Article Sidebar
Download
Statistic
Read Counter : 83
Download : 39
Main Article Content
Abstract
Patient satisfaction not only reflects their personal experiences, but also becomes a very important indicator for health care providers to reach the extent to which patients' needs, expectations, and preferences are met during the treatment process. This study aims to analyze the effect of medical and non-medical service quality on patient satisfaction. The respondents were 185 patients of XYZ Hospital. The data analysis method used descriptive analysis and PLS-SEM. The results showed that patient cognition, trust, personnel quality, social responsibility had a positive effect on patient satisfaction. While other factors such as medical service procedures, administrative practices, hospital image, safety, infrastructure did not affect patient satisfaction. Hospital management is advised to improve the image of the hospital by carrying out various activities such as blood donation, counseling related to various diseases, visiting surrounding areas for disease prevention socialization, advertising digitally to form a positive image in the community. Further research can be done by increasing the population in other XYZ hospitals in the Jakarta area and limiting between BPJS and non-BPJS patients.
Keywords
patient satisfaction
patient cognition
service quality
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
By exercising the Licensed Rights, You accept and agree to be bound by the terms and conditions of this Creative Commons Attribution-NonCommercial 4.0 International Public License.
How to Cite
Gading, S. T., & Berlianto, M. P. (2024). The Effect Of Medical And Non-Medical Service Quality On Patient Satisfaction Based On Patient Cognition At XYZ Hospital Jakarta. Kontigensi : Jurnal Ilmiah Manajemen, 12(2), 881-895. https://doi.org/10.56457/jimk.v12i2.636
References
- Alwi, I. (2015). Kriteria empirik dalam menentukan ukuran sampel pada pengujian hipotesis statistika dan analisis butir. Formatif: Jurnal Ilmiah Pendidikan MIPA, 2(2).
- Amankwah, O., Choong, W. W., & Boakye-Agyeman, N. A. (2024). Patients satisfaction of core health-care business: the mediating effect of the quality of health-care infrastructure and equipment. Journal of Facilities Management, 22(3), 365–381. https://doi.org/https://doi.org/10.1108/JFM-12-2021-0154
- Anh, N. T. T., & Manh, N. D. (2017). Researching on citizens’ satisfaction in using public services related to the land sector in Nghia Dan district, Nghe An province. Vietnam Trade and Industry Review, 2, 1–10.
- Asif, M., Jameel, A., Sahito, N., Hwang, J., Hussain, A., & Manzoor, F. (2019). Can leadership enhance patient satisfaction? Assessing the role of administrative and medical quality. International Journal of Environmental Research and Public Health, 16(17), 3212.
- Asnawi, A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 9(6), 911–920.
- Bakan, I., Buyukbese, T., & Ersahan, B. (2014). The impact of total quality service (TQS) on healthcare and patient satisfaction: An empirical study of Turkish private and public hospitals. Int. J. Health Plan. Manag., 29, 292–315.
- Carlson, J. N., Karns, C., Mann, N. C., E. Jacobson, K., Dai, M., Colleran, C., & Wang, H. E. (2016). Procedures performed by emergency medical services in the United States. Prehospital Emergency Care, 20(1), 15–21.
- Chang, C.-S., Chen, S.-Y., & Lan, Y.-T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Services Research, 13(1), 1–11.
- Chien, N. B., & Thanh, N. N. (2022). administrative sciences The Impact of Good Governance on the People ’ s Satisfaction with Public Administrative Services in Vietnam. Administrative Sciences, 12(35), 1–12.
- Corner, E. J., Murray, E. J., & Brett, S. J. (2019). Qualitative, grounded theory exploration of patients’ experience of early mobilisation, rehabilitation and recovery after critical illness. BMJ Open, 9(2), e026348.
- Debono, J., Bos, M. H. A., Frank, N., & Fry, B. (2019). Clinical implications of differential antivenom efficacy in neutralising coagulotoxicity produced by venoms from species within the arboreal viperid snake genus Trimeresurus. Toxicology Letters, 316, 35–48.
- Durmuş, A., & Akbolat, M. (2020). The impact of patient satisfaction on patient commitment and the mediating role of patient trust. Journal of Patient Experience, 7(6), 1642–1647.
- El-Haddad, C., Hegazi, I., & Hu, W. (2020). Understanding patient expectations of health care: a qualitative study. Journal of Patient Experience, 7(6), 1724–1731.
- Evanschitzky, H., & Wunderlich, M. (2006). An examination of moderator effects in the four-stage loyalty model. J. Serv. Res., 8(4), 330–345. https://doi.org/https://doi.org/10.1177/ 1094670506286325
- Goh, M. I., Ang, E. N. K., Chan, Y. H., He, H. G., & Vehvilainen Julkunen, K. (2016). A descriptive quantitative study on multi‐ethnic patient satisfaction with nursing care measured by the revised humane caring scale. Applied Nursing Research, 31, 126–131. https://doi.org/https://doi. org/10.1016/j.apnr.2016.02.002
- Guhl, D., Blankart, K. E., & Stargardt, T. (2019). Service quality and perceived customer value in community pharmacies. Health Serv. Manag. Res., 32(1), 36–48. https://doi.org/https:// doi.org/10.1177/0951484818761730
- Hair, J. F., Babin, B. J., Black, W. C., & Anderson, R. E. (2019). Multivariate Data Analysis. Cengage. https://books.google.co.id/books?id=0R9ZswEACAAJ
- Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer Nature.
- Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research : updated guidelines. Emerald Group Publishing Limited, 116(1), 2–20. https://doi.org/10.1108/IMDS-09-2015-0382
- Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115–135.
