PENGARUH RELIABILITY, RESPONSSIVENESS, ASSURANCE, EMPATHY, TANGIBLES TERHADAP KUNJUNGAN ULANG MELALUI KEPUASAN PASIEN RAWAT JALAN DI RUMAH SAKIT TINGKAT III BRAWIJAYA

Abstract

This study examines the effect of reliability, responsiveness, assurance, empathy, and tangibles on repeat visits through outpatient satisfaction at RS Tk. III Brawijaya. The data collection method was carried out using a questionnaire method containing statements regarding each variable studied. The respondents of this study were outpatients at RS Tk. III Brawijaya using a sample of 203 respondents. Data analysis in this study used the SmartPLS 2.0 program. Hypothesis testing with the PLS approach was carried out in two stages, outer model and inner model testing. The outer model test was carried out to prove the validity and reliability of all indicators in each variable. The inner model test was carried out to test the influence between variables according to the previously established hypothesis. The study’s results showed that Responsiveness, reliability, and assurance had a positive but insignificant effect on patient satisfaction, while empathy and tangibles had a significant positive effect. For repeat visits, only patient satisfaction had a significant positive effect, while the other five dimensions of service quality did not show a significant effect.