Anteseden Dari Family Satifaction Serta Dampaknya Terhadap Hospital Image (Studi Pada Pelayanan Di Kamar Jenazah Dan Pemulasaraan Jenazah Pada Rumah Sakit Swasta Tipe “B”)

Evi Untoro, Ferdi Antonio

Abstract


Rumah sakit swasta bersaing dengan cara mengupayakan kualitas pelayanan yang dapat memenuhi berbagai kebutuhan konsumennya. Salah satu unit pelayanan di rumah sakit yang sering terabaikan adalah pelayanan di ruang jenazah dan pemulasaraan jenazah. Keluarga dari jenazah tentunya ingin jenazah orang yang dicintai diperlakukan dengan hormat dan sebaik-baiknya sebelum dimakamkan.  Penelitian ini terkait dengan faktor-faktor yang dapat berpengaruh pada kepuasan konsumen pada pelayanan tersebut masih jarang ditemukan.  Tujuan penelitian ini untuk menguji pengaruh dari administration process, corpse transport dan hygiene and safety pada pelayanan dari mortuary clerk dan perawat pada family satisfaction, serta dampaknya pada hospital image. Metode penelitian: penelitian terapan, rancangan potong lintang, sampel 162 diambil secara purposive sampling, data diperoleh dengan mengisi kuesioner dari penelitian ini secara online. Analisis menggunakan PLS-SEM.  Hasil penelitian menunjukkan bahwa dari ketiga anteseden proses, serta variable mediasi mortuary clerk dan perawat mempunyai pengaruh positif yang signifikan pada family satisfaction. Pengaruh paling kuat didapatkan dari administration process dan hygiene and safety.  Sedangkan pengaruh langsung pada family satisfaction ditemukan paling kuat dari mortuary clerk.  Ditemukan dampak positif dari family satisfaction terhadap hospital image, dengan demikian hasil penelitian ini mengkonfirmasi teori kepuasan konsumen dalam pelayanan kesehatan sekaligus menunjukkan aplikasi baru dalam pelayanan pengurusan jenazah (mortuary service). Model penelitian ini memiliki moderate predictive accuracy serta medium predictive relevance sehingga dapat dikembangkan dalam penelitian lebih lanjut.    Terdapat implikasi manajerial dari temuan penelitian ini serta rekomendasi bagi penelitian selanjutnya.


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DOI: https://doi.org/10.52643/marsi.v5i1.1290

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