MEMBANGUN KEPERCAYAAN KEPADA RUMAH SAKIT BERDASARKAN KUALITAS LAYANAN DAN KEPUASAN PASIEN

Suhermin Suhermin, Adya Hermawati

Abstract


Abstrak.

Kepercayaan adalah hal terpenting dalam menjaga hubungan baik antara organisasi layanan dan pelanggan mereka. Kepercayaan pasien terhadap rumah sakit merupakan kunci utama kemajuan sebuah rumah sakit. Tujuan penelitian ini adalah untuk menganalisis dan menguji pengaruh kualitas pelayanan terhadap kepuasan dan kepercayaan di RS Sumberglagah Mojokerto. Populasi dalam penelitian ini adalah pasien dan keluarganya yang menjalani rawat inap di RS Sumberglagah. Penelitian ini menggunakan 14 indikator, sehingga sampel dalam penelitian ini sebanyak 10 kali indikator yaitu sebanyak 140 pasien. Hasil penelitian menunjukkan bahwa kualitas pelayanan masing-masing berpengaruh terhadap kepuasan dan kepercayaan, artinya kualitas pelayanan rumah sakit yang baik dapat meningkatkan kepuasan dan kepercayaan pasien dan keluarganya di RS Sumberglagah Mojokerto. Aspek empati yaitu kesediaan setiap petugas untuk memberikan perhatian pribadi (individu) kepada pasien dan keluarga pasien merupakan hal penting yang harus diperhatikan oleh rumah sakit untuk menciptakan pelayanan yang optimal. Pelayanan yang berorientasi komunikasi sangat membantu pasien dalam proses penyembuhan atau dapat menumbuhkan rasa percaya diri dan harapan untuk sembuh. Komunikasi ini akan membuat pasien dan keluarga pasien percaya untuk dirawat di rumah sakit ini

Keywords: Kepercayaan, Kualitas Layanan, Kepuasan Pasien

Abstrack.

Trust is the most important thing in maintaining good relations between service organizations and their customers. Patient trust in the hospital is the main key to the progress of a hospital. The purpose of this study was to analyze and examine the effect of service quality on satisfaction and trust at Sumberglagah Hospital, Mojokerto. The population in this study were patients and their families of inpatients at Sumberglagah Hospital. This study uses 14 indicators, therefore the sample in this study is 10 times the indicator, namely as many as 140 patients. The results showed that the quality of service each had an effect on satisfaction and trust, meaning that the quality of good hospital services could increase the satisfaction and trust of patients and their families at Sumberglagah Hospital, Mojokerto. The empathy aspect, namely the willingness of each officer to give personal (individual) attention to the patient and the patient's family, is an important thing that must be considered by the hospital to create optimal service. Communication-oriented services really help patients in the healing process or can foster self-confidence and hope for recovery. This communication will make a patient and the patient's family trust to be hospitalized at this hospital

Keywords: service quality, satisfaction, trust


References


Alrubaiee, L and F. Alkaa’ida. 2011. The Mediating Effect Of Patient Satisfaction In The Patients' Perceptions Of Healthcare Quality – Patient Trust Relationship. International Journal of Marketing Studies. 3 (1): 103-127.

Bahar. 2006. Program Menjaga Mutu Pelayanan Kesehatan. Yayasan Penerbit IDI. Jakarta.

Chang, C., and Lan. 2013. Service Quality, Trust, And Patient Satisfaction In Interpersonal-Based Medical Service Encounters. Health Services Research. Vol. 13 (22): 1-11.

Chou, Pin-Fenn. 2014. An Evaluation of Service Quality, Trust, and Customer Loyalty in Home-Delivery Services. International Journal of Research in Social Science. Vol. 3 (8): 99-108.

Colquitt, J.A., J.A. LePine, and M. J. Wesson. 2009. Organizational Behavior: Improving Performance and Commitment in the Workplace. McGraw-Hill/Irwin. New York.

Hair, J. F., W.C. Black, B.J. Babin, and R.E. Anderson. 2010. Multivariate Data Analysis. 7th Edition. Pearson Prentice Hall. New Jersey.

Hurley, R. F. 2012. The Decision to Trust: How Leaders Vreate High-Trust Organizations. San Fransisco: Jossey-Bass

Kitapci, O., C. Akdogan, and I.T. Dortyol. 2014. The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Haeltcare. Journal of Procedia-Social and Behavioral Sciences. 148 (1): 161-169.

Khan, M. M., and Fasih, M. (2014). Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce and Social Sciences, 8(2), 331–354

Kotler, P., and K. Keller. 2012. Manajemen Pemasaran. Edisi 12. PT. Indeks. Jakarta.

Lau, G.T., and S.H. Lee. 1999. Consumers Trust In Brand and The Link to Brand Loyalty. Journal of Market Focused Management. Vol. 4: 341 – 370.

McShane, S. L. and M.A.V. Glinow. 2008. Organizational Behavior. McGraw-Hill. New York.

