PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN MELALUI NILAI PELANGGAN (Studi Pada RSUD Raden Mattaher Provinsi Jambi)

Puspitarini, Ari (2025) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN MELALUI NILAI PELANGGAN (Studi Pada RSUD Raden Mattaher Provinsi Jambi). Thesis thesis, Universitas BPD.

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Abstract

This study aims to analyze the effect of service quality on patient satisfaction, with customer value as a mediating variable, using the Social Interaction Systems Theory perspective. A total of 100 patients at Raden Mattaher Regional General Hospital in Jambi Province were selected as respondents using a purposive sampling method. The analysis was conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS) to test the direct and indirect effects between variables. The results showed that service quality had a positive and significant effect on customer value and patient satisfaction. Customer value was shown to mediate the relationship between service quality and patient satisfaction. These findings support the Social Interaction Systems Theory, which views hospitals as social systems, where interactions between medical personnel, staff, and patients shape perceived value. Positive social interactions enhance functional and emotional benefits, thereby increasing patient satisfaction. Practical implications emphasize the importance of managing service quality that focuses not only on technical aspects but also on the quality of social relationships through training in communication, empathy, and coordination. These efforts can improve perceived customer value and patient satisfaction sustainably. Keywords: service quality, customer value, patient satisfaction, social interaction systems.

Item Type:	Thesis (Thesis)
Additional Information:	Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan terhadap kepuasan pasien dengan nilai pelanggan sebagai variabel mediasi, menggunakan perspektif Teori Sistem Interaksi sosial. Sebanyak 100 orang pasien di RSUD Raden Mattaher Provinsi Jambi dijadikan responden dengan metode purposive sampling. Analisis dilakukan menggunakan Structural Equation Modeling-Partial Least Square (SEM-PLS) untuk menguji pengaruh langsung dan tidak langsung antarvariabel. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap nilai pelanggan dan kepuasan pasien. Nilai pelanggan terbukti memediasi hubungan kualitas pelayanan dengan kepuasan pasien. Temuan ini mendukung Teori Sistem Interaksi-Sosial yang memandang rumah sakit sebagai sistem sosial, di mana interaksi antara tenaga medis, staf, dan pasien membentuk persepsi nilai. Interaksi sosial yang positif menambah manfaat fungsional dan emosional, sehingga meningkatkan kepuasan pasien. Implikasi praktis menekankan pentingnya pengelolaan kualitas pelayanan yang tidak hanya fokus pada aspek teknis, tetapi juga kualitas hubungan sosial melalui pelatihan komunikasi, empati, dan koordinasi. Upaya tersebut dapat meningkatkan persepsi nilai pelanggan sekaligus kepuasan pasien secara berkelanjutan.
Uncontrolled Keywords:	kualitas pelayanan, nilai pelanggan, kepuasan pasien, sistem interaksi-sosial.
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Wisudawan S2
Date Deposited:	17 Oct 2025 01:41
Last Modified:	17 Oct 2025 01:41
URI:	http://eprints.stiebankbpdjateng.ac.id/id/eprint/2779

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