PERAN KEPUASAN PASIEN BERBASIS KUALITAS LAYANAN KESEHATAN TERHADAP WORD OF MOUTH POSITIF DI RUMAH SAKIT YANG RAMAH ISLAM
DOI:
https://doi.org/10.47652/metadata.v6i3.585Keywords:
Rumah Sakit, Kualitas Layanan, Kepuasan Pasien, WOM Positif.Abstract
Tujuan penelitian ini adalah mengisi kesenjangan yang sangat penting untuk mengembangkan strategi meningkatkan Word of Mouth positif di pengaturan kesehatan. Memahami peran mediasi kepuasan pasien dapat memberikan wawasan tentang area-area kualitas layanan rumah sakit yang paling langsung memengaruhi persepsi pasien dan rekomendasi selanjutnya. Dengan membentuk koneksi yang lebih jelas antara variabel-variabel ini, penyedia layanan kesehatan dapat menyesuaikan layanan mereka untuk meningkatkan kepuasan pasien dan pada gilirannya merangsang Word of Mouth positif. Metode: Penelitian ini menggunakan Causal Explanatory Research dengan sampel sebanyak 297 responden di rumah sakit yang ramah islam di Indonesia. Pengelolaan data dilakukan dengan menggunakan SEM AMOS 24. Hasil: Pengaruh kepuasan pasien memediasi secara signifikan terhadap WOM positif. Hal tersebut dibuktikan dari kepuasan pasien terhadap wom positif memiliki jalur positif sebesar 0.460 dengan nilai C.R sebesar 9,183 dan diperoleh probabilitas signifikan (p) sebesar 0.000 yang berarti bahwa kepuasan pasien berpengaruh signifikan terhadap wom positif. Reliabilty, Assurance dan Empathy berpengaruh signifikan terhadap Patient Satisfaction, sedangkan Tangible dan Responsiveness berpengaruh tidak signifikan terhadap Patient Satisfaction.
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