Pengaruh Kualitas Layanan, Citra, Fasilitas dan Harga terhadap Kepuasan Pasien pada Rumah Sakit Swasta Tipe B Daerah Surabaya Timur
Abstract
The aim of this research is to examine and analyze the influence of service quality, hospital’s image, facilities and prices on patient satisfaction. The research method used survey method with cross-section data collection through questionnaires. The sample was obtained by convenience sampling as many as 78 peoples who received treatment at the type B private hospitals in the East Surabaya City area. The data analysis method used in hypothesis testing is Structural Equation Modeling (SEM). The research results provide evidence that service quality and prices have a positive effect on patient satisfaction. While the image of Hospital and facilities have no effect on patient satisfication.
Keywords
Full Text:
PDFReferences
Achrol. (1991). Evolution of the Marketing Organization : New Forms for Turbulent Environments. Journal of Marketing, 55(4), 77-93.
Alma, B. (2022). Manajemen Pemasaran dan Pemasaran Jasa. Bandung: CV Alvabeta.
Alrubaiee, L. (2011). The Mediating Effect of Patient Satis- faction in the Patients’ Perceptions of Healthcare Quality – Patient Trust Relationship. International Journal of Marketing Studies, 3(1).
Amin, e. a. (2013). Contrasting the Drivers of Costumer Satisfaction on Image, Trust, Andloyalty of Muslim and Non-Muslim Customers in Malaysia . International Journal of Bank Marketing.=, 31(2), 79-97.
Andaleeb, S. (1998). Determinants of Costumer Satisfaction with Hospitals : a Managerial Model. International Journal of Health Care Quality Assurance, 11(6), 181-187.
Anderson, e. a. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58, 53-66.
Aria, M., & Atik, I. L. (2018). Tata Kelola dan Administrasi Untuk Meningkatkan Kualitas Pelayanan Administrasi PT. BAM. Jurnal Institusi Politeknik Ganesha, 16.
Arnett, M. J., Orpe, R. J., Gaskin, D. J., Bowie, J. V., & LaVeist, T. A. (2016). Race, medical mistrust, and segregation in primary care as usual source of care: Findings from the Exploring Health Disparities in Integrated Communities Study. Journal of Urban Health, 93(3), 456-467.
Barnes, J. G. (2003). Establishing meaningful customer relationships, why some companies and brands mean more to their customers Managing Service Quality. An International Journal, 13(3), 178-186. doi:http://lldx doi org/10 1108/09604520310476445.
Basalamah, K. F., Ahri, R. A., & Multazam, M. (2021). Pengaruh Citra dan Kualitas Layanan Terhadap Kepuasan dan Minat Kembali Pasien pada Rumah Sakit Umum Daerah Kota Makassar. An Idea Health Journal, 1(2), 81-91.
Belanger, France, Hiller, J., & Smith, W. (2022). Trustworthiness in electronic commerce: The role of privacy, security, and site attributes. Journal of Strategic Information Systems, 11, 245-270.
Boland, P. (t.thn.). How a large hospital system pro ted by putting patients rst. Managed Care. Diambil kembali dari http://www.managed- caremag.com/archives/1302/1302.bookreview.html
Campos-Castillo, C., Woodson, B. W., Eiss-Morse, E., Sacks, T., Fleig-Palmer, M. M., & Peek, M. E. (2016). Examining the relationship between interpersonal and institutional trust in political and health care contexts. In E. Shockley, T. M. S. Neal, L. M. PytlikZillig, & B. H. Bornsteain (Eds.), Interdisciplinary perspec- tives on trust: Towards theoretical an. New York: NY: Springer International Publishing.
Chung, & Shin, I. (2010). The antecedents and consequents of relationship quality in internet shopping Asia Pacific. Journal of Marketing Logistics, 22(4), 473-491. doi:http://lldx dol orgl 10 110813555851011090510
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: a Reexamination and Extension. Journal of Marketing, 56(3), 55-38.
D, M., & Hadiwidjojo . (2012). Analisis Kepuasan Pasien sebagai Mediasi Pengaruh Kualitas Pelayanan Kesehatan terhadap Citra Rumah Sakit Umum Daerah (RSUD) Arifin Achmad Pekanbaru. Jurnal Aplikasi Manajemen, 10(3).
