PENGARUH TRUST TERHADAP KEPUASAN PASIEN RSUD HAJI PROVINSI SULAWESI SELATAN
DOI:
https://doi.org/10.31004/jkt.v5i2.27253Keywords:
Kepuasan, Pasien, Rumah Sakit, TrustAbstract
Kepuasan pelanggan merupakan keseluruhan perasaan atau sikap yang dimiliki seseorang atas produk yang telah dibeli. Kepuasan adalah peran utama sehingga pelanggan menjadi setia dan akan berdampak pada profitabilitas. Kunjungan pasien rawat jalan mengalami penurunan selama empat tahun terakhir sehingga dapat mempengaruhi pendapatan rumah sakit dan berdampak pada penurunan seiring dengan jumlah pasien yang berkunjung ke rumah sakit. Untuk pelayanan rumah sakit, pasien tidak boleh dibedakan antara PBI dan non-PBI. Beberapa keluhan pasien BPJS yang paling umum adalah terkait kecepatan dan keramahan petugas kesehatan dalam merawat pasien. Tujuan penelitian ini adalah untuk mengetahui analisis pengaruh trust terhadap kepuasan pasien RSUD Haji Provinsi Sulawesi Selatan. Jenis penelitian ini adalah penelitian kuantitatif yang menggunakan studi observasional analitik dengan rancangan cross sectional study. Sampel dalam penelitian ini ditentukan stratified random sampling yaitu 160 pasien. Analisis data menggunakan uji chi square. Rata-rata responden berada pada tingkat umur 36-45 tahun (41.3%), jenis kelamin perempuan (67.5%), pekerjaan wiraswasta (49.8%), pendidikan terakhir S1 (32.5%), jarak <5km (77.5%), jumlah pelayanan tak terhingga (75%). Uji chi square menunjukkan bahwa ada pengaruh trust dengan kepuasan pasien dengan nilai (P=0.000), Hal tersebut berarti apabila pasien mengharapkan pelayanan tertentu, dan sesuai dengan harapan yang diterimanya maka pasien akan puas. Disarankan untuk manajemen rumah sakit harus mempertahankan dan melakukan monitoring evaluasi dengan memberikan keyakinan akan kehandalan rumah sakit, cepat tanggap dalam memberikan pelayanan terhadap pasien dan memahami keingan pasien sehingga menimbulkan kepercayaan konsumen untuk sembuh jika berobat ke rumah sakit, kualitas peralatan yang dimiliki rumah sakit, melakukan sesuai janji yang diberikan.References
Akbar, M. M., & Parvez, N. (2009). Impact Of Service Quality , Trust , And Customer Mohammad Muzahid Akbar and Noorjahan Parvez. ABAC Journal, 29(1), 24–38.
Alhaddad. (2015). Perceived Quality, Brand Image, and Brand Trust as Determinants of Brand Loyalty. Journal of Research in Business and Management, Vol.3 No.4.,Page 01-08.
Aurier, P., dan N’Goala, G. (2010). The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development. Journal of the Academy of Marketing Science, 38(3): 303-325.
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
Eisingerich, A. B. dan Bell, S. J. (2007). Maintaining customer relationships in high credence services. Journal of Services Marketing, 21(4): 253– 262.
Erviana, O. (2013). Pengruh Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Pasien Rawat Inap di RSUD Dr. Soewondo Kendal. In Fakultas Ekonomi. Universitas Negeri Semarang.
Fandy, T. (2014). Pemasaran Jasa. Andi.
Hagan, Eudora. (2015). Service Quality Perceptions and Socio-demographic Characteristics of Hotel Guests in the Western Region of Ghana. Journal of Tourism, Hospitality and Sports, 10: 16-29.
Imaninda, V., & Azwar, S. (2016). Modifikasi Patient Satisfaction Questionnaire Short Form (PSQ-18) ke dalam Bahasa Indonesia. Gadjah Mada Journal of Psychology (GamaJoP), 1(1), 8–21. https://doi.org/10.22146/gamajop.31864
Imran, B., & Ramli, A. H. (2019). Kepuasan pasien, citra rumah sakit dan kepercayaan pasien di Provinsi Sulawesi barat. In Prosiding Seminar Nasional Pakar (pp. 2-48).
