Tesis Gilbert (HITAM)repository.uph.edu/8281/3/ToC.pdf · 2020. 3. 3. · ix 5. Para responden yang...
Transcript of Tesis Gilbert (HITAM)repository.uph.edu/8281/3/ToC.pdf · 2020. 3. 3. · ix 5. Para responden yang...
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KATA PENGANTAR
Puji syukur kepada Tuhan Yang Maha Esa atas berkat, rahmat, kemurahan dan
pertolongan-Nya tesis ini dapat diselesaikan dan berjalan dengan baik pada
program Pasca Sarjana Magister Administrasi Rumah Sakit, Universitas Pelita
Harapan dengan judul ANTESEDEN DARI PATIENT EXPERIENCE DAN
KONSEKUENSINYA TERHADAP WORD OF MOUTH DAN REVISIT
INTENTION: STUDI PADA PASIEN MEDICAL CHECK-UP DI KLINIK
XYZ.
Saya menyadari tanpa bimbingan, bantuan, dan doa dari berbagai pihak tesis ini
tidak akan selesai tepat pada waktunya. Oleh sebab itu, saya ingin mengucapkan
terima kasih yang sebesar-besarnya kepada semua pihak yang telah membantu
pengerjaan tesis ini yaitu:
1. Gracia Shinta S. Ugut, M.B.A, Ph.D., selaku Dekan Fakultas Ekonomi
Universitas Pelita Harapan.
2. Dr. Innocentius Bernarto, S.T., M.Si., M.M., M.Si. selaku Ketua Jurusan
Program Pasca Sarjana Magister Manajemen, Universitas Pelita Harapan.
3. Dr. dr. Ferdi Antonio, M.M., M.A.R.S., selaku Dosen Pembimbing Utama
yang telah membimbing, memotivasi, menyediakan waktu dan pikirannya
mengarahkan saya untuk menyelesaikan tesis dengan baik.
4. Segenap dosen, staf dan karyawan Universitas Pelita Harapan yang telah
memberikan pengajaran dan kemudahan administratif kepada saya selama
berkuliah di Universitas Pelita Harapan.
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5. Para responden yang telah meluangkan waktu dan pendapatnya dalam mengisi
kuesioner penelitian saya.
6. Terimakasih atas bantuan yang sudah diberikan semua pihak yang tidak bisa
saya sebutkan satu persatu.
Akhir kata, saya menyadari bahwa masih terdapat banyak kekurangan dalam
penulisan tesis ini. Oleh sebab itu, kritik dan saran dari pembaca akan sangat
bermanfaat bagi saya. Semoga Tuhan yang Maha Kuasa berkenan membalas
kebaikan bagi semua pihak yang telah membantu dalam penyusunan penelitian ini.
Jakarta, 13 Desember 2019
Gilbert Iskandar
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DAFTAR ISI
COVER ................................................................................................................... i
PERSETUJUAN DOSEN PEMBIMBING TUGAS AKHIR .......................... iii
PERSETUJUAN TIM PENGUJI TUGAS AKHIR .......................................... iv
PERSETUJUAN PUBLIKASI TUGAS AKHIR ............................................... v
ABSTRAK ............................................................................................................ vi
ABSTRACT .......................................................................................................... vii
KATA PENGANTAR ........................................................................................ viii
DAFTAR ISI .......................................................................................................... x
DAFTAR TABEL ............................................................................................... xiv
DAFTAR GAMBAR .......................................................................................... xvi
BAB I ...................................................................................................................... 1
1.1. Latar Belakang Penelitian ........................................................................ 1
1.2. Rumusan Masalah ..................................................................................... 9
1.3. Tujuan Penelitian .................................................................................... 10
1.4. Manfaat Penelitian .................................................................................. 11
1.4.1. Manfaat teoritis ................................................................................. 11
1.4.2. Manfaat praktis .................................................................................. 11
1.5. Sistematika Penulisan ............................................................................. 11
BAB II .................................................................................................................. 13
2.1. Service Quality .......................................................................................... 13
2.2. Customer Experience ............................................................................... 14
2.3. Variabel Doctor Communication ............................................................ 16
2.4. Variabel Nurse Communication ............................................................. 18
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2.5. Variabel Responsiveness of Staff ............................................................ 19
2.6. Variabel Patient Flow .............................................................................. 20
2.7. Variabel Cleanliness of Environment ..................................................... 21
2.8. Variabel Quiet Environment ................................................................... 22
2.9. Variabel Patient Experience ................................................................... 23
2.10. Variabel Word of Mouth ..................................................................... 25
2.11. Variabel Revisit Intention ................................................................... 27
