Pengaruh Kualitas Pelayanan dan Fasilitas Fisik terhadap Kepuasan Pasien Serta Implikasi pada Loyalitas Pasien di UPT Puskesmas Babakan Tarogong

Eka Lena Suryani Dwi Putri

doi:10.59059/mutiara.v4i4.3484

Authors

Eka Lena Suryani Dwi Putri Universitas Pasundan

DOI:

https://doi.org/10.59059/mutiara.v4i4.3484

Keywords:

Path Analysis, Patient Loyalty, Patient Satisfaction, Physical Facilities, Quality of Service

Abstract

Health is an important investment for society because it serves as a fundamental asset that enables individuals to carry out their activities and responsibilities effectively. However, patient satisfaction and loyalty at UPT Puskesmas Babakan Tarogong have not yet met expectations. This study aims to analyze and examine the influence of service quality and physical facilities on patient satisfaction and their implications for patient loyalty at UPT Puskesmas Babakan Tarogong. The findings of this research are expected to provide valuable input for the management of UPT Puskesmas Babakan Tarogong in improving the quality of healthcare services.This study employed descriptive and verificative research methods. Data were collected through questionnaires using a consecutive sampling technique involving 100 patients as respondents. Field data collection was conducted in 2026. The data were analyzed using Path Analysis.The results indicate that, in general, patients perceive the service quality, physical facilities, patient satisfaction, and patient loyalty at UPT Puskesmas Babakan Tarogong as unsatisfactory. Furthermore, service quality and physical facilities have significant effects on patient satisfaction and patient loyalty, both partially and simultaneously. Patient satisfaction also has a significant positive effect on patient loyalty at UPT Puskesmas Babakan Tarogong.

References

A.Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. 2019. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing. Vol 64 (1) pp 12-37.

Aditama, T.Y. 2019. Manajemen Administrasi Rumah Sakit. Edisi kedua. Jakarta: UI Press.

Adrian, Payne. 2020. The Essense of Service Marketing. Pemasaran Jasa. Prentice Hall. Essence of Management Series.

Andhansari, P., Nawazirul Lubis, dan Andi Wijayanto. 2018. Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan terhadap Nilai Pelanggan. Jurnal Manajemen. Vol 10. No. 9 hal 3-8.

Barnes, James G. 2018. Secrets of Customer Relationship Management: it’s All About How You Make Them Feel. McGraw-Hill: New York.

Cole, M. A. 2018. Sustainable Development and Environmental Kuznets Curves: An Examination of The Environmental Impact of Economic Development. Sust. Dev. 7, 87-97.

Cooper,P.D. 2019. Health Care Marketing : a Foundation for Managed Quality. Gaithersburg, Maryland : Aspen Publisher. Inc : 1-331.

Djaslim, Saladin. 2019, Intisari Pemasaran dan Unsur-unsur Pemasaran, cetakan keempat, Linda Karya, Bandung.

Dube et. al. 2018, Adapting the QFD Approach to Extended Service Transactions, Production and Operations Management, 8, 301-317.

Fandy, Tjiptono. 2020. Pemasaran Jasa. Bayumedia Publishing. Anggota IKAPI Jatim.

Fecikova, I. 2016,‘‘An Index Method for Measurement of Customer Satisfaction’’, The TQM Magazine,Vol.16, No.1, pp. 57-66.

Gould and Williams. 2019, “The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality”, The Service Industries jurnal, 19,3:ABI/INFORM Global P.97

Gronroos, Christian, 2018, The Perceived Service Quality Concept a Mistake ? Journal of Managing Service Quality, Vol. 11. No. 3, pp 150-152, MCB University Press, London.

Hermawan, Kertajaya 2019. MarkPlus on Strategy, PT Gramedia Pustaka Utama, Jakarta.

Juanim. 2020. Analisis Jalur Dalam Riset Pemasaran, Pengolahan Data SPSS & Lisrel. Bandung : PT Rafika Aditama.

Kandampully, J., dan Dwi Suhartanto, 2019. Customer Loyalty in the Hotel Industri : the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 346-351.

Kotler, Philip and Kevin Lane Keller. 2016. Marketing Management. 15th edition. England : Pearson Education.

Kotler, Philip dan Gary Armstrong., 2018, Principles Of Marketing, 14th Edition, PrenticeHall Pearson, USA.

Kotler,Philip., Kevin Lane Keller., Alexander Chernev, 2022. Marketing Management Sixteenth (16th ed.), United Kingdom: Pearson Education Limited.

Kurtz D.L. et Clow K.E. 2018, Services marketing, John Wiley & Sons, New York.

Lovelock, H Cristopher and Wright K Lauren, 2019. Manajemen Pemasaran Jasa. Alih Bahasa Agus Widyantoro. PT. Indeks.

Mangkunegara, AP. 2020. Manajemen Sumber Daya Manusia Perusahaan. Bandung : PT Remaja Rosdakarya.

Manullang. M. 2019. Manajemen Sumber Daya Manusia Edisi ke-3. Yogyakarta: Gadjah Mada University press.

