HE EFFECT OF OUTPATIENT PHARMACEUTICAL SERVICE QUALITY ON PATIENT LOYALTY THROUGH PATIENT SATISFACTION OF KARSA HUSADA GENERAL HOSPITAL BATU

Patient loyalty greatly affects the survival of a hospital, because loyal patients not only make repeated visits but can act as loyalty advocators. In the last five years, there has been a decrease in the number of inpatient visits at RSU (Regional General Hospital) Bandung Medan, an average of 8.79% so that research is needed to determine the factors that affect patient loyalty. The study was conducted by cross sectional, using a questionnaire that has been tested valid and reliable. The research variables were service quality, patient satisfaction, and patient loyalty. The number of samples was 100 patients who met the criteria. Data were analyzed using SEM-PLS method. The results: service quality has a significant effect on patient satisfaction, patient satisfaction has a significant effect on patient loyalty, and service quality has a significant effect on patient loyalty. Patient loyalty at RSU Bandung Medan is significantly influenced by service quality factors and patient satisfaction factors. Regarding the service quality variable, 20% of respondents did not agree that nurses recorded accurately. In the patient satisfaction variable, 20% of respondents were dissatisfied with the cleanliness of the room, 20% of respondents were not satisfied with the food served, and 15% of respondents were dissatisfied with the results of the treatment. In the patient loyalty variable, 15% of respondents disagreed with giving positive responses to the relationship about the performance of the Bandung Hospital, and 15% of respondents would move to another hospital if they got a discount.

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Analysis Quality of Services on and Satisfaction Loyalty Patients Sumberglagah Hospital Mojokerto

JOURNAL FOR QUALITY IN PUBLIC HEALTH ◽

10.30994/jqph.v3i2.68 ◽

2020 ◽

Vol 3 (2) ◽

pp. 232-238

Author(s):

Bambang Priyono ◽

Indasah Indasah ◽

Koesnadi Koesnadi

Keyword(s):

Patient Satisfaction ◽

Linear Regression ◽

Health Services ◽

Service Quality ◽

General Hospital ◽

Quality Of Services ◽

Hospital Services ◽

Patient Loyalty ◽

Regression Test

Hospitals were health facilities that provide individual health services including promotive, preventive, curative and rehabilitative services. Hospital services provided in the form of quality will be able to satisfy patients. Patients satisfied with the services provided can also create patient loyalty. This study aims to determine the effect of service quality on satisfaction and loyalty of patients at Sumber Glagah General Hospital Mojokerto. Research design used in this study a correlation analytic with a cross sectional approach. The population study were all in patients at Sumber Glagah General Hospital Mojokerto in August 2018 as many as 315 patients. The sampling technique used simple random sampling with a sample size of 100 patients. The independent variable was service quality and the dependent variable is satisfaction and loyalty. The instrument used a questionnaire that is tested for its validity and reliability. Data analysis used linear regression with a significance level of 0.05. The results showed that respondents stated that the services of the Sumberglagah General Hospital were of high quality at 56%. Respondents who stated that they were very satisfied were 94%. Respondents who stated were very loyal at 93%. The results of the linear regression test showed that p = 0.025 (α = 0.05) that H0 is rejected means that there is an influence between the quality of service of Sumberglagah Hospital in Mojokerto and patient satisfaction. The results of the linear regression test showed that p = 0.015 means that there is an influence between the quality of services of Sumberglagah Hospital in Mojokerto on patient loyalty. The quality of health services felt by patients is predicted to increase patient satisfaction. Good service quality will affect patient satisfaction as a hospital customer. The more quality the services provided by the hospital, the more patients will feel satisfaction with the services provided. The better quality of hospital services provided to patients will be more loyal patients to the hospital

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The Quality of Pharmaceutical Services in the New Normal Era on Outpatient Loyalty at the Pharmacy Installation of the Daya General Hospital

Open Access Macedonian Journal of Medical Sciences ◽

10.3889/oamjms.2021.7669 ◽

2021 ◽

Vol 9 (E) ◽

pp. 1376-1382

Author(s):

Gemy Nastity Handayany

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

General Hospital ◽

Direct Effect ◽

Indirect Effect ◽

Pharmaceutical Services ◽

Equation Modeling ◽

New Normal ◽

Pharmaceutical Service

Background: The quality of pharmaceutical services is an important factor in ensuring the quality of health services in hospitals. In this current era of the new normal, improving the quality of pharmaceutical services is closely related to patient satisfaction and loyalty. Objective: The purpose of this study was to examine and analyze the effect of pharmaceutical service quality on loyalty through mediating outpatient satisfaction at the Pharmacy Installation of Daya General Hospital. Method: This research was a quantitative study with an analytical observational study design. Respondents in this study were 120 outpatients at the Pharmacy Installation. The data analysis method used was univariate and bivariate analysis through the Statistical Package for the Social Sciences (SPSS) program and multivariate Structural Equation Modeling (SEM) with the AMOS program. Results: Satisfaction affected the loyalty of outpatients at the Pharmacy Installation. The most dominant indicator was feeling satisfied in the satisfaction variable, with a loading factor of 0.93. In the loyalty variable, the most dominant indicator was the loyalty aspect, with a loading factor of 0.41. The direct effect of pharmaceutical service quality on loyalty was 0.550, while the indirect effect mediated by patient satisfaction was 0.303. Conclusion: The direct effect was greater than the indirect effect of service quality on the loyalty of outpatients at Daya General Hospital.

