DIMAS ABIMANYU HERMAWAN (2025) PERAN PRAKTIK TOTAL QUALITY MANAGEMENT TERHADAP PATIENT PERCEIVED SERVICE QUALITY DAN PATIENT SATISFACTION (STUDI EMPIRIS PADA RUMAH SAKIT ABDUL RIVAI). S1 thesis, Universitas Muhammadiyah Yogyakarta.

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Abstract

Penelitian ini bertujuan untuk menganalisis peran praktik Total Quality Management (TQM), yang meliputi process quality, interaction quality, dan environment quality, terhadap perceived service quality dan patient satisfaction di RS Abdul Rivai. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan pengumpulan data melalui kuesioner yang dipilih melalui metode purposive sampling dengan jumlah sampel sebanyak 144. Metode analisis data menggunakan Structural Equation Modeling (SEM) dengan software SmartPLS. Hasil penelitian menunjukkan bahwa process quality dan interaction quality memberikan pengaruh positif dan signifikan terhadap perceived service quality maupun patient satisfaction. Sementara itu, environment quality ditemukan berpengaruh positif tetapi tidak berpengaruh signifikan terhadap patient satisfaction. Selain itu Patient Perceived Service Quality juga berpengaruh positif, tetapi tidak berpengaruh signifikan terhadap patient satisfaction.

Dosen Pembimbing: Ika Nurul Qamari, Prof. Dr. E., S.E., M.Si. | NIDN0517096901
Item Type: Thesis (S1)
Uncontrolled Keywords: Total Quality Managament, Process Quality, Interaction Quality, Environment Quality, Patient Perceived Service Quality, Patient Satisfaction
Divisions: Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User: Bima
Date Deposited: 05 Aug 2025 09:05
Last Modified: 05 Aug 2025 09:05
URI: https://etd.umy.ac.id/id/eprint/52804

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