An Analysis of the Influence of Complaint Handling and the Quality of Hospital Services on Satisfaction and Patient Loyalty in Batubara Hospital
Keywords:
Complaint handling, Service quality, patient satisfaction, patient loyalty
Abstract
The patient satisfaction component is an important component of the quality of health services. Patients or the public who experience satisfaction with health services have a tendency for patients to follow advice and adhere to the treatment they are receiving, while patient dissatisfaction with health services tends to lead to non-compliance with treatment and moving to other health facilities.Patient loyalty is a patient's deep commitment to re-subscribe or re-purchase selected products or services consistently in the future, even though situational influences and some marketing efforts have the potential to cause behavior change. The aim of this research is to analyze the influence of complaint handling and the quality of hospital services on patient satisfaction and patient loyalty at Batubara Regional Hospital. The sample in this study amounted to 284 patients. The analysis used is univariate, bivariate and multivariate analysis. The results of this research showHandling complaints at RSUD Batubara, the majority of respondents answered good as many as 261 respondents, and respondents who answered not well were 23 respondents, the quality of hospital services at RSUD Batubara, the majority of respondents who answered good were 247 respondents, and those who answered not good were 37 respondents. 194 people were satisfied, and 90 people were dissatisfied, 193 patients with high loyalty and 91 patients with low loyalty,Handling complaints influences patient satisfaction and loyalty at Batubara Hospital. The quality of hospital services influences patient satisfaction and loyalty at Batubara Hospital.
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References
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Susanti R. (2018). Analysis of the relationship between service quality and complaint handling management with patient satisfaction in the Sijunjung Hospital inpatient room [thesis]. Public Health Study Program, Faculty of Medicine, Andalas University
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Tazkiya, F., H., Ratna Damayanti. (2017). Service Quality Analysis, Complaint Handling and Hospital Image on Card User Satisfaction BPJS at Dr. Hospital. Oen Surakarta. Edunomika t Vol. 03, No. 02
Tjiptono, Fandy. (2014). Services Marketing. Malang: Bayu Media.
Sujarwo, M. (2019).Optimizing the Handling of Patient Complaints to Increase Patient Satisfaction in Hospitals. MONEX Journal Volume 08, Number 1, January 2019
Windasari. (2020). The Influence of Service Quality and Satisfaction on Student Loyalty (Case Study of the Postgraduate Program, Faculty of Economics and Business, Airlangga University). Journal of Educational Management, Vol. 8, no. 1, January-June 2021
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Barlow, J., Moller, C. (2009). A Complaint is a Gift. Berrett–Koehler. San Franciscohttps://www.bkconnection.com/static/A-Complaint-Is-A-Gift-EXCERPT.pdf
Chusminah. (2018). The Influence of Health Service Quality on Patient Satisfaction of BPJS Participants at the Bekasi City General Hospital (RSUD). Assets – Journal of Economic and Business Research. Vol 2. No. July 1 2018. E-issn : 2598 – 5256
Danim, S. (2012). Leadership Motivation and Group Effectiveness. Rineka Cipta Publishers. Jakarta
Dewi, R., R. (2016).The Influence of Service Quality on Patient Loyalty of BPJS Users with Patient Satisfaction as an Intervening Variable.Journal of Resource Management Economics Vol. 18, no. 2, December 2016.
Djaafar, T. Z. (2011). Contribution of Learning Strategies to Learning Outcomes. Jakarta : Padang State University.
DJSN, K., 2012. Roadmap towards National Health Insurance 2012-2019, Jakarta.
Djaali, H. (2020). Quantitative Research Methodology. Earth of Letters; Jakarta.
Dharmayanti, D., Semuel, H., & Devie. (2018). The Student Satisfaction, Student Loyalty, Competitive Advantage And Financial Sustainability On Private Universities In Surabaya. Advances in Social Sciences Research Journal, 5(10), 266–275.
Fares, D., Achour, M., & Kachkar, O. (2017). The impact of service quality, student satisfaction, and university reputation on student loyalty: A case study on international students in Iium, Malaysia. Information Management Business Review, 5(12), 584–590.