- Herd, P., & Moynihan, D. P. (2019). Administrative burden: Policymaking by other means. Russell Sage Foundation.
- Hussain, A., Asif, M., Jameel, A., Hwang, J., Sahito, N., & Kanwel, S. (2019). Promoting OPD patient satisfaction through different healthcare determinants: A study of public sector hospitals. International Journal of Environmental Research and Public Health, 16(19). https://doi.org/10.3390/ijerph16193719
- Javed, S. A., & Ilyas, F. (2018). Service quality and satisfaction in healthcare sector of Pakistan—the patients’ expectations. International Journal of Health Care Quality Assurance, 31(6), 489–501.
- Kamra, V., Singh, H., & Kumar De, K. (2016). Factors affecting patient satisfaction: an exploratory study for quality management in the health-care sector. Total Quality Management & Business Excellence, 27(9–10), 1013–1027.
- Karaca, A., & Durna, Z. (2019). Patient satisfaction with the quality of nursing care. Nursing Open, 6(2), 535–545. https://doi.org/10.1002/nop2.237
- Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS‐SEM: The inverse square root and gamma‐exponential methods. Information Systems Journal, 28(1), 227–261.
- Kotler, P., & Clarke, R. N. (1986). Marketing for health care organizations. Prentice Hall.
- Leventhal, H., Diefenbach, M., & Leventhal, E. A. (1992). Illness cognition: Using common sense to understand treatment adherence and affect cognition interactions. Cognitive Therapy and Research, 16, 143–163.
- Lewis, B. R. (1990). Service quality: An investigation of customer care in major UK organisations. Int. J. Serv. Ind. Manag., 1, 3–44.
- Liu, W., Shi, L., Pong, R. W., & Chen, Y. (2016). How patients think about social responsibility of public hospitals in China? BMC Health Services Research, 16(1), 371.
- Loyd, R. (2017). Quality Health Care: A Guide to Developing and Using Indicators. Burlington.
- Lu, W., Hou, H., Ma, R., Chen, H., Zhang, R., Cui, F., Zhang, Q., Gao, Y., Wang, X., & Bu, C. (2021). Influencing factors of patient satisfaction in teleconsultation: a cross-sectional study. Technological Forecasting and Social Change, 168, 120775.
- Manzoor, F., Wei, L., Hussain, A., & Asif, M. (2019). Patient Satisfaction with Health Care Services ; An Application of Physician ’ s Behavior as a Moderator. International Journal of Environmental Research and Public Health, 16(3318), 1–16.
- Mazurenko, O., Richter, J., Kazley, A. S., & Ford, E. (2019). Examination of the relationship between management and clinician perception of patient safety climate and patient satisfaction. Health Care Management Review, 44(1), 79–89.
- Nurmeksela, A., Mikkonen, S., Kinnunen, J., & Kvist, T. (2021). Relationships between nurse managers’ work activities, nurses’ job satisfaction, patient satisfaction, and medication errors at the unit level: a correlational study. BMC Health Services Research, 21, 1–13.
- Ocloo, J., Garfield, S., Franklin, B. D., & Dawson, S. (2021). Exploring the theory, barriers and enablers for patient and public involvement across health, social care and patient safety: a systematic review of reviews. Health Research Policy and Systems, 19, 1–21.
- Ofei-Dodoo, S. (2019). Patients satisfaction and treatment outcomes of primary care practice in Ghana. Ghana Medical Journal, 53(1), 63–70.
- Okafor, C. H., Ugwu, A. C., & Okon, I. E. (2018). Effects of Patient Safety Culture on Patient Satisfaction With Radiological Services in Nigerian Radiodiagnostic Practice. Journal of Patient Experience, 1–5. https://doi.org/10.1177/2374373518755500
- Orrange, S., Patel, A., Mack, W. J., & Cassetta, J. (2021). Patient satisfaction and trust in telemedicine during the COVID-19 pandemic: retrospective observational study. JMIR Human Factors, 8(2), e28589.
- Ringle, C. M., Wende, S., & Becker, J.-M. (2022). SmartPLS 4. Oststeinbek: SmartPLS.
- Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial least squares structural equation modeling. In Handbook of market research (pp. 587–632). Springer.
- Shan, L., Li, Y., Ding, D., Wu, Q., Liu, C., Jiao, M., Hao, Y., Han, Y., Gao, L., & Hao, J. (2016). Patient satisfaction with hospital inpatient care: effects of trust, medical insurance and perceived quality of care. PloS One, 11(10), e0164366.
- Sukawati, T. G. R. (2021). Hospital brand image, service quality, and patient satisfaction in pandemic situation. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(2), 103–118.
- Tan, C. N.-L., Ojo, A. O., Cheah, J.-H., & Ramayah, T. (2019). Measuring the influence of service quality on patient satisfaction in Malaysia. Quality Management Journal, 26(3), 129–143.
- Tan, C. N. L., Ojo, A. O., Cheah, J. H., & Ramayah, T. (2019). Measuring the influence of service quality on patient satisfaction in Malaysia. Quality Management Journal, 26(3), 129–143. https://doi.org/10.1080/10686967.2019.1615852
- Tetty, V., & Bone, A. T. (2020). Faktor-Faktor Yang Berhubungan Dengan Lama Waktu Tunggu Pasien BPJS di Poli Umum Unit Rawat Jalan Rumah Sakit X. Jurnal Keperawatan Dirgahayu (JKD), 2(1), 29–35.
- Wu, C.-C. (2011). The impact of hospital brand image on service quality, patient satisfaction and loyalty. African Journal of Business Management, 5(12), 4873.