rumah sakit dapat memengaruhi persepsi pasien akan pelayanan rumah sakit, dan pada akhirnya dapat mempengaruhi minat pasien untuk melakukan kunjungan ulang ke rumah sakit tersebut. Populasi pada penelitian ini adalah rata-rata jumlah kunjungan ulang pasien rawat jalan di Poliklinik RS Santo Antonio Baturaja periode Januari-Juni 2021 yaitu sebanyak 724 orang dan sampel sebanyak 270 responden. Penelitian ini merupakan penelitian kuantitatif dengan menggunakan cross-sectional, uji statistik menggunakan uji Chi Square. Untuk analisis multivariat menggunakan analisis regresi logistik berganda. Hasil penelitian menunjukkan ada hubungan antara dimensi tangible (P Value = 0,000, IK95% = 11,467-469,81), reliability (P Value = 0,006, IK95% = 4,561-231,59), responsiveness (P Value = 0,000, IK95% = 7,155-258,41), emphaty (P Value = 0,014, IK95%=2,869-117,45) dan assurance (P Value = 0,000, IK95%=8,320-322,49) dengan minat kunjungan ulang pasien rawat jalan di poliklinik RS Santo Antonio Baturaja pada masa pandemi COVID-19. Dimensi yang paling dominan adalah tangible (P Value = 0,001). Mayoritas persepsi responden sudah baik tentang mutu pelayanan kesehatan di Poliklinik Spesialis RS Santo Antonio pada masa Pandemi COVID-19. Namun, ada respons negatif pada dimensi Tangible terkait sterilitas, kelengkapan alat medis serta kebersihan kamar mandi pasien. Respons negatif pada dimensi Reliability berupa keluhan terhadap alur proses pendaftaran, ketepatan waktu mulai praktik dokter dan waktu tunggu pelayanan. Sehingga, rumah sakit perlu meningkatkan promosi pendaftaran rawat jalan secara Online, penambahan loket pendaftaran, menambah nurse station, dan mengupayakan peningkatan kepatuhan waktu mulai pelayanan spesialis oleh dokter spesialis melalui pemberian Reward and Punishment sebagai strategi jangka pendek untuk meningkatkan minat kunjungan ulang. Adapun strategi jangka panjang berupa program kerjasama rujukan dengan FKTP dan penambahan Poliklinik Geriatri.
One of the impact of the COVID-19 pandemic is the decrease in hospital patient visit. This will in turn decrease the hospital?s income. On the other hand, the quality of the hospital services may affect the patient?s perception on the hospital?s quality of service, which will eventually affect the patient?s intent to revisit the hospital. This study aims to analyze the correlation between hospital service quality on outpatients? intent to revisit the specialist polyclinic of Santo Antonio Hospital Baturaja. The population was the average number of outpatients revisiting the specialist polyclinic of Santo Antonio Hospital Baturaja for the January-June 2021 period, namely 724 patients. The number of samples were 270 respondents. This is a quantitative study using a cross-sectional design, with statistical tests using the Chi Square test. For multivariate is using multiple logistic regression analysis. The results showed that there was a relationship between tangible (P Value = 0.000, CI95% = 11.467-469.814), reliability (P Value = 0.006, CI95% = 4.561-231.590), responsiveness (P Value = 0.000, CI95% = 7.155- 258,411), empathy (P Value = 0.014, CI95%=2,869-117,453) and assurance (P Value = 0,000, CI95%=8,320-322,492) with the intent to revisit outpatient in Specialist Polyclinic of Santo Antonio Hospital during the COVID-19 Pandemic. The most dominant dimension is tangible (P Value = 0.001). The majority of respondents had a good perception of the quality of hospital services. However, there was negative responses on the Tangible dimension related to the sterility and completeness of medical devices in the examination room and the patient's bathroom. Negative responses on the Reliability dimension related to registration process, the timeliness of starting doctor practice and the waiting time for services. Hospitals need to make improvements to improve quality of hospital services. Thus, hospital need to increase the promotion of online registration, add registration counters, add nurse stations, and give specialist doctors rewards/punishment as a short-term strategy to increase outpatients? intent to revisit. The long-term strategy is in the form of a referral collaboration program with general practitioners and the addition of a Geriatric Polyclinic.
