Pengaruh Tingkat Kepuasan Pasien terhadap Customer Relationship Management dengan Kualitas Pelayanan Kesehatan sebagai Variabel Intervening di Ruang Rawat Inap Rumah Sakit Umum Daerah (RSUD) Majalengka

Alfarisi, Muhammad Daffa (2024) Pengaruh Tingkat Kepuasan Pasien terhadap Customer Relationship Management dengan Kualitas Pelayanan Kesehatan sebagai Variabel Intervening di Ruang Rawat Inap Rumah Sakit Umum Daerah (RSUD) Majalengka. Masters thesis, Universitas Tarumanagara.

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Abstract

This research was conducted to determine the influence between CRM and the quality of health services on patient satisfaction in the inpatient unit of Majalengka Regional Hospital. This research is quantitative research using a questionnaire. The research results
are explained using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The research results show that Customer Relationship Management (CRM) has a positive and insignificant effect on the level of patient satisfaction in the inpatient room at Majalengka Regional Hospital. Meanwhile, the quality of health services has a significant positive influence on patient satisfaction. These findings indicate that hospitals need to
improve CRM implementation, especially in the technology and communication aspects. Hospitals are advised to continue to concentrate and ensure that each staff carries out their role optimally.

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Dr. Cokki, S.E., M.M.
Uncontrolled Keywords:	Keywords: Customer Relationship Management, service quality, patient satisfaction, hospitals
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	03 Jun 2026 02:39
Last Modified:	03 Jun 2026 02:39
URI:	https://repository.untar.ac.id/id/eprint/49622

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