McDougall, and Levesque. 2017, “Costumer Satisfaction with service : putting perceived value into the equation “,Journal of Services Marketing, Vol. 14, N0.5. p.392 -410.

Moh, Nazir, 2018. Metode Penelitian. Bogor: Ghalia Indonesia.

Mullins and Walker. 2019, “Costumer Satisfaction with service : putting perceived value into the equation “, Journal of Services Marketing, Vol. 14, N0.5. p.392 -410.

Ningrum, Rinda Mustika. 2018. Hubungan Mutu Pelayanan Kesehatan BPJS terhadap Kepuasan Pasien di Poliklinik THT Rumah Sakit Dr. Ramelan Surabaya. Jurnal Ekonomi dan Bisnis. Vol 1 No 1.

Oh, Haemoon. 2019. Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective. International Journal of Hospitality Management. Vol 18:67-82.

Patterson, P.G and, Routh.A Spreng, 2018. Modelling Relationship between Perceived Value, Satisfaction and Repuchase Intentions in a Business-to-business, service context: an empirical examination. International Journal of Service Industry Management 8: 4141-43.

Peraturan Pemerintah Republik Indonesia Nomor 47 Tahun 2021 Tentang Penyelenggaraan Bidang Perumahsakitan.

Pritchard, Michael and Rhian Silvestro, 2019. Applying The Service Profit Chain to Analyse Retail Performance: The case of the Managerial Strait-Jaket. International od Service Journal Industry Management, Vol. 16 No 4. pp. 337-356.

Rambat, Lupiyoadi, 2018. Manajemen Pemasaran Jasa. Jakarta: PT Salemba Empat.

Riduwan. 2018. Metode & Teknik Menyusun Proposal Penelitian. Bandung: Alfabeta

Robbins dan Coulter. 2018. Manajemen. Edisi ketujuh. Jakarta : PT Indeks Kelompok Gramedia.

Rully, Indrawan dan Poppy Yuniawati. 2014. Metodologi Penelitian Kuantitatif, Kualitatif, dan Campuran untuk Manajemen, Pembangunan, dan Pendidikan. Bandung : PT Refika Aditama.

Rust, R.T., A.J. Zahorik, dan T.L. Keiningham. 2019. Return on Quality : Measuring the Financial Impact of Your Company’s Quest for Quality. Chicago : Irwin

Shankar, Venkatesh, Amy K. Smith, and Arvind Rangaswamy. 2019, Customer Sastifaction and Loyalty in Online and Offline Environments, International Journal of Research in Marketing, 20 (2), 153-175.

Silvestro, Rhian and Stuart Cross, 2018. Applying The Service Profit Chain in a Retail Enviroment : Challenging the “satisfaction mirror”. International od Service Journal Industry Management, Vol 11 No 3 pp. 244-268.

Slonim, Murray, Pollack. 2016. Integrating the Institute of Medicine’s Six Quality Aims Into Pediatric Critical Care : Relevance and Applications. Pediatr Crit Care Med 2005 Vol. 6 No. 3.

Soderlund, M. and Öhman, N.,. 2018. “Behavorial Intentions in Satisfaction Research Revisited”, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Vol. 12, 53 – 66.

Sugiyono. 2020. Metode Penelitian Administrasi. Bandung: CV. Alfabeta.

Suharsimi, Arikunto, 2019. Prosedur Penelitian: Suatu Pendekatan Praktik. Edisi Revisi VII. Jakarta: PT. Rineka Cipta.

Trihendradi, C. 2018. Step by Step SPSS 20 Analisis Data Statistik. Yogyakarta: ANDI.

Trisnantoro, L. 2015. Aspek Strategis Manajemen Rumah Sakit, Antara Misi Sosial dan Tekanan Pasar, Yogyakarta : Andi Offset.

Uma, Sekaran, 2018. Research Methods For Business “ Metodologi Penelitian untuk Bisnis. Edisi Pertama. Salemba Empat.

Undang Undang Nomor 36 Tahun 2009 tentang Kesehatan.

UU No 24 Tahun 2011 tentang Badan Penyelenggara Jaminan Sosial Nasional (BPJS).

UU Nomor 40 Tahun 2004 tentang Sistem Jaminan Sosial Nasional (SJSN).

Veithzal, Rivai, dan Sagala, Ella Jauvani. 2020. Manajemen Sumber Daya Manusia untuk Perusahaan dari Teori ke Praktik. Jakarta: PT Raja Grafindo.

Widyantoro, 2018. Statistika Untuk Ekonomi dan Niaga, Edisi Ketiga, Penerbit Tarsito, Jakarta.

Woodruff, Robert. 2019. Customer Value: The Next Source for Competitive Advantage. Journal of the Academy of Marketing Science. Vol. 25[2]: 140-141.

Zeithaml, Bitner and Gremler. 2018. Services Marketing: Integrating Customer Focus Across the firm. Fifth edition. New York. Mc. Graw Hill international Edition.