PENGARUH MUTU PELAYANAN DAN KEPUASAN PASIEN TERHADAP LOYALITAS PASIEN YANG DIMEDIASI OLEH KEPERCAYAAN PASIEN DI RUMAH SAKIT XYZ MINAHASA UTARA

Indah Lestari Tuhatelu; Pauline Henriette Pattyranie Tan

Authors

Indah Lestari Tuhatelu Universitas Pelita Harapan
Pauline Henriette Pattyranie Tan Universitas Pelita Harapan

Keywords:

Mutu Pelayanan, Kepuasan Pasien,, Kepercayaan Pasien, Loyalitas Pasien.

Abstract

Loyalitas pasien merupakan hasil langsung dari tingkat kepuasan pasien. Pasien yang loyal adalah mereka yang secara konsisten memilih dan menggunakan layanan kesehatan dari satu tempat atau penyedia layanan kesehatan tertentu. Loyalitas pasien menjadi tujuan strategis bagi fasilitas kesehatan karena memiliki dampak positif pada keberlanjutan operasional, reputasi, dan stabilitas keuangan. Loyalitas pasien seringkali terkait erat dengan kepuasan pasien terhadap pengalaman yang mereka dapatkan selama perawatan medis. Penelitian ini bertujuan untuk mengetahui pengaruh mutu pelayanan dan kepuasan pasien terhadap loyalitas pasien yang dimediasi oleh kepercayaan pasien. Penelitian ini menggunakan metode kuantitatif, survei diberikan kepada 308 responden dengan analisis statistik menggunakan PLS-SEM. Ada pengaruh positif antara mutu pelayanan, kepuasan pasien, kepercayaan pasien terhadap loyalitas pasien dengan p value 0.00 (<0.05). Dalam meningkatkan loyalitas pasien, maka perlu meningkatkan mutu pelayanan dan kepuasan pasien sehingga kepercayaan pasien dan loyalitas pasien akan tercipta.

References

Adil, A., Syamsun, M., & Najib, M. (2016). Pengaruh mutu pelayanan dan biaya terhadap kepuasan dan loyalitas pasien RSUD Kota Bogor. Jurnal Aplikasi Manajemen (JAM), 14(3). http://dx.doi.org/10.18202/jam23026332.14.3.04

Akbar, F. H., Pasiga, B. D., Samad, R., Rivai, F., Abdullah, A. Z., Awang, A. H., Pasinringi, S. A., Saleh, L. M., Irwandy, Pratiwi, D. (2020). The relationship between service quality, culture similarity to satisfaction and loyalty of medical (dental) tourism. In Systematic Reviews in Pharmacy (Vol. 11, Issue 8). https://dx.doi.org/10.31838/srp.2020.12.4

Aladwan, M. A., Anuar, M. M., Aladwan, R. M., & Salleh, H. S. (2023). The effect of service quality, patient trust and hospital reputation on patient satisfaction in Jordanian Public Hospital. WSEAS Transactions on Business and Economics. http://dx.doi.org/10.37394/23207.2024.21.36

Alarcon-Ruiz, C. A., Heredia, P., & Taype-Rondan, A. (2019). Association of waiting and consultation time with patient satisfaction: Secondary-data analysis of a national survey in Peruvian ambulatory care facilities. BMC Health Services Research, 19(1). https://doi.org/10.1186/s12913-019-4288-6

Andromeda, I., & Antonio, F. (2022). The influence of hospital servicescapes on patient loyalty mediated by patients’ emotion and satisfaction: a study private hospital in Indonesia. Jurnal Ilmiah Manajemen Bisnis dan Inovasi Univ Sam Ratulangi 9(2). https://doi.org/10.35794/jmbi.v9i2.39077

Chang, C. S., Chen, S. Y., & Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Services Research, 13(1). https://doi.org/10.1186/1472-6963-13-22

Fadhila, N. A., Diansyah, D. (2018). Pengaruh kualitas pelayanan dan kepercayaan terhadap loyalitas dengan kepuasan pasien sebagai variabel intervening di Klinik Syifa Medical Center. Media Studi Ekonomi, 21(1).

