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Redjeki, Finny
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Journal : JOURNAL OF Qualitative Health Research

 1 
Pengaruh e-marketing mix dan mutu pelayanan kesehatan terhadap kepuasan pasien di rumah sakit Febrina, Dara Meutia Ayu; Pusparani, Kinanti Vionanda; Kusyanto, Fahmi Abdullah; Mubarok, Rizqi; Redjeki, Finny
JOURNAL OF Qualitative Health Research & Case Studies Reports Vol 5 No 4 (2025): September Edition 2025
Publisher : Published by: Indonesian Public Health-Observer Information Forum (IPHORR) Kerjasama dengan Persatuan Perawat Nasional Indonesia (PPNI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56922/quilt.v5i4.1215

Abstract

Background: The rapid development of information technology has encouraged hospitals to adopt the E-Marketing Mix to enhance patient access, personalization, and trust. However, service quality remains the key factor in shaping patient satisfaction. Integrating these two aspects is essential to remain competitive in the digital era. Purpose: To analyze the effect of the E-Marketing Mix and healthcare service quality on patient satisfaction and to evaluate the mediating role of patient satisfaction in fostering patient loyalty. Method: This study employed an observational design with a systematic literature review approach. Secondary data were collected from PubMed, Embase, and manual searches (2015–2025) and screened according to inclusion criteria, resulting in 10 eligible articles. A comparative analysis was performed, including synthesis of findings, identification of similarities, and drawing conclusions from the literature. Results: A total of 113 articles were initially identified and screened based on publication year and inclusion criteria, resulting in 10 articles that were included in this literature review. Conclusion: The integration of the E-Marketing Mix with structured service quality improvement programs is a key strategy to create an optimal patient experience, enhance satisfaction and loyalty, and strengthen hospital competitiveness in the digital era.   Keywords: E-Marketing Mix; Hospital; Loyalty; Patient Satisfaction; Service Quality.   Pendahuluan: Perkembangan teknologi informasi mendorong rumah sakit menerapkan E-Marketing Mix untuk meningkatkan akses, personalisasi, dan kepercayaan pasien, namun mutu pelayanan tetap menjadi kunci utama pembentuk kepuasan. Integrasi keduanya penting untuk menghadapi persaingan di era digital. Tujuan: Menganalisis pengaruh E-Marketing Mix dan mutu pelayanan kesehatan terhadap kepuasan pasien, serta mengevaluasi peran kepuasan pasien sebagai mediator terhadap loyalitas pasien. Metode: Penelitian menggunakan desain observasional dengan tinjauan pustaka sistematis. Data sekunder dikumpulkan dari PubMed, Embase, dan pencarian manual (2015–2025), disaring sesuai kriteria inklusi, menghasilkan 10 artikel yang dianalisis secara komparatif. Analisis mencakup sintesis temuan, identifikasi kesamaan, dan penarikan kesimpulan berdasarkan literatur. Hasil: Artikel  yang  didapatkan  pada  sumber  sebanyak  113  dan  diseleksi berdasarkan tahun dan sesuai kriteria inklusi yang ditentukan, sehingga didapatkan sebanyak 10 artikel yang akan digunakan untuk literature review penulis. Simpulan: Integrasi E-Marketing Mix dengan program peningkatan mutu pelayanan merupakan strategi kunci untuk menciptakan pengalaman pasien yang optimal, meningkatkan kepuasan dan loyalitas, serta memperkuat daya saing rumah sakit di era digital.   Kata Kunci: E-Marketing Mix; Kepuasan Pasien; Loyalitas; Mutu Pelayanan; Rumah Sakit.
Co-Authors Abdul Rasyid Adang Haryaman Adi Masliardi Agustini Agustini, Agustini Ahmed, Muhammad Aini Nurul Ainnayah Poetri Zaika, Al Akbar, Muhammad Fadil Andi Harmoko Arifin Arif Rahman Arjang, Arjang Ayke Nuraliati Ayu Amrita, Nyoman Dwika Bakhita, Rona Maulidia Batjo, Sitti Nurjana Bramanto, R. Handi Budiawan, Likha Navadiani Chintiyani, Fitri Dedi Haryadi Degdo Suprayitno Delima, Mera Deny Suryana, Deny Depi, Jeanne Nurtami Dian Prawibawa, Dian Dini Indriani, Dini Endang Ruchiyat Fadhillah, Murni Fadillah, indah Nur Faisal, Ijang Faizah Fauziah Fauziah Febrian, Wenny Desty Febrina, Dara Meutia Ayu Gunardi, Sukmo Halibanon, Dewi Saparina Halimah, Lili Hapsari, Rahma Indhytsania Harahap, Subur Haryanto, Abel Hayya, Lidya Nur Hendra Wardhana Herlina Herlina Hermanto Hermanto Hudaeni, Nurul Ichtiat, Helmi Qodrat Indah P, Euis Ayu Irdiana, Sukma Irfan Sophan Himawan Junaedi, Dandi Kasyati, Kasyati Khaneisya, Rashell Puteri Kusyanto, Fahmi Abdullah Mandala, Nesha Adelina Mariana, Soneta Dina Maulida, Vida Wahda Mubarok, Rizqi Muhiban, Ayi Muhroji, Jamal Mulyeni, Sri Nainggolan, Elisabeth Naja, Nadia Syahran Nilasari, Yekti Nuraeni HR, Leni Octavianus, Billy Pertiwi, Triani Patra Prabowo, Hanif Agung Pramudani, Nadia Priadi, Muh. Dadi Prihantoro, Kasih Pusparani, Kinanti Vionanda Putra S, Fardani Putri, Liska Zahara Putri, Melati Triani Rahmawati, Feti Rd. Ratih Hanawidjaya Renatasari, Distya Ayu Samsu, Ridha Aprilla Sanggya HB, Ahimsa Sari, Rahmi Rachmawati Sari, Yulia Puspita Sihombing, Veronika Dinar Romauli Sinaga, Hommy Dorthy Ellyany Sjoraida , Diah Fatma Sofyan, Hady Sudarmanto, Eko Sudrajat, Asep Suhardi Suhardi Supri Hartini, Supri Supriadi, Drajat Supriyadi Supriyadi Suri, Brigita Sheren Jessica Susilo Utomo Syahril Hasan - Politeknik Sains dan Teknologi Wiratama Maluku Utara, Syahril Hasan Syujak, Ahmad Rois Takwa, Muhammad Tri Astuti Ullifannuri, Ullifannuri Utami, Eva Yuniarti Wahyudin Wahyudin Widjaja, Trees Nia Sari Wulandari, Andi Sri Rezky Wulandari, Apriliana Ayu Yatimin Yatimin Yinnie, Celine Yoga Nugraha, Enggun Yuni, Penty Zaenal Aripin