Pengaruh Kualitas Layanan Dan Kualitas Hubungan Terhadap Efektivitas Layanan Dan Implikasinya Terhadap Kepuasan Pasien
DOI:
https://doi.org/10.37385/msej.v5i2.5548Keywords:
Kualitas Layanan, Kualitas Hubungan, Efektivitas Layanan, Kepuasan PasienAbstract
Kepuasan pasien y1ang belum optimal disebabkan oleh efektivitas pelayanan yang belum optimal yang dipengaruhi oleh kualitas pelayanan dan kualitas hubungan yang belum optimal. Penelitian ini bertujuan untuk mengetahui, menguji dan menganalisis pengaruh service quality dan relationship quality terhadap service effectiveness di Rumah Sakit Muhammadiyah Bandung, serta implikasinya terhadap kepuasan pasien. Metode penelitian yang digunakan adalah metode kuantitatif dengan melakukan survei melalui penyebaran kuesioner kepada 271 responden yang merupakan pasien Rumah Sakit Muhammadiyah Bandung. Analisis jalur digunakan untuk menganalisis data dan menguji hipotesis penelitian. Hasil penelitian menunjukkan bahwa kualitas layanan dan kualitas hubungan berpengaruh positif dan signifikan secara parsial dan simultan terhadap efektivitas layanan. Selain itu, efektivitas layanan memiliki pengaruh positif dan signifikan terhadap kepuasan pasien. Implikasi dari penelitian ini menyoroti pentingnya meningkatkan kualitas layanan dan kualitas hubungan dengan pasien dalam upaya meningkatkan efektivitas layanan di rumah sakit, yang akan meningkatkan kepuasan pasien dan memperkuat citra dan reputasi rumah sakit.
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