Texts

PENGARUH SERVICE FAILURE EXPERIENCE TERHADAP CARE RECIPIENT DISAPPOINTMENT DAN CARE-RECIPIENT FRUSTRATION SERTA DAMPAKNYA TERHADAP CARE-RECIPIENT COMPLAINT DAN CARE-RECIPIENT SWITCHING BEHAVIOR : Survei pada Ex-pasien atau Keluarganya Ex-pasien Rumah Sakit Balikpapan Baru di Kota Balikpapan

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RINGKASAN

Fahira Latifah Azmi, Program Magister, Fakultas Ilmu Administrasi Universitas Brawijaya, Malang. Pengaruh Service Failure Experience terhadap Care-recipient Disappointment dan Care-recipient Frustration serta dampaknya terhadap Care-recipient Complaint dan Care-recipient Switching Behavior (Survei pada Ex-Pasien dan Keluarganya Ex-Pasien Rumah Sakit Balikpapan Baru di Kota Balikpapan). Komisi Pembimbing, Ketua, Prof. Andriani Kusumawati S.Sos., M.Si., DBA., Anggota Dr. Anni Rahimah, S.AB., M.AB., Ph.D. 270 halaman.

Penelitian ini menyoroti urgensi pengalaman layanan rumah sakit di Kota Balikpapan sebagai kota penyangga Nusantara (IKN) yaitu Rumah Sakit Balikpapan Baru yang menghadapi tantangan dalam menjaga kualitas layanan kesehatan akibat berbagai kegagalan layanan (service failure experience). Salah satu dampak utama dari permasalahan ini adalah munculnya respon emosional negatif yaitu care-recipient disappointment dan care-recipient frustration. Emosi negatif tersebut berpotensi mendorong ex-pasien dan keluarganya ex-pasien untuk mengajukan keluhan (care-recipient complaint) serta beralih ke fasilitas kesehatan lainnya (care-recipient switching behavior). Selain itu, dengan pendekatan Social Exchange Theory, penelitian ini bertujuan untuk meninjau keseimbangan antara manfaat dan biaya yang dirasakan individu dalam memperoleh pengalaman layanan kesehatan.

Penelitian ini bertujuan untuk menganalisis pengaruh service failure experience terhadap care-recipient disappointment dan care-recipient frustration serta dampaknya terhadap care-recipient complaint dan care-recipient switching behavior. Data penelitian dikumpulkan dari pengunjung Rumah Sakit Balikpapan Baru yakni ex-pasien dan keluarganya ex-pasien menggunakan kuesioner yang disebarkan melalui google form. Metode analisis yang digunakan adalah Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan bantuan software SmartPLS 4.0.

Hasil penelitian menunjukkan bahwa: (1) Service Failure experience memiliki pengaruh positif dan signifikan terhadap Care-recipient Disappointment; (2) Service Failure experience memiliki pengaruh positif dan signifikan terhadap Care-recipient Frustration, (3) Care-recipient Disappointment memiliki pengaruh positif tetapi tidak signifikan terhadap Care-recipient Frustration; (4) Care-recipient Disappointment memiliki pengaruh positif dan signifikan terhadap Care-recipient Complaint (5) Care-recipient Disappointment memiliki pengaruh positif dan signifikan terhadap Care-recipient Switching Behavior, (6) Care-recipient Frustration memiliki pengaruh positif dan signifikan terhadap Care-recipient Complaint, (7) Care-recipient Frustration memiliki pengaruh positif dan signifikan terhadap Care-recipient Switching Behavior, serta (8) Care-recipient Complaint memiliki pengaruh positif dan signifikan terhadap Care-recipient Switching Behavior. Implikasi dalam penelitian ini menunjukkan pentingnya peningkatan kualitas layanan medis dan non-medis serta pengelolaan keluhan yang lebih responsif untuk mengurangi risiko switching dalam kunjungan di rumah sakit. Selain itu, penelitian ini juga merekomendasikan untuk memperbarui temuan berdasarkan tren layanan kesehatan dan mempertimbangkan pendekatan penelitian lainnya guna memperoleh wawasan yang lebih mendalam.

