Antesenden Patient Satisfaction Serta Dampaknya Terhadap Patient Loyalty di Rumah Sakit Swasta XYZ Kabupaten Mimika
Keywords:
Patient satisfaction, Patient loyalty, service quality
Abstract
Penelitian ini menguji dan menganalisa pengaruh dari physical accessibility, waiting time, consultation time, hospital hotel services, administrative pocedures dan service quality terhadap patient satisfaction dan dampaknya terhadap patient loyalty. Penelitian ini mengadopsi model penelitian dari penelitian sebelumnya dengan mengambil sampel penelitian pada rumah sakit swasta XYZ di Kab.Mimika,Provinsi Papua tengah menggunakan pendekatan cross sectional. Data responden diambil menggunakan kuesioner penelitian bagi pasien-pasien yang mendapatkan layanan kesehatan di instalasi rawat jalan dan instalasi rawat inap rumah sakit XYZ. Terdapat 139 responden yang memenuhi kriteria inklusi penelitian dan dianalisa menggunakan software statistik PLS SEM 4.1.0.9. Hasil penelitian menunjukkan hasil yang bervariasi 6 anteseden terbukti memiliki pengaruh terhadap patient satisfaction. 2 Antesenden Consultation time dan waiting time memiliki pengaruh lebih besar dibandingkan 4 antesenden lainnya. temuan penelitian ini membuktikan dampak positif dari patient satisfaction terhadap patient loyalty pada rumah sakit XYZ. Dari penelitian ini dapat diberikan implikasi manajerial untuk manajemen RS.XYZ untuk meningkatkan kualitas layanan yang nantinya akan berpengaruh positif terhadap patient satisfaction dan berdampak terhadap patient loyalty juga mampu memberikan kontribusi positif terhadap pengembangan ilmu pengetahuan khusunya di bidang manajemen administrasi rumah sakit.Penelitian ini juga memiliki keterbatasan yang bisa dijadikan acuan bagi penelitian selanjutnya
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References
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Asamrew, Nebsu et al. 2020. “Level of Patient Satisfaction with Inpatient Services and Its Determinants: A Study of a Specialized Hospital in Ethiopia.” Journal of Environmental and Public Health 2020. doi: 10.1155/2020/2473469.
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Chairina, Raden Roro Lia. 2019. Analisis Manajemen Sumber Daya Manusia.
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Irawan, Beny et al. 2020. “Analisis Tingkat Kepuasan Pasien Terhadap Mutu Pelayanan.” Jurnal Keperawatan Dan Fisioterapi (Jkf) 3(1):58–64.
Johnson, Dana M., and Roberta S. Russell. 2015. “SEM of Service Quality to Predict Overall Patient Satisfaction in Medical Clinics: A Case Study.” Quality Management Journal 22(4):18–36.
Lerebours, Florence et al. 2015. “Satisfaction Des Patientes Traitées Par Chimiothérapie En Hôpital de Jour Pour Un Cancer Du Sein : Résultats de l’enquête TemporELLES.” Bulletin Du Cancer 102(4):316–23.
Liu, Sha et al. 2021. “The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust.” Inquiry (United States) 58. doi: 10.1177/00469580211007221.
Mahendika, Devin et al. 2023. “Administrasi Rumah Sakit.” P. 144 in. Solok: PT.Mafy Media Literasi Indonesia.
Mahmud, Md Shahed et al. 2021. “Does Healthcare Service Quality Affect Outbound Medical Tourists’ Satisfaction and Loyalty? Experience from a Developing Country.” International Journal of Pharmaceutical and Healthcare Marketing 15(3):429–50. doi: 10.1108/IJPHM-04-2020-0028.
Mandagi, Deske W. et al. 2024. “Empirical Nexus of Hospital Brand Gestalt, Patient Satisfaction and Revisit Intention.” International Journal of Pharmaceutical and Healthcare Marketing 18(2):215–36. doi: 10.1108/IJPHM-04-2023-0030.
Marzuq, Naufal Hilmi, and Helen Adriani. 2022. “Hubungan Service Quality Terhadap Kepuasan Pasien Di Fasilitas Pelayanan Kesehatan: Literature Review.” Jurnal Pendidikan Tambusai 6:13996.
Mohd, Athar, and Abhijit Chakravarty. 2014. “Patient Satisfaction with Services of the Outpatient Department.” Medical Journal Armed Forces India 70(3):237– 42.
