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All Journal Jurnal Ners Journal of Innovative and Creativity
Nur Pudyastuti Pratiwi
Universitas Jenderal Achmad Yani
Education Health Professions Languange, Linguistic, Communication & Media Mathematics Medicine & Pharmacology Nursing Social Sciences Other

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Ketepatan Penanganan Keluhan Terhadap Customer Value Creation Pada Pasien BPJS di RS X Theresia Marditama; Nur Pudyastuti Pratiwi; Artarina D.A Samoedra; Harun Heri Trismiyanto; Arief Prayitno; Sani Fitriyani; Rika Nur Latifah; Mesya Aura Lova; Della Purnama Sari
Jurnal Ners Vol. 10 No. 2 (2026): APRIL 2026
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v10i1.52044

Abstract

Patient satisfaction is a major indicator of the quality of health services. One important factor that influences satisfaction is the responsiveness of the hospital to patient complaints. Effective complaint handling can increase trust, improve service reputation, and contribute to continuous quality improvement. The purpose of this study was to determine the accuracy of complaint handling in increasing customer value creation at X Hospital. The research method in this study was descriptive verification using a questionnaire. The sample method studied was using the purposive sampling method. Data analysis used simple linear regression and correlation. The results showed that there was a positive and significant influence between complaint handling and customer value creation. Keywords: Patient Satisfaction, Service Quality, Complaint Handling, Customer Value Creation
Kualitas Pelayanan Di Rumah Sakit : Sebuah Kajian Systematic Literature Review Theresia Marditama; Nur Pudyastuti Pratiwi
Journal of Innovative and Creativity (Joecy) Vol. 6 No. 2 (2026)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Kualitas pelayanan rumah sakit merupakan faktor determinan dalam membentuk kepuasan dan loyalitas pasien, namun sintesis komprehensif terhadap perkembangan literatur terkini masih sangat terbatas. Penelitian ini bertujuan mengidentifikasi dimensi dominan, instrumen pengukuran, faktor penghambat dan pendorong, serta tren perkembangan penelitian kualitas pelayanan rumah sakit periode 2021–2025. Metode yang digunakan adalah Systematic Literature Review (SLR) dengan protokol PRISMA, melalui penelusuran basis data Google Scholar, PubMed, Scopus, ScienceDirect, ProQuest, Garuda, dan SINTA. Dari 480 artikel teridentifikasi, sebanyak 25 artikel memenuhi kriteria inklusi dan dianalisis menggunakan sintesis naratif serta penilaian kualitas CASP. Hasil menunjukkan bahwa dimensi reliability paling dominan, diikuti assurance, responsiveness, empathy, dan tangibles dalam kerangka SERVQUAL yang mendominasi 76% studi. Kepuasan pasien terbukti sebagai mediator kunci antara kualitas layanan dan loyalitas pasien. Faktor internal seperti disiplin kerja dan internal service quality turut berkontribusi signifikan terhadap mutu layanan. Indonesia mendominasi konteks geografis dengan 13 studi. Disimpulkan bahwa peningkatan reliability dan assurance harus diprioritaskan, evaluasi SERVQUAL perlu dilakukan berkala, dan penelitian lanjutan disarankan menggunakan desain longitudinal dengan cakupan geografis lebih luas serta mengeksplorasi variabel kontemporer seperti digital patient experience dan sensory marketing.
Co-Authors Arief Prayitno Artarina D.A Samoedra Della Purnama Sari Harun Heri Trismiyanto Mesya Aura Lova Rika Nur Latifah Sani Fitriyani Theresia Marditama