Pengaruh Kualitas Pelayanan Dan Kepuasan Pasien Rawat Jalan RS. X Dengan Intensi Berkunjung Kembali

Ananda, Felisa Ayu (2024) Pengaruh Kualitas Pelayanan Dan Kepuasan Pasien Rawat Jalan RS. X Dengan Intensi Berkunjung Kembali. Masters thesis, Universitas Tarumanagara.

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Abstract

Service quality and patient satisfaction are two key factors that influence a hospital's success in retaining patients and establishing long-term relationships with them. Especially for outpatients, the patient's experience during the first visit can greatly impact the decision to return to the same hospital in the future. Outpatient satisfaction serves as an important indicator in assessing the quality of healthcare services. This study employs
a quantitative approach with a descriptive analytical method. The descriptive analysis was used to summarize and present data numerically or graphically. The analysis results show a significance value (sig) of 0.010, which is less than 0.05, and a calculated F value of 4.775, which is greater than the F table value of 3.08. Therefore, the proposed hypothesis is accepted, indicating a significant influence of the variables Service Quality (X1) and
Patient Satisfaction (X2) on Visit Intensity (Y). The findings suggest that maintaining and improving service quality and patient satisfaction is crucial for hospitals. By focusing on enhancing interactions between medical staff, efficient service, a comfortable environment, and responsiveness to patient needs, hospitals can increase patient satisfaction and visit intensity. This not only strengthens patient loyalty but also enhances the hospital's positive reputation in the community.

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Prof. Dr. Ir. Agustinus Purna Irawan, M.T., M.M., I.P.U., ASEAN Eng
Uncontrolled Keywords:	Keywords: Service Quality, Patient Satisfaction, Visit Intensity, Outpatient, Hospital
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	02 Jun 2026 08:24
Last Modified:	02 Jun 2026 08:24
URI:	https://repository.untar.ac.id/id/eprint/49584

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