Pratama, Erlan Anugrah and Prof. Eko Ganis Sukoharsono, S.E, M.Com (ACCY). M. Com – Hons, C and dr. Harun Al Rasyid, MPH (2022) Pengaruh Service Quality Dan System Quality Aplikasi Pendaftaran Online Terhadap Kepuasan User Dengan Usage Frequency Sebagai Variabel Intervening (Studi Pada RSI Aisyiyah Malang). Magister thesis, Universitas Brawijaya.
Abstract
Sistem informasi pendaftaran online dapat membantu seseorang untuk mendapatkan nomor antrian tanpa harus datang ke Rumah Sakit terlebih dahulu sehingga pasien dapat melakukan proses antrian secara lebih nyaman. Penelitian ini bertujuan untuk mengetahui pengaruh system quality dan dan service quality terhadap kepuasan user melalui usage frequency aplikasi pendaftaran online. Penelitian ini merupakan penelitian observasional analitik dengan pendekatan cross sectional terhadap 96 pasien yang berobat di poliklinik spesialis RS Swasta di kota Malang pada bulan Mei – Juli 2022. Data dianalisa menggunakan regresi linier berganda dan path analysis menggunakan uji sobel. Hasil penelitian menunjukkan pengaruh service quality terhadap kepuasan user melalui usage frequency menghasilkan statistik uji t sebesar -1.458 (t-stat < 1.96) dan pengaruh system quality terhadap kepuasan user melalui usage frequency menghasilkan statistik uji t sebesar -0.448 (t-stat < 1.96). Berdasarkan data, disimpulkan usage frequency tidak memediasi pengaruh service quality dan system quality terhadap kepuasan user. Mengembangkan system quality dan service quality oleh penyedia layanan aplikasi pendaftaran online dibutuhkan agar tercipta kepuasan pengguna yang lebih baik
English Abstract
An Online registration information system could aid someone to get a queue number without needing to attend to the Hospital earlier. Patient will feel comfortable to do queuing shortly and timely. This study aims to determine the effect of system quality and service quality on user satisfaction through the usage frequency. This study uses an analytic observational design with a cross sectional to 96 patients that attend at Private Hospital in Malang City from May – Juli 2022. Data analyzed with multiple linier regression and path analysis with sobel test and causal step. The result showed that the effect of service quality on user satisfaction through usage frequency resulted in a t-test statistic of -1.458 (t-stat < 1.96) and the effect of system quality on user satisfaction through usage frequency resulted in a t-test statistic of –0.448 (t-stat < 1.96). Based on data, it is concluded that usage frequency does not mediate the effect of service quality and system quality on user satisfaction. Developing system quality and service quality by online registration application service providers is needed in order to create better user satisfaction.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | 0422060001 |
| Divisions: | S2/S3 > Magister Manajemen Rumah Sakit, Fakultas Kedokteran |
| Depositing User: | Unnamed user with email [email protected] |
| Date Deposited: | 02 Apr 2024 03:20 |
| Last Modified: | 02 Apr 2024 03:23 |
| URI: | http://repository.ub.ac.id/id/eprint/217824 |
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