| dc.contributor.author | Nurzali, Edward | |
| dc.date.accessioned | 2026-03-01T04:58:32Z | |
| dc.date.available | 2026-03-01T04:58:32Z | |
| dc.date.issued | 2022-06-27 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/9227 | |
| dc.description | RawatDiRumah.com is a home care health service that is expected to make it easier for people to get medical services at home to reduce the risk of contacting diseases that may occur if they are treated at the hospital. Seeing the fairly high competition between home care health service, RawatDiRumah.com needs to pay attention to service quality which will affect customer satisfaction and customer trust. The purpose of this research is to determine the effect of service quality on customer trust through customer satisfaction as a mediating variable. The population of this research is all customers who have used the RawatDiRumah.com home care service at least 2 times in June - December 2021. The sample used in this research was 86 respondents who were determined by the saturated sample method. The model used by the researcher is statistical analysis of Structural Equation Modeling (SEM) and analyzed using Partial Least Square (PLS). The results of this study indicate that there is a positive and significant influence between service quality and customer satisfaction, customer satisfaction and customer trust, service quality and customer trust, and customer satisfaction acts as a mediating variable in the relationship between service quality and customer trust of home care health service RawatDiRumah.com. | en_US |
| dc.description.abstract | RawatDiRumah.com merupakan layanan home care yang diharapkan dapat mempermudah masyarakat untuk mendapatkan pelayanan medis di rumah sehingga mengurangi resiko tertular penyakit yang mungkin dapat terjadi apabila mereka berobat di rumah sakit. Melihat persaingan yang cukup tinggi antara penyedia layanan home care, RawatDiRumah.com perlu untuk memperhatikan service quality yang akan mempengaruhi customer satisfaction dan customer trust. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh service quality terhadap customer trust melalui customer satisfaction sebagai variabel mediasi. Populasi dari penelitian ini merupakan seluruh pelanggan yang pernah menggunakan layanan home care RawatDiRumah.com minimal 2 kali pada bulan Juni - Desember 2021. Sampel penelitian yang digunakan dalam penelitian ini sebanyak 86 responden yang ditetapkan dengan metode sampel jenuh. Dalam penelitian ini, model yang digunakan oleh peneliti yaitu analisis statistik Structural Equation Modeling (SEM) dan dianalisis menggunakan Partial Least Square (PLS). Hasil dari penelitian ini menunjukkan bahwa terdapat pengaruh yang positif dan signifikan antara service quality dengan customer satisfaction, customer satisfaction dengan customer trust, service quality dengan customer trust, dan customer satisfaction berperan sebagai variabel mediasi dalam hubungan service quality dan customer trust layanan kesehatan home care RawatDiRumah.com. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra | en_US |
| dc.subject | home care | en_US |
| dc.subject | service quality | en_US |
| dc.subject | customer satisfaction | en_US |
| dc.subject | customer trust | en_US |
| dc.title | Analisis Service Quality Terhadap Customer Trust dengan Customer Satisfaction Sebagai Variabel Intervening pada Layanan Kesehatan Home Care RawatDiRumah.Com | en_US |
| dc.title.alternative | The Effect of Service Quality on Customer Trust with Customer Satisfaction as Intervening Variables in Home Care Health Service RawatDiRumah.com | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.kodeprodi | 61101 | |
| dc.identifier.dosenpembimbing | Helena Sidharta | |
