Artikel Ilmiah : C1H022025 a.n. DEWI AYU PRATIWI
| NIM | C1H022025 |
|---|---|
| Namamhs | DEWI AYU PRATIWI |
| Judul Artikel | The Effect Of Technical Quality, Functional Quality, And Hospital Image On Patient Satisfaction Mediated By Patient Experience: A Study Of Periodontics Specialist Services At Rsgmp Unsoed |
| Abstrak (Bhs. Indonesia) | Penelitian ini bertujuan untuk menganalisis pengaruh kualitas teknis, kualitas fungsional, dan citra rumah sakit terhadap kepuasan pasien dengan pengalaman pasien sebagai variabel mediasi dalam layanan spesialis periodontal di RSGMP Unsoed. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Populasi penelitian terdiri dari semua pasien yang telah menerima layanan spesialis periodontal, dengan teknik sampling purposif dan total 120 responden. Pengumpulan data dilakukan menggunakan kuesioner terstruktur berdasarkan indikator kualitas teknis, kualitas fungsional, citra rumah sakit, pengalaman pasien, dan kepuasan pasien. Data dianalisis menggunakan metode Partial Least Square–Structural Equation Modeling (PLS-SEM) dengan bantuan perangkat lunak SmartPLS untuk menguji model pengukuran dan model struktural. Hasil menunjukkan bahwa kualitas teknis, kualitas fungsional, dan citra rumah sakit memiliki pengaruh positif dan signifikan terhadap pengalaman pasien. Selain itu, pengalaman pasien juga memiliki pengaruh positif dan signifikan terhadap kepuasan pasien. Hasil uji mediasi menunjukkan bahwa pengalaman pasien mampu memediasi pengaruh kualitas teknis, kualitas fungsional, dan citra rumah sakit terhadap kepuasan pasien. Temuan ini menegaskan bahwa kepuasan pasien tidak hanya ditentukan oleh hasil klinis, tetapi juga oleh pengalaman pasien selama proses pelayanan. Oleh karena itu, rumah sakit perlu meningkatkan kualitas teknis dan fungsional layanan serta menjaga citra rumah sakit yang konsisten guna menciptakan pengalaman pasien yang positif dan secara terus-menerus meningkatkan kepuasan pasien. Kata kunci: Kualitas Teknis; Kualitas Fungsional; Citra Rumah Sakit; Pengalaman Pasien; Kepuasan Pasien |
| Abtrak (Bhs. Inggris) | This study aims to analyze the effect of technical quality, functional quality, and hospital image on patient satisfaction with patient experience as a mediating variable in periodontal specialist services at the RSGMP Unsoed. The study uses a quantitative approach with a survey method. The research population consists of all patients who have received periodontal specialist services, with purposive sampling technique and a total of 120 respondents. Data collection was conducted using a structured questionnaire based on indicators of technical quality, functional quality, hospital image, patient experience, and patient satisfaction. Data were analyzed using the Partial Least Square–Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS software to test the measurement model and structural model. The results showed that technical quality, functional quality, and hospital image had a positive and significant effect on patient experience. In addition, patient experience also had a positive and significant effect on patient satisfaction. The mediation test results showed that patient experience was able to mediate the effect of technical quality, functional quality, and hospital image on patient satisfaction. These findings confirm that patient satisfaction is not only determined by clinical outcomes, but also by patient experience during the service process. Therefore, hospitals need to improve the technical and functional quality of services and maintain a consistent hospital image in order to create a positive patient experience and continuously improve patient satisfaction. Keywords: Technical Quality; Functional Quality; Hospital Image; Patient Experience; Patient Satisfaction |
| Kata kunci | Technical Quality; Functional Quality; Hospital Image; Patient Experience; Patient Satisfaction |
| Pembimbing 1 | Prof. Dr. Suliyanto, SE., MM |
| Pembimbing 2 | |
| Pembimbing 3 | |
| Tahun | 2026 |
| Jumlah Halaman | 14 |
| Tgl. Entri | 2026-02-11 16:27:37.276789 |