Pengaruh Kualitas Pelayanan Medical Check Up terhadap Kepuasan Pasien melalui Nilai yang Dirasakan (Perceived Value) di RS Krakatau Medika Kota Cilegon

Rahmadhani, Aisyah Nur, Sutrisno, Basri, Hasan
Abstrak

The primary focus of this study is to analyze the extent to which Medical Check Up (MCU) Service Quality influences Patient Satisfaction at Krakatau Medika Hospital, Cilegon, both directly and by incorporating Perceived Value as a mediator. This quantitative study utilized a survey method, distributing 1–5 Likert scale questionnaires to 122 patients who had used MCU services. Data processing was executed using SmartPLS 4 software based on Partial Least Squares Structural Equation Modeling (PLS-SEM). Statistical findings prove that Service Quality positively and significantly boosts Patient Satisfaction (p-value 0.000) while also elevating Perceived Value (p-value 0.000). Furthermore, Perceived Value is proven to have a substantial positive impact on Patient Satisfaction (p-value 0.000). Moreover, the mediation test results confirm that Perceived Value functions as a partial mediator. This implies that excellent service not only directly satisfies patients but also successfully builds a perception of commensurate value, ultimately culminating in enhanced overall satisfaction.

Penerbit
CV Ruang Publikasi Ilmiah
Kata kunci
Kualitas Pelayanan; Perceived Value; Kepuasan Pasien; Medical Check Up; Service Quality; Perceived Value; Patient Satisfaction; Medical Check Up
E-ISSN
3089-0128
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