Pengaruh Kualitas Layanan, Kepercayaan, dan Waktu Tunggu terhadap Kepuasan Pasien dan Loyalitas Pasien pada Pasien Rawat Jalan di Klinik Utama Monalisa

Sudibyo, Arvin (2024) Pengaruh Kualitas Layanan, Kepercayaan, dan Waktu Tunggu terhadap Kepuasan Pasien dan Loyalitas Pasien pada Pasien Rawat Jalan di Klinik Utama Monalisa. Masters thesis, Universitas Tarumanagara.

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Abstract

In recent years, although health facilities in Indonesia have continued to develop, many people choose to seek treatment abroad. This phenomenon reflects the perception that the quality of health services abroad is better than domestically. This indicates dissatisfaction with the quality of health services in Indonesia. This perception is a challenge for clinics to continue to
improve services in order to meet patient expectations and compete with health services from abroad. This study aims to identify factors that influence patient satisfaction and loyalty, the
results of this study are expected to provide information on efforts that can be made to improve patient satisfaction and patient loyalty by improving the quality of service, trust, and waiting
time at the clinic. Data collection in this study was using a questionnaire. Then, the data was analyzed using the Partial Least Square - Structural Equation Modeling (PLS-SEM) method and used through the SMART PLS 4 application. Data collection was carried out on 150 respondents, with a final sample of 143 respondent data that could pass the screening question and then the data processed. The results of this study indicate that service quality and waiting time have a positive and significant effect on patient satisfaction, while trust has a positive but insignificant effect. In addition, service quality and patient satisfaction have a positive and significant effect on patient loyalty, with patient satisfaction acting as a significant mediator in the relationship between service quality and patient loyalty. This confirms the importance of service quality.

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Dr. Keni, S.E., M.M.
Uncontrolled Keywords:	Keywords: Healthcare quality, Patient satisfaction, Patient loyalty, Waiting time, Trust
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	03 Jun 2026 09:17
Last Modified:	03 Jun 2026 09:17
URI:	https://repository.untar.ac.id/id/eprint/49657

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