Fajriani, F., Lastri, S., & Hasnur, H. (2023). Hubungan mutu pelayanan kesehatan dengan kepuasan pasien di Puskesmas Panteraja tahun 2023. Jurnal Kesehatan Tambusai, 4(3), 2560-2567. https://doi.org/10.31004/jkt.v4i3.17225

Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality and Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031

Gómez-Carmona, D., Paramio, A., Cruces-Montes, S., & Marín-Dueñas, P. P. (2022). Impact of COVID-19 prevention measures on health service quality, perceived value and user satisfaction. A structural equation modelling (SEM) approach. Atención Primaria, 54(2), 102178. https://doi.org/10.1016/j.aprim.2021.102178

Guspianto, G., Mutmainnah, M., & Aurora, W. I. D. (2023). How can service quality, patient value, and patient satisfaction increase hospital patient loyalty? JPPI (Jurnal Penelitian Dan Pendidikan Indonesia), 9(3), 1726–1736. http://dx.doi.org/10.29210/020232917

Hair, J. F., Risher, J. J., Sarstedt, M., and Ringle, C. M. (2019), "When to use and how to report the results of PLS-SEM". European Business Review, Vol. 31 No. 1, pp. 2-24. https://doi.org/10.1108/EBR-11-2018-0203

Hair, J. F., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial least Squares Structural Equation Modeling (PLS-SEM) Third Edition. SAGE Publications.

Hamid, S., Rahmad, Anwar, M., & Suhardi. (2019). Structural equation modeling (SEM) berbasis varian: konsep dasar dan aplikasi dengan program SmartPLS 3.2.8 dalam riset bisnis. PT Inkubator Penulis Indonesia.

Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8

Katoni, J., & Sijabat, R. (2023). Analisis pengaruh brand image, price dan service quality terhadap customer satisfaction dan customer loyalty pada pasien Rumah Sakit Siloam Lippo Village. Widya Cipta: Jurnal Sekretari Dan Manajemen, 7(2), 132–144. https://doi.org/10.31294/widyacipta.v7i2.15781

Kotler, P. (2000). Manajemen pemasaran (Edisi Milenium 2). Prenhallindo.

Lestariningsih, T., Hadiyati, E., & Astuti, R. (2018). Study of service quality and patient satisfaction to trust and loyalty in public hospital, Indonesia. In www.ijbmm.com International Journal of Business Marketing and Management (Vol. 3). www.ijbmm.com

Li, L., Zhu, L., Zhou, X., Zeng, G., Huang, H., Gan, Y., Lu, Z., Wang, X., Chen, Z., Sun, K., Yang, D., Zhang, Q., & Wu, C. (2022). Patients’ trust and associated factors among primary care institutions in China: a cross-sectional study. BMC Primary Care, 23(1). https://doi.org/10.1186/s12875-022-01709-8

Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The impact of patient satisfaction on patient loyalty with the mediating effect of patient trust. Inquiry: A Journal of Medical Care Organization, Provision and Financing, 58. https://doi.org/10.1177/00469580211007221

Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011

Moreira, A. C., & Silva, P. M. (2015). The trust-commitment challenge in service quality-loyalty relationships. International Journal of Health Care Quality Assurance, 28(3), 253–266. https://doi.org/10.1108/IJHCQA-02-2014-0017

Parasuraman, A, Zeithaml V. A., & Berry, L. L. (1998). Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of retailing, 64(1), 12-40.

Park, S., Larson, E. B., Fishman, P., White, L., & Coe, N. B. (2020). Differences in health care utilization, process of diabetes care, care satisfaction, and health status in patients with diabetes in medicare advantage versus traditional medicare. Medical Care, 58(11), 1004–1012. https://doi.org/10.1097/MLR.0000000000001390.

Peraturan Menteri Kesehatan Republik Indonesia Nomor 3 Tahun 2020 tentang Klasifikasi dan Perizinan Rumah Sakit.

Peraturan Menteri Kesehatan Republik Indonesia Nomor 30 Tahun 2022 tentang Indikator Mutu Pelayanan Kesehatan.

Peraturan Menteri Kesehatan Republik Indonesia Nomor 4 Tahun 2018 tentang Kewajiban Rumah Sakit dan Kewajiban Pasien.

Priansa, D. J. (2017). Perilaku konsumen dalam persaingan bisnis kontemporer. Bandung: Alfabeta. 1-18.