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The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

Preventif : Jurnal Kesehatan Masyarakat ◽

10.22487/preventif.v10i1.115 ◽

2020 ◽

Vol 10 (1) ◽

pp. 1-12

Author(s):

Dwi Sitti Oktania

Keyword(s):

Patient Satisfaction ◽

Health Service ◽

Service Quality ◽

General Hospital ◽

Inpatient Care ◽

Sampling Technique ◽

Cross Sectional Study ◽

Cross Sectional ◽

Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

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Determinants that Influence the Quality of Outstanding Services on Patient Satisfaction in dr. H. Moh. Anwar General Hospital Sumenep District

JOURNAL FOR QUALITY IN PUBLIC HEALTH ◽

10.30994/jqph.v5i1.273 ◽

2021 ◽

Vol 5 (1) ◽

pp. 185-194

Author(s):

Susiyati Susiyati ◽

Katmini Katmini

Keyword(s):

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

Response Time ◽

General Hospital ◽

Linear Regression Analysis ◽

P Value ◽

Outpatient Services ◽

Cross Sectional

Quality hospital services are always a hope for every user of health services and along with the development of science and technology, people are increasingly critical in assessing health services. The purpose of this study was to analyze the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The design of this research is an observational quantitative study with a cross sectional approach with the focus of the research directed at analyzing the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The total population is 271 respondents and a sample of 109 respondents is taken by the Accidental Sampling technique. The findings showed that most of the respondents had sufficient category loyalty as many as 56 respondents (51.4%). Most of the respondents rated the response time in the medium category as many as 56 respondents (51.4%). Most of the respondents have a moderate category of service quality as many as 55 respondents (50.5%). Most respondentssatisfied as many as 65 respondents (59.6%). Based on the results of the Linear Regression analysis of the service quality variable on utilization, it shows that the p-value <0.05 then H0 is rejected and H1 is accepted, so it can be concluded that there is an influence of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. It is expected that respondents can provide constructive input and criticism so that the services provided can be in accordance with what is expected.

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Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

Jurnal Informatika ◽

10.31311/ji.v5i1.2944 ◽

2018 ◽

Vol 5 (1) ◽

pp. 90-101

Author(s):

Entin Sutinah ◽

Odilia Rosdiana Simamora

Keyword(s):

Quality Of Service ◽

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

General Hospital ◽

Five Dimensions ◽

Physical Evidence ◽

Level Of Satisfaction ◽

Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

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Brand image to loyalty through perceived service quality and patient satisfaction: A conceptual framework

Health Services Management Research ◽

10.1177/0951484820962303 ◽

2020 ◽

pp. 095148482096230

Author(s):

Udita Taneja

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Brand Image ◽

Empirical Studies ◽

Healthcare Sector ◽

Healthcare Organizations ◽

Perceived Service Quality ◽

Patient Loyalty ◽

Large Numbers ◽

The Impact

Brand image (BI) is a relatively new concept in the healthcare sector and its value is important for healthcare organizations to survive in this competitive era. Extant research in academics shows the diversity in determinants of patient satisfaction (PS), perceived service quality (PSQ), loyalty and brand image (BI) in the healthcare sector. The large numbers of existing studies mainly emphasize constructs such as PS, PSQ or the relationship between these two, taking into consideration other factors like cost and loyalty. The purpose of this study is to systematically review and summarize current research as well as propose a conceptual model of hospital brand image and its impact on patient loyalty through PSQ and PS. We provide a research framework for future theoretical and empirical studies on the impact of BI on patient loyalty.

