PENERAPAN METODE STRUCTURAL EQUATION MODELING (SEM) DALAM MENENTUKAN PENGARUH KEPUASAN, KEPERCAYAAN DAN MUTU TERHADAP KESETIAAN PASIEN RAWAT JALAN DALAM MEMANFAATKAN PELAYANAN RUMAH SAKIT DI RSUD Dr. PIRNGADI MEDAN TAHUN 2012
Abstract: Implementation of
Structural Equation Modeling (SEM) Method in Determining the Effects of
Satisfaction, Trust, and Quality towards Out Patients’ Loyalty Using Hospital Services at Dr.Pirngadi Local
General Hospital Medan in 2012. SEM (Structural Equation Modeling) is a
statistical technique that can analyze a relationship pattern between a latent
construct and its indicators, another latent construct with the other latent
constructs, and a direct incorrect measurement. SEM is a statistical techniques
that can test a series of relationships simultaneously. In this research a
series of simultaneous relationship - satisfaction, trust, quality, and
patient’s loyalty is conducted. Patients are the most important persons in the
hospital, both as the consumers of the medical services and as the hospital
products. The patient’s loyalty is not formed in a short time, but it is based
on the patient’s own experience from the consistent and repeated uses of
hospital. The purposes of this research are to analyze the effects of
satisfaction, trust, and the quality of services towards the patients by using
the SEM at Dr. Pirngadi Hospital Medan
in 2012. The results of the research show that the variable of service quality
influences the patient’s satisfaction (p=0,001), quality influences the trust
(p=0,001), quality influences the loyalty (p=0,032), the satisfaction
influences the loyalty (p=0,014) and trust influences the loyalty (p=0,004). The data with Fit model
based on Goodness-of Fit Index criteria result in the Chi-Square evaluation
190,011, the significant level 0,073 and the value of RMSEA (0,026), GFI
(0,935), AGFI (0,899), CMIN/df (1,166), TLI (0,984), and CFI (0,989). There is
an indirect effect of quality services on loyalty through the satisfaction and
trust variables that they are both called interference variables.
Penulis: Nia rahmadaniaty, Ria
Masniari, Arnita rasydah
Kode Jurnal: jpkesmasdd130105