B-2318
Depok : FKM-UI, 2023
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Ayudewi Komala Indriastuti; Pembimbing: Helen Andriani; Penguji: Wachyu Sulistiadi, Andi Supriatna, Novalino
Abstrak:
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Latar Belakang: Menghadapi persaingan usaha di bidang kesehatan harus mampu menyiapkan strategi yang tepat untuk menarik minat pasien, Salah satu strategi yang sering digunakan dalam memasarkan barang/jasa pelayanan kesehatan adalah marketing mix. RSGM Unjani merupakan Rumah Sakit Gigi dan Mulut satu-satunya di Cimahi yang dalam implementasinya untuk menarik jumlah kunjungan pasien membutuhkan evaluasi dan membuat strategi yang tepat. Tujuan : Penelitian ini bertujuan untuk mengetahui hubungan antara factor-faktor bauran pemasaran terhadap minat kunjungan ulang pasien RSGM Unjani Cimahi. Metode : Data Primer diperoleh dari pengisian kuesioner online oleh 124 orang pengunjung rumah sakit. Elemen-elemen bauran pemasaran yang dinilai yaitu product, price, people, process, physical evidence, place,promotion serta Minat Kunjungan Ulang. Hasil : Hasil analisis bivariat menunjukkan adanya hubungan antara ketujuh variabel bauran pemasaran dengan minat kunjungan ulang RSGM Unjani. Berdasarkan hasil analisis multivariat variabel Promotion (B= 0,324) dan Physical Evidence (B=0,285) merupakan variabel yang paling dominan berhubungan dengan kunjungan ulang. Kesimpulan : Faktor bauran pemasaran yang berkorelasi kuat terhadap minat kunjungan ulang dipertahankan dan ditingkatkan serta untuk faktor lain yang masih berkorelasi sedang dapat dievaluasi sehingga RSGM Unjani mampu melakukan penerapan strategi yang optimal pada ketujuh elemen bauran pemasaran dan dapat meningkatkan minat kunjungan ulang pasien ke RSGM Unjani Cimahi.
Context: Given the intense competition in the health sector, we must devise an effective strategy to pique patients' interest. The marketing mix is a frequently employed approach to promoting healthcare services. RSGM Unjani, the sole dental and oral facility in Cimahi, needs evaluation and the development of an appropriate strategy to increase the volume of patient visits. Objective: This research aims to examine the correlation between various marketing mix elements and patients' inclination to return to RSGM Unjani Cimahi. Methods: The data collection method involved the administration of online questionnaires to a sample of 124 patients. The marketing mix elements evaluate the sort of product, price, people, process, physical evidence, place, promotion, and repeat visit interest. Findings: The bivariate analysis reveals a significant correlation between patrons' interest in revisiting RSGM Unjani and the seven marketing mix variables. The variables promotion (B = 0.324) and tangible evidence (B = 0.285) are the most significantly associated with repeat visits, according to the results of the multivariate analysis. In conclusion, RSGM Unjani can enhance patient interest in repeat visits by focusing on marketing mix factors that strongly correlate with this interest, such as maintaining and increasing them. Additionally, RSGM Unjani can evaluate other factors with a moderate correlation and implement optimal strategies for all seven elements of the marketing mix to increase patient interest in repeat visits further.
