By:
Fachry Syarif Nahdi 11503074
BACHELOR’S DEGREE In
BUSINESS ADMINISTRATION – INTERNATIONAL BUSINESS AND MARKETING CONCENTRATION
FACULTY OF BUSINESS AND COMMUNICATION
SWISS GERMAN UNIVERSITY The Prominence Tower
Jalan Jalur Sutera Barat No. 15, Alam Sutera Tangerang, Banten 15143 - Indonesia
July 2019
INVESTIGATING THE IMPACT OF SERVICE QUALITY TOWARDS PATIENT’S SATISFACTION AT XYZ HOSPITAL
JAKARTA
By:
Fachry Syarif Nahdi 11503074
BACHELOR’S DEGREE In
BUSINESS ADMINISTRATION – INTERNATIONAL BUSINESS AND MARKETING CONCENTRATION
FACULTY OF BUSINESS AND COMMUNICATION
SWISS GERMAN UNIVERSITY The Prominence Tower
Jalan Jalur Sutera Barat No. 15, Alam Sutera Tangerang, Banten 15143 - Indonesia
July 2019
STATEMENT BY THE AUTHOR
I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.
Fachry Syarif Nahdi
Student Date
Approved by:
Alex Munaf, MA
Thesis Advisor Date
Dr. Nila Krisnawati Hidayat, S.E, M.M.
Dean Date
ABSTRACT By
Fachry Syarif Nahdi Alex Munaf MA
SWISS GERMAN UNIVERSITY
In a tight and competitive health care industry nowadays, so many hospitals especially for-profit oriented type of hospitals continue to push them in upgrading medical care quality to attain organizational success. More so, the phenomena of most middle lower- class patient migrating to UHC (Universal health coverage) served hospital and the trends of upper-class patient seeking treatment overseas create great reduction of market share to most non- UHC served private hospital.
This put interest for the authors to investigate the relationship between the theory of service quality and patient satisfaction in one of the private hospitals in Jakarta (XYZ hospital). The objectives for this research are to find out the overall impact of service quality construct (dimensions) towards patient satisfaction (H6) and find out which of the service quality dimensions are antecedents for patient satisfaction (H1) to (H5). This research is a combination of descriptive, quantitative and confirmatory research. In order to find the result, this research will use quantitative method of reliability analysis, validity, classical assumption test and hypothesis testing. Results reveal that, even though XYZ hospital service quality creates significant impact towards overall satisfaction, it is still found that Responsiveness and Empathy dimensions shows very weak impact towards patient satisfaction. This signifies that those dimensions may results great dissatisfaction that leads patient still not confident with XYZ hospital healthcare quality. The Authors suggest the hospital to conduct new management approach for operation in delivering service, such as applying systematic queue
© Copyright 2019 by
Fachry Syarif Nahdi All rights reserved
DEDICATION
I would like to dedicate my thesis to my parents, families, friends and teachers already showing support morally and technically along the process of success in
making this thesis.
ACKNOWLEDGEMENTS
First of all, I would like to express my biggest thank to the one and only God almighty that has already giving me all the blessings in life. I would like to also express my deepest gratitude and respect to my parents who has already shown all the great support including financial support and most importantly moral support.
Especially to my Mother who never hesitate to give me the solace whenever I felt down and discourage, and of-course most importantly her prayers.
I would like also to express my special thanks to Mr. Alex Munaf as my thesis advisor who has already guide me, taught me for writing the thesis and preparing for thesis defense. I would like also to express my deepest thanks Mr. Fiter Abadi and Mr. Rizky Adam, who has already facilitated and taught the class in every week schedule of seminar in marketing subject. This class, allows me to practice my presentation skill in elaborating research Journal, practice to handle and give critical question regarding the research, gain knowledge and insightful comments, in which those input is helpful for me in facing thesis defense.
I also hereby would like to express my gratitude to all SGU families and members including the lecturers and staff for sharing unforgettable experience and journey within the last 4 years. I also would like to express my deepest thanks all the members and families of XYZ hospital that has already facilitate and willing to cooperate along the process of this thesis making especially for data gathering. I would also to express special thanks and gratitude, to Ms. Melly Ganis (as my aunty) that has already give her technical support for my thesis writing, especially in giving the insights and input for research methodology and help me in running the SPSS program for result and analysis with all her knowledge and experience as a lecturer.
Lastly, I would like to express my biggest thanks to all my families and friends who has already shown me all the supports and give their prayers, along the process of writing the thesis until the final process.
Sincerely, Fachry Syarif Nahdi
TABLE OF CONTENTS
STATEMENT BY THE AUTHOR ... 2
ABSTRACT ... 3
DEDICATION ... 5
ACKNOWLEDGEMENTS ... 6
TABLE OF CONTENTS ... 7
LIST OF FIGURES ... 9
LIST OF TABLES ... 10
CHAPTER 1 – INTRODUCTION ... 12
1.1 Background ... 12
1.2 Research Problem... 19
1.3 Research Objectives ... 19
1.4 Research Questions ... 20
1.5 Scope and Limitations ... 21
1.6 Significant of Study ... 21
1.7 Thesis Structure ... 21
CHAPTER 2 - LITERATURE REVIEW ... 22
2.1 Framework of Thinking ... 22
2.2 Theory of Service Quality ... 23
2.2.1 Health care service quality ... 23
2.2.2 Operationalization definitions of SERVQUAL ... 25
2.3 Theoretical Concept of Patient/Customer Satisfaction ... 28
2.4 Mediation roles of variables ... 29
2.5 Previous Study ... 31
2.6 Study Differences ... 31
2.7 Hypothesis ... 31
CHAPTER 3 – RESEARCH METHODS ... 33
3.1. Type of Study ... 33
3.2. Unit of Analysis ... 33
3.3. Population and Sampling ... 33
3.3.1 Population ... 33
3.3.4 Types of Data ... 34
3.3.5 Data Collection ... 35
3.6. Questionnaire Structure ... 35
3.7. Research Model ... 35
3.8. Variable Operationalization ... 36
CHAPTER IV - RESULT & ANALYSIS ... 41
4.1. Company profile ... 41
4.2. Pre-test... 41
4.2.1. Validity Test for Reliability (X1) ... 42
4.2.2. Validity Test for Responsiveness (X2) ... 43
4.2.3. Validity test for Assurance (X3) ... 43
4.2.4. Validity test for Empathy (X4) ... 44
4.2.5. Validity test for Tangibility (X5) ... 44
4.2.6. Validity test for Patient Satisfaction (Y) ... 44
4.2.7. Reliabity Test ... 45
4.3. Pilot Test ... 45
4.3.1. Descriptive Analysis for Demography profile ... 45
4.3.2. Classic Assumptions Test ... 49
4.3.3. Multiple Regression Analysis and Coefficient of Determination (R2) ... 53
4.3.4. Hypothesis test with t-test ... 54
4.3.5. Hypothesis Test with F-test ... 54
CHAPTER 5 - CONCLUSIONS AND RECOMMENDATIONS ... 56
5.1 Conclusions & Reccomendations ... 56
5.2 Further Research ... 56
APPENDICES ... 61
REFERRENCES ... 73
CURRICULUM VITAE ... 81
