Patient continuity intention di era digital: menguji peran mediasi patient contentment dan moderasi emotional attachment pada rumah sakit tipe b di jakarta
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File Repositori
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2026
Pembimbing 1 : Bahtiar Usman
Kata Kunci : Transformational Leadership, Perceived Organizational Support, Person-Job Fit, Technology Accep
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2026_DS_DIE_221021918003_Halaman-Judul.pdf | ||
| 2. | 2026_DS_DIE_221021918003_Surat-Pernyataan-Revisi-Terakhir.pdf | 1 | |
| 3. | 2026_DS_DIE_221021918003_Surat-Hasil-Similaritas.pdf | 1 | |
| 4. | 2026_DS_DIE_221021918003_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf | 1 | |
| 5. | 2026_DS_DIE_221021918003_Lembar-Pengesahan.pdf | 4 | |
| 6. | 2026_DS_DIE_221021918003_Pernyataan-Orisinalitas.pdf | 1 | |
| 7. | 2026_DS_DIE_221021918003_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf | 1 | |
| 8. | 2026_DS_DIE_221021918003_Bab-1.pdf | 27 | |
| 9. | 2026_DS_DIE_221021918003_Bab-2.pdf |
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| 10. | 2026_DS_DIE_221021918003_Bab-3.pdf |
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| 11. | 2026_DS_DIE_221021918003_Bab-4.pdf |
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| 12. | 2026_DS_DIE_221021918003_Bab-5.pdf | ||
| 13. | 2026_DS_DIE_221021918003_Daftar-Pustaka.pdf | ||
| 14. | 2026_DS_DIE_221021918003_Lampiran.pdf |
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T Tujuan: Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh digitalization, hospital service quality, patient experience dan emotional attachment terhadap patient continuity intention, untuk menguji peran patient contentment sebagai variabel mediasi dan emotional attachment sebagai variabel moderasi pada rumah sakit tipe B di Jakarta. Metode Penelitian: Rancangan penelitian dengan menggunakan hipotesis testing. Teknik pengambilan sampel menggunakan purposive sampling dengan kriteria bahwa responden adalah pasien yang pernah berobat di rumah sakit tipe B di Jakarta. Responden yang digunakan sebanyak 330 responden yang ditentukan melalui G-Power. Data dianalisis dengan menggunakan Partial Least Square (PLSSEM), Hasil: Hasil penelitian adalah: (1). Digitalization, hospital service quality dan emotional attachment tidak berpengaruh positif terhadap patient continuity intentions, Namun. emotional attachment berpengaruh positif terhadap patient continuity intention. (2). Digitalization, hospital service quality, dan emotional attachment berpengaruh positif terhadap patient contentment, namun patient experience tidak berpengaruh positif terhadap patient contentment. (3). Patientcontentment memediasi pengaruh digitalization, hospital service quality, dan emotional attachment terhadap patient continuity intention, tetapi tidak memediasi pengaruh patient experience terhadap patient continuity intentions. (4). Emotional attachment memoderasi pengaruh digitalization dan patient experience terhadap patient contentment, namun tidak memoderasi pengaruh hospital service quality. Implikasi dan Keterbatasan: Hasil penelitian ini memberikan kontribusi teoretis bagi pengembangan model perilaku pasien dalam konteks kesehatan digital, serta kontribusi praktis bagi manajemen rumah sakit untuk merancang strategi layanan digital dan non-digital yang lebih berorientasi pada kualitas, pengalaman emosional, dan keberlanjutan hubungan. Orisinalitas: Menggabungkan attachment theory ke model perilaku pasien dalam rumah sakit, sehingga keputusan keberlanjutan pasien dilakukan melalui kebutuhan akan rasa aman dan adanya keterikatan emosional, bukan hanya evaluasi kinerja layanan. Merubah fokus konsep dari patient satisfaction ke patient contentmentsebagai kondisi afektif jangka panjang yang lebih relevan untuk menjelaskan patient continuity intention.
O Objectives – This study was conducted to analyze the effect of digitalization, hospital service quality, patient experience, and emotional attachment on patient continuity intention, mediated by patient contentment in type B hospitals in DKI Jakarta, using emotional attachment as a moderating variable for patient contentment Research Methods – The type of research employed was quantitative, utilizing hypothesis testing to demonstrate the effect of one variable on another. The sampling method used was purposive sampling, with the criteria for respondents being type B hospital patients in DKI Jakarta, regardless of their place of residence, who had been undergoing treatment for at least 1 year. The sample size was determined using the G-Power technique, resulting in a minimum sample size of 177 respondents. Data collection through Google Forms yielded a sample size of 303 respondents who met the criteria. The analysis technique used was SEMPLS using SmartPLS 3 software. Results – The findings show that (1) Digitalisation, hospital service quality, and emotional attachment do not positively affect patient continuity intentions. However, emotional attachment does have a positive effect on patient continuityintentions. (2) Digitalisation, hospital service quality, and emotional attachment positively affect patient contentment, but patient experience does not. (3) Patient satisfaction mediates the effect of digitalisation, hospital service quality, and emotional attachment on patient continuity intentions, but not the effect of patient experience. (4) Emotional attachment moderates the influence of digitalisation and patient experience on patient satisfaction, but not the influence of hospital service quality. Research implications and limitations - The implementation of \\digitalization in hospitals needs to be directed not only towards technical efficiency, but also towards creating a positive emotional experience for patients. This means that digital systems such as telemedicine, queueing applications, online consultation services, andelectronic medical records must be designed to be user-friendly, responsive, and provide a sense of security, control, and emotional comfort. Hospital service quality has been proven to increase patient contentment. Research shows that, if it is not accompanied by an emotional bond, service quality is not enough to encourage patients to intend to continue using a service. Therefore, hospitals need to invest indeveloping the interpersonal skills of their staff, including empathy, the ability to explain clinical conditions in a humane manner, therapeutic communication, and personal attention. The limitations of this study are that it only focuses on type B hospital patients, only uses a quantitative approach, and the distribution of questionnaires is mostly done through Google Forms. Originality: Combining attachment theory with the patient behaviour model in hospitals means that decisions regarding patient continuity are made based on the needfor security and emotional attachment rather than solely on service performance evaluations. The focus of the concept is shifted from patient satisfaction to patient contentment, which is a long-term affective condition that is more relevant to explaining patient continuity intention.
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