The Influence of People, Physical Evidence and Process on Outpatient Satisfaction at Siti Fatimah Hospital, South Sumatra Province in 2023
Keywords:
Patient satisfaction, People, Process, Physical Evidence, CVPAT, PL-SEM
Abstract
Medical services provided to patients are inseparable from their satisfaction with the medical services they receive. This study aims to examine and analyze the influence of the three elements of service, in the context of health services on patient satisfaction (Patient Satisfaction). The research method used is a quantitative research method with a survey where the data is obtained by cross sectional (Cross Sectional). The results model or empirical model from the PLS-SEM analysis shows that this research model has moderate predictive accuracy for the patient satisfaction variable. Patient satisfaction dependent variable can be explained by 60% by the three independent variables. From the new Cross Validated Predictive Ability Test (CVPAT) method, it is confirmed that this research model can be said to have predictive abilities. The findings of this study indicate that the three service element variables, namely People, Process and Physical Evidence, have strong evidence to say they can positively influence patient satisfaction in government-owned hospitals. The results of the IPMA statistical analysis show that the managerial implications that can be given are in the form of suggestions for the management of Siti Fatimah Hospital in South Sumatra Province to better manage services at the outpatient polyclinic. This can have an impact on service performance, because doctors are forced to examine patients quickly and often have to be in a hurry due to long queues of patients.
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References
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Chana, P., Phayaphrom, B., Siripipatthanakul, S., & Nurittamont, W. (2021). Effect of The Service Marketing Mix (7ps) On Patient Satisfaction For Clinic Services in Thailand. International Journal of Business, Marketing and Communication. 1(2).
Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.). Mahwah: Lawrence Erlbaum.
Darmawati, Ibrahim, A., Alang, A., Madi, B., & Ahmad, M. (2018). Metodologi Penelitian. Makasar: Gunadarma Ilmu.
Fatima, K. K. (2022, Februari). Laporan Hasil Survei Tingkat Kepuasan Pasien di Unit Pelayanan RSUD Siti Fatimah Prov. Sumsel Bulan Februari 2022. (I. Winalda, Interviewer)
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital Healthcare Service Quality, Patient Satisfaction and Loyalty: An Investigation in context of Private Healthcare Systems. International Journal of Quality & Reliability Management 35(1).
Firdian, E., Surachman, Santoso, & Budi, P. (n.d.). Aplikasi Metode Servqual dan Six Sigma Dalam Menganalisis Kualitas Layanan PT. PLN (Persero) Unit Pelayanan Jaringan (UPJ) Dinoyo Malang. Jurnal Iprekas: Ilmu Pengetahuan dan Rekayasa. Vo. 13, No. 1.
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Haque, D., Rahman, A., Pang, A., & Kow, A. (2020). Factors Affecting Customer’s Satisfaction and Loyalty in Hospitals in China.
Henseler, J., Ringle, C., & Sarstedt, M. (2015). A New Criterion For Assessing Discriminant Validity in Variance-Based Structural Equation Modeling. Journal of the Academy of Marketing Science, 43(1).
Hidayat, M., Rahmawati, A., & Hartono. (2022). Pengaruh Bauran Pemasaran 7P (Product, Price, Place, Promotion, Process, Physical Evidence dan People) Terhadap Kepuasan Pasien. Jurnal Ilmu Sosial, Manajemen, dan Akuntansi (JISMA). Vol.1 No.3, 149-158.
Homburg, C., & Stock, R. (2011). The Link between Salespeople’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis. Journal of the Academy of Marketing Science, 32.
Hurriyati, R. (2015). Bauran Pemasaran Dan Loyalitas Konsumen. Bandung: Penerbit Cv. Alfabeta.
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Irmawati, & Kurniasari, R. (2010). Pengaruh Kualitas Pelayanan Jasa terhadap Keputusan Pasien Berobat Rawat Inap di RSUD Moewardi Jebres. Jurnal Manajemen dan Bisnis. Vol. 15, No. 1.
