PENGARUH KUALITAS LAYANAN PASIEN RAWAT INAP TERHADAP LOYALITAS DI RUMAH SAKIT SEKAR KAMULYAN DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI
DOI:
https://doi.org/10.32424/jeba.v21i1.1289Abstract
Penelitian ini bertujuan untuk mengetahui permasalahan kualitas pelayanan berupa tangibles, reliability, responsiveness, assurance, dan empathy yang dirasakan kurang oleh pasien di Rumah Sakit Sekar Kamulyan sehingga dapat dilakukan perbaikan menggunakan Importance and Performance Analysis, serta pengaruhnya terhadap loyalitas, di mana loyalitas dibentuk dari kepuasan pasien melalui analisis regresi berganda (Muh. Abdurrouf, Dyah Wiji Puspita Sari, 2017). Hasil penelitian ini adalah variabel Tangibles, Empathy, dan Assurance berpengaruh secara signifikan terhadap kepuasan, sedangkan variabel Assurance berpengaruh secara signifikan terhadap loyalitas, dan variabel kepuasan berpengaruh secara signifikan terhadap loyalitas. Untuk kualitas layanan tidak ada yang harus diperbaiki, karena tidak ada yang berada di kuadran 1, sehingga secara keseluruan, semua bagus.
References
Abdurrouf, M. dan Sari, D.W. 2017. Model Loyalitas Pasien Berbasis Kualitas Pelayanan Rumah Sakit Islam di Semarang. Jurnal Kesehatan, Volume VIII,Nomor 3, November 2017, hlm. 435 – 440.
Ahmed, S., Tarique, K., and Arif, I. 2017. Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International Journal of Health Care Quality Assurance. Vol.30. Issue: 5.
Atinga, R. 2012. Healthcare quality under the national health inssurance scheme in Ghana. International Journal of Quality & Reliability Management. Vol. 29 . Iss 2. pp. 144-161.
Badri, M., Attia, S. and Ustadi, A. 2009. Healthcare quality and moderators of patient satisfaction: testing for causality. International Journal for Quality in Healthcare. Vol. 22 . No. 4 . pp. 382-410.
Budiadji, W.2013. Skala Pengukuran dan Jumlah Respon Skala Likert. Jurnal Ilmu Pertanian dan Perikanan. Vol. 2. No. 2. Hal : 127-133.
Chakraborty, R. and Majumdar, A. 2011. Measuring consumer satisfaction in health care sector : the applicability of servqual. International Refereed Research Journal. Vol II . Issue 4.
Chang et al. 2013. Service quality, trust, and Patient satisfaction in interpersonal-based medical service encounters. BMC Health Service Research. Vol. 13 :22.
Denziana, A., Indrayenti, dan Fatah, F. 2014, Corporate Financial Performance Effects of Macro Economic Factor Againts Stock Return. Jurnal Akutansi dan keuangan Vol. 5, No. 2, Septermber 2014, pp. 17-40.
Emmanuel, K., Atinga, R. and Adzei, F. 2012. Managerial problem of hospital under Ghana,s National Health Insurance Scheme. Clinical Governance : An International Journal. Vol. 17. Iss 3. pp. 178-190.
Ferrinadewi, E., & Djati, S. P. 2004. Upaya Mencapai Loyalitas Konsumen dalam Perspektif Sumber Daya Manusia. Jurnal Jurusan Ekonomi Management, Fakultas Ekonomi, Universitas Kristen Petra.
Frimpong, N., Nwankwo, S. and Doson, B. 2010. Measuring service quality and patient satisfaction with acces to public and private healthcare delivery. International Journal for Quality in Healthcare. Vol. 23. No. 3. Pp 203-220.
Hayati, N. 2012. Pemilihan metode yang tepat dalam penelitian (metode kuantitatif dan kualitatif). Jurnal Tarbiyah al-Awlad, Volume IV, Edisi 1. pp 345-357.
Kartikasari, D., Dewanto, A., dan Rochman, F. 2014. Pengaruh Kualitas Layanan terhadap Kepuasan dan Kepercayaan di Rumah Sakit Bunda Kandangan Surabaya. Jurnal Aplikasi Management (JAM), Vol. 12. No. 3.
Khandakar, S. 2007. Doctors, service orientation in public, private, and foreign hospital. International Journal of Health Care Quality Assurance. Vol. 20. Iss 3. pp.235-263.
Kim, D. J., Ferrin, D. L., and Rao, H. R. 2003. Antecedents of Consumer Trust in B-to-C Electronic Commerce. Proceeding of the American Conference on Information System 2013, 157 – 167. Reschearch Collection Lee Kong Chian School of Business.
Kulsum, U. 2017. The Effect of Service Quality on Loyalty with Mediation of Patient Satisfaction. International Journal of Business and Management Invention. Vol. 6 .Issue.3. pp. 41-50.
Lee, S., Arti, W., and Zhang, K. 2007. The quest to improve chinese health care : some fundamental issues. International Journal of Health Care Quality Assurance. Vol. 20. No. 5. pp. 416-428.
Muffatto, M., and Panizzolo, R. 1995. A process-based view for customer satisfaction. International Journal of Quality & Reliability Management. Vol. 12. no. 9. Pp. 154-169.
Naidu, A. 2009. Factors affecting patient satisfaction and healthcare quality. International Journal for Quality in Healthcare. Vol. 22. No. 4 .pp.366-381.
Nesa, C.M., Umboh, J., dan Doda, D. 2017. Analisis Hubungan Kualitas Pelayanan Terhadap Kepuasan Pasien Peserta BPJS di Instalasi Rawat Inap Rumah Sakit TNI AU Lanud Sam Ratulangi Manado. Majalah Farmaseutik. Vol.2. No. 1.
