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Journal : Cermin Dunia Kedokteran

Peran Citra Merek dalam Menjembatani Kualitas Layanan dengan Harapan Pasien: Hasil Penelitian Stevany; Mulyani, Erry Yudhya; Noerni, Noerni
Cermin Dunia Kedokteran Vol 51 No 11 (2024): Kedokteran Umum
Publisher : PT Kalbe Farma Tbk.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55175/cdk.v51i11.1243

Abstract

Patient expectations in the context of modern health services are defined as patient expectations regarding the availability of information, participation in decision-making, and overall service quality. The research aim is to analyze the influence of tangibility, empathy, reliability, responsiveness, and assurance on patient expectations intervened by hospital brand image. The selection used the accidental sampling technique of 200 respondents at emergency room patients using accidental sampling technique. This study employed quantitative methodology, focusing on associative causality through a cross-sectional framework. Data were gathered via questionnaires and analyzed using structural equation modeling—partial least squares (SEM-PLS). The findings suggested that patient expectations were shaped by tangibility, empathy, and responsiveness yet were unaffected by reliability and assurance, with brand image served only to mediate the impact of responsiveness on patient expectations. These outcomes offer insights for hospital administration on the importance of enhancing systems for facility upgrades, technological advancements, and the improvement of human resources through targeted training.
Co-Authors A.A. Ketut Agung Cahyawan W Abi Saptadinata Afif, Irfani Ahmad Fuad Anggiruling, Dwikani Oklita Angkasa, Dudung Ari Pambudi At Thaariq, Pertiwi Azizah, Anik Hanifatul Budi Iman Santoso Budy Wiryawan Christophera R Lucius Dewi, Novitasari Didit Damayanti Dodik Briawan Dudung Angkasa Dyah Oktabriawatie Elvandari, Miliyantri Elvandari, Milliyantri Ernawati Ernawati Erwan Baharudin Fernanda, Catrine Gifari, Nazhif Hardinsyah Hilmy, Mohamad Reza Ichwanudin, Muhammad Ikbal Rachmat Illah Sailah Imam Yuwono Indah Suci Anzarkusuma Intan Silviana Irianto, Sugeng Eko Jannah, Ana Raudah Al Jus'at, Idrus Jus?at, Idrus Jusat, Idrus Jus’at, Idrus Jus’at, Idrus Jus’at, Idrus JUS’AT, IDRUS Kusumapradja, Rokiah Laili, Aditya Fatkhi Laras Sitoayu Mabruroh, Faizul Maharani, Adhelin Maria Poppy Herlianti Mariyana Widiastuti Meiriasari, Meiriasari MF. Arrozi Adhikara Minarti, Indah Puji Mury Kuswari Mustika, Anindya Billa Mustikawati, Intan Silviana Nadiya, Feren Nadiyah Nadiyah Narliani, Eka Rowiyan Nazruddin Safaat H Nefianto, Tirton Nirmala Sari Nizirwan Anwar Noerni, Noerni Novianti, Anugrah Novianti, Titta Nugroho, Tezar Mega Nurbaiti, Syifa NURBANI, LISA Nurhayati, Arin Fransisca Nurhayati, Ety Palupi, Khairizka Citra Permatasari, Indah Dwi Pertiwi, Dewi Ayu Praja, Arief Kusuma Among Purwanti, Clara Puspita Sari, Bela Putri Handayani Putri Handayani Putri Ronitawati Putri, Ranty Aditya Putri, Renata Mega Rachmanida Nuzrina Ramadhan, Yanuar Reza Fadhilla Rian Adi Pamungkas Rumana, Nanda A Sa'pang, Mertien Saputra, Sugiyono Sari, Yumelda Shidiqah, Raysah Sa’diyah Sitoayu, Laras Slanga, Pocut Sri Irawati Stanin, Enrico Stevany Sundjaya, Tonny Tahjoo, Anastina Tarigan, Mazmur Ummanah Ummanah, Ummanah Utami, Dessy Aryanti Wahidi, Kemala Rita Wahyuni, Yulia WIDAWATI, WAHYU Widodo, Agung Mulyo Wijaya, Rahmat Wulan Agustina Yumeldasari, Yumeldasari Zelfino, Zelfino Zelfino, Zelfino