2.12. Medical Check Up (MCU) ................................................................... 27
2.13. Kesehatan Tenaga Kerja .................................................................... 28
2.14. Hipotesis Penelitian ............................................................................. 29
2.15. Model Penelitian .................................................................................. 39
BAB III ................................................................................................................. 40
3.1. Objek Penelitian ...................................................................................... 40
3.2. Unit Analisis ............................................................................................. 40
3.3. Tipe Penelitian ......................................................................................... 41
3.4. Variabel Operasional Penelitian ............................................................ 42
3.1.1 Definisi Konseptual dan Definisi Operasional ...................................... 43
3.5. Populasi dan Sampel ............................................................................... 46
3.5.1. Penentuan Jumlah Sampel ................................................................. 46
3.5.2. Metode Penarikan Sampel ................................................................. 47
3.6. Metode Pengumpulan Sampel ............................................................... 47
3.7. Metode Analisis ....................................................................................... 49
3.7.1. Model Dalam PLS-SEM ................................................................... 49
3.7.1.1. Model Pengukuran atau Outer Model ................................... 49
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3.7.1.2. Model Struktural atau Inner Model ....................................... 50
3.7.2. Uji Hipotesis ...................................................................................... 51
3.8. Pengujian Instrumen Penelitian ............................................................ 51
3.8.1. Uji Validitas ...................................................................................... 51
3.8.2. Uji Reliabilitas .................................................................................. 52
3.8.3. Hasil Uji Validitas Studi Pendahuluan .............................................. 53
3.8.4. Hasil Uji Reliabilitas Studi Pendahuluan .......................................... 55
BAB IV ................................................................................................................. 57
4.1. Profil Responden ..................................................................................... 57
4.2. Analisis Statistik Deskriptif .................................................................... 59
4.2.1. Doctor Communication ..................................................................... 60
4.2.2. Nurse Communication ....................................................................... 61
4.2.3. Responsiveness of Staff ..................................................................... 62
4.2.4. Patient Flow ...................................................................................... 63
4.2.5. Cleanliness of Environment .............................................................. 64
4.2.6. Quiet Environment ............................................................................ 64
4.2.7. Patient Experience ............................................................................ 65
4.2.8. Word of Mouth .................................................................................. 66
4.2.9. Revisit Intention ................................................................................ 67
4.3. Analisis Statistik Inferensial ................................................................... 67
4.3.1. Outer Model ...................................................................................... 68
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4.3.1.1. Indikator Outer Loading ....................................................... 69
4.3.1.2. Construct Reliability ............................................................. 70
4.3.1.3. AVE ....................................................................................... 71
4.3.1.4. Discriminant Validity ............................................................ 72
4.3.2. Inner Model ....................................................................................... 74
4.3.2.1. Variance Inflation Factor (VIF) ............................................ 75
4.3.2.2. R Square (R2) ........................................................................ 77
4.3.2.3. f Square (f2) ........................................................................... 78
4.3.2.4. Q Square (Q2) ........................................................................ 79
4.3.2.5. Q Square Predict (Q2_Predict) ............................................. 81
4.3.2.6. Signifikansi ........................................................................... 82
4.3.2.7. Specific Indirect Effects ......................................................... 89
4.3.2.8. Importance-Performance Map (IPMA). ............................... 90
4.4. Pembahasan ............................................................................................. 93
