PENGARUH KUALITAS PELAYANAN, KOMUNIKASI, KEPERCAYAAN  MEREK, DAN KEPERCAYAAN PASIEN KEPADA DOKTER TERHADAP  LOYALITAS PASIEN DIMEDIASI DENGAN KEPUASAN PASIEN DI RUMAH  SAKIT HERMINA ARCAMANIK

Jesslyn Mellenia; Ardi Ardi; Dewi Sri Surya Wuisan

doi:10.31004/prepotif.v9i1.40166

Authors

Jesslyn Mellenia Faculty of Medicine, University of Pelita Harapan
Ardi Ardi Faculty of Medicine, University of Pelita Harapan
Dewi Sri Surya Wuisan Faculty of Medicine, University of Pelita Harapan

DOI:

https://doi.org/10.31004/prepotif.v9i1.40166

Keywords:

kualitas pelayanan, komunikasi, kepercayaan, loyalitas, kepuasan

Abstract

Kualitas pelayanan, kepercayaan merek, komunikasi, dan kepercayaan kepada dokter dapat meningkatkan kepuasan dan loyalitas pasien. Namun penelitian di RS Hermina Arcamanik masih terbatas. Penelitian ini bertujuan untuk menilai pengaruh kualitas pelayanan, komunikasi, kepercayaan merek, dan kepercayaan kepada dokter terhadap loyalitas pasien yang dimediasi oleh kepuasan pasien. Data dikumpulkan melalui kuesioner Google Form kepada 102 pasien dan dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh positif dan signifikan terhadap kepuasan dan loyalitas yang dimediasi kepuasan. Selain itu, kepercayaan merek dan kepercayaan kepada dokter juga memiliki pengaruh positif terhadap kepuasan, loyalitas, dan loyalitas yang dimediasi kepuasan. Komunikasi berpengaruh positif terhadap kepuasan tapi berpengaruh negatif terhadap loyalitas. Kesimpulan dari penelitian ini adalah bahwa kualitas pelayanan, kepercayaan merek, kepercayaan kepada dokter, dan komunikasi di RS Hermina Arcamanik secara keseluruhan berpengaruh positif terhadap kepuasan, loyalitas, dan loyalitas yang dimediasi kepuasan pasien. Peningkatan hal tersebut dapat berkontribusi pada keberlanjutan dan pertumbuhan rumah sakit. Service quality, brand trust, communication, and trust in doctors can enhance satisfaction and loyalty. However, existing research on this topic at Hermina Arcamanik Hospital is limited. The objective is to evaluate the impact of service quality, communication, brand trust, and trust in doctors on loyalty, mediated by patient satisfaction. Data was collected with Google Forms questionnaire distributed to 102 patients and analyzed using PLS-SEM. Findings demonstrate that service quality significantly and positively influences satisfaction and loyalty, with satisfaction as a mediating factor. Brand trust and trust in physicians have a positive impact on patient satisfaction, loyalty, and loyalty mediated by satisfaction. Communication has positive impact on satisfaction but negative on loyalty. Overall, the study concludes that service quality, brand trust, trust in doctors, and communication yield positive effects on satisfaction, loyalty, and loyalty mediated by satisfaction. Enhancements in these areas can foster the sustainability and growth of the hospital.

References

Ahmad Farhana (2023). Understanding the Role of Communication and Empathy in Influencing Patient Satisfaction and Loyalty: A Hospital Management Perspective. World Journal of Pharmacy and Pharmaceutical Sciences, 12(8), 40-49.

Amarantou, V., Chatzoudes, D., Kechagia, V., & Chatzoglou, P. D. (2019). The impact of service quality on patient satisfaction and revisiting intentions: The case of public emergency departments. Quality Management in Health Care, 28(4), 200–208.

Asnawi, A. A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 911–920.

Berger, R., Bulmash, B., Drori, N., Ben-Assuli, O., & Herstein, R. (2020). The patient–physician relationship: an account of the physician’s perspective. Israel Journal of Health Policy Research, 9(1).

Chandra, S., Ward, P., & Mohammadnezhad, M. (2019). Factors associated with patient satisfaction in the outpatient department of Suva sub-divisional health center, Fiji, 2018: A mixed method study. Frontiers in Public Health, 7.

Darti, S., Suhermin, and Ujianto. (2018). Effect of Service Quality and Hospital Image on Satisfaction, Trust, and Word of Mouth. International Journal of Economics, 2(4).

Drossman, D. A., & Ruddy, J. (2020). Improving patient-provider relationships to improve health care. Clinical Gastroenterology and Hepatology: The Official Clinical Practice Journal of the American Gastroenterological Association, 18(7), 1417–1426.

Fritz, Z., & Holton, R. (2018). Too much medicine: not enough trust? Journal of Medical Ethics, 45(1), 31–35.

