Analysis of Service Quality in Improving Patient Satisfaction and Loyalty in Pratama Berkah Sehat
DOI:
10.29303/jppipa.v10i7.5595Published:
2024-07-25Issue:
Vol. 10 No. 7 (2024): July: In PressKeywords:
Patient loyalty, Patient satisfaction, Quality of serviceResearch Articles
Downloads
How to Cite
Downloads
Metrics
Abstract
Health services cannot be separated from the demands of competition in all aspects. Good service management is needed to create the health services the surrounding community needs so that the community feels satisfaction with health services as one of the businesses that must be carried out. The research design used in this research is quantitative. The population and sample used for this study were all patients who were treated at the Berkah Sehat Primary Clinic, totaling 200 patients. All of the 200 patients who sought treatment at the Berkah Sehat Pratama Clinic between March 2023 and April 2023 comprised the population and sample for this study. The study's objective was to examine the impact of the clinic's doctor, pharmaceutical, laboratory, and patient loyalty quality levels. Data analysis used Structural Equation Modeling (SEM) analysis with the Amos application version 24, Excel, and Spss. With a factor loading value of 0.989, assurance receives the best ranking for doctor services. With a factor loading value of 0.957, assurance receives the best grade in the pharmaceutical services category. With a factor loading value of 0.982, reliability receives the highest ranking for laboratory technician services. Product quality has the greatest factor loading value for patient satisfaction, at 0.965. The statement that I won't visit any clinic because I am satisfied with the services offered at the Berkah Sehat Primary Clinic with a loading factor value of 0.798 and the statement that if one day my family or friends need medical care, I would advise them to visit the Berkah Sehat Pratama Clinic with a loading factor value of 0.798 represent the highest assessments of patient loyalty. The results of the direct impact analysis show that doctors service quality, pharmacy service quality, and laboratory technician service quality influence patient loyalty. Patient satisfaction can influence the impact of the quality of service of doctors, pharmaceutical companies and laboratory technicians on loyalty at Berkah Sehat Primary Clinic.
References
Addo, A. A., Wang, W., Dankyi, A. B., Abban, O. J., & Bentum-Micah, G. (2020). Sustainability of Health Institutions: The Impact of Service Quality and Patient Satisfaction on Loyalty. European Journal of Business and Management Research, 5(4). https://doi.org/10.24018/ejbmr.2020.5.4.345
Aladwan, M. A., Salleh, H. S., Anuar, M. M., ALhwadi, H., & Almomani, I. (2021). The relationship among service quality, patient satisfaction and Patient Loyalty: Case Study in Jordan Mafraq hospital. Linguistics and Culture Review, 5(S3), 27–40. https://doi.org/10.21744/lingcure.v5nS3.1368
Ayele, Y., Hawulte, B., Feto, T., Basker, G. V., & Bacha, Y. D. (2020). Assessment of Patient Satisfaction with Pharmacy Service and Associated Factors in Public Hospitals, Eastern Ethiopia. SAGE Open Medicine, 8, 2050312120922659. https://doi.org/10.1177/2050312120922659
Barrio-Cantalejo, I. M., Simón-Lorda, P., Sánchez Rodríguez, C., Molina-Ruiz, A., Tamayo-Velázquez, M. I., Suess, A., & Jiménez-Martín, J. M. (2009). Adaptación transcultural y validación del Picker Patient Experience Questionnaire-15 para su uso en población española. Revista de Calidad Asistencial, 24(5), 192–206. https://doi.org/10.1016/j.cali.2009.02.003
Bjertnaes, O. A., Sjetne, I. S., & Iversen, H. H. (2012). Overall Patient Satisfaction with Hospitals: Effects of Patient-Reported Experiences and Fulfilment of Expectations. BMJ Quality & Safety, 21(1), 39–46. https://doi.org/10.1136/bmjqs-2011-000137
