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ITS » Master Theses » Rekayasa Kualitas S2
Posted by setiawan04@its.ac.id at 31/05/2010 09:57:29  •  4569 Views


PENGEMBANGAN MODEL ANALISIS KEPUASAN LAYANAN MEDIS MENGGUNAKAN METODE STRUCTURAL EQUATION MODELING SEM BERDASARKAN DISCONFIRMATION OF EXPECTATION DI RUMAH SAKIT UMUM HAJI SURABAYA

DEVELOPMENT OF MODEL ANALYSIS MEDICAL SERVICE SATISFACTION USING THE METHOD STRUCTURAL EQUATION MODELING UNDER DISCONFIRMATION OF EXPECTATION IN SURABAYA GENERAL HOSPITAL

Author :
M., NOVITA IRMA DIANA  ( 2507201003 )




ABSTRAK

Untuk mengevaluasi kinerja rumah sakit guna meningkatkan kualitas pelayanan maka perlu dilakukan suatu penelitian untuk mengetahui faktor-faktor yang mempengaruhi harapan pasien rawat inap di RSU Haji Surabaya berdasarkan perbandingan dengan pengalaman yang diperoleh sebelumnya. Untuk memasuki tahap tersebut maka harus melakukan proses konfirmatori dan pengujian diatas penelitian ini menggunakan metode SEM. Dalam penelitian ini data yang digunakan adalah data primer yang didapatkan melalui survey langsung terhadap pasien rawat inap di RSU Haji Surabaya. Jumlah pasien yang dijadikan responden 138 pasien. Metode analisis yang digunakan analisis deskriptif dan structural equation modelling. Berdasarkan confirmatory factor analysis CFA diketahui bahwa semua indikator membentuk unidimensionalitas. Adapun indikator-indikator yang mempunyai pengaruh terkecil dan perlu dilakukan improve adalah indikator CE2 sebesar 058 indikator TG11 sebesar 060 RL7 sebesar 059 AS4 sebesar 055 EM3 sebesar 062 CS4 sebesar 080. Berdasarkan model yang telah dihipotesa maka disconfirmation of expectation terkorelasi dengan baik yang berarti bahwa pelayanan yang diberikan oleh pihak rumah sakit memenuhi harapan pasien. Hasil analisis structural equation modeling adalah Customer Expectation CE berpengaruh secara langsung pada Perceived Quality PQ sebesar 0261 yang berarti setiap ada kenaikan Customer Expectation CE maka akan menaikkan Perceived Quality PQ sebesar 0261. Customer Expectation CE berpengaruh secara langsung pada Customer Satisfaction CS sebesar 0639 yang berarti setiap ada kenaikan Customer Expectation CE maka akan menaikkan Customer Satisfaction CS sebesar 0639. Perceived Quality PQ berpengaruh secara langsung pada Customer Satisfaction CS sebesar 0690 yang berarti setiap ada kenaikan Perceived Quality PQ maka akan menaikkan Customer Satisfaction CS sebesar 0690.


ABSTRACT

To evaluate the performance of hospitals in order to improve service quality it is necessary to do a study to determine the factors that influence patient expectations in Surabaya General Hospital based on comparisons with previous experience gained. To enter this stage it must process and testing confirmatory above this study using the SEM method. In this study the data used are primary data obtained through a direct survey of inpatients in Surabaya General Hospital. The number of patients who made 138 patient respondents. The method of analysis used descriptive analysis and structural equation modeling. Based on confirmatory factor analysis CFA note that all indicators unidimensionalitas form. The indicators have the smallest influence and needs to be done is to improve CE2 indicator of 0.58 TG11 indicators for 0.60 RL7 for 0.59 AS4 for 0.55 EM3 registration 0.62 CS4 for 0.80 . Based on the model that has hipotesis the disconfirmation of expectation corelation well which means that the services provided by the hospitals to meet patientexpectation. The results of structural equation modeling analysis is the Customer Expectation CE directly impact on Perceived Quality PQ of 0.261 which means that every increase of Customer Expectation CE will increase the Perceived Quality PQ of 0.427. Customer Expectation CE directly impact on Customer Satisfaction CS of 0.639 which means that every increase Customer Expectation CE will increase the Customer Satisfaction CS of 0.639. Perceived Quality PQ effect directly on the Customer Satisfaction CS of 0.690 which means that every increase in Perceived Quality PQ will be raised Customer Satisfaction CS of 0.690.



KeywordsKepuasan Konsumen; Structural Equation Modelling (SEM); Kualitas Layanan
 
Subject:  Pelayanan pelanggan
Contributor
  1. Ir. Hari Supriyanto, MSIE
  2. Ir. Mokh. Suef, M. Sc (Eng)
Date Create: 05/02/2010
Type: Text
Format: pdf.
Language: Indonesian
Identifier: ITS-Master-3100010039201
Collection ID: 3100010039201
Call Number: RTI 658.834 3 Nov p


Source
Master Thesis, Industrial Engineering, RTI 658.834 3 Nov p, 2010

Coverage
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Rights
Copyright @2010 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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  1.  ITS-Master-10680-Abstract_id.pdf - 9 KB
  2.  ITS-Master-10680-Abstract_en.pdf - 8 KB
  3.  ITS-Master-10680-Conclusion.pdf - 9 KB
  4.  ITS-Master-10680-Paper.pdf - 97 KB




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