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Nasution, N. R., Girsang, Ginting, R., & Silean, M. (2020). The Effect of Marketing Mix on Patient Satisfaction in Prima Vision Medan Special Hospital in 2019. International Journal of Research and Review Vol. 7(8).
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Peraturan Gubernur Nomor 38 Tahun 2017. (2017).
Peraturan Pemerintah No. 18 Tahun 2016 . (2016).
Pohan, I. (2013). Jaminan Mutu Layanan Kesehatan. Jakarta: EGC.
Prihatin, E., & Syahnur, M. H. (2020). Marketing Mix Practice Theory on Tourism Decision Makingin Makassar City. IOSR Journal of Humanities And Social Science (IOSR-JHSS, 25(7).
Putri, K. A., Ridho, S. L., & Setiawan, H. (2018). Pengaruh Physical Evidence Terhadap Minat Kunjung Kembali Wisatawan Ke Museum Negeri Sumatera Selatan. Jurnal Administrasi Bisnis Program Studi Usaha Perjalanan Wisata.
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Ramadani, C. P. (2020). ProceedingBook of The 2 International Conference on Business and Banking Innovations ( ICOBBI ) 2020 “ Nurturing Business and Banking Sustainability â€. ICOBBI “Nurturing Business and Banking Sustainability,†Vol.2.
Ravangard, R., Yaghoubi, M., Jayadi, M., & Bahadori, M. (2020). Health Promoting Hospital Models in Iran. Journal of Iran J. Public Health; 2016, Vol. 45, No. 3.
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Saragih, M., Pardede, J. A., & Sijabat, F. (2018). The Correlation Between Process and Physical Evidence Toward Patient Satisfaction Among Private Hospitals in Medan. Jurnal of Nursing Management. doi:doi:10.31219/osf.io/twqk5
Sekaran, U., & Bougie, R. (2017). Metode Penelitian untuk Bisnis: Pendekatan Pengembangan-Keahlian (6 ed., Vol. 1). Jakarta Selatan: Salemba Empat.
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Shabbir, A., & Malik, S. (2016). Measuring Patients’ Healthcare Service Quality Perceptions, Satisfaction, And Loyalty in Public And Private Sector Hospitals in Pakistan. International Journal of Quality & Reliability Management, 33(5).
Shmueli, G., Sarstedt, M., Hair, J., Cheah, J., Ting, H., Vaithilingam, S., & Ringle, C. (2019). Predictive Model Assessment in PLS-SEM: Guidelines for Using PLS Predict. European Journal of Marketing, Vol. 53 No. 11.
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Spiridon, Ș., Gheorghe, C. M., Gheorghe, I. R., & Purcărea, V. L. (2018). Removing The Barriers in Health Care Services: The Importance of Emotional Satisfaction. Journal of Medicine and Life, 11(2).
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Budiman. (2010). Hubungan Status Demografi dengan Kepuasan Masyarakat tentang Pelayanan Jamkesmas Wilayah Puskesmas Tanjungsari Kabupaten Bogor Tahun 2020. Jurnal Kesehatan Kartika.
Chana, P., Phayaphrom, B., Siripipatthanakul, S., & Nurittamont, W. (2021). Effect of The Service Marketing Mix (7ps) On Patient Satisfaction For Clinic Services in Thailand. International Journal of Business, Marketing and Communication. 1(2).
Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.). Mahwah: Lawrence Erlbaum.
Darmawati, Ibrahim, A., Alang, A., Madi, B., & Ahmad, M. (2018). Metodologi Penelitian. Makasar: Gunadarma Ilmu.
Fatima, K. K. (2022, Februari). Laporan Hasil Survei Tingkat Kepuasan Pasien di Unit Pelayanan RSUD Siti Fatimah Prov. Sumsel Bulan Februari 2022. (I. Winalda, Interviewer)
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital Healthcare Service Quality, Patient Satisfaction and Loyalty: An Investigation in context of Private Healthcare Systems. International Journal of Quality & Reliability Management 35(1).
