Research Paper
Year: 2021 | Month: March | Volume: 8 | Issue: 3 | Pages: 36-50
Analysis of Quality Factors of Service to Patient Recommendations at Pondok Indah Bintaro Jaya Hospital
Tukhas Shilul Imaroh1, Nunie Nurida2
1Universitas Mercu Buana, Jakarta, Indonesia
2Institut Teknologi Indonesia, Serpong, Indonesia
Corresponding Author: Tukhas Shilul Imaroh
ABSTRACT
The health industry from year to year experiences continuous development, this causes competition to maintain and increase the quantity of patients becomes increasingly difficult. Pondok Indah Bintaro Jaya Hospital as one of the industries engaged in health care services feels the impact of this health care industry competition. This study aims to determine the factors that influence the quality of service (SERVQUAL) and its influence on patient recommendations at Pondok Indah Bintaro Jaya Hospital. Respondents of this study were the patients of Pondok Indah Bintaro Jaya Hospital with the number of research respondents set at 99 respondents. This research was included in the survey method, where the data collection instrument was carried out using a five-dimensional quality service questionnaire which was measured based on the patient's perceptions and expectations using a 4-point Likert scale about the overall quality of service that was felt by patients at Pondok Indah Bintaro Jaya Hospital. This study uses Partial Least Square (PLS) analysis with the help of the PLS 3.2.7 software program as an analytical tool and the sampling method uses a stratified purposive sampling. The results of this study can be seen that patients who recommend the Hospital feel satisfied with the services provided, especially in terms of Assurance and Tangibles. But overall that (Y1) Quality of Service has a positive or significant direct effect on (Y2) Recommendation of patients with a value of 0.571. This indicates that patients who seek treatment and use Pondok Indah Bintaro Jaya Hospital Services feel Satisfied with all the services that have been given and will recommend services that have been felt to others.
Keywords: SERVQUAL, Service Quality and Patient Recommendations.
[PDF Full Text]