Chandra, S., Mohammadnezhad, M., & Ward, P. (2018). Trust and Communication in a Doctor- Patient Relationship: A Literature Review. Journal of Healthcare Communications, 03(03). https://doi.org/10.4172/2472-1654.100146
Dixit, S., Verma, N., Shrivastava, N., Sharma, M., Pradhan, S. K., & Agarwal, S. (2018). Patient satisfaction with ART centre services among people living with HIV: a cross sectional study in a tertiary care hospital, Chhattisgarh, India. International Journal Of Community Medicine And Public Health, 5(6), 2564. https://doi.org/10.18203/2394-6040.ijcmph20182195
Ekaterina, G. (2017). Measurement of Patient Satisfaction as a Quality Indicator of Hospital Health Services: The Case of Outpatient Clinics in General Hospital. Science Journal of Public Health, 5(2), 128. https://doi.org/10.11648/j.sjph.20170502.10
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 & Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031
Gasquet, I., Villeminot, S., Estaquio, C., Durieux, P., Ravaud, P., & Falissard, B. (2004). Construction of a questionnaire measuring outpatients’ opinion of quality of hospital consultation departments. Health and Quality of Life Outcomes, 2(1), 43. https://doi.org/10.1186/1477-7525-2-43
Gong, T., & Yi, Y. (2018). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology & Marketing, 35(6), 427–442. https://doi.org/10.1002/mar.21096
Gürsoy, G. (2021). Digital storytelling: Developing 21st century skills in science education. European Journal of Educational Research, 10(1), 97–113. https://doi.org/10.12973/EU-JER.10.1.97
Handayany, G. N. (2021). The Quality of Pharmaceutical Services in the New Normal Era on Outpatient Loyalty at the Pharmacy Installation of the Daya General Hospital. Open Access Macedonian Journal of Medical Sciences, 9(E), 1376–1382. https://doi.org/10.3889/oamjms.2021.7669
Hussain, A., Sial, M. S., Usman, S. M., Hwang, J., Jiang, Y., & Shafiq, A. (2019). What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy. International Journal of Environmental Research and Public Health, 16(6), 994. https://doi.org/10.3390/ijerph16060994
Kamra, V., Singh, H., & Kumar De, K. (2016). Factors affecting patient satisfaction: an exploratory study for quality management in the health-care sector. Total Quality Management & Business Excellence, 27(9-10), 1013–1027. https://doi.org/10.1080/14783363.2015.1057488
Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007
Khudair, I. F., & Raza, S. A. (2013). Measuring patients’ satisfaction with pharmaceutical services at a public hospital in Qatar. International Journal of Health Care Quality Assurance, 26(5), 398–419. https://doi.org/10.1108/IJHCQA-03-2011-0025
Kiran, K., & Diljit, S. (2011). Antecedents of customer loyalty: Does service quality suffice? Malaysian Journal of Library and Information Science, 16(2), 95–113. Retrieved from https://mjs.um.edu.my/index.php/MJLIS/article/view/6701
Knox, D., YEONG, S. N., & Prabhakar, G. (2020). Customer Satisfaction and Loyalty in Malaysian Resort Hotels: The Role of Empathy, Reliability and Tangible Dimensions of Service Quality. International Journal of Services and Operations Management, 1(1), 1. https://doi.org/10.1504/IJSOM.2020.10028391
Makanyeza, C., & Chikazhe, L. (2017). Mediators of the relationship between service quality and customer loyalty. International Journal of Bank Marketing, 35(3), 540–556. https://doi.org/10.1108/IJBM-11-2016-0164
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. https://doi.org/10.3390/ijerph16183318
McFarland, D. C., Johnson Shen, M., & Holcombe, R. F. (2017). Predictors of Satisfaction With Doctor and Nurse Communication: A National Study. Health Communication, 32(10), 1217–1224. https://doi.org/10.1080/10410236.2016.1215001
McPherson, R. A., & Pincus, M. R. (2021). Henry’s Clinical Diagnosis and Management by Laboratory Methods E-Book. Elsevier Health Sciences.