Górska-Warsewicz, H. (2022). Consumer or patient determinants of hospital brand equity—A systematic literature review. International Journal of Environmental Research and Public Health, 19(15), 9026.

Hair, J., & Alamer, A. (2022). Partial Least Squares Structural Equation Modeling (PLS-SEM) in second language and education research: Guidelines using an applied example. Research Methods in Applied Linguistics, 1(3), 100027.

Harpe, S. E. (2015). How to analyze Likert and other rating scale data. Currents in Pharmacy Teaching & Learning, 7(6), 836–850.

Kalhor, R., Khosravizadeh, O., Kiaei, M. Z., Shahsavari, S., & Badrlo, M. (2021). Role of service quality, trust and loyalty in building patient-based brand equity: Modeling for public hospitals. International Journal of Healthcare Management, 14(4), 1389–1396.

Karaca, A., & Durna, Z. (2019). Patient satisfaction with the quality of nursing care. Nursing Open, 6(2), 535–545.

Kristinawati, F., Gunardi, W. D., & Fushen. (2023). The effect of service quality and patient satisfaction on patient loyalty mediated by patient trust at Rumah Indonesia Sehat (Ris) Hospital. MORFAI JOURNAL, 2(4), 701–717.

Liu et al. (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.

Lotfi, M., Zamanzadeh, V., Valizadeh, L., & Khajehgoodari, M. (2019). Assessment of nurses–patient communication and patient satisfaction from nursing care. Nursing Open, 6(3), 1189–1196.

Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; An application of physician’s behavior as a moderator. International Journal of Environmental Research and Public Health, 16(18), 3318.

Mohd Isa, S., Lim, G. S. S., & Chin, P. N. (2019). Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia. International Journal of Pharmaceutical and Healthcare Marketing, 13(2), 140–159.

Nathalia, C., Purwadhi, & Andriani, R. (2024). Pengaruh Mutu Pelayanan dan Waktu Tunggu terhadap Tingkat Kepuasan Pasien di Instalasi Rawat Jalan Bedah Rumah Sakit Umum Hermina Arcamanik Bandung Jurnal Manajemen Rumah Sakit, 2(1). Diakses dari https://ejurnal.ars.ac.id/index.php/mmars/article/view/1599

Ng, J. H. Y., & Luk, B. H. K. (2019). Patient satisfaction: Concept analysis in the healthcare context. Patient Education and Counseling, 102(4), 790–796.

Pasya, A. R. (2024). The mediating effect of patient satisfaction in the effect of service quality on patient loyalty: Patient survey at Hermina hospital Bandung pharmacy installation. Return : Study of Management, Economic and Business, 3(2), 76–91.

Pilipus Resar, A., & Pardede, R. (2023). Service Quality and Patient Trust on Patient Loyalty Mediated by Patient Satisfaction on Inpatients. In Master tesis. Interdisciplinary Social Studies.

Phonthanukitthaworn, C. et al. (2020). An investigation of the relationship among medical center’s image, service quality, and patient loyalty. SAGE Open, 10(4).

Setyawan et al. (2020). Understanding patient satisfaction and loyalty in public and private primary health care. Journal of Public Health Research, 9(2).

Sharkiya, S. H. (2023). Quality communication can improve patient-centered health outcomes among older patients: a rapid review. BMC Health Services Research, 23(1).

Sirera, B., Naanyu, V., Kussin, P., & Lagat, D. (2024). Impact of patient-centered communication on patient satisfaction scores in patients with chronic life-limiting illnesses: an experience from Kenya. Frontiers in Medicine, 11.

Stark, S., Worm, L., Kluge, M., Roos, M., & Burggraf, L. (2021). The patient satisfaction in primary care consultation-Questionnaire (PiC): An instrument to assess the impact of patient-centered communication on patient satisfaction. PloS One, 16(7).

Taylor, F., Halter, M., & Drennan, V. M. (2019). Understanding patients’ satisfaction with physician assistant/associate encounters through communication experiences: a qualitative study in acute hospitals in England. BMC Health Services Research, 19(1).

Unal, O., Akbolat, M., & Amarat, M. (2018). The influence of patient-physician communication on physician loyalty and hospital loyalty of the patient. Pakistan journal of medical sciences, 34(4), 999–1003.

Wu et al. (2022). The relationship between the physician-patient relationship, physician empathy, and patient trust. Journal of General Internal Medicine, 37(6), 1388–1393.

Yarmen, M., Sumaedi, S., Bakti, I. G. M. Y., Rakhmawati, T., Astrini, N. J., & Widianti, T. (2016). Investigating patient loyalty: An integrated framework for trust, subjective norm, image, and perceived risk (a case study in Depok, Indonesia). International Journal of Quality and Service Sciences, 8(2), 179–196.