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p-Index From 2021 - 2026
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All Journal JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Saleh Muhammad Drehem
Universitas Adhirajasa Reswara Sanjaya
Economics, Econometrics & Finance

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RUMAH SAKIT SEBAGAI PRODUK JASA: INTEGRASI KARAKTERISTIK JASA, KUALITAS PELAYANAN, DAN PENCIPTAAN NILAI BAGI PASIEN Albertus Dimas Aji Putra; Andi Yunita Himawan; Muhammad Rifqi Al-Azim; Saleh Muhammad Drehem; Widya Ayu Shantika; A. Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.332

Abstract

Hospitals are healthcare service organizations that generate value primarily through service processes, professional interactions, patient experiences, and health outcomes. This article aims to analyze hospitals as service products by integrating concepts such as service characteristics, service quality, patient experience and satisfaction, perceived value, and co-creation of value. The study employs a narrative literature review of scientific publications from the 2021–2026 period relevant to the topic. The synthesis reveals that the inherent nature of services—characterized by intangibility, inseparability of production and consumption, variability, and perishability—influences capacity management, process standardization, healthcare professional interactions, and the physical evidence of service delivery. Hospital service quality is shaped by reliability, responsiveness, assurance, empathy, physical aspects, process quality, communication, the service environment, and patient engagement. The literature also highlights the links between service quality and patient experience, perceived value, satisfaction, revisit intentions, and recommendations. It is concluded that hospitals must be managed as integrated service systems that sustainably align clinical quality, patient experience, human resource capabilities, digital services, and value co-creation.
Co-Authors A. Rohendi Albertus Dimas Aji Putra Andi Yunita Himawan Muhammad Rifqi Al-Azim Widya Ayu Shantika