Munir, Bilal Ahmad et al. 2020. “Geospatial Assessment of Physical Accessibility of Healthcare and Agent-Based Modeling for System Efficacy.” GeoJournal 85(3):665–80.
Nguyen, Nhi Xuan et al. 2021. “Impact of Service Quality on In-Patients’ Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country.” Patient Preference and Adherence 15:2523–38. doi: 10.2147/PPA.S333586.
OMS. 2012. “Optimizing Health Worker Roles to Improve Access to Key Maternal and Newborn Health Interventions through Task Shifting.” World Health Organisation 1–98.
Park, Kisoo et al. 2016. “Public Satisfaction with the Healthcare System Performance in South Korea: Universal Healthcare System.” Health Policy 120(6):621–29.
Pena, Mileide Morais et al. 2013. “The Use of the Quality Model of Parasuraman, Zeithaml and Berry in Health Services.” Revista Da Escola de Enfermagem 47(5):1227–32. doi: 10.1590/S0080-623420130000500030.
Sarstedt, Marko et al. 2022. “Progress in Partial Least Squares Structural Equation Modeling Use in Marketing Research in the Last Decade.” Psychology and Marketing 39(5):1035–64. doi: 10.1002/mar.21640.
Schmalbach, Juan Carlos Vergara, and Francisco Javier Maza Avila. 2018.
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Sekaran, Uma, and Roger Bougie. 2016. Research Methods for Business. Setyawan, Febri Endra Budi, and Stefanus Supriyanto. 2019. Manajemen Rumah
Sakit. Jakarta: Zifatama Jawara.
Siripipatthanakul, Supaprawat. 2021. “Service Quality, Patient Satisfaction, Word- of-Mouth, and Revisit Intention in a Dental Clinic, Thailand.” International Journal of Trend in Scientific Research and Development 5(5):832–41.
Sugiarto. 2022. Metodologi Penelitian Bisnis. Edisi ke d. Yogyakarta.
Suleiman, Shamsuddeen, and Yasir Abdulkadir. 2022. “Partial Least Square Structural Equation Modeling (PLS-SEM) of Patient Satisfaction on Service Quality in Katsina Public Hospitals.” Asian Journal of Probability and Statistics 17(3):49–60. doi: 10.9734/ajpas/2022/v17i330426.
Swain, Swapnarag, and Rohit Kumar Singh. 2021. “Measuring the Impact of Perceived Service Quality on Insured and Uninsured Patients’ Satisfaction.” Measuring Business Excellence 25(3):346–67.
Wu, Qunhong et al. 2021. “Patients Satisfaction with Healthcare Delivery in Ghana.” BMC Health Services Research 21(1):1–13. doi: 10.1186/s12913- 021-06717-5.
Yamin, Sofyan. 2022. Olah Data Statistik: SmartPLS 3, Smart PLS 4, Amos & Stata. Edisi III. Bekasi: PT Dewangga Energi Internasional.
Zhang, Yucheng et al. 2018. “Hospital Service Quality and Patient Loyalty: The Mediation Effect of Empathy.” Journal of Business and Industrial Marketing 33(8):1176–86. doi: 10.1108/JBIM-02-2018-0072.
Aburayya, Ahmad et al. 2020. “An Investigation of Factors Affecting Patients Waiting Time in Primary Health Care Centers: An Assessment Study in Dubai.” Management Science Letters 10(6):1265–76. doi: 10.5267/j.msl.2019.11.031.
Aladwan, Mohammad Abdallah et al. 2021. “Relationship among Service Quality, Patient Satisfaction and Patient Loyalty: Case Study in Jordan Mafraq Hospital.” Linguistics and Culture Review 5(S3):27–40. doi: 10.21744/lingcure.v5ns3.1368.
Alshrbaji, Mohammad et al. 2022. “The Impact of Total Quality Management and Perceived Service Quality on Patient Satisfaction in Healthcare: A Systematic Review.” 2022 Advances in Science and Engineering Technology International Conferences, ASET 2022 (April). doi: 10.1109/ASET53988.2022.9734872.
Amelung, Dorothee et al. 2020. “Influence of Doctor-Patient Conversations on Behaviours of Patients Presenting to Primary Care with New or Persistent Symptoms: A Video Observation Study.” BMJ Quality and Safety 29(3):198–
208. doi: 10.1136/bmjqs-2019-009485.
Amos, Daniel et al. 2022. “The Mediation Effects of Finance on the Relationship between Service Quality and Performance of Hospital Facilities Management Services.” Facilities 40(3–4):149–63.
