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All Journal Jurnal Penelitian Pendidikan IPA (JPPIPA) Interdisciplinary Social Studies
Hapsari, Kanya
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Agriculture, Biological Sciences & Forestry Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Education Environmental Science Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Physics Public Health Social Sciences

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Determinants of Patient Loyalty in Inpatient Care Services in Mothers and Children's Hospital Hapsari, Kanya; Sriatmi, Ayun; Kartini, Apoina
Jurnal Penelitian Pendidikan IPA Vol 9 No SpecialIssue (2023): UNRAM journals and research based on science education, science applic
Publisher : Postgraduate, University of Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29303/jppipa.v9iSpecialIssue.7020

Abstract

The decrease in the number of patient visits indicates low satisfaction and loyalty. RSIA BUNDA Semarang has experienced a decline in inpatient visits in recent years. The research objective is to analyze the influence of customer value, relationship marketing, and customer experience on their satisfaction and loyalty. This is quantitative research with a cross-sectional approach. Data were collected by interviews using questionnaires with 244 respondents. Data analysis uses the Structural Equation Modeling (SEM) test to test the influence between variables. The research results show that patient loyalty is not influenced by satisfaction, but is directly influenced by relationship marketing and customer experience variables, while satisfaction is influenced by customer value and customer experience. Patient satisfaction is not proven to be a mediator between customer value, relationship marketing, and customer experience in influencing patient loyalty. Mapping patient characteristics is an important step in understanding patient needs so that they can provide a positive experience for the services they receive, including building good customer relationships to create perceptions of positive value and trust
Inpatient satisfaction with hospital services in Indonesia: A systematic review Hapsari, Kanya; Sriatmi, Ayun; Kartini, Apoina
Interdisciplinary Social Studies Vol. 3 No. 1 (2023): October-December 2023 (Regular Issue)
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v3i1.563

Abstract

Inpatient satisfaction is influenced by the quality of services provided by the hospital. The quality of service in question consists of Reliability, Assurance, tangibility, Empathy and Responsiveness. The aim of this research is to estimate and analyze the influence of the quality of inpatient services on patient satisfaction in hospitals. This research is a systematic review and metaanalysis research using the PRISMA diagram. Article searches were carried out based on the PICO Model eligibility criteria. P= InPatient; I = Good service quality; C= Poor Service Quality; O= Patient Satisfaction. Electronic literature was searched in 4 databases : Google Scholar, Research Gate, PubMed and Elsevier, for articles published on 2020-2023. With keywords including "service quality" AND "patient satisfaction" AND "Inpatient" AND "hospital" AND "cross sectional". Articles were analyzed using the PRISMA diagram and the Review Manager application. An article with a cross sectional study design that will be used as a source for meta-analysis of the influence of inpatient service quality on patient satisfaction in hospitals. The factors of service quality studied consisted of Reliability (reliability), Assurance (confidence), Tangible (physical appearance), Empathy (attention) and Responsiveness (responsiveness) which were proven to be able to influence patient satisfaction. The most dominant factors are Reliability, Empathy, and Responsiveness where the Sig. value is 0.000. Based on the research presented, it can be concluded that there is a significant relationship between service quality and patient satisfaction. All aspects of service quality, namely tangible, reliability, assurance, empathy, and responsiveness, are significantly related to patient satisfaction.
Co-Authors Apoina Kartini Ayun Sriatmi