B-2421
Depok : FKM-UI, 2024
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Defiardi; Pembimbing: Sandi Iljanto
B-729
Depok : FKM-UI, 2003
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Ni Ketut Agustiani; Pembimbing: Wahyu Sulistiadi; Penguji: Purnawan Junadi, Meike Savitri, Yuli Prapancha Satar; Amila Megraini
Abstrak:
Pendekatan customer-centric adalah strategi fokus kepada pelanggan, sedangkan bauran pemasaran SAVE (solutions, access, value, dan education) dengan konsep pendekatan perilaku pelanggan secara spesifik oleh karena globalisasi, informasi teknologi yang terus meningkat dan peningkatan harapan pelanggan yang multidimensi. Studi ini untuk mengetahui pengaruh bauran model SAVE terhadap strategi customer-centric dengan menggunakan pendekatan kuantitatif dan metode cross-sectional serta jumlah sampel 96 orang. Hasil penelitian menunjukkan bahwa mutu pelayanan sebagai bagian dari value, diharapkan memberikan pelayanan dokter tepat waktu, pelayanan obat dan pemeriksaan penunjang yang cepat. Informasi digital muncul sebagai bagian dari bauran education yang paling berpengaruh terhadap strategi customer-centric. Penggunaan media sosial sebagai penyedia informasi ekspresif terhadap pasien dapat membantu sistem pemasaran Poliklinik Eksekutif RS Hermina Depok.
Kata kunci : solutions, access, value, education, customer-centric
Customer-centric approach is meant to focus on the customers, meanwhile SAVE (solutions, access, value, education) marketing mix is concept marketing mix modeling that is able to accommodate specific customer behavior because globalization, information technology and multi-dimensional customer expectations. This study aims to determine the influence of save marketing mix against customer-centric strategy used quantitative approach and cross-sectional method with a sample of 96 people. The results showed that the quality of service as part of the value, is expected to provide timely medical services, drug services and rapid additional examination. Digital information emerges as part of the most influential education mix for customer-centric strategy. The use of social media as a provider of expressive information to patients can help the marketing system of Executive Polyclinic RS Hermina Depok.
Key words: solutions, access, value, education, customer-centric
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Kata kunci : solutions, access, value, education, customer-centric
Customer-centric approach is meant to focus on the customers, meanwhile SAVE (solutions, access, value, education) marketing mix is concept marketing mix modeling that is able to accommodate specific customer behavior because globalization, information technology and multi-dimensional customer expectations. This study aims to determine the influence of save marketing mix against customer-centric strategy used quantitative approach and cross-sectional method with a sample of 96 people. The results showed that the quality of service as part of the value, is expected to provide timely medical services, drug services and rapid additional examination. Digital information emerges as part of the most influential education mix for customer-centric strategy. The use of social media as a provider of expressive information to patients can help the marketing system of Executive Polyclinic RS Hermina Depok.
Key words: solutions, access, value, education, customer-centric
B-1864
Depok : FKM UI, 2017
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Yuli Susanti; Pembimbing: Sandi Iljanto; Penguji: Amal Chalik Sjaaf; Tabrani Kasbir
S-6082
Depok : FKM UI, 2010
S1 - Skripsi Pusat Informasi Kesehatan Masyarakat
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Juharma Zanira; Pembimbing: Anhari Achadi; Penguji: Wachyu Sulistiadi, Pujiyanto, Yuli Prapanca Satar, Siti Sarah Agustini
Abstrak:
Penelitian yang dilakukan di poliklinik RS Kartika Husada Setu ini membahas hubungan persepsi tentang bauran pemasaran dengan kepuasan dan word of mouth pada pasien umum , yang dinilai penulis penting dilakukan untuk acuan rumah sakit dalam menetapkan strategi pemasaran. Penelitian dilakukan dengan disain kuantitatif, metode survei dan pendekatan crossectional. Berdasarkan hasil penelitian diketahui mayoritas persepsi pasien tentang product baik sebesar (64,2%) ,persepsi pasien tentang price kurang baik sebesar (58,8%) , persepsi pasien tentang place baik sebesar (60,1%), persepsi pasien tentang promotion baik sebesar (54,7%), persepsi pasien tentang people baik sebesar (56,8%), persepsi pasien tentang physical evidence baik sebesar (62,2%), persepsi pasien tentang process baik sebesar (55,4%), pasien yang puas sebesar (58,8%) dan pasien melakukan word of mouth sebesar (56,1%). Hasil penelitian menunjukkan ada hubungan antara persepsi pasien tentang product (p=0,604), place (p=0,016), people (p=0,019), physical evidence (p=0,042) dengan kepuasan pasien dan tidak ada hubungan antara price (p=0,528), promotion (p=0,225), dan process (p=0,202) dengan kepuasan pasien. Hasil penelitian juga menunjukkan ada hubungan antara kepuasan pasien dan word of mouth (p=0,044). Hasil penelitan menunjukkan physical evidence memiliki hubungan paling kuat dengan kepuasan pasien (p=0,048). RS Kartika Husada Setu perlu memperhatikan aspek bauran pemasaran product, place, people, dan terutama physical evidence. Kata kunci: Persepsi, Bauran Pemasaran, Kepuasan Pasien, Word of Mouth Research conducted in polyclinic RS Kartika Husada Setu discusses the relationship of perception about the marketing mix with satisfaction and word of mouth in general patients, which assessed the author is important for hospital reference in setting marketing strategy. The research was conducted by quantitative design, survey method and cross-sectional approach. Based on the result of the research, it is known that the majority of patient perception about good product is (64,2%), patient perception about price less good (58,8%), patient perception about good place (60,1%), patient perception about promotion good (54,7%), patient perception about good people (56,8%), patient perception about physical evidence either (62,2%), patient perception about good process (55,4%), patient Satisfied (58,8%) and patient do word of mouth (56,1%). The result showed that there was correlation between patient perception about product (p = 0,604), place (p = 0,016), people (p = 0,019), physical evidence (p = 0,042) with patient satisfaction and no relation between price (p = 0,528 ), Promotion (p = 0,225), and process (p = 0,202) with patient satisfaction. The results also showed there was a relationship between patient satisfaction and word of mouth (p = 0.044). The results showed physical evidence had the strongest relationship with patient satisfaction (p = 0.048). RS Kartika Husada Setu needs to pay attention to the marketing mix of product, place, people, and especially physical evidence Keywords: Perception, Marketing Mix, Patient Satisfaction, Word of Mouth
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B-1892
Depok : FKM-UI, 2017
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Muhammad Tsany Saadi; Pembimbing: Purnawan Junadi; Penguji: Adang Bachtiar, Masyitoh, Friana Asmely, Sandry Tri Sumarni
Abstrak:
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Pertumbuhan rumah sakit yang pesat dalam beberapa tahun terakhir menyebabkan semakin ketatnya persaingan antar rumah sakit. Oleh karena itu, rumah sakit perlu bertahan dan memiliki keunggulan kompetitif, salah satunya adalah dengan memenuhi ekspektasi pelanggan dengan menyediakan pelayanan kesehatan yang berkualitas, sehingga dapat mengarah pada terjadinya kunjungan berulang. Tesis ini membahas faktor-faktor yang berhubungan dengan minat kunjungan ulang pasien rawat jalan di RS Rawa Lumbu melalui pendekatan kuantitatif analitik observasional menggunakan uji statistik PLS-SEM, serta menggunakan consensus decision making group untuk memformulasikan strategi berbasis bukti untuk meningkatkan kunjungan ulang pasien rawat jalan. Hasil dari penilitian ini menunjukkan tingkat kepuasan pasien mencapai 98%, dengan dimensi SERVQUAL tangible dan reliability paling memengaruhi kepuasan. Analisis Theory of Planned Behavior (TPB) menunjukkan bahwa perceived behavioral control memiliki pengaruh terbesar terhadap minat kunjungan ulang, diikuti oleh attitude dan subjective norm. Kepuasan berkontribusi signifikan pada word of mouth positif dan skor Net Promoter Scale (NPS), meskipun tidak berhubungan langsung dengan minat kunjungan ulang. Akses menunjukkan pengaruh tidak langsung melalui perceived behavioral control. Penelitian ini merekomendasikan fokus pada peningkatan kepuasan di dimensi tangible dan reliability seperti modernisasi fasilitas rumah sakit, peningkatan kebersihan, serta reduksi waktu tunggu layanan dan waktu tunggu obat. Perbaikan layanan melalui konstruk TPB terutama pada penguatan konstruk perceived behavioral control seperti sistem penjadwalan pasien yang optimal, konstruk attitude melalui pemberian pelayanan yang berkualitas dan berkesan, dan subjective norm melalui peningkatan WOM positif untuk meningkatkan minat kunjungan ulang pasien.
