THE EFFECT OF SERVICE QUALITY ON PATIENT LOYALTY IN THE HOSPITAL
DOI:
https://doi.org/10.31004/jkt.v4i2.14692Keywords:
Dimensi Kualitas Layanan, Kepercayaan Pasien, Kepuasan Pasien, Kualitas Layanan, Rumah SakitAbstract
Kualitas layanan kesehatan memainkan peran penting dalam memenuhi kebutuhan dan harapan pasien, termasuk standar layanan kesehatan yang optimal dan sumber daya yang dapat diakses. Pasien menuntut layanan kesehatan yang unggul dan berkualitas tinggi yang menghasilkan kepercayaan dan perlindungan yang mengarah pada kunjungan berulang ke rumah sakit. Penelitian ini bertujuan untuk menyelidiki dampak kualitas layanan terhadap loyalitas pasien di rumah sakit melalui metode tinjauan sistematis. Penulis melakukan pencarian literatur menggunakan basis data Google Scholar dan SAGE, termasuk artikel akses terbuka dengan teks lengkap, relevansi, International Standard Serial Number (ISSN), dan diterbitkan dalam bahasa Inggris dan bahasa Indonesia dari tahun 2019 hingga 2022. Temuan penelitian mengungkapkan bahwa kualitas layanan secara signifikan mempengaruhi loyalitas pasien, dengan setidaknya lima dimensi kualitas layanan yang terkait dengan loyalitas, yaitu keandalan, jaminan, daya tanggap, bukti fisik, dan empati. Analisis terhadap tujuh artikel menunjukkan bahwa layanan kesehatan yang berkualitas tinggi dapat meningkatkan kepuasan pasien, yang mengarah pada dampak positif pada loyalitas pasien. Dimensi kualitas layanan sangat penting bagi rumah sakit untuk memahami dan menerapkannya untuk menumbuhkan loyalitas pasien dan kunjungan ulang. Penelitian ini meninjau perlunya rumah sakit untuk fokus dalam memberikan layanan kesehatan berkualitas tinggi yang memenuhi harapan dan kebutuhan pasien. Dengan demikian, rumah sakit dapat meningkatkan loyalitas pasien dan menghasilkan manfaat jangka panjang bagi pasien dan penyedia layanan kesehatan.References
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