The Relationship Of Service Quality With Hospital Patient Satisfaction

Maitri Anindita

Abstract


Hospitals are health service institutions that provide individual health services. The challenges for hospital managers in the JKN - KIS era are increasingly difficult. Hospitals are currently required to be able to provide maximum health services to patients while still paying attention to the claim rates they will receive. . The results of literature studies and previous research show that service quality has a significant influence on patient satisfaction. Satisfied patients will then become loyal customers and will tend to use the hospital's services again and this will encourage them to share their good experiences with others. This phenomenon should be a driving force for hospital managers to maintain the quality of service in this era of National Health Insurance

Full Text:

PDF

References


Alfian, Nicko. 2018. Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi oleh Kepuasan Pelanggan (Studi Pada Kedai Kopi Kembang, Malang). Jimfeb Vol 7 no 1, 1–15

Anggraini, F., dan Budiarti, A. 2020. Pengaruh Harga, Promosi, dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan Pada Konsumen Gojek. Jurnal Pendidikan Ekonomi (JUPE), 8(3), 86–94.

Atmanegara, S. Y., Dwi Cahyono, Nurul Qomariah, & Abadi Sanosra. 2019. Pengaruh Kualitas Pelayanan, Citra Perusahaan, Dan Lokasi Terhadap Kepuasan Konsumen Hotel Ijen View Bondowoso. JSMBI (Journal Sains Manajemen Dan Bisnis Indonesia), 9(1), 79–89

Insyroh, W., & Setyowati, T. 2018. Determinan Kualitas Pelayanan, Harga dan Produk Terhadap Kepuasan Pelanggan Telkomsel Flash Di Bondowoso. International Journal of Social Science and Business, 2(3), 132.

Izogo, E. E., & Ogba, I.-E. 2014. Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 34(1), 1–5.

Kementerian Kesehatan. 2014. Peraturan Menteri Kesehatan Republik Indonesia Nomor 69 Tahun 2014 Tentang Kewajiban Rumah Sakit Dan Kewajiban Pasien. Berita Negara Republik Indonesia Tahun 2014 Nomor 1609. Jakarta : Sekretariat Negara

Kotler, Philp &, Keller, & Lane, K. 2016. Marketing Management. 15th Edition. Pearson Education, Inc

Kotler, Philip & Gary Armstrong. 2016. Dasar-Dasar Pemasaran. Jilid 1. Edisi Ke 9. Jakarta: Erlangga.

Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, Vol. 49, Fall, pp. 41-50

Sukmadinata. 2006. Metode Penelitian Pendidikan. Bandung : Rosdakarya

Tjiptono, F. 2014. Pemasaran Jasa - Prinsip, Penerapan dan Penelitian. Yogyakarta : Andi Offset


Refbacks

  • There are currently no refbacks.


____________________________________________________________________________________

Departement of Management ECONOMY AND BUSINESS FACULTY - UNIVERSITAS TRUNOJOYO MADURA

Jl. Raya Telang PO BOX 2 Kamal - Bangkalan, 69162 - Jawa Timur