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Service Quality, Brand Image, Perceived Value, Patient Satisfaction and Loyalty in China’s Private Dental Clinics

10.21203/rs.3.rs-52529/v1 ◽

2020 ◽

Author(s):

Wenyi LIN ◽

Wanxia Yin

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Path Analysis ◽

Brand Image ◽

Perceived Value ◽

Survey Study ◽

Dental Clinics ◽

Patient Loyalty ◽

Relationship Of ◽

The Relationship

Abstract Background: This study seeks to explore the relationship of service quality, brand image, perceived value, service satisfaction and loyalty in China’s private dental clinics. Methods: This is a cross-sectional survey study, being conducted in Dongguan City, Guangdong Province, China in January 2019. The participants were selected by convenience sampling method. A total of 230 residents were surveyed. Among them, 125 had received services in private dental clinics, being the valid sample of this study. A multiple regression model was run to explore factors influencing patient loyalty. Subsequently, the path analysis was used to understand the relationship of service quality, brand image, perceived value, patient satisfaction, and patient loyalty. Results: After controlling for the effect of demographic and socio-economic variables, perceived value and patient satisfaction have significant influences on patient loyalty. The path analysis indicates the perceived value, perceived quality, and expected quality have direct effects on patient satisfaction, and have indirect effects on patient loyalty, with patient satisfaction as a mediator. Additionally, perceived value has a direct and indirect effect on patient satisfaction. Conclusion: This study helps managers in private dental clinics to gain support from customers through building customer loyalty towards dental clinics.

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Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan

International Journal of Quality & Reliability Management ◽

10.1108/ijqrm-06-2014-0074 ◽

2016 ◽

Vol 33 (5) ◽

Cited By ~ 31

Author(s):

Asma Shabbir ◽

Shahab Alam Malik ◽

Shujah Alam Malik

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Private Sector ◽

Design Methodology ◽

Public And Private ◽

Perceived Service Quality ◽

Patient Loyalty ◽

Public And Private Sector ◽

The Relationship ◽

Practical Implications

Purpose This study aims to explore the relationship between healthcare perceived service quality (HCSQ) and patient loyalty. Mediating role of patient satisfaction is also assessed between HCSQ and patient loyalty. Design/methodology/approach A sample of 600 was gathered using stratified random sampling technique from inpatients of public and private sector hospitals of Pakistan through self-administered questionnaire, and was analyzed through regression analysis. Findings Findings indicate that healthcare perceived service quality has a significant positive effect on patients’ loyalty. Patient satisfaction also mediates the relationship between HCSQ and patient loyalty. Findings state that there is a significant difference between HCSQ which is perceived by the patients of both public and private sector hospitals. Differences suggest that the patients of private sector hospitals were found more satisfied than their counterparts. Practical implications The results indicate that hospital managers should have knowledge about the perceptions and satisfaction of patients as it leads to a step towards introducing reforms in the quality of healthcare sector. Originality/value No such particular research in literature has been made earlier in Pakistan’s context which has assessed the perceptions of patients in terms of HCSQ dimensions as being addressed in this study. Thus, this study endeavors to fill that gap in terms of measuring healthcare services provided by both public and private sector hospitals. Outcomes of this study will enable hospitals’ managers to get a better understanding towards stronger as well as weaker aspects of service quality, and will help in observing factors which contribute towards patients’ satisfaction and patient loyalty in building long term relationships between hospital and patients.

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Daerah Kota Cilegon

Jurnal Ilmiah Manajemen Kesatuan ◽

10.37641/jimkes.v8i1.310 ◽

2020 ◽

Vol 8 (1) ◽

pp. 39-46

Author(s):

Mahfudhoh Mahfudhoh ◽

Ikhwanul Muslimin

Keyword(s):

Quality Of Service ◽

Patient Satisfaction ◽

Service Quality ◽

General Hospital ◽

Rapid Development ◽

Survey Method ◽

Public Facility ◽

Public Health Services ◽

The Government

The hospital is a public facility owned by the government and the private sector which has a very strategic role in efforts to improve public health services. The new health care paradigm requires hospitals to provide quality services according to the needs and desires of patients while still referring to the professional and medical code of ethics. In the rapid development of technology and increasingly fierce competition, the hospital is required to improve the quality of its services. Quality is the core survival of an institution. Therefore, hospitals are required to always maintain consumer confidence by increasing the quality of service so that customer satisfaction increases. This study aims to analyze the influence of service quality on patients satisfaction. The research method used in this study is a survey method with correlation techniques. Data collection techniques using observation, interviews, and questionnaires (questionnaire). The results showed that the analysis of variable X obtained an average of 3.55, meaning that the quality of service at the Regional General Hospital (RSUD) of Cilegon City was in the Good category of 72.67%. Analysis of variable Y obtained an average of 3.50, which means that patient satisfaction at the Regional General Hospital (RSUD) of Cilegon City is in the good category of 70.1%. Analysis of product moment coefficient obtained r = 0.511 means that it has a moderate correlation between variable X and variable Y. The relationship pattern of variables is shown by a simple linear regression equation that is Y = 14.614 + 0.563 X. It shows that the variance that occurs in the variable quality of service can affect performance by 26%, while the remaining 74% is influenced by other factors not examined. Keywords : service quality, patient satisfaction, hospital

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