Peran Mediasi Sikap Dalam Meningkatkan Niat Berkunjung Ulang Pada Pasien Baru Rawat Jalan Poli Eksekutif
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Abstract
Adanya persaingan di antara rumah sakit harus diimbangi dengan pemberian pelayanan terbaik kepada pasiennya, Penelitian ini bertujuan untuk menganalisis pengaruh sarana prasarana dan persepsi harga terhadap niat berkunjung ulang yang dimediasi sikap. Metode penelitian menggunakan pendekatan kuantatif sebab akibat. Responden ialah 200 pasien baru rawat jalan non BPJS di poli eksekutif rumah sakit x Cilegon. Teknik pengambilan sampel berupa purposive sampling. Metode analisis data menggunakan three box method dan PLS SEM. Hasil penelitian menemukan bahwa sarana prasarana, persepsi harga, dan sikap berpengaruh secara simultan terhadap niat berkunjung ulang. Sarana prasarana, persepsi harga, dan sikap masing-masing memberikan pengaruh positifnya terhadap niat berkunjung ulang. Sarana prasarana dan persepsi harga masing-masing berpengaruh positif terhadap sikap. Sikap ditemukan mampu memediasi pengaruh masing-masing dari sarana prasarana dan persepsi harga terhadap niat berkunjung ulang. Perbaikan dapat dilakukan dengan melakukan pengecatan rutin dan membersihkan gedung secara rutin terutama ketika warna cat sudah terlihat pudar dan gedung terlihat kotor, memberikan pelayanan yang berbeda dari rumah sakit lainnya dengan harga yang relatif sama dengan rumah sakit lainnya, menggalakan budaya ramah terhadap pasien dan mempercepat waktu tunggu pelayanan, mengikutsertakan orang terdekat pasien dalam pengambilan keputusan pengobatan.
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