Membangun Kepercayaan Pasien : Kontribusi layanan Islami dan citra religius

Merita Sulistyoningrum; Moch Zulfa

doi:10.26623/slsi.v22i4.10261

Membangun Kepercayaan Pasien : Kontribusi layanan Islami dan citra religius

Merita Sulistyoningrum, Moch Zulfa

Abstract

Penelitian ini bertujuan untuk mengethu peningkatan Patient Satisfaction melalui Islamic Service Quality dengan Hospital Brand Relegius Image Sebagai Variabel Moderating pada Rumah Sakit Umum Daerah dr. Gunawan Mangunkusumo Kabupaten Semarang, Populasi dalam penelitian ini adalah pasien/keluarga pasien rawat inap. Pembahasan pentingnya Islamic service quality dan Hospital Brand Relegius Image untuk meningkatkan kepercayaan pasien telah banyak didiskusikan di beberapa kajian pustaka. Populasi dalam penelitian ini adalah pasien instalasi rawat inap RSUD dr Gunawan Mangunkusumo. Dengan menggunakan teknik pengambilan stratified random sampling yakni pengambilan sampel dengan memperhatikan karakteristik populasi sehingga sampel menjadi representasi. Pengambilan sampel menggunakan rumus Slovin, data diperoleh dari 180 orang responden dengan menggunakan kuesioner. Analisis data dengan menggunakan Analisis Deskriptif Variabel dan Analisis SEM dengan Metode Partial Least Square (PLS) menunjukkan bahwa bahwa Islamic Service Quality memiliki pengaruh signifikan dan positif terhadap Patient Satisfaction. Lebih lanjut, pengujian hipotesis menunjukkan bahwa pengaruh ini menjadi semakin kuat apabila rumah sakit memiliki hospital brand image religius yang kuat. Keandalan memiliki nilai mean terendah dalam Islamic Service Quality, Keunikan nilai-nilai keagamaan yang diimplementasikan dalam layanan kesehatan tidak hanya meningkatkan kualitas layanan tetapi juga memperkuat hubungan antara pasien dan penyedia layanan.

Keywords

Kepuasan Pasien; Kualitas Layanan Islamic; Model CARTER; Citra Religius Rumah Sakit.

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DOI: http://dx.doi.org/10.26623/slsi.v22i4.10261