ANALISIS MODEL LOYALITAS PASIEN DI RSUD DR. RASIDIN PADANG DENGAN TEKNIK STRUCTURAL EQUATION MODELING (SEM)

Authors

  • Gusmanely .
  • Ferra Yanuar
  • Dodi Devianto

DOI:

https://doi.org/10.25077/jmu.5.1.17-26.2016

Abstract

Abstrak. Salah satu upaya pemerintah dalam meningkatkan kesejahteraan rakyat
adalah dengan pembangunan pelayanan kesehatan. Melalui pembangunan pelayanan kesehatan
ini diharapkan juga akan semakin meningkatkan derajat kesehatan masyarakat.
Pelayanan kesehatan dapat ditinjau dari persepsi kepuasan dan loyalitas masyarakat
terhadap kualitas pelayanan. Penelitian memberikan model loyalitas pasien pada RSUD
dr. Rasidin Padang dengan menggunakan teknik structural equation modeling (SEM).
Teknik SEM ini mempunyai kemampuan untuk menerangkan hubungan antara variabel
indikator dan variabel laten secara serentak. Data yang digunakan adalah data primer
sebanyak 150 sampel yaitu responden yang pernah dan sedang mendapatkan layanan
kesehatan di RSUD dr. Rasidin Padang sejak Januari 2014. Pengumpulan data primer
ini dilakukan pada bulan April sampai Mei 2014. Penelitian ini menghasilkan bahwa
kepuasaan pasien terhadap layanan kesehatan di RSUD dr. Rasidin Padang berpengaruh
secara signikan terhadap loyalitas pasien. Sedangkan kualitas pelayanan mempengaruhi
loyalitas secara tidak langsung, dengan faktor kualitas pelayanan sebagai mediator antara
kedua faktor tersebut. Oleh karena itu untuk meningkatkan loyalitas masyarakat
untuk datang berobat ke rumah sakit maka tingkat kepuasaan dan kualitas pelayanan
harus ditingkatkan. Berdasarkan indikator kebaikan model, dapat ditunjukkan bahwa
model hasil analisis telah menyesuaikan data dengan baik dengan demikan model loyalitas
pasien yang dihasilkan dapat diterima.

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Published

01-03-2016

Issue

Vol. 5 No. 1 (2016)

Section

Articles

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