Olsen, L., Witell, L., and Gustafsson, A. 2014. Turning customer satisfaction measurements into action. Journal of Service Management. Vol.25. Iss. 4 . pp. 556-571.
Pasuraman, A., Zeithaml, V., and Berry, L. 1988. SERVQUAL : multiple-item scale for measuring consumer perceptions of service quality. Journal of Retalling. Vol. 64.
Quaye, R. 2007. Health care financing in Uganda : the role of social health insurance. International Journal of Health Care Quality Assurance. Vol. 20. Iss. 3. pp.232-239.
Rizal, R., Suardi, M., dan Yulihasri. 2017. Pengaruh Kualitas Pelayanan dan Kepuasan Pasien Peserta BPJS Kesehatan sebagai Mediasi terhadap Loyalitas Pasien. Jurnal Sains Farmasi & Klinis 3 (2)
Russell, R., Johnson, D., and White, S. 2015. Patient perception of quality : analyzing patient satisfaction survey. International Journal for Quality in Healthcare. Vol.35. Iss.8. pp.1158-1181.
Sharma, R., Sharma, M., and Sharma, R.K. 2011. The patient satisfaction study in a multispecilaty tertiary level hospital, PGIMER, Chandigarh, India. Journal Leadership in Health Service. Vol. 24. no. 1. pp.64-73.
Siswati, S. 2015. Kualitas Pelayanan Kesehatan Dengan Kepuasan Pasien BPJS Di Unit Rawat Inap RSUD Kota Makasar. Jurnal MKMI. hal. 174-183.
Sullivan, D. and McCallig, J. 2010. Customer satisfaction, earnings and firm value. European Journal of Marketing. Vol.46. no.6. pp 827-843.
Sumedi, S., Bakti, I. Rakhmawati, T., Astrini, J., Widianti, T., and Yarmen, M. 2016. Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB). International Journal of Productivity and Performance Management. Vol. 65. Iss. 1 pp. 25 – 41.
Suzanto, B. 2011. Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kota Banjar. Jurnal Ekonomi, Bisnis & Entrepreneurship. Vol. 5, No. 1, April 2011, 28 – 44. ISSN 2443-0633
Sumber Internet
detikHealth.2015. Ini 4 Keluhan Utama Soal Pelayanan BPJS menurut YLKI. https://health.detik.com/berita-detikhealth/d-2865854. Diakses tgl. 27 Juli 2018.
Triyono, A. 2015. Ini Permasalahan Penting di BPJS Kesehatan. http://ekonomi.Kompas.com/read/2015/01/06/130228826. Diakses tgl. 27 Juli 2018.
Suryowati,S. 2017. Riset Prakarsa : Pasien BPJS Kesehatan Merasa Dokter Kurang Peduli. https://nasional-kompas.com/read/2017/05/23/19164281. Diakses tgl. 27 Juli 2018.
Wilson, T. 2016. Assessing the relationship between patient satisfaction and clinical quality in an ambulatory setting. Journal of Health Organization and Management . Vol. 30 .Iss .7 .
Ulfa, S., dan Zulkarnain, A. 2016. Analisis kepuasan pasien rawat inap pengguna terhadap kualitas pelayanan di bangsal kebidanan dan kandungan RSUD Sleman Yogyakarta. Majalah Farmaseutik. Vol. 12. No. 2.
Buku
Ghozali, I. 2009. Ekonometrika : Teori, Konsep dan Aplikasi Dengan SPSS 17. Badan Penerbit Universitas Diponegoro.
Kemenkes. 2013. Permenkes RI, No. 69 .Tentang Standar Tarif Pelayanan Kesehatan pada Fasilitas Kesehatan Tingkat Pertama dan Fasilitas Kesehatan Tingkat Lanjutam Dalam Penyelenggaraan Program Jaminan Kesehatan. Jakarta.
Kemenkes. 2013. Permenkes RI, No. 71 . Tentang Pelayanan Kesehatan Pada . Jakarta.
Kemenkes. 2013. Permenkes RI, No. 455. Tentang Asosiasi Fasilitas Kesehatan. Jakarta.
Kemenkes. 2014. Permenkes RI, No. 28. Tentang Pedoman Pelaksanaan Program . Jakarta.
Kemenkes. 2014. Permenkes RI, No. 159. Tentang Perubahan Atas Keputusan Menteri Kesehatan nomor 328/MENKES/SK/IX/2013 tentang Formularoum Nasional. Jakarta.
Kemenkes. 2014. Permenkes RI, No. 27 . Tentang Petunjuk Teknis Sistem Indonesian Case Base Groups (INA-CBGs). Jakarta
Kemenkes. 2014. Permenkes RI, No. 27 . Tentang Petunjuk Teknis Sistem Indonesian Case Base Groups (INA-CBGs). Jakarta.
Kotler, P., and Armstrong, G. 2011. Principle Of Marketing, 11th edition. New Jersey: Pearson Prentice Hall.
Mas’ud, F. 2004. Survai Diagnosis Organisasional Konsep dan aplikasi. Badan Penerbit Universitas Diponegoro.
Solomon, M.R. 2013. Consumer Behavior. 11th edition. Saint Joseph,s University.
Solomon, M.R. 2015. Consumer Behavior : Buying, Having and Being. Saint Josep,s University and The University of Manchester .UK. ed. 11th .
Sugiyono. 2017. Statistik untuk Penelitian. Penerbit Alfabeta. Bandung.
Thabrany, H. 2003. Tinjauan Akademis Tentang Asuransi Kesehatan Nasional. Pusat Kajian Ekonomi Kesehatan, Universitas Indonesia.
Widhiarso, W. 2010. Uji Linearitas Hubungan. Fakultas Psikologi UGM.
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
