Peran Mediasi Kepercayaan Pasien Pada Pengaruh Perilaku Relasional dan Integritas Agen Asuransi Terhadap Utilitasi Layanan Rumah Sakit Kelas B Jakarta
DOI:
https://doi.org/10.38035/jemsi.v7i4.7891Keywords:
Perilaku Relasional, Integritas Agen, Kepercayaan Pasien, Utilisasi Layanan Rumah Sakit, Asuransi Kesehatan KomersialAbstract
Pemanfaatan layanan rumah sakit pada pasien asuransi kesehatan komersial tidak hanya ditentukan oleh kebutuhan klinis, tetapi juga oleh kualitas interaksi dengan agen asuransi. Penelitian ini bertujuan menganalisis pengaruh perilaku relasional dan integritas agen asuransi terhadap utilisasi layanan rumah sakit melalui kepercayaan pasien pada pasien asuransi kesehatan komersial di Rumah Sakit Kelas B Jakarta. Penelitian menggunakan desain kuantitatif survei dengan pengumpulan data melalui kuesioner pada pasien yang memanfaatkan layanan dalam 12 bulan terakhir. Variabel perilaku relasional, integritas agen, kepercayaan pasien, dan utilisasi layanan (rawat jalan, rawat inap, IGD) dianalisis menggunakan Structural Equation Modeling. Hasil analisis menunjukkan bahwa perilaku relasional dan integritas agen berpengaruh signifikan terhadap kepercayaan pasien. Kepercayaan pasien juga berpengaruh signifikan terhadap utilisasi layanan rumah sakit serta memediasi pengaruh perilaku relasional dan integritas agen terhadap utilisasi. Temuan ini menegaskan bahwa penguatan perilaku relasional dan integritas agen penting untuk membangun kepercayaan dan mendukung utilisasi layanan yang lebih konsisten pada segmen asuransi komersial.
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