Pengaruh Perceived Service Quality dan Perceived Waiting Time terhadap Kepuasan Pasien dan Dampaknya terhadap Intensi Berkunjung Kembali di Rumah Sakit Umum Daerah K.R.M.T Wongsonegoro

Wulandari, Dhea Asih (2023) Pengaruh Perceived Service Quality dan Perceived Waiting Time terhadap Kepuasan Pasien dan Dampaknya terhadap Intensi Berkunjung Kembali di Rumah Sakit Umum Daerah K.R.M.T Wongsonegoro. Masters thesis, Universitas Tarumanagara.

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Abstract

This study aims to analyze the influence of Perceived Service Quality and Perceived Waiting Time on Patient Satisfaction and its Impact on Return Visit Intentions at the K.R.M.T. Wongsonegoro Regional General Hospital. This type of research is descriptive with a crosssectional approach. Using 33 indicators, which if multiplied by 5 requires 165 respondents, so the total sample for this study was 184 outpatients at the K.R.M.T. Wongsonegoro Regional General Hospital. In this research, data analysis was carried out using the Partial Least Square - Structural Equation Modeling (PLS-sem) method. This research data analysis was carried out in three stages, namely: inner model analysis, inner model analysis,
and hypothesis submission. Based on the research results, it was found that perceptions of service quality had a positive and significant effect on patient satisfaction. Perceived waiting
time has a positive and significant effect on patient satisfaction. Perceived service quality can predict return visit intensity positively and significantly. Perceived waiting time has a positive and significant effect on the intensity of return visits. Patient satisfaction has a positive and significant effect on the intensity of return visits.

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Dr. Keni, S.E., M.M.
Uncontrolled Keywords:	Keywords: Perceived Service Quality, Perceived Waiting Time, Patient Satisfaction, Revisit Intention
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	15 Jun 2026 08:34
Last Modified:	15 Jun 2026 08:34
URI:	https://repository.untar.ac.id/id/eprint/49984

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