PRATIWI, Dewi Ayu (2026) The Effect of Technical Quality, Functional Quality, and Hospital Image on Patient Satisfaction Mediated by Patient Experience: A Study of Periodontics Specialist Services at RSGMP Unsoed. Skripsi thesis, Universitas Jenderal Soedirman.

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Abstract

This study is a quantitative study with a survey approach conducted on patients of periodontics specialist services at RSGMP Unsoed, Purwokerto. This study is entitled “The Effect of Technical Quality, Functional Quality, and Hospital Image on Patient Satisfaction Mediated by Patient Experience: A Study of Periodontics Specialist Services at RSGMP Unsoed.” The background of this study is based on increasing patient demands for quality health services that focus not only on clinical outcomes but also on patient experience during the service process. In dental and oral health services, particularly periodontics specialists, technical quality, functional quality, and hospital image are important factors that have the potential to influence patient experience and satisfaction. The purpose of this study is to analyze the influence of technical quality, functional quality, and hospital image on patient satisfaction, with patient experience as a mediating variable. Specifically, this study aims to examine the influence of technical quality, functional quality, and hospital image on patient experience, the influence of patient experience on patient satisfaction, and the role of patient experience in mediating the relationship between service quality and hospital image on patient satisfaction. The population of this study was all patients who had received periodontal specialist services at RSGMP Unsoed Purwokerto. The sampling technique used was purposive sampling with the criterion of patients who had undergone treatment at least once. The number of respondents analyzed in this study was 120 people. Data collection was conducted using a structured questionnaire designed based on the indicators of each research variable, namely technical quality, functional quality, hospital image, patient experience, and patient satisfaction. The collected data were then analyzed using the Partial Least Square–Structural Equation Modeling (PLS-SEM) method with the help of SmartPLS software to test the measurement model and structural model. The results of the study show that technical quality has a positive and significant effect on patient experience. These findings indicate that the accuracy of medical procedures, the technical skills of healthcare personnel, the precision in performing procedures, and the timeliness of services can improve the patient experience during treatment. Functional quality was also found to have a positive and significant effect on patient experience, reflecting the importance of effective communication, empathy, professionalism, and responsiveness of healthcare personnel in shaping a positive patient experience. In addition, hospital image had a positive and significant effect on patient experience, indicating that reputation, medical professionalism, hospital identity, and good management can create better perceptions and experiences for patients. Further analysis shows that patient experience has a positive and significant effect on patient satisfaction. This confirms that patient satisfaction is not only determined by the final outcome of treatment, but also by the overall experience felt during the service process. In addition, patient experience was found to mediate the influence of technical quality, functional quality, and hospital image on patient satisfaction. These findings indicate that patient experience plays an important role in transforming service quality and hospital image into patient satisfaction. The implications of this study indicate that the management of RSGMP Unsoed needs to improve the technical quality of services by strengthening the clinical competence of medical personnel, implementing consistent standard procedures, and improving the timeliness of services. Improving functional quality also needs to be a priority by emphasizing communication, empathy, and the professional attitude of health workers. In addition, the hospital's image needs to be maintained and improved through professional services, a comfortable environment, and organized and transparent hospital management. Theoretically, this study contributes to the development of health service management studies by emphasizing the role of patient experience as a mediating variable between service quality and patient satisfaction, and can be a reference for research and practice in patient-oriented health service management.

Item Type:	Thesis (Skripsi)
Nomor Inventaris:	C26073
Uncontrolled Keywords:	Technical Quality, Functional Quality, Hospital Image, Patient Experience, Patient Satisfaction
Subjects:	H > H252 Hospitals Personnel management J > J56 Job satisfaction P > P103 Patients
Divisions:	Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User:	Mrs. Dewi Ayu Pratiwi
Date Deposited:	13 Feb 2026 07:41
Last Modified:	13 Feb 2026 07:41
URI:	http://repository.unsoed.ac.id:443/id/eprint/39513

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