Firdian, E., Surachman, Santoso, & Budi, P. (n.d.). Aplikasi Metode Servqual dan Six Sigma Dalam Menganalisis Kualitas Layanan PT. PLN (Persero) Unit Pelayanan Jaringan (UPJ) Dinoyo Malang. Jurnal Iprekas: Ilmu Pengetahuan dan Rekayasa. Vo. 13, No. 1.
Fuad, L., Tamtomo, D., & Sulaeman, E. (2019). Multilevel Analysis on the Effect of Marketing Mix Strategy toward Patient Satisfaction in Magelang, Central Java. Journal of Health Policy and Management. 4(1).
Ghozali, I., & Latan, H. (2021). Partial least squares: Konsep, Teknik, Dan Aplikasi Menggunakan Program SmartPLS3.0 (Edisi 2). Semarang: Badan Penerbit Universitas Diponogoro.
Hair, J. F., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3e). CA: Thousand Oaks: Sage.
Hair, J., & Sarstedt, M. (2021). Explanation Plus Prediction: The Logical Focus of Project Management Research. Project Management Journal, Vol. 52 No. 4.
Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate Data Analysis (7th ed). New Jersey: Pearson Education .
Hair, J., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When To Use And How To Report The Results of PLS-SEM. European business review, 31(1), 2-24.
Handayani, S. (2016). Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan di Puskesmas Baturetno. PROFESI Vol. 14, No. 1.
Handoko, W., & Panjaitan, H. (2017). Analisis Pengaruh Marketing Mix 7P (Product,Price,Place,Promotion, Physical Evidence,People,Process) Terhadap Keputusan Pembelian Banner Pada CV. Apple Print. .Jurnal Ilmiah Manajemen Vol. 5(4).
Haque, D., Rahman, A., Pang, A., & Kow, A. (2020). Factors Affecting Customer’s Satisfaction and Loyalty in Hospitals in China.
Henseler, J., Ringle, C., & Sarstedt, M. (2015). A New Criterion For Assessing Discriminant Validity in Variance-Based Structural Equation Modeling. Journal of the Academy of Marketing Science, 43(1).
Hidayat, M., Rahmawati, A., & Hartono. (2022). Pengaruh Bauran Pemasaran 7P (Product, Price, Place, Promotion, Process, Physical Evidence dan People) Terhadap Kepuasan Pasien. Jurnal Ilmu Sosial, Manajemen, dan Akuntansi (JISMA). Vol.1 No.3, 149-158.
Homburg, C., & Stock, R. (2011). The Link between Salespeople’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis. Journal of the Academy of Marketing Science, 32.
Hurriyati, R. (2015). Bauran Pemasaran Dan Loyalitas Konsumen. Bandung: Penerbit Cv. Alfabeta.
Ibrahim, A., Chompikul, J., & Isaranurug, S. (2008). Patient Satisfaction with Health Services at the Outpatient Department of Indira Gandi Memorial Hospital. Amale'Maldives: Doctoral Dissertation: Mahidol University.
Irmawati, & Kurniasari, R. (2010). Pengaruh Kualitas Pelayanan Jasa terhadap Keputusan Pasien Berobat Rawat Inap di RSUD Moewardi Jebres. Jurnal Manajemen dan Bisnis. Vol. 15, No. 1.
Kaihatu, T. S. (2008). Analisa Kesenjangan Kualitas Pelayanan dan Kepuasan Konsumen Pengunjung Plaza Tunjangan Surabaya. Jurnal Manajemen dan Kewirausahaan. Vol. 10. 1.
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Kotler, P., & Armstrong, G. (2018). Principle of Marketing, 17e Global Edition. New York: Pearson Education Limited.
Kotler, P., & Keller, K. (2016). Marketing Managemen (15th Edition). Pearson Education,Inc.
Krisnatuti, D., Mahyardiani, & Harytoyo, R. (2020). Menguji Kepuasan dan Loyalitas Pasien RSIA Budi Kemuliaan Menggunakan Bauran Pemasaran. Jurnal Aplikasi Manajemen dan Bisnis, 6(1).