BAB V ................................................................................................................... 95
5.1 Kesimpulan .............................................................................................. 95
5.2 Implikasi Manajerial .............................................................................. 96
5.3 Keterbatasan dan Saran untuk Penelitian Selanjutnya ...................... 98
DAFTAR PUSTAKA ........................................................................................ 100
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DAFTAR TABEL
Tabel 2.1. Definisi Doctor Communication .......................................................... 17
Tabel 2.2. Definisi Patient Experience ................................................................. 24
Tabel 2.3. Definisi Word of Mouth ....................................................................... 26
Tabel 3.1. Tabel Variabel Operasional ................................................................. 43
Tabel 3.2. Skala Likert pada Kuesioner ................................................................ 48
Tabel 3.3. Hasil Uji Validitas Studi Pendahuluan ................................................. 54
Tabel 3.4. Tabel Hasil Uji Reliabilitas Studi Pendahuluan ................................... 55
Tabel 4.1. Kategori Berdasarkan Nilai Rata-Rata ................................................. 60
Tabel 4.2. Analisis Statistik Deskriptif Doctor Communication .......................... 61
Tabel 4.3. Analisis Statistik Deskriptif Nurse Communication ............................ 62
Tabel 4.4. Analisis Statistik Deskriptif Responsiveness of Staff ........................... 62
Tabel 4.5. Analisis Statistik Deskriptif Patient Flow ........................................... 63
Tabel 4.6. Analisis Statistik Deskriptif Cleanliness of Environment .................... 64
Tabel 4.7. Analisis Statistik Deskriptif Quiet Environment .................................. 64
Tabel 4.8. Analisis Statistik Deskriptif Patient Experience .................................. 65
Tabel 4.9. Analisis Statistik Deskriptif Word of Mouth ........................................ 66
Tabel 4.10. Analisis Statistik Deskriptif Revisit Intention .................................... 67
Tabel 4.11. Hasil Uji Outer Loading .................................................................... 70
Tabel 4.12. Hasil Composite Reliability ............................................................... 71
Tabel 4.13. Hasil Uji AVE ..................................................................................... 71
Tabel 4.14. Hasil Uji Discriminant Validity Fornell-Larcker Criterion .............. 72
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Tabel 4.15. Hasil Uji Discriminant Validity dengan Metode Heterotrait-Monotrait
Ratio of Correlation .............................................................................................. 74
Tabel 4.16. Hasil Inner VIF Value ........................................................................ 76
Tabel 4.17. Hasil R2 .............................................................................................. 77
Tabel 4.18. Hasil Uji f2 (effect size) ...................................................................... 79
Tabel 4.19. Hasil Uji Q2 ........................................................................................ 80
Tabel 4.20. Hasil Uji Q2predict ................................................................................ 81
Tabel 4.21. Hasil Uji Hipotesis ............................................................................. 83
Tabel 4.22. Hasil Specific Indirect Effects ............................................................ 90
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DAFTAR GAMBAR
Gambar 1.1. Total Pasien Lama v.s. Pasien Baru di Unit MCU Periode 2017-
Oktober 2019 ........................................................................................................... 6
Gambar 1.2. Kepuasan Pasien MCU (Januari s.d. September 2019) ...................... 7
Gambar 2.1. Model Penelitian .............................................................................. 39
Gambar 4.1. Jenis Kelamin ................................................................................... 57
Gambar 4.2. Usia ................................................................................................... 58
Gambar 4.3. Jenis Pekerjaan ................................................................................. 59
Gambar 4.4. Model Pengukuran (Outer Model) ................................................... 69
Gambar 4.5. Model Struktural (Inner Model) ....................................................... 75
Gambar 4.3. IPMA dengan Target Konstruk Patient Experience (Konstruk) ...... 91
Gambar 4.4. IPMA dengan Target Konstruk Patient Experience (Indikator) ...... 92
Gambar 4.6. Model Hasil Penelitian ..................................................................... 93
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DAFTAR LAMPIRAN
Lampiran A. Kuesioner ........................................................................................... A
Lampiran B. Outer Model ........................................................................................ I
Lampiran C. Inner Model ......................................................................................... J
Lampiran D. Setting Data dari Bootsrapping ......................................................... K