Doney , M. P., & Cannon , P. (1997, April). An Examination of the Na- ture of Trust in Buyer-Seller Relationships. Journal of Marketing, 61, 35-51.
Fadlilah, I. N., Listyorini, S., & Hadi, S. P. (2022). Pengaruh Kualitas Pelayanan, Fasilitas, dan Harga Terhadap Kepuasan Pasien (Studi Pada Pasien Rawat Jalan Klinik Pratama “Al-Fatah” Kabupaten Kudus). Jurnal Ilmu Administrasi Bisnis, 11(1), 23-32. Diambil kembali dari https://ejournal3.undip.ac.id/index.php/jiab
Francken, D. A., & Van Raaij, W. F. (1981). Satisfaction with Leisure Time Activities. Journal of Leisure Research, 13(4), 337-352.
Hair, e. a. (1998). Multivariate Data Analysis (5th Edition ed.). New Jersey: Prentice Hall, Upper Saddle River.
Hair, J. F., & et al. (2010). Multivariate Data Analysis (7th Edition ed.). New Jersey: Pearson Prentice Hall.
Hosang, N., Tumbel , A., & Moniharapon, S. (2016). Analisis Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pasien (Studi Kasus Pada Rumah Sakit Siloam Manado). Jurnal Berkala Ilmiah Efisiensi, 16(1), 159-171.
Jani, H. (2011). Investigating the key factors affecting behavioral intentions. International Journal of Contemporary Hospitality Management, 23(7), 1000-1018. doi:http //dx doi org/10 1108/09596111111167579
Juhana, D., Manik, E., Febrinella, C., & Sidharta, I. (2015). Empirical Study on Patient Satisfication and Patient Loyalty on Public Hospital in Bandung, Indonesia. IJABER, 13(6), 4305-4326. Diambil kembali dari https://www.researchgate.net/publication/301680970
Kang , G. D., & James , J. (2004). Service Quality Dimensions: an Examination of Gronroos’s Service Quality Model. Dalam Managing Service Quality (Vol. 4, hal. 266-77).
Kantsperger, R., & Kunz, W. H. (2010). Consumer trust in service companies a multiple mediating analysis Managing Service Quality. An International Journal, 20(1), 4-25. doi:http lldx dol.org/10 11080960452101101 1603
Kim, K. H., & et al. (2008). Brand Equity in Hospital Marketing. Journal of Business Research, 61, 75-82.
Kinlock, B. L., Parker, L. J., Bowie, J. V., Howard , D. L., LaVeist, T. A., & orpe, R. J. (2017). High Levels of Medical Mistrust are Associated with Low Quality of Life Among Black and White Men with Prostate Cancer. Cancer Control, 24(1), 72-77.
Kotler , P., & Keller, K. L. (2009). Manajemen Pemasaran. Jakarta: Penerbit Erlangga.
Kotler, P., & Keller, K. L. (2016). Marketing Management. England: Pearson Educational Limited.
Laohasirichaikul, B., Chaipoopirutana, S., & Combs, H. (2011). Effective Customer Relationship Management of Halth Care : Study of Hospitals in Thailand. Journal of Management and Marketing Research, 6, 1-12.
LaVeist, T. A. (2009). Measuring trust in health care: Medical Mistrust Index 2.1. Diambil kembali dari Hopkins Center for Health Disparities Solutions Projects: http://www.jhsph.edu/research/centers-and-institutes/johns-hopkins-center-for- health- disparities-solutions/Projects/MMT.html
LaVeist, T. A., Isaac, L. A., & Williams, K. P. (2009). Mistrust of Health Care Organizations is Associated with Underutilization of Health Services. Health Services Research, 44(6), 2093–2105.
Maulana. (2010). Pengaruh Kualitas Pelayanan, Kepuasan, dan Citra Terhadap Loyalitas Pasien Pada Rumah Sakit Syarif Hidayatullah. Jakarta : Universitas Islam Negeri.
Minkiewicz, J., Evans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure services sector. Journal of Services Marketing, 25(3), 190–201. https://doi.org/10.1108/08876041111129173
Montaglione, C. J. (1999). The Physician-Patient Relationship: Cornerstone of Patient Trust, Satisfaction, and Loyalty. Journal of Management Care Quality, 7(3), 5-21.
