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All Journal Research of Service Administration Health and Sains Healthys Journal of Artificial Intelligence and Digital Business
Cindy Charoline
Universitas Adhirajasa Reswara Sanjaya
Computer Science & IT Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Health Professions Public Health

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Hospitals as Service Products: Service Quality and Patient Satisfaction Chyntia Putriasni Kurnia; Cindy Charoline; Agustina Br Ginting; Beradona Beradona; Abdurrahman Samarqandy Rasta; A Rohendi
Research of Service Administration Health and Sains Healthys Vol. 7 No. 2 (2026): Research of Service Administration Health and Sains Healthys (Juni)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/nghtnb25

Abstract

Hospitals are healthcare institutions that function as service providers with unique characteristics distinct from tangible products, making service marketing perspectives essential for improving service quality and patient satisfaction in a competitive healthcare environment. This study employed a Systematic Literature Review (SLR) using the PRISMA protocol to identify and synthesize empirical and conceptual evidence related to hospital service characteristics, service quality dimensions, service marketing mix, and factors influencing patient satisfaction and loyalty. Literature searches were conducted in Scopus, PubMed, Google Scholar, EBSCO, and ProQuest for publications from 2013–2024. From 847 identified articles, 42 met the inclusion criteria and were analyzed. The findings revealed five dominant themes: IHIP characteristics in hospital services, SERVQUAL-based service quality dimensions, implementation of the 8P service marketing mix, the relationship between service quality and patient satisfaction and loyalty, and the role of human resources in achieving service excellence. The review confirms the relevance of the service marketing framework proposed by Christopher Lovelock and Lauren Wright in understanding hospitals as service products. Overall, hospitals require a holistic and patient-oriented management approach, where integrating service marketing concepts such as the flower of service, 8P marketing mix, and service quality management can significantly enhance patient satisfaction and loyalty.
Studi Fenomenologi Implementasi Strategi Manajemen, Operasi dan Sumber Daya Manusia di Rumah Sakit Chyntia Putriasni Kurnia; Cindy Charoline; Ermiati Ermiati
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 2 (2026): Mei-Juli
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i2.10850

Abstract

Implementasi strategi di rumah sakit kerap dipahami sebagai persoalan teknis penyelarasan struktur, sistem, dan sumber daya, sementara pengalaman subjektif para pelaksananya, yaitu manajer dan staf yang setiap hari menjalankan strategi tersebut, jarang menjadi pusat perhatian penelitian. Penelitian ini bertujuan mengeksplorasi dan memaknai pengalaman hidup (lived experience) manajer puncak, manajer menengah, dan staf garis depan dalam mengimplementasikan strategi di rumah sakit. Penelitian menggunakan pendekatan kualitatif dengan desain fenomenologi interpretatif (interpretative phenomenological analysis), melibatkan 12 partisipan dari tiga rumah sakit dengan karakteristik strategik berbeda. Data dikumpulkan melalui wawancara mendalam semi-terstruktur, observasi non-partisipan, dan telaah dokumen pendukung, kemudian dianalisis menggunakan tahapan Interpretative Phenomenological Analysis (IPA) dari Smith, Flowers, dan Larkin. Kajian dilandasi oleh kerangka hambatan eksekusi strategi dari Hrebiniak dan pandangan berbasis sumber daya (Resource-Based View) dari Barney sebagai lensa analitis untuk memahami bagaimana keterbatasan dan keunikan sumber daya organisasi dialami secara personal oleh partisipan. Hasil penelitian mengungkap tiga tema induk pengalaman, yaitu mengalami strategi sebagai sesuatu yang turun dari atas (strategy as something handed down), bergulat dengan keterbatasan sumber daya sebagai beban yang dipikul sendiri (resource scarcity as a personal burden), dan menemukan kembali makna kerja di tengah ketidaksempurnaan implementasi (reclaiming meaning amid imperfect execution). Temuan menunjukkan bahwa keberhasilan implementasi strategi, dari sudut pandang pelakunya, bukan semata pencapaian target, melainkan proses personal dalam menavigasi jarak antara strategi yang dirumuskan dan realitas kerja sehari-hari. Penelitian ini memberikan kontribusi empiris berupa pemahaman mendalam mengenai dimensi manusiawi implementasi strategi rumah sakit yang dapat memperkaya teori eksekusi strategi dan praktik manajemen sumber daya manusia di sektor kesehatan.
Co-Authors A Rohendi Abdurrahman Samarqandy Rasta Agustina Br Ginting Beradona Beradona Chyntia Putriasni Kurnia Ermiati Ermiati