Rahayu, S., & Wati, N.L. (2018). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan dan dampaknya terhadap loyalitas pelanggan. Jurnal Ekobis: Ekonomi Bisnis & Manajemen. 8. http://dx.doi.org/10.37932/j.e.v8i2.41

Ratnasari, I., & Damayanti, S. (2020). Pengaruh kualitas pelayanan dan kepercayaan pasien terhadap kepuasan pasien rawat inap kelas 1 peserta BPJS di RSUD Karawang. Cakrawala Management Business Journal 3(2), 685-698.

Ringle, C. M., & Sarstedt, M. (2016). "Gain more insight from your PLS-SEM results: The importance-performance map analysis". Industrial Management & Data Systems, Vol. 116 No. 9, pp. 1865-1886. https://doi.org/10.1108/IMDS-10-2015-0449

Sarstedt, M., Ringle, C. M., Hair, J. F. (2017). Partial least squares structural equation modeling. In C. Homburg, M. Klarmann, & A. Vomberg (Eds.), Handbook of Market Research (p. 1-40). Springer International Publishing. https://doi.org/10.1007/978-3-319-05542-8_15-1

Satyawati, & Berlianto, M.P. (2022). The service quality, patient satisfaction and it’s impact to patient loyalty at X hospital. Enrichment: Journal of Management, 12(4), 2572-2581. https://doi.org/10.35335/enrichment.v12i4.547

Sharma, V. (2017). Patient satisfaction and brand loyalty in healthcare organizations in India. Journal of Asia Business Studies, 11(1), 73–87. https://doi.org/10.1108/JABS-09-2015-0157

Shie, A. J., Huang, Y. F., Li, G. Y., Lyu, W. Y., Yang, M., Dai, Y. Y., Su, Z. H., Wu, Y. J. (2022). Exploring the relationship between hospital service quality, patient trust, and loyalty from a service encounter perspective in elderly with chronic diseases. Front. Public Health 10:876266. doi: 10.3389/fpubh.2022.876266

Sihombing, Y. A. (2021). Pengaruh kualitas pelayanan, kepuasan, trust, brand equity, hospital image dan komitmen terhadap loyalitas pasien umum. Jurnal Ayurveda Medistra, 3(2), 1–11. https://doi.org/10.51690/medistra-jurnal123.v3i2.42

Suranto, D., Suryawati, C., Setyaningsih, Y. (2020). Analisis budaya keselamatan pasien pada berbagai tenaga kesehatan di RSUD dr. Soediran Mangun Sumarso Kabupaten Wonogiri. Manajemen Kesehatan Indonesia, 1. https://doi.org/10.14710/jmki.8.1.2020.49-55

Susanti, I., Nyorong, M., & Sudiro, S. (2020). Analysis of factors affecting patient loyalty in Bandung General Hospital in Medan. Journal La Medihealtico, 1(5), 6–15. https://doi.org/10.37899/journallamedihealtico.v1i5.148

Tiara, K., & Antonio, F. (2022). The influence of telemedicine usability on patient loyalty mediated by patients’ trust and satisfaction : a study at hospitals of state-owned enterprises in Indonesia. Jurnal Pendidikan Tambusai, 6(1), 2326–2341.

Widiatama, Y. (2018). Simulasi perbaikan alur pelayanan pasien rawat jalan dengan pendekatan lean hospital pada rumah sakit umum (RSU) Kabupaten Tangerang. JITMI 1(1), 37–49. https://doi.org/10.32493/jitmi.v1i1.y2018.p%25p

Widyastuti, S., Said, M., Siswono, S., & Dian. (2019). Customer trust through green corporate image, green marketing strategy and social responsibility: a case study. European Research Studies Journal, XXII, 83-99. http://dx.doi.org/10.35808/ersj/1427

Wulandari, A. R. C., Rachmawaty, R., Ilkafah, I., Erfina, E. (2021). Patient satisfaction towards healthcare quality in Indonesian public hospital. Enfermeria Clinica 31. https://doi.org/10.1016/j.enfcli.2021.09.006.

Yulfikasari, Muchlis, N., Arman, & Samsualam. (2021). Kualitas pelayanan terhadap kepuasan dan kepercayaan pasien rawat inap di Rumah Sakit DR Sumantri Pare-Pare. Journal of Muslim Community Health (JMCH). https://doi.org/10.52103/jmch.v2i3.552

Yusri, C. R., Hidayat, M., & Djuhaeni, H. (2017). Role of satisfaction with health care services in increasing patient loyalty: an ambulatory setting. Althea Medical Journal, 4(3), 329–334.