Ditemukan 3 dokumen yang sesuai dengan query :: Simpan CSV
Kadek Sri Mulya Wati; Pembimbing: Adang Bachtiar; Penguji: Dumilah Ayuningtyas, Sumijatun, iwan Turniawan, Puput Oktamianti
Abstrak:
Kepuasan pelanggan menjadi aspek yang sangat penting sehingga harus dikeloladengan baik. Rendahnya kepuasan dalam suatu proses layanan rumah sakit dapatberdampak tidak terselesaikannya pembayaran oleh pasien (minggat), yang berimbaspada pasien tidak akan datang kembali atau terjadi kehilangan pelanggan. Beberapamasalah yang masih sering dikeluhkan oleh pasien adalah lamanya waktu tunggu.Waktu tunggu dicari dengan melakukan pengamatan terhadap pasien yang melakukanproses pelayanan di rawat jalan, kemudian diukur kepuasannya, dan ditanyakan pulamengenai niat kunjugan ulangnya. Disimpulkan bahwa waktu tunggu pelayananrawat jalan rata-rata masih diatas standar yang ditetapkan dan adanya hubungansignifikan antara kepuasan dan niat kunjungan ulang.Kata Kunci: minggat, waktu tunggu, kepuasan pelanggan, niat kunjungan ulang
Customer satisfaction become a very important aspect so that it must be managed bywell, because it is as promotion media for hospitals (mouth to mouth).Dissatisfaction in the process of hospital services have affect on do not completion ofthe payment by the patient who run away, that it will have impact on patients will notcome back or losing customers. Some problems was still frequently complained bythe patient is the waiting time is too long. The waiting time was analyzed by observeon the patients who was undergoing outpatient services, and then measured theirsatisfaction, and also asked about their intentions to re-visit. It can be concluded thatthe waiting time was still above average standards and there is significant correlationbetween satisfaction and re-visit intentions .Keywords: run away, waiting time, customer satisfaction, re-visit intention
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Customer satisfaction become a very important aspect so that it must be managed bywell, because it is as promotion media for hospitals (mouth to mouth).Dissatisfaction in the process of hospital services have affect on do not completion ofthe payment by the patient who run away, that it will have impact on patients will notcome back or losing customers. Some problems was still frequently complained bythe patient is the waiting time is too long. The waiting time was analyzed by observeon the patients who was undergoing outpatient services, and then measured theirsatisfaction, and also asked about their intentions to re-visit. It can be concluded thatthe waiting time was still above average standards and there is significant correlationbetween satisfaction and re-visit intentions .Keywords: run away, waiting time, customer satisfaction, re-visit intention
B-1614
Depok : FKM-UI, 2014
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Nasriah Damayanthie; Pembimbing: Dian Ayubi; Penguji: Wachyu Sulistiadi, Ratu Ayu Dewi Sartika, Yuli Astuti Saripawan, Menuk Riah Juliati
Abstrak:
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Niat kunjungan ulang pasien ke rumah sakit yang menyelenggarakan kelas rawat inap standar merupakan hal yang penting karena menunjukkan bahwa pasien merasa puas dengan pelayanan kesehatan yang diberikan dan mempertimbangkan untuk menggunakan kembali layanan kesehatan yang sama di masa depan. Niat kunjungan ulang pasien juga dapat meningkatkan loyalitas pasien terhadap rumah sakit dan dapat memperkuat citra rumah sakit. Rumah Sakit Umum Pusat Surakarta merupakan salah satu dari 14 Rumah sakit yang ditetapkan sebagai Rumah Sakit Penyelenggara Uji Coba Kelas Rawat Inap Standar (KRIS). Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas layanan rawat inap, kepuasan dan citra terhadap niat kunjungan ulang pasien kelas rawat inap standar RSUP Surakarta. Penelitian ini adalah penelitian kuantitatif dengan desain studi cross-sectional. Pengolahan data menggunakan SPSS dan SEM PLS (Structured Equation Model Partial Least Square). Hasil penelitian ini menunjukkan kualitas layanan memiliki hubungan terhadap niat kunjungan ulang (p-value: 0.029), kualitas layanan ditemukan memiliki hubungan dengan kepuasan (p-value: 0.005), kualitas layanan ditemukan memiliki hubungan dengan citra (p-value: 0.005), kepuasan ditemukan memiliki hubungan dengan citra (p-value: 0.005), kepuasan ditemukan tidak memiliki hubungan dengan niat kunjungan ulang (p-value: 0.098), citra ditemukan memiliki hubungan dengan niat kunjungan ulang (p-value: 0.004), kualitas layanan ditemukan memiliki hubungan dengan niat kunjungan ulang melalui citra (p-value: 0.027), kepuasan ditemukan memiliki hubungan dengan niat kunjungan ulang melalui citra (p-value: 0.008) dan kualitas layanan tidak memiliki hubungan dengan niat kunjungan ulang melalui kepuasan (p-value: 0.117).
