Pengaruh Organizational Citizenshipbehavior (Ocb) Terhadap Loyalitas Pasien Melalui Kualitas Pelayanan Dan Kepuasan Pasien (Studi Pada Rumah Bersalin Di Denpasar)

Suthardjana, Wayan Karthi (2013) Pengaruh Organizational Citizenshipbehavior (Ocb) Terhadap Loyalitas Pasien Melalui Kualitas Pelayanan Dan Kepuasan Pasien (Studi Pada Rumah Bersalin Di Denpasar). Doktor thesis, Universitas Brawijaya.

Abstract

Wayan Karthi Suthardjana Program Doktor Ilmu Manajemen Pascasarjana Fakultas Ekonomi Universitas Brawijaya 2011 : Pengaruh Organizational Citizenship Behavior Terhadap Kepuasan dan Loyalitas Pasien Melalui Kualitas Pelayanan (Studi Pada Rumah Bersalin di Denpasar). Komisi Promotor : Armanu Thoyib, Eka Afnan Troena dan Mintarti Rahayu. Tujuan penelitian ini adalah untuk mengkaji peran OCB dalam meningkatkan kualitas pelayanan, kepuasan pasien, dan loyalitas pasien Rumah Bersalin di kota Denpasar. Populasi penelitian adalah ibu yang melakukan persalinan di seluruh Rumah Bersalin, dikota Denpasar periode 2001-2004 dan bersedia menjadi responden penelitian. Sampel sebanyak 160 responden dengan perposive sampling. Hasil penelitian menunjukkan bahwa OCB secara langsung meningkatkan kualitas pelayanan dan kepuasan pasien, namun tidak secara langsung meningkatkan loyalitas pasien. Kualitas layanan maupun kepuasan pasien terbukti memediasi pengaruh OCB terhadap loyalitas, sedangkan kualitas layanan memediasi pengaruh OCB terhadap kepuasan pasien. Pengaruh OCB terhadap kualitas pelayanan lebih besar daripada pengaruh langsung OCB terhadap kepuasan, pengaruh langsung OCB terhadap loyalitas tidak signifikan.

English Abstract

The purpose of this study was to examine the role of the OCB in improving service quality, patient satisfaction, patient loyalty and the maternity home in the city of Denpasar. The population of the research was the mother who labor in four maternity homes in the city of Denpasar from 2001-2004 and willing to research respondents. Samples about 160 respondents obtained by purposive sampling methode. The result showed that OCB directly improve the quality of service and satisfaction patient but not directly increase loyality patients. The quality of services or satisfaction of a patient has been shown to mediate the influence of OCB against loyality, while quality of the service mediate the influence of OCB against satisfaction patients. The influence of OCB against the quality of service larger than a direct influence OCB against satifaction and a direct influence OCB against loyality not significant. This research result provide input against the theory OCB which directly affect the loyality but on maternity homes not giving the meaning of directly will increase loyality patients, because the midwives had with either maintaining the quality of patient care and the gratification of patients. This research will be better by involving the role of leader to see the influence of OCB in improving loyality.

Item Type:	Thesis (Doktor)
Identification Number:	DES/658/SUT/p/061309305
Subjects:	600 Technology (Applied sciences) > 658 General management
Divisions:	S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis
Depositing User:	Budi Wahyono Wahyono
Date Deposited:	28 Apr 2014 15:07
Last Modified:	15 Oct 2024 03:32
URI:	http://repository.ub.ac.id/id/eprint/161329

Text Wayan Karthi Suthardjana.pdf Download (1MB)

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