Asamrew, Nebsu et al. 2020. “Level of Patient Satisfaction with Inpatient Services and Its Determinants: A Study of a Specialized Hospital in Ethiopia.” Journal of Environmental and Public Health 2020. doi: 10.1155/2020/2473469.
Bell, Emma et al. 2022. Business Research Methods. Sixth edit. United Kingdom: Oxfords.
Carvalho, Roberto et al. 2021. “Analysis of Root Causes of Problems Affecting the Quality of Hospital Administrative Data: A Systematic Review and Ishikawa Diagram.” International Journal of Medical Informatics 156.
Chairina, Raden Roro Lia. 2019. Analisis Manajemen Sumber Daya Manusia.
Pertama. Sidoarjo: Zifatama Jawara.
Clifford Bleustein, MD, MBA et al. 2014. “Wait Times, Patient Satisfaction Scores, and the Perception of Care.” American Journal of Managed Care 20(May 2014 5):393–400.
Derebe, Mulatu Melese et al. 2017. “Low Satisfaction of Clients for the Health Service Provision in West Amhara Region, Ethiopia.” PLoS ONE 12(6):1–10. doi: 10.1371/journal.pone.0179909.
Dwi Lestari, Denisa et al. 2020. “Hubungan Waktu Tunggu Pelayana Rawat Jalan Terhadap Kepuasan Pasien Di Poliklinik Spesialis Penyakit Dalam Rsud Kota Bogor Tahun 2018-2019.” Promotor 3(3):231–40. doi: 10.32832/pro.v3i3.4172.
Frichi, Youness et al. 2020. “Modeling the Impact of Hospital Logistics on Quality of Care and Patient Satisfaction: Results of a Survey in Three Public Healthcare Facilities in Fez-Morocco.” Journal of Industrial Engineering and Management 13(2):296–320. doi: 10.3926/jiem.3143.
Hair, Joseph F. et al. 2019. “When to Use and How to Report the Results of PLS- SEM.” European Business Review 31(1):2–24. doi: 10.1108/EBR-11-2018- 0203.
Hair, Joseph F., Thomas M. Hult, Christian M. Ringle, and Marko Sartsedt. 2021. No TitleA Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Second. USA.
Hair, Joseph F., Thomas M. Hult, Christian M. Ringle, Marko Sartsedt, et al. 2021. Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springers.
Haque, Rasheedul et al. 2020. “Factors Affecting Customer’s Satisfaction and Loyalty in Hospitals in China.” Asian Journal of Technology & Management Research 10:1.
Harmen, Elsa Luvia et al. 2020. “Model Keterkaitan Persepsi Nilai, Citra Merek, Kepuasan Dan Loyalitas Pelanggan Rumah SakitModel Keterkaitan Persepsi Nilai, Citra Merek, Kepuasan Dan Loyalitas Pelanggan Rumah Sakit.” Jurnal Manajemen Dan Kewirausahaan 8(2):216–25. doi: 10.26905/jmdk.v8i2.5094.
Hunter-Jones, Philippa et al. 2020. “Visioning a Hospitality-Oriented Patient Experience (HOPE) Framework in Health Care.” Journal of Service Management 31(5):869–88.
Irawan, Beny et al. 2020. “Analisis Tingkat Kepuasan Pasien Terhadap Mutu Pelayanan.” Jurnal Keperawatan Dan Fisioterapi (Jkf) 3(1):58–64.
Johnson, Dana M., and Roberta S. Russell. 2015. “SEM of Service Quality to Predict Overall Patient Satisfaction in Medical Clinics: A Case Study.” Quality Management Journal 22(4):18–36.
Lerebours, Florence et al. 2015. “Satisfaction Des Patientes Traitées Par Chimiothérapie En Hôpital de Jour Pour Un Cancer Du Sein : Résultats de l’enquête TemporELLES.” Bulletin Du Cancer 102(4):316–23.
Liu, Sha et al. 2021. “The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust.” Inquiry (United States) 58. doi: 10.1177/00469580211007221.
Mahendika, Devin et al. 2023. “Administrasi Rumah Sakit.” P. 144 in. Solok: PT.Mafy Media Literasi Indonesia.
Mahmud, Md Shahed et al. 2021. “Does Healthcare Service Quality Affect Outbound Medical Tourists’ Satisfaction and Loyalty? Experience from a Developing Country.” International Journal of Pharmaceutical and Healthcare Marketing 15(3):429–50. doi: 10.1108/IJPHM-04-2020-0028.
