Pengalaman Pasien Dirawat Inap di Rumah Sakit sebagai Upaya Penyusunan Strategi Pemasaran

Pamungkas, Fantri; Hariyanti, Tita; Prawestiningtyas, Eriko; Juhariah, Siti

doi:10.18202/jam23026332.14.1.12

Cited by 6 publications

(5 citation statements)

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“…This is supported by a previous study from Gomoi et al [11] which claims that customer experience on customer loyalty does not have a direct effect. Research conducted by Pamungkas et al [12] also shows that customer experience has no significant effect on customer loyalty.…”

Section: Discussionmentioning

confidence: 94%

The Impact of Marketing Mix and Patient Experience on Public Patient Loyalty in Hospitals: Satisfaction as an intervening variable

Zebua,

Irwandy,

Pasinringi

et al. 2024

APJHM

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Background: In maintaining patient loyalty, one of the marketing strategies that can be carried out is the use of Marketing Mix. Marketing Mix can improve the perceived quality of patient discernment, namely the patient assessment of a service. If the patient's perception on the quality of services provided by the hospital is good, then the patient's experience on the hospital will be positive. This condition can increase patient satisfaction which continues in the formation of patient's loyalty. This study aims to analyze the effect of Marketing Mix and patient's experience through satisfaction on patient loyalty. Methods:This study is a quantitative study using an observational approach with a cross-sectional study design. The sample in this study was 358 general patients at Stella Maris Hospital, Makassar, Indonesia using total or purposive sampling. The instrument used in data collection is a questionnaire that has been tested for validity and reliability. Multivariate data analysis used path analysis. Results: There was direct effect of Marketing Mix (β=2.218, p=0.027) and indirect effect through satisfaction (β=2.417, p=0.016) on loyalty. There was no direct effect of patient's experience (β=0.398, p=0.691). However, the indirect effect was very significant through satisfaction (β=10.651, p<0.001). In addition, there was also direct effect of satisfaction on loyalty (β=5.161, p<0.001). Conclusion: There is a direct effect of the Marketing Mix on patient loyalty. Patient satisfaction is a significant intervening factor for both the Marketing Mix and the patient's experience, which in turn affects patient loyalty.

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Section: Discussionmentioning

confidence: 94%

The Impact of Marketing Mix and Patient Experience on Public Patient Loyalty in Hospitals: Satisfaction as an intervening variable

Zebua,

Irwandy,

Pasinringi

et al. 2024

APJHM

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“…A clean and comfortable room will provide an added value for the hospital [21]. An unclean place is a source of discomfort for the patient and the source of the disease [22].…”

Section: Resultsmentioning

confidence: 99%

Is Experiential Marketing Important for the Hospital?

Riskiyah¹,

Hariyanti²,

Juhariah³

2018

KLS

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“…Efforts to understand whether the quality of service is in accordance with the wishes and needs of customers can be done by exploring the patient's experience while in the hospital. 18,19 The results of the analysis of the discharge planning information component at the two hospitals showed that most of the patients were very satisfied. There was no significant difference in providing discharge information at both government and private hospitals.…”

Section: Discussionmentioning

confidence: 99%

Differences In Service Quality Of Government Hospital And Private Hospital In Purbalingga Regency Using HCAHPS Method

Purbowati

Ningrom

2023

Herb-Medicine Journal

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The quality of hospital services can be assessed from various perspectives, one of which is the patient's perspective. Good service quality will foster patient confidence in the hospital and will come back and even recommend to others. Good service quality will also create a good degree of public health. To determine the difference in the quality of service of government hospitals and private hospitals in Purbalingga district. This type of research is quantitative, with an observational analytic design and a cross-sectional approach. The number of samples is 100 respondents, consisting of 50 inpatients in government hospitals and 50 inpatients in private hospitals. The research instrument used the HCAHPS (Hospital Consumers Assessment Providers and Systems) questionnaire. The sampling technique used non-probability sampling with purposive sampling and analyzed using the Mann Whitney comparative test. Mann Whitney comparative test of service quality of government hospitals and private hospitals in Purbalinga Regency showed p-value on the doctor's communication component 1.00 (> 0.05), nurse communication 0.325 (> 0.05), hospital environment 0.205 (> 0.05), experience hospitalized 0.204 (>0.05), discharge information 0.155(>0.05), overall hospital 1.00 (>0.05), self-care comprehension after hospitalization 0.977 (>0.05). There is no difference in the service quality of government hospitals and private hospitals in Purbalingga Regency

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Pengalaman Pasien Dirawat Inap di Rumah Sakit sebagai Upaya Penyusunan Strategi Pemasaran

Cited by 6 publications

References 0 publications

The Impact of Marketing Mix and Patient Experience on Public Patient Loyalty in Hospitals: Satisfaction as an intervening variable

The Impact of Marketing Mix and Patient Experience on Public Patient Loyalty in Hospitals: Satisfaction as an intervening variable

Is Experiential Marketing Important for the Hospital?

Differences In Service Quality Of Government Hospital And Private Hospital In Purbalingga Regency Using HCAHPS Method

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