PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DANBRAND IMAGE TERHADAP KEPUASAN PASIEN RAWAT JALAN DENGAN KEPUTUSAN BERKUNJUNG SEBAGAI VARIABEL INTERVENING PADA INSTALASI HYPERBARIC RUMAH SAKIT PARU JEMBER

ROKHMAH, AINUR (2023) PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DANBRAND IMAGE TERHADAP KEPUASAN PASIEN RAWAT JALAN DENGAN KEPUTUSAN BERKUNJUNG SEBAGAI VARIABEL INTERVENING PADA INSTALASI HYPERBARIC RUMAH SAKIT PARU JEMBER. Masters thesis, UNIVERSITAS MUHAMMADIYAH JEMBER.

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Abstract

xvi
ABSTRAK
Penelitian ini merupakan studi yang dilakukan di Rumah Sakit Paru Jember. Penelitian ini
bertujuan untuk menguji pengaruh customer relationship management dan brand image rumah
sakit terhadap keputusan berkunjung serta meningkatkan kepuasan pasien. Penelitian ini
menggunakan populasi seluruh pasien yang berkunjung ke instalasi Hyperbaric Rumah Sakit
Paru Jember terhitung sejak bulan Januari – April 2023. Jumlah sampel adalah 90 orang. Teknik
analisa data dengan menggunakan partial least square (PLS). Hasil penelitian menunjukkan
Customer relationship management berpengaruh positif dan signifikan terhadap keputusan
berkunjung pasien Instalasi Hyperbaric Rumah Sakit Paru Jember. Brand image rumah sakit
berpengaruh positif dan signifikan terhadap keputusan berkunjung pasien pada Rumah Sakit
Paru Jember. Customer relationship management rumah sakit berpengaruh positif dan signifikan
terhadap kepuasan pasien pada Instalasi Hyperbaric Rumah Sakit Paru Jember. Brand image
rumah sakit berpengaruh positif dan signifikan terhadap kepuasan pasien pada Instalasi
Hyperbaric Rumah Sakit Paru Jember. Keputusan berkunjung berpengaruh positif dan signifikan
terhadap kepuasan pasien pada Instalasi Hyperbaric Rumah Sakit Paru Jember. Customer
relationship management berpengaruh positif dan signifikan terhadap kepuasan pasien yang
diperkuat oleh keputusan berkunjung pasien. Brand image rumah sakit berpengaruh positif dan
signifikan terhadap kepuasan pasien yang diperkuat oleh keputusan berkunjung pasien sebagai
variabel intervening pada Instalasi Hyperbaric Rumah Sakit Paru Jember.
Kata kunci: customer relationship management, brand image, keputusan berkunjung,
kepuasan pasien, instalasi hyperbaric.xvii
ABSTRACT
This research is a study conducted at the Jember Paru Hospital. This study aims to examine the effect of
customer relationship management and brand image on visiting decisions and increasing patient
satisfaction. This study used a population of all patients who visited at Hyperbaric Installation Paru
Hospital from January to April 2023. The number of samples was 90 people. Data analysis technique
using partial least squares (PLS). The results showed that customer relationship management had a
positive and significant effect on the decision to visit patients at Hyperbaric Installation at Paru Hospital.
Brand image has a positive and significant effect on the decision to visit patients at Hyperbaric
Installation at Paru Hospital.Customer relationship management has a positive and significant effect on
patient satisfaction at Hyperbaric Installation at Paru Hospital. Brand image has a positive and
significant effect on patient satisfaction at Hyperbaric Installation at Paru Hospital. The decision to visit
has a positive and significant effect on patient satisfaction at Hyperbaric Installation at Paru Hospital.
Customer relationship management has a positive and significant effect on patient satisfaction which is
reinforced by the decision to visit the patient. Brand image has a positive and significant effect on patient
satisfaction which is reinforced by the decision to visit patients as an intervening variable in the
Hyperbaric Installation at Paru Hospital.
Keywords: customer relationship management; brand image; visiting decisions; patient satisfaction;
Hyperbaric Installation at Paru Hospital

Contribution

Nama Dosen Pembimbing

NIDN/NIDK

Dosen Pembimbing

Martini, Ni Nyoman Putu

NIDN0708036701

Dosen Pembimbing

Susbiyani, Arik

NIDN0728117101

Item Type:	Thesis (Masters)
Keywords/Kata Kunci:	customer relationship management, brand image, keputusan berkunjung, kepuasan pasien, instalasi hyperbaric.
Subjects:	300 Social Science > 330 Economics > 332 Financial Economics, Finance
Divisions:	Graduate School > Magister Management (S2)
Depositing User:	AINUR ROKHMAH | ainuraprinda4@gmail.com
Date Deposited:	11 Aug 2023 04:24
Last Modified:	11 Aug 2023 04:24
URI:	http://repository.unmuhjember.ac.id/id/eprint/18998

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