PENGARUH ORANG (PEOPLE), BUKTI FISIK (PHYSICAL EVIDENCE) DAN PELAYANAN (PROCESS) TERHADAP KEPUTUSAN PASIEN UNTUK MELAHIRKAN DI RUANG BERSALIN RUMAH SAKIT RAJAWALI CITRA

Abstract

ABSTRACT

This study means to decide the impact of people, physical evidence,
and process on patient decisions. The sample of this study used 100
respondents who came from patients who had given birth in the delivery
room at Rajawali Citra Hospital. This type of quantitative research uses
observation methods and field surveys by determining several variable

from the object under study and then making measurement instruments.

The data analysis method used was tested using SPSS software version
20.0. The results of the research on partial hypothesis testing stated: (1)
The person variable partially did not significantly influence patient decisions
by 7.8%. (2) The physical evidence variable partially does not significantly
influence the patient's decision by 66.4%. (3) The process variable partially
has a significant influence on the patient's decision by 0%. While the
results of the simultaneous testing of the F test can be concluded that the
variables of people, physical evidence, and processes have a significant
effect on the patient& decision to give birth at Rajawali Citra Hospital. The
coefficient of determination R² is obtained by 15.2%, patient decisions are
influenced by the three independent variables, namely people, physical
evidence, and process. While the remaining 84.8% is influenced by
unknown variables.
Keywords : Physical Evidence; Patient Decision; Person; Process;
Rajawali Citra Hospital