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All Journal Alignment: Journal of Administration and Educational Management Research of Service Administration Health and Sains Healthys
Abdurrahman Samarqandy Rasta
Universitas Adhirajasa Reswara Sanjaya
Education 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.
Kompetensi Sumber Daya Manusia Kesehatan Ditinjau dari Kepuasan Kerja dan Kompensasi di RSHS Slawi Beradona; Agustina Br Ginting; Abdurrahman Samarqandy Rasta; Mira Veranita
Journal Of Administration and Educational Management (ALIGNMENT) Vol. 9 No. 4 (2026): Journal Of Administration and Educational Management (ALIGNMENT)
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/mx44cv68

Abstract

This study aims to analyze the influence of job satisfaction and compensation on the competence of health human resources at RSHS Slawi, both partially and simultaneously. A quantitative research approach was employed using purposive sampling, with the sample size determined via Slovin's formula, resulting in 58 respondents. Data were collected using Likert-scale questionnaires and analyzed through multiple linear regression using SPSS. The results indicate that job satisfaction has a positive and significant effect on the competence of health human resources (significance value 0.017 < 0.05), while compensation also has a positive and significant effect on competence (significance value 0.006 < 0.05). Simultaneously, job satisfaction and compensation positively and significantly influence the competence of health human resources, with an F-statistic of 8.168 and a significance value of 0.001 < 0.05. The Adjusted R-Square value of 0.201 indicates that job satisfaction and compensation explain 20.1% of the variance in the competence of health human resources, while the remaining 79.9% is influenced by factors outside the research model. The study concludes that increasing job satisfaction and providing adequate compensation can support the enhancement of health human resource competence at RSHS Slawi.   Keywords: Compensation, Competence, Job Satisfaction, Human Resources, Health Personnel
Co-Authors A Rohendi Agustina Br Ginting Beradona Beradona Beradona Chyntia Putriasni Kurnia Cindy Charoline Veranita, Mira