The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

Pratama, Victor; Hartini, Sri

doi:10.20473/jmtt.v13i3.21139

Cited by 11 publications

(15 citation statements)

References 29 publications

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“…At the company level, the image of a hospital is defined as a perception of an organization that is reflected in the patient's memory (22). Royal Prima Medan Hospital is a company that has a good image in the eyes of patients, both the image of the brand and the image of the hospital, so that it can influence the patient's perception that the hospital service is a quality service so that it has greater product performance and benefits.…”

Section: Methodsmentioning

confidence: 99%

Effect of Service Quality on Patient Satisfaction with the Hospital's Image as a Moderator at Royal Prima Hospital Medan

2022

JEFMS

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Customer loyalty has become an interesting issue in the field of marketing. This customer loyalty arises because of the influence of the satisfaction felt by customers. Imaging is an important stage for hospitals because it can encourage customer loyalty. Customer service is a very important element to foster customer satisfaction which ultimately fosters loyalty to customers. This study aims to examine the influence of hospital image and service quality on customer loyalty through patient satisfaction. This research method is a descriptive quantitative conducted at RSU Royal Prima Medan in July 2022. The total population of outpatients and inpatients using hospital services in the last 3 months ± 35,456 people with an average per month of ± 11,818 patients. The minimum sample using the sem structural equation modeling (SEM) analysis technique was determined by 100 people. Sample determination technique using nonprobability sampling method purposive sampling approach. Data analysis using bivariate and multivariate with multiple regression analysis models and simulates hypothesis assessment using the F test and T-test. The calculated F value of 45,213 is greater than that of F table 3.07 with a sig of 0.002 < 0.05. The Service Quality Variable has a calculated t of 4.522 and a t table value of 1.977 then the calculated t value of > t tabel at α=5% (4,522>2,627) with a significant value of 0.002 is less than 0.05 (0.002<0.05), so the results of the H0 study were rejected and H1 was accepted. The conclusion of the Service Quality variable (X1) and the Image variable (X2) partially had a significant effect on Patient Loyalty (Y) at Royal Prima Hospital Medan. The result of the value of the coefficient of determination (Adjusted R Square) is 0.460. This shows that 46% of the Patient Loyalty variable (Y) can be explained by the service quality variable (X1) and the Image variable (X2), while the remaining 64% is a variation of other variables that are not described in this study, for example, discipline, leadership, and so on.

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Section: Methodsmentioning

confidence: 99%

Effect of Service Quality on Patient Satisfaction with the Hospital's Image as a Moderator at Royal Prima Hospital Medan

2022

JEFMS

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“…The quality of health services and patient satisfaction are important elements in providing health services (Murhadi & Karsana, 2021). Assessing and evaluating a health service based on user perceptions is important for the continuous improvement of health services (Pratama & Hartini, 2020). Patient satisfaction is believed to correlate with service quality and becomes the key to service outcomes (Tariq Rafi et al, 2020) CONCLUSION AND SUGGESTION During the COVID-19 pandemic, monitoring and measuring patient satisfaction has become a basic need for every service provider as such evaluation can provide feedback and input for developing and implementing strategies to increase patient satisfaction.…”

Section: Disscussionmentioning

confidence: 99%

The Effect of Service Quality on Patient Satisfaction in Obstetrics and Gynecology Polyclinic of PKU Muhammadiyah Gombong Hospital, Kebumen District During the Covid-19 Pandemic

Rahmadhani¹,

Kusumastuti²,

Phu

2021

J. Sci. n.a

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Health is one of the indicators of community welfare, so the community needs quality health services to meet their basic needs. To improve services and increase patient satisfaction, hospitals need to apply the Covid-19 policy in screening and service flows which are predicted to affect patient satisfaction. Aim of this study wasdetermine the effect of service quality on patient satisfaction during the COVID-19 pandemic. The research method in this study used a cross-sectional approach. The population was outpatients at the obstetrics and gynecology polyclinic. The sample was determined using the accidental sampling technique with a total of 360 patients. The data were analyzed to determine the most dominant factor by using a logistic regression test. Based on the results of multivariate analysis, the variables with the greatest influence on patient satisfaction are the assurance variable (95% CI 1.50-6.06 with a p-value of 0.012), empathy (95% CI 1.38-4.65 with a p-value of 0.006), and tangible (95% CI 1.04-4.08 with a p-value of 0.001). Based on the results, it can be concluded that there is a relationship between the dimensions of service quality and patient satisfaction. The quality of service during the Covid-19 pandemic is considered good but needs to be optimized on the dimensions of assurance, empathy, and tangible..

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“…Menurut Gomoi et al, (2021) kualitas pelayanan dan pengalaman konsumen secara bersamaan berpengaruh signifikan terhadap kepuasan konsumen. Berbeda dengan penelitian Pratama & Hartini (2020) menunjukkan bahwa persepsi kualitas pelayanan kesehatan tidak berpengaruh positif terhadap loyalitas pasien.…”

Section: Pendahuluanunclassified

“…Pasien yang berjenis kelamin perempuan memiliki peluang 5,98 kali untuk berpersepsi baik dibandingkan lakilaki. Sejalan dengan penelitian Pratama & Hartini (2020) tentang pengaruh persepsi kualitas terhadap kepuasan pasien menemukan bahwa pasien mayoritas berjenis kelamin perempuan. Didukung penelitian Birwin (2017) yang menemukan bahwa pasien laki-laki memiliki peluang 11 kali untuk tidak puas pada pelayanan poliklinik gigi.…”

Section: Pembahasanunclassified

Persepsi Pasien tentang Kualitas Pelayanan Rumah Sakit pada Masa Pandemi Covid-19

Yanuarti

Febriawati²,

Angraini³

et al. 2021

JKA

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This study aims to determine the patient's perception of the quality of service at the Harapan and Doa Hospital in Bengkulu City during the Covid-19 pandemic. The research design used was quantitative using a cross-sectional design. Overall, the results showed that the patient's perception of the five dimensions of service quality was still not good, namely 57.1% reliability, 63.8% responsiveness, 56.2% assurance, 50.5% empathy, and 55.2% physical evidence. The results of the chi-square test showed that there was a significant effect between age (p-value = 0.001) , gender (p-value = 0.001), education (p-value = 0.001), occupation (p-value = 0.001) on patients' perceptions of quality. service. In conclusion, most of the respondents stated that the Outpatient Polyclinic of Harapan and Doa Hospital Bengkulu City was still not good. There was an influence of age, gender, education, and occupation on patients' perceptions of service quality. Keywords: Satisfaction, Quality, Pandemic, Perception

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The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

Cited by 11 publications

References 29 publications

Effect of Service Quality on Patient Satisfaction with the Hospital's Image as a Moderator at Royal Prima Hospital Medan

Effect of Service Quality on Patient Satisfaction with the Hospital's Image as a Moderator at Royal Prima Hospital Medan

The Effect of Service Quality on Patient Satisfaction in Obstetrics and Gynecology Polyclinic of PKU Muhammadiyah Gombong Hospital, Kebumen District During the Covid-19 Pandemic

Persepsi Pasien tentang Kualitas Pelayanan Rumah Sakit pada Masa Pandemi Covid-19

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