Kata Kunci: Service Failure Experience, Care-recipient Disappointment, Care-recipient Frustration, Care-recipient Complaint, Care-recipient Switching Behavior.
SUMMARY

Fahira Latifah Azmi, Master's Program, Faculty of Administrative Sciences, Brawijaya University, Malang. The Influence of Service Failure Experience on Care-Recipient Disappointment and Care-Recipient Frustration and Its Impact on Care-Recipient Complaint and Care-Recipient Switching Behavior (A Survey on Ex-Patients and Their Families at Balikpapan Baru Hospital in Balikpapan City). Supervisory Committee: Head, Prof. Andriani Kusumawati, S.Sos., M.Si., DBA Member, Dr. Anni Rahimah, S.AB., M.AB., Ph.D. 270 pages.

This study highlights the urgency of hospital service experiences in Balikpapan City, which serves as the supporting city of Nusantara (IKN) particularly Balikpapan Baru Hospital, which faces challenges in maintaining healthcare service quality due to various service failures. One of the main consequences of this issue is the emergence of negative emotional responses, namely care-recipient disappointment and care-recipient frustration. These negative emotions may drive ex-patients and their families to raise complaints (care-recipient complaint) and switch to other healthcare facilities (care-recipient switching behavior). Furthermore, by using the social exchange theory approach, this study aims to examine the balance between the perceived benefits and costs individuals experience in obtaining healthcare services.

This research aims to analyze the effect of service failure experience on care-recipient disappointment and care-recipient frustration and its impact on care-recipient complaint and care-recipient switching behavior. The study collected data from visitors of Balikpapan Baru Hospital, specifically ex-patients and their families, using questionnaires distributed via Google Forms. The analysis method employed was Partial Least Squares Structural Equation Modeling (PLS-SEM) with the use of SmartPLS 4.0 software.

The research findings indicate that: (1) Service failure experience has a positive and significant effect on care-recipient disappointment; (2) Service failure experience has a positive and significant effect on care-recipient frustration; (3) Care-recipient disappointment has a positive and insignificant effect on care-recipient frustration; (4) Care-recipient disappointment has a positive and significant effect on care-recipient complaint; (5) Care-recipient disappointment has a positive and significant effect on care-recipient switching behavior, (6) Care-recipient frustration has a positive and significant effect on care-recipient complaint (7) Care-recipient frustration has a positive and significant effect on care-recipient switching behavior, (8) Care-recipient complaint has a positive and significant effect on care-recipient switching behavior. The implications of this study underlined the importance of improving the quality of medical and non-medical services, as well as implementing a more responsive complaint management system to reduce the risk of switching in hospital visits. Additionally, this study suggests to update findings based on healthcare service trends and considering alternative research approaches to gain deeper insights.

Keyword: Service Failure Experience, Care-recipient Disappointment, Care-recipient Frustration, Care-recipient Complaint, Care-recipient Switching Behavior.

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Ketersediaan

2025166

TES 658,8 AZM p 2025 K1

Fadel Muhammad Resource Center (Ilmu Terapan dan Teknologi)

Tersedia namun tidak untuk dipinjamkan - No Loan

Informasi Detail

Judul Seri

-

No. Panggil

TES 658,8 AZM p 2025 K1

Penerbit

Malang : Program Magister Ilmu Administrasi Bisnis Fakultas Ilmu Administrasi Universitas Brawijaya Malang., 2025

Deskripsi Fisik

xvii, 214 Halaman ; Ilus : 29,5 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

658,8

Tipe Isi

text

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

Tesis / Thesis
Service Failure Experience
Care-recipient Disappointment
Care-recipient Frustration
Care-recipient Complaint
Care-recipient Switching Behavior

Info Detail Spesifik

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Pernyataan Tanggungjawab

Fahira Latifah Azmi

Versi lain/terkait

Lampiran Berkas

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