PERMATA SARI, INTAN (2026) Pengaruh Kualitas Pelayanan dan Sarana Prasarana Terhadap Kepuasan Serta Dampaknya Pada Citra Rs Tk II Kesdam Iskandar Muda Banda Aceh. Thesis(S2) thesis, UNIVERSITAS PASUNDAN.
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Abstract
This study employs a quantitative approach with a descriptive and verificative design to examine how service quality, facilities and infrastructure, and patient satisfaction influence the image of the Class II Kesdam Iskandar Muda Hospital in Banda Aceh. Data were collected via questionnaires distributed to 100 outpatients at the hospital. Data analysis was conducted using the PLS-SEM method with SmartPLS 4.0 software. The results indicate that service quality, facilities, and infrastructure have a positive and significant impact on both patient satisfaction and the hospital's image. Furthermore, patient satisfaction also positively and significantly influences the hospital's image. Service quality mediates the relationship between the hospital's image and patient satisfaction. The findings suggest that continuous efforts are required to improve service quality, facilities, and infrastructure to ensure patient satisfaction and enhance the image of the Class II Kesdam Iskandar Muda Hospital in Banda Aceh.
| Item Type: | Thesis (Thesis(S2)) |
|---|---|
| Divisions: | Pascasarjana > S2-Manajemen 2026 |
| Depositing User: | Mr soeryana soeryana |
| Date Deposited: | 06 Oct 2026 01:42 |
| Last Modified: | 06 Oct 2026 01:42 |
| URI: | https://repository.unpas.ac.id/id/eprint/85117 |
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