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
Mitropoulos, P., Vasileiou, K., & Mitropoulos, I. (2018). Understanding quality and satisfaction in public hospital services: A nationwide inpatient survey in Greece. Journal of Retailing and Consumer Services, 40, 270–275. https://doi.org/10.1016/j.jretconser.2017.03.004
Mosadeghrad, A. M. (2013). Healthcare Service Quality: Towards A Broad Definition. International Journal of Health Care Quality Assurance, 26(3), 203–219. https://doi.org/10.1108/09526861311311409
Ngo, M. V., & Nguyen, H. H. (2016). The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness, 8(2), 103–116. https://doi.org/10.7441/joc.2016.02.08
Nugroho, F., FoEh, J. E. J., & Suroso, S. (2023). Analysis of Factors Affecting Outpatient Loyalty at Ananda Bekasi Hospital with Satisfaction as an Intervening Variable. Dinasti International Journal of Economics, Finance & Accounting, 4(1), 67–92. https://doi.org/10.38035/dijefa.v4i1.1742
Okoye, M. O., Ukwe, V. C., Okoye, T. C., Adibe, M. O., & Ekwunife, O. I. (2014). Satisfaction of HIV patients with pharmaceutical services in South Eastern Nigerian hospitals. International Journal of Clinical Pharmacy, 36(5), 914–921. https://doi.org/10.1007/s11096-014-0006-y
Pangerapan, D. T., Palandeng, O. E. L. I., & Rattu, A. J. M. (2018). Relationship Between Quality of Service and Patient Satisfaction at the Internal Medicine Polyclinic, GMIM Pancaran Kasih General Hospital, Manado. JKK (Jurnal Kedokteran Klinik), 2(1), 9–18. Retrieved from https://ejournal.unsrat.ac.id/v3/index.php/jkk/article/view/18836
Pribadi, P., Satibi, Kristina, S. A., & Syahlani, S. P. (2021). Building Patient Loyalty in Pharmacy Service: A Comprehensive Model. Indonesian Journal of Pharmacy, 241–250. https://doi.org/10.22146/ijp.1326
Putu, I. M. A. M., Suyatna, N., & Indiani, Y. L. P. (2018). The Effect Of Service Quality On Patient Loyalty Mediated By Patient Satisfaction In Bali Siloam Hospital. JAGADHITA, 5, 1–7. https://doi.org/10.22225/jj.5.1.440.1-7
Ramli, A. H. (2019). Patient Satisfaction, Hospital Image and Patient Loyalty in West Sulawesi Province. Business and Entrepreneurial Review, 17(1), 1. https://doi.org/10.25105/ber.v16i2.5088
Sitio, T., & Ali, H. (2019). Patient Satisfaction Model and Patient Loyalty: Analysis of Service Quality and Facility (Case Study at Rawamangun Special Surgery Hospital). Scholars Bulletin, 05(10), 551–559. https://doi.org/10.36348/sb.2019.v05i10.002
Tanford, S. (2016). Antecedents and Outcomes of Hospitality Loyalty. Cornell Hospitality Quarterly, 57(2), 122–137. https://doi.org/10.1177/1938965516640121
Teshnizi, S. H., Aghamolaei, T., Kahnouji, K., Teshnizi, S. M. H., & Ghani, J. (2018). Assessing Quality of Health Services with The SERVQUAL Model in Iran: A Systematic Review and Meta-Analysis. International Journal for Quality in Health Care, 30(2), 82–89. https://doi.org/10.1093/intqhc/mzx200
Traverso, M. L., Salamano, M., Botta, C., Colautti, M., Palchik, V., & Pérez, B. (2007). Questionnaire to assess patient satisfaction with pharmaceutical care in Spanish language. International Journal for Quality in Health Care, 19(4), 217–224. https://doi.org/10.1093/intqhc/mzm014
Ubaidillah, U. (2021). Kualitas Pelayanan dan Kepuasan Pasien (Studi Kasus Instalasi Laboratorium Rumah Sakit ST. Theresia Jambi). Ekonomis: Journal of Economics and Business, 5(2), 542–544. https://doi.org/10.33087/ekonomis.v5i2.413
Zhou, W.-J., Wan, Q.-Q., Liu, C.-Y., Feng, X.-L., & Shang, S.-M. (2017). Determinants of patient loyalty to healthcare providers: An integrative review. International Journal for Quality in Health Care, 29(4), 442–449. https://doi.org/10.1093/intqhc/mzx058
Author Biographies
Helena Nurhayati, Universitas Muhammadiyah Yogyakarta
Siti Dyah Handayani, Universitas Muhammadiyah Yogyakarta
Firman Pribadi, Universitas Muhammadiyah Yogyakarta
License
Copyright (c) 2024 Helena Nurhayati, Siti Dyah Handayani, Firman Pribadi
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with Jurnal Penelitian Pendidikan IPA, 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 4.0 International License (CC-BY License). This license allows authors to use all articles, data sets, graphics, and appendices in data mining applications, search engines, web sites, blogs, and other platforms by providing an appropriate reference. The journal allows the author(s) to hold the copyright without restrictions and will retain publishing rights without restrictions.
- 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 acknowledgment of its initial publication in Jurnal Penelitian Pendidikan IPA.
- 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).