Morgan, R.M., and S.D. Hunt. 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing. Vol. 58 (1): 20-38.

Muchinsky, P. M. 2006. Psychology Applied to Work : An Introduction to Industrial and Organizational Psychology. Thomson Wadsworth. California.

Parasuraman, A., V. Zeithaml, and L.L. Berry. 1998. Konsep dan Teknik Pengukuran Kualitas Produk Jasa. Kajian Bisnis dan Manajemen. Vol 4 (I): 55-56.

Patawayati, Zain, Setiawan, and Rahayu. 2013. Patient Satisfaction, Trust And Commitment: Mediator Of Service Quality And Its Impact On Loyalty An Empirical Study In Southeast Sulawesi Public Hospitals. Journal of Business and Management IOSR-JBM. Vol. 7 (6): 01-14.

Permana, A.W., N.Suardika, W.Sujana, and A.Yuesti.2019. Analysis of Service Quality and Value Effect on Patient Satisfaction and Its Effect on Loyalty of Hospital Patients in Hospital and Children of Pucuk Permata Hati. International Journal of Contemporary Research and Review. 10(02):21255-2126

Pohan. 2006. Jaminan Mutu Layanan kesehatan: dasar-dasar pengertian dan penerapan. Buku Kedokteran EGC. Jakarta.

Reinke, S. J. 2004. Service Before Self : Towards A Theory of Servant-Leadership. Global Virtue Ethics Review. Vol. 5: 30-57.

Robbins, S. P., and A. J. Timothy. 2007. Organizational Behavior. Prentice Hall. New Jersey.

Antong, A., & Riyanti, R. (2021). How Does Local Wisdom Become Value in Selling-Price Setting? Jurnal Akuntansi Multiparadigma, 12(3), 672–688. https://doi.org/10.21776/ub.jamal.2021.12.3.38

Muliadi, M., Muhammadiah, M., Amin, K. F., Kaharuddin, K., Junaidi, J., Pratiwi, B. I., & Fitriani, F. (2022). The information sharing among students on social media: the role of social capital and trust. VINE Journal of Information and Knowledge Management Systems, ahead-of-print(ahead-of-print). https://doi.org/10.1108/VJIKMS-12-2021-0285

Lantara, D., Junaidi, J., Rauf, N., Pawennari, A., & Achmad, R. N. (2022). Indonesian Islamic banks: A review of the financial state before and after the COVID-19 pandemic. Banks and Bank Systems, 17(4), 12–24. https://doi.org/10.21511/bbs.17(4).2022.02

Tijjang, B., Junaidi, J., Nurfadhilah, N., & Putra, P. (2023). The Role of Brand Love, Trust, and Commitment in Fostering Consumer Satisfaction and Loyalty. FWU Journal of Social Sciences, 17(1)

Hamid, R. S. (2020). Niat Konsumen menggunakan Transportasi Ride-Hailing di tengah Pandemi COVID-19: Kerangka Kerja Konseptual dan Evaluasi Empiris. Jurnal Manajemen Teknologi, 19(3), 266–289. https://doi.org/10.12695/jmt.2020.19.3.4

Hamid, R. S., Abror, A., Anwar, S. M., & Hartati, A. (2022). The role of social media in the political involvement of millennials. Spanish Journal of Marketing - ESIC, 26(1), 61–79. https://doi.org/10.1108/SJME-08-2021-0151

Khaddapi, M., Burhanuddin, B., Sapar, S., Salju, S., & Risal, M. (2022). Pengaruh Kualitas Pelayanan Kepuasan Pelanggan Melalui Loyalitas Terhadap Minat Membeli Kembali di Jinan Pet Care and Veterinary Palopo. Jurnal Aplikasi Bisnis Dan Manajemen, 8(3), 951–961. https://doi.org/10.17358/jabm.8.3.951




DOI: http://dx.doi.org/10.35906/je001.v10i1.662

Article Metrics

Abstract view : 1195 times
PDF (Bahasa Indonesia) - 758 times

Copyright © article Equilibrium : Jurnal Ilmiah Ekonomi, Manajemen dan Akuntansi is at the author

Article Equilibrium : Jurnal Ilmiah Ekonomi, Manajemen dan Akuntansi been through a peer review process prior to publication. Journals, editors and editorial boards have the right or obligation to retract articles that contain inaccurate and misleading data if any. Read the Plagiarism Policy and Publication Ethics. Use of this site signifies your agreement to the Terms of Use.

This is an open access article distributed under the terms Creative Commons Attribution-ShareAlike 4.0 International License Creative Commons License.

Website Layout and Editing © 2016 Equilibrium : Jurnal Ilmiah Ekonomi, Manajemen dan Akuntansi on Lembaga Penerbitan dan Publikasi Ilmiah (LPPI) Universitas Muhammadiyah Palopo.

 

 

Indexing In

 

Tools