The patient's revisit intention to a hospital that provides standard inpatient classes is important because it shows that the patient is satisfied with the health services provided and is considering using the same health services again in the future. The patient's revisit intention can also increase patient loyalty to the hospital and can strengthen the hospital's image. Rumah Sakit Umum Pusat Surakarta is one of 14 hospitals designated as a Hospital Organizing the Standard Inpatient Class (KRIS) Trial. This study aims to determine the relationship between the quality of inpatient services, satisfaction and image on the revisit intention standard inpatient class patients at RSUP Surakarta. This research is a quantitative research with a cross-sectional study design. Data processing uses SPSS and SEM PLS (Structured Equation Model Partial Least Square). The results of this research show that service quality has a relationship with intention to revisit (p-value: 0.029), service quality was found to have a relationship with satisfaction (p-value: 0.005), service quality was found to have a relationship with image (p-value: 0.005), satisfaction was found to have a relationship with image (p-value: 0.005), satisfaction was found to have no relationship with revisit intention (p-value: 0.098), image was found to have a relationship with revisit intention (p-value: 0.004), service quality was found has a relationship with revisit intention through image (p-value: 0.027), satisfaction is found to have a relationship with revisit intention through image (p-value: 0.008) and service quality has no relationship with revisit intention through satisfaction (p-value : 0.117).
T-6873
Depok : FKM-UI, 2024
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Mega Denada Aldila; Pembimbing: Wachyu Sulistiadi; Penguji: Ede Surya Darmawan, Jaslis Ilyas, Inneke Cahyani, Novalino
Abstrak:
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Rumah sakit pendidikan menghadapi tantangan dalam membangun niat kunjungan ulang pasien yang berkelanjutan, mengingat karakteristik layanan yang melibatkan proses pendidikan klinik serta tingginya ekspektasi pasien terhadap mutu dan keamanan pelayanan. Di tengah berkembangnya pemanfaatan komunikasi digital sebagai bagian dari manajemen pengalaman pasien, efektivitas digital storytelling dalam membentuk persepsi dan perilaku pasien masih menunjukkan hasil yang belum konsisten secara empiris. Penelitian ini bertujuan untuk menganalisis hubungan digital storytelling, kualitas pelayanan, brand image, dan kepuasan pasien terhadap niat kunjungan ulang pada pasien rawat jalan Rumah Sakit Gigi dan Mulut Pendidikan Universitas Jenderal Soedirman. Penelitian ini menggunakan pendekatan kuantitatif dengan desain cross- sectional terhadap 115 responden. Analisis data dilakukan menggunakan Partial Least Squares–Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh signifikan dan dominan terhadap brand image, kepuasan pasien, serta niat kunjungan ulang. Brand image dan kepuasan pasien juga berpengaruh positif signifikan terhadap niat kunjungan ulang dan berperan sebagai mediator dalam hubungan antara kualitas pelayanan dan niat berkunjung kembali. Sebaliknya, digital storytelling belum menunjukkan pengaruh langsung yang signifikan terhadap brand image, kepuasan pasien, maupun niat kunjungan ulang dalam konteks penelitian ini. Meskipun demikian, pola respons responden mengindikasikan penerimaan yang relatif positif terhadap elemen naratif digital, sehingga menunjukkan potensi strategis apabila digital storytelling dikembangkan secara lebih konsisten, relevan secara klinis, dan terintegrasi dengan proses pelayanan.Temuan ini menegaskan bahwa kualitas pelayanan merupakan faktor utama dalam pembentukan niat kunjungan ulang pada rumah sakit gigi dan mulut pendidikan, sementara digital storytelling memerlukan penguatan desain dan implementasi agar dapat berkontribusi secara bermakna terhadap pembentukan persepsi dan keputusan pasien. Kata kunci : Strategi kualitas pelayanan, mediasi brand image, niat kunjungan ulang bertahap, potensi digital storytelling, rumah sakit pendidikan.
