Factors associated with patient satisfaction and behavioral intention by using the partial least squares structural equation modeling (PLS-SEM)

Background: Patient satisfaction is used as an important marker of the quality of medical services. This has an impact on patient loyalty and increases patient retention. Generally, perceptions of the quality of hospital services are based on patients' assessments of the services provided by the hospital, for example the relationship between patients and nurses, doctors and staff. Purpose: To determine factors related to general patient satisfaction. Method: Quantitative research with hypothesis testing without special treatment of subjects during the research period. Data was obtained through a survey of all patients who visited the emergency room at Budi Mulia Bitung Hospital in January 2024, totaling 170 respondents. The sample in this study was taken using a non-probability sampling method with the criteria, being more than 19 years old, cooperative, having a cell phone, and being able to be guided to fill out an online questionnaire. Results: All indicators in each dimension have an outer loading value of >0.7 and an AVE value for satisfaction with doctor services (0.703), emergency staff (0.860), emergency environment (0.656), general patient satisfaction (0.674). Cronbach's alpha and Composite Reliability values for all variables are above 0.7. The R-Square value for the general satisfaction variable is 0.948 and behavioral intention (0.944), so it can be said to be overfit. Based on the t-statistic value, p-value, and path coefficient, all variables in the research model tested are all significant. Conclusion: Satisfaction with physician services, emergency department staff, and emergency department environment are factors that are associated with general patient satisfaction and behavioral intentions. Keywords: Behavioral Intention; Patient Satisfaction; Partial Least Squares Structural Equation Modeling (PLS-SEM) Pendahuluan: Kepuasan pasien digunakan sebagai penanda penting untuk kualitas layanan medis. Hal ini berdampak pada loyalitas pasien dan meningkatkan retensi pasien. Umumnya persepsi kualitas pelayanan rumah sakit didasarkan pada penilaian pasien terhadap pelayanan yang diberikan rumah sakit, misalnya hubungan antara pasien dan perawat, dokter dan staf. Tujuan: Untuk mengetahui faktor-faktor yang berhubungan dengan general satisfaction patient. Metode: Penelitian kuantitatif dengan pengujian hipotesis tanpa perlakuan khusus terhadap subjek selama periode penelitian. Data yang diperoleh melalui survei kepada seluruh pasien yang berkunjung ke IGD RS. Budi Mulia Bitung pada bulan Januari 2024 sebanyak 170 responden. Sampel dalam penelitian ini diambil menggunakan metode non-probability sampling dengan kriteria, sudah berusia lebih dari 19 tahun, kooperatif, memiliki handphone, dan dapat dipandu untuk mengisi kuesioner online. Hasil: Semua indikator pada setiap dimensi memiliki nilai outer loading >0.7 dan nilai AVE physician care satisfaction (0.703), emergency department staff (0.860), emergency department environment (0.656), general satisfaction patient (0.674). Nilai cronbach’s alpha dan composite reliability pada semua variabel telah berada di atas 0.7. Nilai R-Square pada variabel kepuasan umum sebesar 0.948 dan niat berperilaku (0.944), sehingga dapat dikatakan overfit. Berdasarkan nilai t-statistik, nilai-p, dan koefisien jalur seluruh variabel dalam model penelitian yang diuji semuanya signifikan. Simpulan: Physician care satisfaction, emergency department staff, dan emergency department environment merupakan faktor-faktor yang berhubungan dengan general satisfaction patient dan behaviour intention. Kata Kunci: Behavioral Intention; Partial Least Squares Structural Equation Modeling (PLS-SEM); Patient Satisfaction.