Pengaruh dari reliability, responsiveness, empathy, assurance dan tangibility terhadap kepuasan pasien di rumah sakit RSUD K.R.M.T. Wongsonegoro

Ursula, Ferrel Briliyant (2023) Pengaruh dari reliability, responsiveness, empathy, assurance dan tangibility terhadap kepuasan pasien di rumah sakit RSUD K.R.M.T. Wongsonegoro. Masters thesis, Universitas Tarumanagara.

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Abstract

This study aims to analyze the influence of the variables service quality, namely reliability, responsiveness, empathy, assurance, and tangibility on the patient’s satisfaction at RSUD
K.R.M.T Wongsonegoro. This research is of a descriptive nature with a cross-sectional approach, using a total of 180 patients at RSUD K.R.M.T Wongsonegoro. In this study, data analysis was conducted using the partial least square - structural equation modeling (PLSSEM) method that was carried out in three stages: outer model analysis, inner model analysis, and hypothesis testing. Based on the research findings, it was found that each dimension of service quality, namely reliability, responsiveness, empathy, assurance, and tangibility has a positive and significant impact on patient’s satisfaction at RSUD K.R.M.T Wongsonegoro. This implies that the hospital must maintain a good quality based on the
dimension of reliability, responsiveness, empathy, assurance, and tangibility as the quality that it provides will significantly affect patient’s satisfaction.

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Mohammad Agung Saryatmo, S.T., M.M., M.T., Ph.D
Uncontrolled Keywords:	Keywords: Service Quality, Patient Satisfaction
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	15 Jun 2026 08:41
Last Modified:	15 Jun 2026 08:41
URI:	https://repository.untar.ac.id/id/eprint/49986

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