Teaching hospitals face challenges in fostering sustainable patient revisit intention due to the dual nature of services that integrate clinical education processes with high patient expectations regarding service quality and safety. Amid the growing use of digital communication as part of patient experience management, the effectiveness of digital storytelling in shaping patient perceptions and behaviors remains empirically inconsistent. This study aims to analyze the relationships among digital storytelling, service quality, brand image, and patient satisfaction in influencing revisit intention among outpatients at the Dental and Oral Teaching Hospital of Universitas Jenderal Soedirman. This research employed a quantitative cross-sectional design involving 115 respondents. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that service quality has a significant and dominant effect on brand image, patient satisfaction, and revisit intention. Brand image and patient satisfaction also demonstrate significant positive effects on revisit intention and function as mediators in the relationship between service quality and revisit intention. In contrast, digital storytelling does not show a significant direct effect on brand image, patient satisfaction, or revisit intention within the context of this study. Nevertheless, respondents’ response patterns suggest a relatively positive reception toward digital narrative elements, indicating strategic potential if digital storytelling is developed with greater consistency, clinical relevance, and integration into service delivery processes. These findings emphasize that service quality serves as the primary driver of revisit intention in dental teaching hospitals, while digital storytelling requires strengthened design and implementation to meaningfully contribute to the formation of patient perceptions and decision-making. This study provides empirical evidence to support the development of service quality improvement strategies and patient-oriented digital communication in teaching hospital settings.
Teaching hospitals face challenges in fostering sustainable patient revisit intention due to the dual nature of services that integrate clinical education processes with high patient expectations regarding service quality and safety. Amid the growing use of digital communication as part of patient experience management, the effectiveness of digital storytelling in shaping patient perceptions and behaviors remains empirically inconsistent. This study aims to analyze the relationships among digital storytelling, service quality, brand image, and patient satisfaction in influencing revisit intention among outpatients at the Dental and Oral Teaching Hospital of Universitas Jenderal Soedirman. This research employed a quantitative cross-sectional design involving 115 respondents. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that service quality has a significant and dominant effect on brand image, patient satisfaction, and revisit intention. Brand image and patient satisfaction also demonstrate significant positive effects on revisit intention and function as mediators in the relationship between service quality and revisit intention. In contrast, digital storytelling does not show a significant direct effect on brand image, patient satisfaction, or revisit intention within the context of this study. Nevertheless, respondents’ response patterns suggest a relatively positive reception toward digital narrative elements, indicating strategic potential if digital storytelling is developed with greater consistency, clinical relevance, and integration into service delivery processes. These findings emphasize that service quality serves as the primary driver of revisit intention in dental teaching hospitals, while digital storytelling requires strengthened design and implementation to meaningfully contribute to the formation of patient perceptions and decision-making. This study provides empirical evidence to support the development of service quality improvement strategies and patient-oriented digital communication in teaching hospital settings.
B-2566
Depok : FKM-UI, 2026
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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