Kepuasan Pelanggan: Pengalaman Digital pelanggan dan Kualitas Pelayanan Kesehatan
Keywords:
Kepuasan Pelanggan, Pengalaman Digital, Kualitas PelayananAbstract
Penelitian ini dilaksanakan pada pasien gigi dan mulut serta umum Klinik Bertuah Medika Pekanbaru dengan tujuan menguji peranan kualitas pelayanan kesehatan dalam memediasi pengaruh pengalaman digital pelanggan terhadap kepuasan pelanggan. Populasi penelitian yang dilakukan peneliti adalah semua pasien Klinik Bertuah Medika Pekanbaru yang berjumlah 600 orang, menggunakan formula Krejcie dan Morgan (1970) sampel penelitian ini adalah 180 orang yang diambil dengan metode simple random sampling. Analisa data penelitian ini menggunakan statistik deskriptif dan analisis verifikatif, sebagai alat analisis digunakan Sctruktural Equational Model yang diproses dengan Software SmartPLS2. Hasil analisis membuktikan bahwa pada Klinik Bertuah Medika Pekanbaru, semakin baik pengalaman pasien dalam menggunakan pelayanan digital akan meningkatkan kepuasannya; dan peningkatan pengalaman digital pasien, diiringi baiknya kualitas pelayanan kesehatan meningkatkan kepuasan pasien secara tidak signifikan. Artinya kualitas pelayanan kesehatan tidak dapat memediasi pengaruh pengalaman digital pelanggan terhadap kepuasan pelanggan.
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