Muchlis, M., & Dewanto, A. (2013). Pengaruh Kepercayaan, Kepuasan Pelanggan dan Komitmen Hubungan terhadap Citra Rumah Sakit di Kota Blitar. Jurnal Aplikasi Manajemen, 11(3). Dipetik September 2013
Nguyen , N., & LeBlanc , G. (2022). Contact Personnel, Physical Environment, and the Perceived Corporate Image of Intangible Services by New Clients. International Jornal of Service Industry Management, 13(3), 242-262.
Nguyen , N., & LeBlanc, G. (1998). The Mediating Role of Corporate Image on Customers Retention Decisions: An Investigation in Financial Services. International Journal of Bank Marketing, 16(2), 52-65.
Norizan, K., & Nor Asiah, A. (2010). The Effect of Perceived Service Quality Dimensions on Customer Satisfaction, Trust and Loyalty in Commerce Settings a Cross Cultural Analysis Asia Pacific. Journal of Marketing and Logistics, 22(3), 351-371.
Ramli, A. H. (2012). Pengaruh Fasilitas Pendukung Fisik di Rumah Sakit Stella Maris Terhadap Citra Rumah Sakit Stella Maris di Makassar. Progresif Jurnal, 5(2), 1-22.
Ramli, A. H. (2013). Pengaruh Sistem Penyampaian Jasa Terhadap Citra Rumah Sakit Swasta Tipe C Di Makassar. Media Riset Bisnis & Manajemen, 13(2), 147-168.
Ramli, A. H., & Sjahruddin. (2015). Building Patient Loyalty in Healthcare Services. International Review of Management and Business Research, 4(2).
Roslina. (2010). Citra Merek: Dimensi, Proses Pemngembangan Serta Pengukurannya. Jurnal Bisnis dan Manajemen, 6(3), 333-346.
Sadeh, E. (2017). Interrelationships Among Quality Enablers, Service Quality, Patients' Satisfaction and Loyalty in Hospitals. TQM Journal, 29(1), 101-117.
Schwei, R. J., Kadunc, K., Nguyen, A. L., & Jacobs, E. A. (2014). Impact of Sociodemographic Factors and Previous Interactions With The Health Care System on Institutional Trust in Three Racial/ Ethnic Groups. Patient Education and Counseling, 96(3), 333-338.
Sekaran, U. (2006). Metode Penelitian Untuk Bisnis 1 (4th Edition ed.). Jakarta: Salemba Empat.
Sekaran, U., & Bougie, R. (2013). Research method for Business. A Skill-Building Approach (6th Edition ed.). New Jersey: John Wiley & Sons, Ltd.
Setyorini, D. (2013). Pengaruh Penanganan Keluhan Pelayanan Kesehatan terhadap Kepercayaan Pasien di Rumah Sakit Umum Daerah Panembahan Senopati Kabupaten Bantul. Dipetik January 22, 2013, dari www.bpkp.go.id,www.ditjen- otda.depdagri.go.id/otonomi
Shao Yeh, Y., & Li, Y. M. (2009). Building Trust in M-Commerce Contributions from Quality and Satisfaction. Online Information Review, 33(6), 1066-1086.
Sofyan, Y., & Heri, K. (2009). SPSS COMPLETE: Tekhnik Analisis Statistik Terlengkap dengan software SPSS. Jakarta: Salemba Infotek.
Sugiyono. (2009). Metode Penelitian Bisnis (Pendekatan Kuantitatif, kualitatif dan R&D). Bandung: Alfabeta.
Suryadini, S., & Sriyono. (2023). Patient Satisfaction: IT, CRM, Facilities, Price Impact in Hospital Setting. Academia Open, 9(1), 1-28. doi:https://doi.org/10.21070/acopen.9.2024.5653
Tjiptono, F. (2007). Strategi Pemasaran. (2. Edition, Penyunt.) Yogyakarta: Penerbit Andi.
Ulandari, S., & Yudawati, S. (2019). Analisis Kualitas Pelayanan, Sarana Prasarana Dan Lingkungan Terhadap Kepuasan Pasien. Jurnal Ilmiah Ilmu Kesehatan, 7(2), 39-53. Diambil kembali dari https://jurnal.unitri.ac.id/index.php/care
DOI: http://dx.doi.org/10.33087/jmas.v9i2.1819
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
J-MAS (Jurnal Manajemen dan Sains) Published by Master of Management Program, Faculty of Economics, Batanghari University |
