viii

KATA PENGANTAR

Puji syukur kepada Tuhan Yang Maha Esa atas berkat, rahmat, kemurahan dan

pertolongan-Nya tesis ini dapat diselesaikan dan berjalan dengan baik pada

program Pasca Sarjana Magister Administrasi Rumah Sakit, Universitas Pelita

Harapan dengan judul ANTESEDEN DARI PATIENT EXPERIENCE DAN

KONSEKUENSINYA TERHADAP WORD OF MOUTH DAN REVISIT

INTENTION: STUDI PADA PASIEN MEDICAL CHECK-UP DI KLINIK

XYZ.

Saya menyadari tanpa bimbingan, bantuan, dan doa dari berbagai pihak tesis ini

tidak akan selesai tepat pada waktunya. Oleh sebab itu, saya ingin mengucapkan

terima kasih yang sebesar-besarnya kepada semua pihak yang telah membantu

pengerjaan tesis ini yaitu:

1. Gracia Shinta S. Ugut, M.B.A, Ph.D., selaku Dekan Fakultas Ekonomi

Universitas Pelita Harapan.

2. Dr. Innocentius Bernarto, S.T., M.Si., M.M., M.Si. selaku Ketua Jurusan

Program Pasca Sarjana Magister Manajemen, Universitas Pelita Harapan.

3. Dr. dr. Ferdi Antonio, M.M., M.A.R.S., selaku Dosen Pembimbing Utama

yang telah membimbing, memotivasi, menyediakan waktu dan pikirannya

mengarahkan saya untuk menyelesaikan tesis dengan baik.

4. Segenap dosen, staf dan karyawan Universitas Pelita Harapan yang telah

memberikan pengajaran dan kemudahan administratif kepada saya selama

berkuliah di Universitas Pelita Harapan.

ix

5. Para responden yang telah meluangkan waktu dan pendapatnya dalam mengisi

kuesioner penelitian saya.

6. Terimakasih atas bantuan yang sudah diberikan semua pihak yang tidak bisa

saya sebutkan satu persatu.

Akhir kata, saya menyadari bahwa masih terdapat banyak kekurangan dalam

penulisan tesis ini. Oleh sebab itu, kritik dan saran dari pembaca akan sangat

bermanfaat bagi saya. Semoga Tuhan yang Maha Kuasa berkenan membalas

kebaikan bagi semua pihak yang telah membantu dalam penyusunan penelitian ini.

Jakarta, 13 Desember 2019

Gilbert Iskandar

x

DAFTAR ISI

COVER ................................................................................................................... i

PERSETUJUAN DOSEN PEMBIMBING TUGAS AKHIR .......................... iii

PERSETUJUAN TIM PENGUJI TUGAS AKHIR .......................................... iv

PERSETUJUAN PUBLIKASI TUGAS AKHIR ............................................... v

ABSTRAK ............................................................................................................ vi

ABSTRACT .......................................................................................................... vii

KATA PENGANTAR ........................................................................................ viii

DAFTAR ISI .......................................................................................................... x

DAFTAR TABEL ............................................................................................... xiv

DAFTAR GAMBAR .......................................................................................... xvi

BAB I ...................................................................................................................... 1

1.1. Latar Belakang Penelitian ........................................................................ 1

1.2. Rumusan Masalah ..................................................................................... 9

1.3. Tujuan Penelitian .................................................................................... 10

1.4. Manfaat Penelitian .................................................................................. 11

1.4.1. Manfaat teoritis ................................................................................. 11

1.4.2. Manfaat praktis .................................................................................. 11

1.5. Sistematika Penulisan ............................................................................. 11

BAB II .................................................................................................................. 13