Koc, F., Ozbek, V., Alniacik, E. (2014). The Moderating Role of Service Environment On The Effect of Firm Reputation and Perceived Service Quality On Consumer Trust : a study In The Healthcare Industry, Journal of Global Strategic Management. Vol. 16, pp 111- 120
Kotler, P., & Gary, A. (2012). Prinsip-Prinsi Pemasaran (Edisi 13). Erlangga.
Lupiyadi, Rambat. (2013). Manajemen Pemasaran Jasa, Teori dan Praktek. Edisi Pertama. Jakarta: Salemba Empat.
Matzler, K., Grabner-Kräuter, S., dan Bidmon, S. (2006). The value – brand trust – brand loyalty chain: An analysis of some moderating variables. Innovative Marketing, 2(2): 76-88.
Morgan, S., Pullon, S., & McKinlay, E. (2015). Observation of interprofessional collaborative practice in primary care teams: An integrative literature review. International Journal of Nursing Studies, 52(7), 1217–1230. https://doi.org/10.1016/j.ijnurstu.2015.03.008
Muchlis, M., & Dewanto, A. (2013). Pengaruh kepercayaan, kepuasan pelanggan dan komitmen hubungan terhadap citra Rumah Sakit di Kota Blitar. Jurnal Aplikasi Manajemen, 11(3), 469-480.
Naidu, Aditi. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 22(4): 366-381.
Nguyen Thi, P. L., Briançon, S., Empereur, F., dan Guillemin, F. (2002). Factors determining inpatient satisfaction with care. Social Science & Medicine, 54: 493–504.
Patawayati, Z., M, S., & M, R. (2013). Patient satisfaction, trust and commitment mediator of service quality and its impact on loyalty (an empirical study in Southeast Sulawesi Public Hospitals). IOSR Journal Bussiness Management, 13(7), 1–14.
Pepur, M., Mihanovic, Z., and Pepur, S. (2013). Analysis Of The Effect Of Perceived Service Quality To The Relationship Quality On The Business To Business Market, Preliminary Communication. pp. 97-109.
Priporas, C. V., Laspa, C., dan Kamenidou, I. (2008). Patient satisfaction measurement for in-hospital services: A pilot study in Greece. Journal of Medical Marketing, 8(4): 325–340.
Sanchez-Franco, M. J., Ramos, A. F. V., dan Velicia, F. A. M. (2009). The moderating effect of gender on relationship quality and loyalty toward Internet service providers. Information & Management, 46: 196–202.
Shan, L., et al. 2016. "Patient Satisfaction with Hospital Inpatient Care: Effects of Trust, Medical Insurance and Perceived Quality of Care." Plos One 11(10): e0164366.
Susilawati, I., & Adi, P. H. (2022). Kepercayaan Memoderasi Kualitas Pelayanan Islami Terhadap Loyalitas Pelanggan Pada Klinik Pengobatan Herbal Di Ponorogo. Jurnal Ilmiah Ekonomi Islam, 8(1), 1063-1071.
Tjiptono, F., & Chandra, G. (2011). Service, Quality & Statisfication (Edisi 3).
Tucker, J. (2002). The moderators of patient satisfaction. Journal of Management in Medicine, 16(1): 48-66 dalam Alrubaiee, L. dan Alkaa'ida, F. (2011). The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship. International Journal of Marketing Studies, 3(1): 103-127.
Ula, V. R., & Hayat, A. A. (2021). Meningkatkan Kepuasan Pasien melalui Pelayanan Prima dan Trust Pasien. Media Komunikasi Ilmu Ekonomi, 38(1), 46-46.
Wen,Chieh-Hua. Lan, Lawrence W. dan Cheng, Hsiu-Ling. (2005). Structural equation modelling to determine passenger loyalty toward intercity bus services. Journal of the Transportation Research Board, 1927: 249-255.
Wu, C. (2011). The impact of hospital brand image on service quality, patient satisfaction and loyalty. African Journal of Business Management, 5(12), 4873–4882. https://doi.org/10.5897/AJBM10.1347
Yunus, M., & Ibrahim, M. (2019). The role of customer satisfaction on the effect of service quality and corporate image on customer loyalty. Management and Economics Journal, 3(3), 121–135. https://doi.org/10.18860/mec-j.v3i3.7472
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Andi Niartiningsih, Noviani Munsir, Nurintan Malik, Paramita Kurnia Wiguna
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:
- Authors retain copyright and grant 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 acknowledgement 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 acknowledgement 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 (See The Effect of Open Access).
