PENGARUH PEOPLE, PHYSICAL EVIDENCE, PROCESS DAN PRICE FAIRNESS TERHADAP PATIENT SATISFACTION DI KLINIK LINGGO GITOHUSODO, JAKARTA SELATAN - Martinus Hanandito Nugroho Pratomo Linggo; Innocentius Bernarto (JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi)., 2022)
Abstract. The purpose of this study was to analyze the influence of People, Physical Evidence, Process, and Price Fairness on Patient Satisfaction. Survey method was used in this study. Data was collected using a questionnaire instrument. The target population of this study are all patients who have visited the Linggo Gitohusodo Clinic, Jakarta Selatan. The number of samples determined was 160 samples. The sampling technique was done using convenience sampling. Partial least Square-Structural Equation Modeling approach with SmartPls program was used for data analysis. Results shows that People have a positive and significant effect on patient satisfaction, Physical Evidence have a positive and significant effect on Patient Satisfaction, Process have a significant effect on Patient Satisfaction and Price Fairness hae a significant effect on Patient Satisfaction. Abstrak. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh People, Physical Evidence, Process dan Price Fairness terhadap Patient Satisfaction. Penelitian ini mengunakan metode survei. Pengumpulan data dilakukan dengan pengunaan instrumen kuesioner. Target populasi dalam penelitian ini adalah semua pasien yang pernah berkunjung ke Klinik Linggo Gitohusodo, Jakarta Selatan. Jumlah sampel yang ditentukan sebesar 160 sampel. Teknik pengambilan sampel dilakukan dengan cara convenience sampling. Pendekatan Partial least Square-Structural Equation Modeling dengan program SmartPls digunakan untuk analisis data. Hasil penelitian menunjukan bahwa People berpengaruh positif dan signifikan terhadap patient satisfaction, Physical Evidence berpengaruh positif dan signifikan terhadap Patient Satisfaction, Process berpengaruh secara signifikan terhadap Patient Satisfaction dan Price Fairness berpengaruh secara signifikan terhadap Patient Satisfaction