Article Per Year (5 Year)
p-Index From 2021 - 2026
2.949
P-Index
This Author published in this journals
All Journal Media Kesehatan Masyarakat Indonesia The Indonesian Journal of Public Health Jurnal Preventia Majalah Kesehatan FKUB Health Notions Jurnal Keperawatan Silampari Manuju : Malahayati Nursing Journal Faletehan Health Journal Unnes Journal of Public Health Jurnal Ners JURNAL PEMBANGUNAN HUKUM INDONESIA Media Gizi Kesmas MAHESA : Malahayati Health Student Journal Jurnal Keperawatan
Ernawaty Ernawaty
Departemen Administrasi Dan Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat, Universitas Airlangga
Dentistry Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences

Published : 22 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 22 Documents
Search

 1   2   3 
From Service Quality To Patient Loyalty: A Scoping Review Of Healthcare Experience Raras Purna Enrilladela; Ernawaty Ernawaty
MAHESA : Malahayati Health Student Journal Vol 6, No 7 (2026): Volume 6 Nomor 7 (2026)
Publisher : Universitas Malahayati

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33024/mahesa.v6i7.23670

Abstract

ABSTRACT The global shift toward patient-centered care has prompted healthcare providers to prioritize medical effectiveness and the quality of patient experience. This scoping review aims to map the relationship between service quality, patient satisfaction, and loyalty within healthcare facilities and identify the underpinning theories. Guided by the PRISMA-ScR protocol, this study analyzes 15 primary research articles published between 2021 and 2024. Findings reveal that service quality, reliability, empathy, physical infrastructure, and effective communication are key determinants of patient satisfaction. Furthermore, trust, percept value, and service equity enhance this relationship and trigger long-term loyalty, mainly through word of mouth. The three main theoretical frameworks, Expectancy Disconfirmation Paradigm (EDP), Equity Theory, and Value Percept Theory, are confirmed as critical to explaining patient satisfaction and loyalty. This review highlights the necessity of a comprehensive service management strategy that integrates technical, emotional, and relational dimensions to sustain patient loyalty. Keywords: Service Quality, Patient Satisfaction, Loyalty, Healthcare Facility.
Influencing Factors of Patients’ Choice in the Online Medical Markets: A Systematic Review Ansalmus Oron; Ernawaty Ernawaty
MAHESA : Malahayati Health Student Journal Vol 4, No 10 (2024): Volume 4 Nomor 10 (2024)
Publisher : Universitas Malahayati

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33024/mahesa.v4i10.15649

Abstract

Background: The telemedicine system has created a new and important way for patients to find a doctor. This research aims to identify the influencing factors of patients’ choice in the online medical market using a systematic review study.Methods: Articles published in the last 5 years in Proquest, Google Scholar, and PubMed databases were systematically reviewed. Sixteen articles that met the inclusion and exclusion criteria were selected for further review. Findings regarding the influencing factors of patients’ choice in the online medical were systematically synthesized.Results: Sixteen articles explore seven main factors of patient choice in the online medical market such as physician factors, service quality, location, trust, WoM, patient perception and illness severity.Conclusions: Our study recommends that doctors should improve their medical skills, manners, appealing channel for health, actively publicize, increase the number of online consultations appealing channel for health, the frequency of updating the doctor's quality information and show their professional level to provide better service. The quality of online service are equally important to online doctor-patient trust and thus improve their influence.
Co-Authors Ageng Rusbaya Aina Shofi Salsabila Nur Anggun Wulandari Ansalmus Oron Arvanita Pariua Auli Fisty Noor Azizah Ayu Fitriansyah Binti Maratus Sholikhah Desi Fani Rahmawaty Dewi Nur Pratiwi Djazuly Chalidyanto Dyah Retno Andayani Puspitorini Dyas Witri Murtiningsih Edwin Triwidianto Eka Fitria Sari Erlian Indah Mustikawati Erlian Indah Mustikawati Farah Yasmine Ainun Nisa Gede Sanjaya Hario Megatsari Indah Berliana Fauziah Ismatut Thobibah Martha Ariana Wijayanti Maya Sari Dewi Miranda Gracia Salsabila Mokhamad Khoirul Huda Muhammad Ryman Napirah Ni Luh Putu Arum Puspitaning Ati Ni Made Mira Wahyu Astani Nur’Aini Nur’Aini Nuzulul Putri Nyoman Anita Damayanti Oktaretha Veleneka Binendra Ragilia Indah Lutfiana Rahmafika Cinthya Afro Rangga Gama Adyatma Raras Purna Enrilladela Ririn Widyowati Supangat Saptandia Wulan Cahyaning Lestari Syafiqah Syafiqah Thinni Nurul R Thinni Nurul Rochmah Titin Ismawati Launuru Wahyu Setyaningsih Yenny Purwanti