MODEL KUALITAS LAYANAN DALAM MENENTUKAN KEPUASAN DAN LOYALITAS PASIEN DI RS MAYAPADA SURABAYA
Abstract views: 45
,
PDF (BAHASA INDONESIA) downloads: 28
Abstract
This study aims to analyze the influence of technical quality, procedural quality, infrastructural quality, interactional quality, personnel quality, and social support quality on patient satisfaction, as well as the influence of patient satisfaction on behavioral intention among inpatients at Mayapada Hospital Surabaya. The research method used is quantitative with a survey approach involving 240 inpatients. Data were analyzed using SPSS 22.0 through validity, reliability, normality tests, and linear regression analysis. The results show that technical quality, procedural quality, infrastructural quality, interactional quality, and personnel quality have a significant positive effect on patient satisfaction. Meanwhile, social support quality does not have a significant effect on patient satisfaction. Additionally, patient satisfaction has a significant positive influence on behavioral intention. These findings highlight the importance of improving the dimensions of technical service quality, procedural efficiency, facility infrastructure, interpersonal interaction, and healthcare personnel quality to enhance patient satisfaction and loyalty. This research is expected to contribute to the development of hospital service improvement strategies and enrich the academic literature in the field of healthcare service management.
Downloads
References
Amaratunga, D. (2008). Hospital infrastructure and patient confidence. Journal of Health Care Management, 53(3), 197–205.
Arifin, A., & Budiarto, D. S. (2020). Pengaruh kualitas pelayanan terhadap kepuasan nasabah pada Bank Muamalat Jombang. EKSIS: Jurnal Riset Ekonomi dan Bisnis, 11(1), 28–38.
Chou, S. (2014). The impact of technical quality on patient satisfaction in healthcare services. International Journal of Healthcare Management, 7(2), 100–108.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68.
Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: Scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142.
Dahlstrom, R., McNeilly, K. M., & Speh, T. W. (2018). Salesperson performance and customer relationship quality. Industrial Marketing Management, 27(4), 327–340.
Davies, H. T. O. (1991). Process improvement and patient satisfaction in hospitals. Health Services Management Research, 4(3), 142–150.
Davies, H. T. O. (1991). Quality measurement and quality assurance in health care. Quality in Health Care, 1(1), 9–17.
Fan, J., Smith, A., & Lee, T. (2017). Procedural efficiency and its effect on patient satisfaction. Healthcare Policy, 12(4), 56–63.
Fan, Y., Wang, W., & Wu, C. (2017). Service process analysis in healthcare: Impact on satisfaction and loyalty. International Journal of Health Care Quality Assurance, 30(3), 227–237.
Gupta, S., & Arora, R. (2019). Impact of technical and procedural quality on patient satisfaction: An empirical study in Indian hospitals. Journal of Health Management, 21(3), 345–359.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis (7th ed.). Pearson Education.
Helgeson, V. S. (2003). Social support and quality of life. Quality of Life Research, 12(Suppl 1), 25–31.
Hussain, S., Khan, A., & Ahmad, M. (2016). Influence of infrastructural quality on patient satisfaction: Evidence from developing countries. International Journal of Healthcare Quality Assurance, 29(5), 503–515.
Kotler, P. (2003). Marketing management (11th ed.). Prentice Hall.
Kotler, P. (2014). Marketing for healthcare organizations. Pearson Education.
Lemke, F., Clark, M., & Wilson, N. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869.
Lestari, S. (2017). Prosedur administrasi dan kepuasan pasien rawat inap. Jurnal Manajemen Pelayanan Kesehatan, 4(2), 45–54.
Mahapatra, S. (2015). A framework for analyzing patient satisfaction in healthcare service: An empirical study. International Journal of Services and Operations Management, 21(1), 1–20.
Mahapatra, S. K. (2015). Patient satisfaction and behavioral intentions: A study in Indian healthcare sector. International Journal of Pharmaceutical and Healthcare Marketing, 9(1), 47–61.
Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer (2nd ed.). Routledge.
Padma, P., Rajendran, C., & Lokachari, P. S. (2010). Service quality and its impact on customer satisfaction in Indian hospitals. Benchmarking: An International Journal, 17(6), 807–841.
Padma, P., Reddy, R., & Ramana, M. V. (2010). The impact of infrastructural quality on patient satisfaction in hospitals. Journal of Health Management, 12(2), 143–158.
Qureshi, M. I., Shahid, K., & Zaman, K. (2013). Service quality, customer satisfaction and loyalty in hospitals. Journal of Business and Management, 8(3), 58–66.
Qureshi, S., Khan, N., & Malik, R. (2013). Procedural fairness and patient satisfaction in healthcare. International Journal of Healthcare Quality Assurance, 26(2), 138–151.
Rahayu, R., & Yahya, D. R. (2023). Pengaruh kualitas layanan terhadap kepuasan pelanggan dan kesadaran merek melalui media sosial Instagram. EKSIS: Jurnal Riset Ekonomi dan Bisnis, 14(2), 155–165
Swain, S. K., & Kar, S. (2018). Impact of hospital service quality on patient’s behavioral intentions: An empirical study in India. International Journal of Healthcare Management, 11(1), 16–25.
Swain, S., & Kar, B. (2018). Service quality dimensions and their impact on patient satisfaction and behavioral intentions: An empirical study in Indian hospitals. International Journal of Healthcare Management, 11(1), 52–63.
Swapnarag, K., & Kar, B. (2018). Patient satisfaction and behavioral intention in healthcare services: A study in Indian hospitals. International Journal of Healthcare Management, 11(3), 190–200.
Wu, C. H. J. (2011). The impact of hospital service quality on patient loyalty: Evidence from Taiwan. African Journal of Business Management, 5(4), 1234–1241.
Wu, S. (2011). The role of interactional quality in shaping patient satisfaction in hospitals. Health Services Research and Managerial Epidemiology, 1(1), 1–8.
Copyright (c) 2025 harry purnomo
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Copyright on any article is retained by the author(s).
- The author grants 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 acknowledgment 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 acknowledgment 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.
- The article and any associated published material is distributed under the Creative Commons Attribution-ShareAlike 4.0 International License