Mandagi, Deske W. et al. 2024. “Empirical Nexus of Hospital Brand Gestalt, Patient Satisfaction and Revisit Intention.” International Journal of Pharmaceutical and Healthcare Marketing 18(2):215–36. doi: 10.1108/IJPHM-04-2023-0030.
Marzuq, Naufal Hilmi, and Helen Adriani. 2022. “Hubungan Service Quality Terhadap Kepuasan Pasien Di Fasilitas Pelayanan Kesehatan: Literature Review.” Jurnal Pendidikan Tambusai 6:13996.
Mohd, Athar, and Abhijit Chakravarty. 2014. “Patient Satisfaction with Services of the Outpatient Department.” Medical Journal Armed Forces India 70(3):237– 42.
Munir, Bilal Ahmad et al. 2020. “Geospatial Assessment of Physical Accessibility of Healthcare and Agent-Based Modeling for System Efficacy.” GeoJournal 85(3):665–80.
Nguyen, Nhi Xuan et al. 2021. “Impact of Service Quality on In-Patients’ Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country.” Patient Preference and Adherence 15:2523–38. doi: 10.2147/PPA.S333586.
OMS. 2012. “Optimizing Health Worker Roles to Improve Access to Key Maternal and Newborn Health Interventions through Task Shifting.” World Health Organisation 1–98.
Park, Kisoo et al. 2016. “Public Satisfaction with the Healthcare System Performance in South Korea: Universal Healthcare System.” Health Policy 120(6):621–29.
Pena, Mileide Morais et al. 2013. “The Use of the Quality Model of Parasuraman, Zeithaml and Berry in Health Services.” Revista Da Escola de Enfermagem 47(5):1227–32. doi: 10.1590/S0080-623420130000500030.
Sarstedt, Marko et al. 2022. “Progress in Partial Least Squares Structural Equation Modeling Use in Marketing Research in the Last Decade.” Psychology and Marketing 39(5):1035–64. doi: 10.1002/mar.21640.
Schmalbach, Juan Carlos Vergara, and Francisco Javier Maza Avila. 2018.
“Structural Equation Models Applied for Evaluating Service Quality and Satisfaction in the Healthcare System of Cartagena de Indias D. T. Y C. (Colombia).” Economics and Sociology 11(2):200–215. doi: 10.14254/2071- 789X.2018/11-2/14.
Sekaran, Uma, and Roger Bougie. 2016. Research Methods for Business. Setyawan, Febri Endra Budi, and Stefanus Supriyanto. 2019. Manajemen Rumah
Sakit. Jakarta: Zifatama Jawara.
Siripipatthanakul, Supaprawat. 2021. “Service Quality, Patient Satisfaction, Word- of-Mouth, and Revisit Intention in a Dental Clinic, Thailand.” International Journal of Trend in Scientific Research and Development 5(5):832–41.
Sugiarto. 2022. Metodologi Penelitian Bisnis. Edisi ke d. Yogyakarta.
Suleiman, Shamsuddeen, and Yasir Abdulkadir. 2022. “Partial Least Square Structural Equation Modeling (PLS-SEM) of Patient Satisfaction on Service Quality in Katsina Public Hospitals.” Asian Journal of Probability and Statistics 17(3):49–60. doi: 10.9734/ajpas/2022/v17i330426.
Swain, Swapnarag, and Rohit Kumar Singh. 2021. “Measuring the Impact of Perceived Service Quality on Insured and Uninsured Patients’ Satisfaction.” Measuring Business Excellence 25(3):346–67.
Wu, Qunhong et al. 2021. “Patients Satisfaction with Healthcare Delivery in Ghana.” BMC Health Services Research 21(1):1–13. doi: 10.1186/s12913- 021-06717-5.
Yamin, Sofyan. 2022. Olah Data Statistik: SmartPLS 3, Smart PLS 4, Amos & Stata. Edisi III. Bekasi: PT Dewangga Energi Internasional.
Zhang, Yucheng et al. 2018. “Hospital Service Quality and Patient Loyalty: The Mediation Effect of Empathy.” Journal of Business and Industrial Marketing 33(8):1176–86. doi: 10.1108/JBIM-02-2018-0072.
Published
2025-03-24
Section
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Copyright (c) 2025 Theresia Handayani Reba, Yohana Cahya F Palupi Meilani
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