FAKTOR – FAKTOR YANG MEMPENGARUHI NIAT PASIEN PINDAH KE RUMAH SAKIT LAIN

HASRIANTI, HASRIANTI (2016) FAKTOR – FAKTOR YANG MEMPENGARUHI NIAT PASIEN PINDAH KE RUMAH SAKIT LAIN. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Service quality is a key factor for a success of service industry, including a hospital as a health service provider. Hence, a hospital is required to maintain its service so that customers do not move into other hospitals. This study aims at examining dissatisfaction, disappointment, and regret on patient’s intention to transfer to other hospitals. The research population was outpatient at PKU Muhammadiyah Hospital of Surakarta. Purposive sampling technique was applied with a total of 200 respondents. Hypotheses were examined using Structural Equation Modeling (SEM). The research results indicate that regret plays significant roles in patient’s dissatisfaction, disappointment does not put a significant effect on patient’s dissatisfaction, regret does not contribute to patient’s intention to move into other hospitals, dissatisfaction plays significant roles in patient’s intention to transfer to other hospitals, and disappointment does not contribute significantly to patient’s intention to move to other hospitals. Keywords: Intention to move, dissatisfaction, disappointment, regret.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Intention to move, dissatisfaction, disappointment, regret.
Subjects: H Social Sciences > HV Social pathology. Social and public welfare
Divisions: Fakultas Ilmu Kesehatan > Prodi D4 Analis Kesehatan
Depositing User: Tifany Nur Arfiana
Date Deposited: 10 Oct 2019 08:20
Last Modified: 10 Oct 2019 08:20
URI: http://repository.setiabudi.ac.id/id/eprint/1848

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