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All Journal Economic Journal of Emerging Markets Journal of Indonesian Economy and Business INTEKNA Jurnal Riset Bisnis dan Manajemen Tirtayasa GEMA EKONOMI Jurnal Ilmiah Ekonomi Global Masa Kini J-KESMAS: Jurnal Kesehatan Masyarakat Jurnal Review Pendidikan dan Pengajaran (JRPP) Jurnal Akuntansi Jurnal Ekonomi Bisnis Manajemen Prima Jurnal Akuntansi, Manajemen dan Ilmu Ekonomi (JASMIEN) Berajah Journal Jurnal EduHealth Jurnal Ekonomi Jurnal Penkomi : Kajian Pendidikan dan Ekonomi NUSRA: Jurnal Penelitian dan Ilmu Pendidikan Komunitas : Jurnal Pengabdian Kepada Masyarakat Jurnal Multidisiplin Madani (MUDIMA) Al-MIKRAJ: Jurnal studi Islam dan Humaniora Study & Management Research Study & Accounting Research FRIMA: Festival Riset Ilmiah Manajemen & Akuntansi Journal Online Manajemen ELPEI (JOMEL) Indonesian Research Journal on Education Innovative: Journal Of Social Science Research Matematika Majalah Bisnis & IPTEK J-CEKI Jurnal Ekonomi, Manajemen, Akuntansi Journal of Multidisciplinary Economics Harmony Manager : Jurnal Ilmu manajemen
Eka Purwanda
Program Studi Manajemen STIE STEMBI Bandung
Religion Arts Humanities Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Physics Public Health Social Sciences Transportation Veterinary Other

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Journal : Berajah Journal

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THE INFLUENCE OF SERVICE QUALITY ON PATIENT SATISFACTION AND LOYALTY IN THE CLINIC: A SYSTEMATIC REVIEW Wulandari, Nadia; Paramarta, Vip; Purwanda, Eka
Berajah Journal Vol. 4 No. 5 (2024): Berajah Journal
Publisher : CV. Lafadz Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/bj.v4i5.407

Abstract

This systematic review aims to explore the influence of service quality on patient satisfaction and loyalty in clinics. With the growing need for healthcare services and increasing competition among healthcare providers, understanding the key determinants of patient satisfaction and loyalty becomes crucial. The review analyzed multiple studies on service quality in clinics, focusing on key service dimensions such as reliability, responsiveness, assurance, empathy, and tangibles. These dimensions are critical in forming patient perceptions and determining the overall patient experience. Our findings reveal that service quality significantly impacts patient satisfaction, which in turn fosters loyalty. Satisfied patients are more likely to return to the clinic for future services and recommend it to others. Factors such as the professionalism of healthcare providers, the cleanliness of the facilities, and efficient communication contribute to patient loyalty. However, not all patients react similarly, as individual demographic and clinic-specific factors can influence their responses. This review concludes with recommendations for clinics to enhance service quality and patient-centered care to maintain a competitive edge.
THE EFFECT OF SERVICE QUALITY ON PATIENT SATISFACTION AND ITS IMPACT ON PATIENT LOYALTY Naurah, Gladdays; Paramarta, Vip; Purwanda, Eka
Berajah Journal Vol. 4 No. 5 (2024): Berajah Journal
Publisher : CV. Lafadz Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/bj.v4i5.408

Abstract

This study aims to analyze the effect of service quality on patient satisfaction and its impact on patient loyalty in hospitals. Good service quality is an important factor in building strong relationships with patients. Patients who are satisfied with the services they receive will tend to be more loyal and continue to use the same health services in the future. In addition, service quality can also affect how likely patients are to recommend the hospital to others. This study uses a quantitative method by distributing questionnaires to a number of patients in the hospital as respondents. The data were analyzed using a linear regression method to determine how much influence service quality has on patient satisfaction and loyalty. The results of the study showed that service quality has a significant effect on patient satisfaction, which ultimately strengthens their loyalty. Service quality is an intervening variable that strengthens the relationship between patient satisfaction and loyalty. Thus, to increase patient loyalty, hospitals must continue to improve their service quality.
Co-Authors Afriyeni Sri Rahmi Akhmadi Akhmadi Aldy Hernawan Andri Herdiansyah Ari Tri Utami aribowo, kornelis Arsyady, Ira Rachmawati B. Kombaitan Badruzzaman, Farid H dadan dadan, dadan Deny Teguh Setyaji Devi Lukita Sari Diana Pratiwi Doni Setiawan Effendy, Cut Azlina elia, yayang esa Enang Suherman Erfiyana, Evi Erwin Harahap Evi Erfiyana Fajarini, Fajarini Farid Hirji Badruzzaman Farida Yuliaty Firdaus, Angga Eriksa Firdyansyah A Ganika, Gerry Hady Sofyan Handayani, Rini Haqiqi, Fatimah Khodimatudinni Harahap, Emmatrya Azmi Hardy, Sara Mustika Ibrahim, Salawat Fatih Jujun Junaedi, Jujun Kartika, Ruliyatna Kartini, Amy Kendali, Krisloana KOSASIH KOSASIH, KOSASIH Kristin Yuniarti Maula Ash Shiddieqy Melinda, Dea Mubarok, Iman Muhammad Rofi Mulyawati, Tin Nadia Wulandari Naurah, Gladdays Nurdin . Pandu Prihanantyo, Andika Putri Mariah Ulfah Putri Sayekti Putri, Gita Dhitawati Rachmi Anasthasia Seriulna Raden Willa Permatasari Rokhaminawanti, Ersri Rosyadi, Agung Anas Rudi Rudi Sandra, Santi Saputra, Gilang Nispu Siah Asiah Siti Aisyah Siti Herni Rochana Siti Romlah Hasanah Sugianto, Surya Susanti, Anggilia Yuliani Susilawati, lena Tia Ariani Salsabila Trisna Wati Trisna Wati, Trisna Vip Paramarta Wardana Wendy Wilman Larest Manuel Manopo