2.1. Service Quality .......................................................................................... 13

2.2. Customer Experience ............................................................................... 14

2.3. Variabel Doctor Communication ............................................................ 16

2.4. Variabel Nurse Communication ............................................................. 18

xi

2.5. Variabel Responsiveness of Staff ............................................................ 19

2.6. Variabel Patient Flow .............................................................................. 20

2.7. Variabel Cleanliness of Environment ..................................................... 21

2.8. Variabel Quiet Environment ................................................................... 22

2.9. Variabel Patient Experience ................................................................... 23

2.10. Variabel Word of Mouth ..................................................................... 25

2.11. Variabel Revisit Intention ................................................................... 27

2.12. Medical Check Up (MCU) ................................................................... 27

2.13. Kesehatan Tenaga Kerja .................................................................... 28

2.14. Hipotesis Penelitian ............................................................................. 29

2.15. Model Penelitian .................................................................................. 39

BAB III ................................................................................................................. 40

3.1. Objek Penelitian ...................................................................................... 40

3.2. Unit Analisis ............................................................................................. 40

3.3. Tipe Penelitian ......................................................................................... 41

3.4. Variabel Operasional Penelitian ............................................................ 42

3.1.1 Definisi Konseptual dan Definisi Operasional ...................................... 43

3.5. Populasi dan Sampel ............................................................................... 46

3.5.1. Penentuan Jumlah Sampel ................................................................. 46

3.5.2. Metode Penarikan Sampel ................................................................. 47

3.6. Metode Pengumpulan Sampel ............................................................... 47

3.7. Metode Analisis ....................................................................................... 49

3.7.1. Model Dalam PLS-SEM ................................................................... 49

3.7.1.1. Model Pengukuran atau Outer Model ................................... 49

xii

3.7.1.2. Model Struktural atau Inner Model ....................................... 50

3.7.2. Uji Hipotesis ...................................................................................... 51

3.8. Pengujian Instrumen Penelitian ............................................................ 51

3.8.1. Uji Validitas ...................................................................................... 51

3.8.2. Uji Reliabilitas .................................................................................. 52

3.8.3. Hasil Uji Validitas Studi Pendahuluan .............................................. 53

3.8.4. Hasil Uji Reliabilitas Studi Pendahuluan .......................................... 55

BAB IV ................................................................................................................. 57

4.1. Profil Responden ..................................................................................... 57

4.2. Analisis Statistik Deskriptif .................................................................... 59

4.2.1. Doctor Communication ..................................................................... 60

4.2.2. Nurse Communication ....................................................................... 61

4.2.3. Responsiveness of Staff ..................................................................... 62

4.2.4. Patient Flow ...................................................................................... 63

4.2.5. Cleanliness of Environment .............................................................. 64

4.2.6. Quiet Environment ............................................................................ 64

4.2.7. Patient Experience ............................................................................ 65

4.2.8. Word of Mouth .................................................................................. 66

4.2.9. Revisit Intention ................................................................................ 67

4.3. Analisis Statistik Inferensial ................................................................... 67

4.3.1. Outer Model ...................................................................................... 68

xiii

4.3.1.1. Indikator Outer Loading ....................................................... 69

4.3.1.2. Construct Reliability ............................................................. 70

4.3.1.3. AVE ....................................................................................... 71

4.3.1.4. Discriminant Validity ............................................................ 72

4.3.2. Inner Model ....................................................................................... 74

4.3.2.1. Variance Inflation Factor (VIF) ............................................ 75

4.3.2.2. R Square (R2) ........................................................................ 77

4.3.2.3. f Square (f2) ........................................................................... 78

4.3.2.4. Q Square (Q2) ........................................................................ 79

4.3.2.5. Q Square Predict (Q2_Predict) ............................................. 81

4.3.2.6. Signifikansi ........................................................................... 82

4.3.2.7. Specific Indirect Effects ......................................................... 89

4.3.2.8. Importance-Performance Map (IPMA). ............................... 90

4.4. Pembahasan ............................................................................................. 93

BAB V ................................................................................................................... 95

5.1 Kesimpulan .............................................................................................. 95

5.2 Implikasi Manajerial .............................................................................. 96

5.3 Keterbatasan dan Saran untuk Penelitian Selanjutnya ...................... 98

DAFTAR PUSTAKA ........................................................................................ 100

xiv

DAFTAR TABEL

Tabel 2.1. Definisi Doctor Communication .......................................................... 17

