THE INFLUENCE OF LABORATORY AND RADIOLOGY SERVICE QUALITY AND DOCTOR SERVICE ON PATIENT
SATISFACTION
By Irawan Chandra
2-3115-010
MASTER’S DEGREE in
BUSINESS ADMINISTRATION
FACULTY OF BUSINESS ADMINISTRATION AND HUMANITIES
SWISS GERMAN UNIVERSITY
EduTown BSD City Tangerang 15339
Indonesia
Revision after the thesis defense on March 4th , 2017
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.
Irawan Chandra
___________________________________ ___________
Student Date
Approved by
Ir.Nugroho Aryono Suryo, MBA.,PhD
___________________________________ ___________
Thesis Advisor Date
Dr. Gregorius Irwan Suryanto, SE.,M.Sc
___________________________________ ___________
Thesis Co-Advisor Date
Prof.Eric Jos Nasution, MBA, MA, PhD
___________________________________ ___________
Dean Date
ABSTRACT
QUALITY OF LABORATORY SERVICE , QUALITY OF RADIOLOGY SERVICE AND DOCTOR SERVICE INFLUENCE PATIENT
SATISFACTION By
Irawan Chandra
Ir.Nugroho Aryono Suryo, MBA.,PhD, Advisor Dr. Gregorius Irwan Suryanto, SE.,M.Sc, Co-Advisor
SWISS GERMAN UNIVERSITY
Objectives – This study provides Hospital XYZ and other hospital in Indonesia whether there are relationship among laboratory service, radiology service and doctor service which influence patient satisfaction.
Method – Questionnaires were distributed online to patient or representative. In addition Cronbach’s Alpha, Pearson’s Correlation and Regression were used to test the relationship between variables in the model.
Result – There is positive correlation among laboratory service and radiology service and doctor service to patient satisfaction in hospital XYZ. Doctor service is the most significance influence to patient satisfaction.
Conclusion – This study show that many patients of Hospital XYZ are satisfied with the laboratory service, radiology service and doctor service. And this satisfaction may possibly decrease the number of Indonesian medical tourism.
Keywords : Service Quality, Patient Satisfaction, Laboratory Service Quality, Radiology Service Quality Doctor Service, Hospital.
© Copyright 2017 by Irawan Chandra
All rights reserved
I dedicate this thesis to my parents, dear wife Sandra and my beloved Bellevia Chang and Kiev Alberic Chang.
ACKNOWLEDGEMENTS
Thanks to the Almighty that gave me the chance to broaden my horizons through this MBA study in this life. Thank you deeply to my parents and my sisters - brothers who never stop support me in anyway during the hard moment of my life.
I want to specially thank Ir.Nugroho Aryono Suryo, MBA.,PhD and Dr.
Gregorius Irwan Suryanto, SE.,M.Sc, for the guidance during completing my thesis.
Thank you for all lectures and all the staffs of Master Business Administration Program of Swiss German University for the kind help and co-operation throughout my study period.
Finally thank you to all my classmates badge 26 Master of Business Administration SGU, it is great and funny moment with all of you in the class.
Page
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 of Study ……….……….. 12
1.2 Research Problems………...….. 17
1.3 Research Objective………..……….. 18
1.4 Scope and Limitation………...……….. 18
1.5 Significance of Study………...……….. 19
1.6 Thesis of Framework ……….………...………. 19
CHAPTER 2 – LITERATURE REVIEW……… 21
2.1 The Definition of Medical Service……….……...……… 21
2.1.1 The Definition of Service Quality………..……...………...……… 22
2.1.2 The Definition of Laboratory Service………...……...……… 23
2.1.3 The Definition of Radiology Service……..……….………… 25
2.2 The Definition of Hospital………..………..…..…....….… 31
2.3 The Definition of Medical Doctor………..………...……… 32
2.4 The Definition of Patient………..…………...………… 32
2.4.1 Patient Satisfaction……… 32
2.4.2 Patient Expectation………...……… 33
2.5 Medical Tourism……….. 34
2.6 Published Research Journal……….…. 34
CHAPTER 3 – RESEARCH METHODOLOGY……….……… 43
3.1 Research Approach………...…… 43
3.2 Time and Place Research………..……… 43
3.3 Research Model……… 45
3.5.1 Operational Variable………..… 47
3.5.2 Research Question and Model Hypothesis………...……… 47
3.6 Population and Sample ………..……….……….…... 48
3.6.1 Population……….……… 48
3.6.2 Sample………..… 49
3.6.3 Data collection………..……… 49
3.7 Questionnaire………...……….…… 50
3.7.1 Pre-test questionnaire Laboratory Service…………..…………...… 50
3.7.2 Pre-test questionnaire Radiology Service………….………...… 51
3.7.3 Pre-test questionnaire Doctor Service….………..……...…… 51
3.7.4 Pre-test questionnaire Patient Satisfaction with Hospital XYZ….……. 52
3.8 Methods of Analysis……….………… 54
3.8.1 Multiple Regression Model………..……… 54
3.8.2 F test and t Test….……….……..…… 55
3.8.3 Reliability and validity test……….…………..…………...……… 59
CHAPTER 4 – RESEARCH AND ANALYSIS .……..………..……. 62
4.1 Description Statistic…………..………..…..…...… 62
4.1.1 Respondent Rate………….……….……….………...…. 63
4.1.2 Respondent Profile….……….……..……...……. 63
4.2 Data Analysis………….….………..…...… 67
4.3 Validity and Reliability Test …..……….………...…….… 70
4.3.1 Validity and Reliability Test of Laboratory Service ( X1 …...………… 72
4.3.2 Validity and Reliability Test of Radiology Service ( X2 ).…………..… 74
4.3.3 Validity and Reliability Test of Doctor Service ( X3 )..……….. 76
4.3.4 Validity and Reliability Test of Patient Satisfaction ( Y ).…. ……….... 78
CHAPTER 5 – CONCLUSION AND RECOMMENDATION……….…..… 82
5.1 Conclusion………..……….……… 82
5.2 Service Quality Implication………...…..…..……… 84
5.3 Limitation and Recommendation for Further Research………..……… 85
Glossary………..……….………...……...87
Refference………...……...………. . 92
Appendix……….………. .97
Curriculum Vitae………...……….……… ..116
