Pengaruh Kualitas Layanan, Word of Mouth, Lokasi, dan Persepsi Harga terhadap Keputusan Pasien dalam Memilih Rumah Sakit Swasta di Jakarta

Massie, Andrew Christian (2023) Pengaruh Kualitas Layanan, Word of Mouth, Lokasi, dan Persepsi Harga terhadap Keputusan Pasien dalam Memilih Rumah Sakit Swasta di Jakarta. Masters thesis, Universitas Tarumanagara.

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Abstract

As competition among hospitals intensifies to become patients' primary choice, hospitals need to understand the factors influencing patients' decisions in selecting them to gain advantages that can be utilized to enhance their ability in patient care. This study aims to analyze the impact of service quality, word of mouth, location, and price perception on patients' decisions in choosing hospitals in Jakarta. Conducted from March 2024 to May
2024, this research adopts a descriptive approach with a cross-sectional design, utilizing 32 indicators with a sample comprising individuals who have visited type B private hospitals in West Jakarta. A total of 105 respondents were collected through Google Forms and analyzed using the PLS-SEM method, encompassing inner model and outer model analyses, along with hypothesis testing using SmartPLS 4.0 software. The research findings reveal a
significant and positive influence of service quality on patients' decisions in selecting hospitals, while no significant impact is found between word of mouth, location, and price perception on hospital selection decisions.

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Dr. Keni, S.E., M.M.
Uncontrolled Keywords:	Keywords: Service Quality, Word of Mouth, Location, Price Perception, Hospital Selection Decision
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	10 Jun 2026 04:08
Last Modified:	10 Jun 2026 04:08
URI:	https://repository.untar.ac.id/id/eprint/49838

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