The rapid growth of hospitals in recent years has led to increasingly intense competition among healthcare facilities. Consequently, hospitals need to sustain themselves and achieve competitive advantages, one of which is by meeting customer expectations through the provision of high-quality healthcare services, thereby increasing repeat visits. This thesis examines the factors associated with outpatient repeat visit intentions at RS Rawa Lumbu using a quantitative, observational-analytic approach with PLS-SEM statistical testing, complemented by a consensus decision-making group to formulate evidence-based strategies to increase outpatient repeat visits. The study's findings reveal a patient satisfaction level of 98%, with the SERVQUAL dimensions of tangible and reliability having the most significant impact on satisfaction. The Theory of Planned Behavior (TPB) analysis indicates that perceived behavioral control exerts the greatest influence on repeat visit intentions, followed by attitude and subjective norm. Satisfaction contributes significantly to positive word of mouth and the Net Promoter Score (NPS) but is not directly related to repeat visit intentions. Access demonstrates an indirect effect through perceived behavioral control. This research recommends focusing on improving satisfaction in the tangible and reliability dimensions, such as modernizing hospital facilities, increasing cleanliness, and reducing service and medication waiting times. Service improvements through TPB constructs should prioritize strengthening perceived behavioral control, such as implementing an optimal patient scheduling system; enhancing attitude through the provision of high-quality and memorable services; and improving subjective norm through increased positive word of mouth to boost outpatient repeat visit intentions.
B-2499
Depok : FKM UI, 2025
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Febi Lenita; Pembimbing: Sandi Iljanto; Penguji: Wahyu Sulistiadi, Moh. Baharuddin, Amila Megraini
Abstrak:
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ABSTRAK Tesis ini bertujuan menganalisis hubungan bauran promosi (word of mouth dan non word of mouth) dengan pengetahuan pasien terkait pelayanan di poliklinik RSIA Budi Kemuliaan. Adapun variabel confounding karakteristik pasien (usia, pendidikan, pekerjaan, penghasilan) juga dianalisis hubungannya dengan pengetahuan tersebut. Jenis penelitian adalah penelitian kuantitatif dengan pendekatan cross sectional. Sampel penelitian terdiri dari 100 responden yang mewakili poliklinik pelayanan berjenjang lantai 2, pelayanan pribadi lantai 3 pagi, dan sore. Hasil penelitian menunjukkan bahwa tidak ada hubungan antara bauran promosi dengan pengetahuan pasien sehingga tidak efektif promosi yang dilakukan terhadap pengetahuan pasien. Hanya variabel confounding pendidikan yang berpengaruh terhadap pengetahuan pasien.
ABSTRACT The aim of this study is to analyze the correlation between promotion mix (word of mouth and non word of mouth) with knowledge related to patient services at polyclinic RSIA Budi Kemuliaan. The confounding variables of patient characteristics (age, education, occupation, income) were also analyzed to do with that knowledge. This type of study is a quantitative study with cross sectional approach. Sample consisted of 100 respondents representing polyclinic 2nd floor, 3rd floor in the morning, and afternoon. The results showed that there was no correlation between patient’s knowledge of the promotion mix with so promotion in polyclinic not efective for patient's knowledge. Only education confounding variables that influence the patient's knowledge.
B-1487
Depok : FKM UI, 2013
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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