Tabel 2.2. Definisi Patient Experience ................................................................. 24

Tabel 2.3. Definisi Word of Mouth ....................................................................... 26

Tabel 3.1. Tabel Variabel Operasional ................................................................. 43

Tabel 3.2. Skala Likert pada Kuesioner ................................................................ 48

Tabel 3.3. Hasil Uji Validitas Studi Pendahuluan ................................................. 54

Tabel 3.4. Tabel Hasil Uji Reliabilitas Studi Pendahuluan ................................... 55

Tabel 4.1. Kategori Berdasarkan Nilai Rata-Rata ................................................. 60

Tabel 4.2. Analisis Statistik Deskriptif Doctor Communication .......................... 61

Tabel 4.3. Analisis Statistik Deskriptif Nurse Communication ............................ 62

Tabel 4.4. Analisis Statistik Deskriptif Responsiveness of Staff ........................... 62

Tabel 4.5. Analisis Statistik Deskriptif Patient Flow ........................................... 63

Tabel 4.6. Analisis Statistik Deskriptif Cleanliness of Environment .................... 64

Tabel 4.7. Analisis Statistik Deskriptif Quiet Environment .................................. 64

Tabel 4.8. Analisis Statistik Deskriptif Patient Experience .................................. 65

Tabel 4.9. Analisis Statistik Deskriptif Word of Mouth ........................................ 66

Tabel 4.10. Analisis Statistik Deskriptif Revisit Intention .................................... 67

Tabel 4.11. Hasil Uji Outer Loading .................................................................... 70

Tabel 4.12. Hasil Composite Reliability ............................................................... 71

Tabel 4.13. Hasil Uji AVE ..................................................................................... 71

Tabel 4.14. Hasil Uji Discriminant Validity Fornell-Larcker Criterion .............. 72

xv

Tabel 4.15. Hasil Uji Discriminant Validity dengan Metode Heterotrait-Monotrait

Ratio of Correlation .............................................................................................. 74

Tabel 4.16. Hasil Inner VIF Value ........................................................................ 76

Tabel 4.17. Hasil R2 .............................................................................................. 77

Tabel 4.18. Hasil Uji f2 (effect size) ...................................................................... 79

Tabel 4.19. Hasil Uji Q2 ........................................................................................ 80

Tabel 4.20. Hasil Uji Q2predict ................................................................................ 81

Tabel 4.21. Hasil Uji Hipotesis ............................................................................. 83

Tabel 4.22. Hasil Specific Indirect Effects ............................................................ 90

xvi

DAFTAR GAMBAR

Gambar 1.1. Total Pasien Lama v.s. Pasien Baru di Unit MCU Periode 2017-

Oktober 2019 ........................................................................................................... 6

Gambar 1.2. Kepuasan Pasien MCU (Januari s.d. September 2019) ...................... 7

Gambar 2.1. Model Penelitian .............................................................................. 39

Gambar 4.1. Jenis Kelamin ................................................................................... 57

Gambar 4.2. Usia ................................................................................................... 58

Gambar 4.3. Jenis Pekerjaan ................................................................................. 59

Gambar 4.4. Model Pengukuran (Outer Model) ................................................... 69

Gambar 4.5. Model Struktural (Inner Model) ....................................................... 75

Gambar 4.3. IPMA dengan Target Konstruk Patient Experience (Konstruk) ...... 91

Gambar 4.4. IPMA dengan Target Konstruk Patient Experience (Indikator) ...... 92

Gambar 4.6. Model Hasil Penelitian ..................................................................... 93

xvii

DAFTAR LAMPIRAN

Lampiran A. Kuesioner ........................................................................................... A

Lampiran B. Outer Model ........................................................................................ I

Lampiran C. Inner Model ......................................................................................... J

Lampiran D. Setting Data dari Bootsrapping ......................................................... K