Kurniawan, D. (2019). Pengaruh Proactive Service, People, dan Physical Evidence Terhadap Kepuasan Nasabah Kredit Usaha Rakyat (KUR). Jurnal Ekonollogi Ilmu Manahemen 6(2).
Kuswibowo, C. (2020). Pengaruh Physical Evidence dan Customer Trust terhadap patient Satisfaction di RSUD Kota Tangerang. Sinamu Universitas Muhammadiyah Tangerang (2), 51-54.
Linggo, M., & Bernarto, I. (2022). Pengaruh people, physical evidence, process dan price fairness terhadap patient satisfaction di Klinik Linggo Gitohusodo. Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Samratulangi. 9 (2), 779-784.
Lupiyoadi, R. (2016). Manajemen Pemasaran Jasa Edisi 3. Jakarta: Salemba Empat.
Memon, M., Cheah, J., Ramayah, H., Chuah, F., & Cham, T. (2019). Moderation Analysis: Issues and Guidelines. Journal of Applied Structural Equation Modeling, 3(1).
Nasution, N. R., Girsang, Ginting, R., & Silean, M. (2020). The Effect of Marketing Mix on Patient Satisfaction in Prima Vision Medan Special Hospital in 2019. International Journal of Research and Review Vol. 7(8).
Payne, A. (2021). Pemasaran Jasa (terjemahan Fandi Tjiptono). Yogyakarta: Andi Offset.
Peraturan Gubernur Nomor 38 Tahun 2017. (2017).
Peraturan Pemerintah No. 18 Tahun 2016 . (2016).
Pohan, I. (2013). Jaminan Mutu Layanan Kesehatan. Jakarta: EGC.
Prihatin, E., & Syahnur, M. H. (2020). Marketing Mix Practice Theory on Tourism Decision Makingin Makassar City. IOSR Journal of Humanities And Social Science (IOSR-JHSS, 25(7).
Putri, K. A., Ridho, S. L., & Setiawan, H. (2018). Pengaruh Physical Evidence Terhadap Minat Kunjung Kembali Wisatawan Ke Museum Negeri Sumatera Selatan. Jurnal Administrasi Bisnis Program Studi Usaha Perjalanan Wisata.
Radfan, N., & Hariyanti, T. (2015). Pengaruh Bauran Pemasaran Terhadap Loyalitas Pasien di Poliklinik Paru Rumah Sakit Paru Batu. Jurnal Aplikasi Manajemen, 13(2).
Rahman, M. A. (2020). Pemasaran Jasa Rumah Sakit. Makasar: UPT Perpustakaan Alauddin.
Ramadani, C. P. (2020). ProceedingBook of The 2 International Conference on Business and Banking Innovations ( ICOBBI ) 2020 “ Nurturing Business and Banking Sustainability â€. ICOBBI “Nurturing Business and Banking Sustainability,†Vol.2.
Ravangard, R., Yaghoubi, M., Jayadi, M., & Bahadori, M. (2020). Health Promoting Hospital Models in Iran. Journal of Iran J. Public Health; 2016, Vol. 45, No. 3.
Respati, D., Ayatulloh, M., & Khairunnisa, H. (n.d.). Konsep Dasar Structural Equation Model-Partial Least Square (SEM-PLS) menggunakan SmartPLS. Banten: Pascal Books.
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Sanjaya, S. (2017). Pengaruh People, Process, Dan Physical Evidence Terhadap Kepuasan Atas Pelayanan Pada Rumah Sakit Siti Rahmah Kota Padang. UNES Journal Of Social and Economics Research, 2(1).
Saragih, M., Pardede, J. A., & Sijabat, F. (2018). The Correlation Between Process and Physical Evidence Toward Patient Satisfaction Among Private Hospitals in Medan. Jurnal of Nursing Management. doi:doi:10.31219/osf.io/twqk5
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