Friele D. Roland, Reitsma PM and de Jong JD (2015). Complaint handling in healthcare: Expectation gaps between physicians and the public. Results of a survey study. BMC Research. DOI: 10.1186/s13104-015-1479-z
Haryanto T. Aris and Dewi N. Septiana. (2018). The Role of Satisfaction Mediator to Collaborate Service Quality, Image and Complaint Handling on Loyalty (Study of BPJS Patients at the Amal Sehat Islamic Hospital Sragen. Journal of Business Behavior and Strategy. Vol.6 No.1, 2018 Pages. 1-8
Haryanto T. Aris and Dewi N. Septiana. (2018). The Role of Satisfaction Mediator to Collaborate Service Quality, Image and Complaint Handling on Loyalty (Study of BPJS Patients at the Amal Sehat Islamic Hospital Sragen. Journal of Business Behavior and Strategy. Vol.6 No.1, 2018 Pages. 1-8
Helwen, HM 2019. Analysis of the Influence of Service Quality and Perception on Satisfaction in Building Loyalty (Study of General Outpatients at the Arifin Achmad Regional General Hospital, Pekanbaru City). JMBT (Journal of Applied Management and Business). Vol.x No.x October 2019 Pp.53-67
Indonesian Minister of Health. 2008. Decree of the Minister of Health of the Republic of Indonesia Number 129/MENKES/SK/II/2008 concerning Minimum Hospital Service Standards.
Indonesian Minister of Health. 2008. Regulation of the Minister of Health of the Republic of Indonesia Number 269/MENKES/PER/III/2008 concerning Medical Records.
Muninjaya, 2011. Health Service Quality Management, Jakarta: EGC.
Kotler P, Keller KL. (2013) Marketing management. 13th Edition Volume 1: Jakarta: Erlangga.
Koentjoro, T., 2011. Health Regulations in Indonesia. In Yogyakarta: Andi.
Habib. (2018).Monitoring and Evaluation Report on Management of Complaints, Conflicts, Differences in Opinions of Patients/Families and Customers at Dr Wahidin Sudirohusodo Hospital Makassar.
Machmud R, Maryeti, Isniati, Abdiana. (2016). Survey of satisfaction and management of complaints from diabetes mellitus patients regarding Prolanis Askes health services at RSUP West Sumatra. Journal of Indonesian Health Policy.;3(3):164-71
Matindas, R. (2010). Human Resource Management; through the AKU concept (ambition, reality and effort). Graffiti Main Library. Jakarta.
National Health Service (NHS). Annual complaint report of NHS. UK: NHS; 2017.
Norwell, N. (2005). Top Tips for Handling Complaints. London: GP
Pohan, I., 2010. Quality Assurance of Health Services Basics of Understanding and Application, Jakarta: EGC.
Purwito, K. Joko, SR 2019. Influence of Service Quality and Complaints Handling Patient Loyalty Through Patient Satisfaction at the General Hospital RSUD Surakarta of district. Journal of Economics and Banking ISSN: 2579-5597 (online) Vol 4, No 1 (2019) ; p.70-77
Sabarguna, BS 2010. Quality Assurance of Hospital Services. Second Edition. Yogyakarta: Central Java-DIY Islamic Hospital Consortium
Sharon G. Lyrissa & Santoso B. Suryono. (2017). Analysis of the Influence of Service Quality, Facilities, Hospital Image, Patient Satisfaction in Order to Increase Patient Loyalty. DiponegoroJournal of Management. Volume 6, No 3, 2017 Pg. 1-12. ISSN (Online): 2337-3792
Solimun, A. (2020). Systems Perspective Quantitative Research Methodology (Revealing Novelty and Fulfilling Research Validity). Malang: UB Press.
Siagian, SP (2011). Human Resource Management, Leadership and Administrative Behavior. Jakarta : Earth of Letters.
DSMP Subject. (2015).Optimizing the Handling of Patient Complaints to Increase Patient Satisfaction in Hospitals.MONEX Journal Volume 08, Number 1, January 2019
Susanti R. (2018). Analysis of the relationship between service quality and complaint handling management with patient satisfaction in the Sijunjung Hospital inpatient room [thesis]. Public Health Study Program, Faculty of Medicine, Andalas University
Sumarwanto, E. (2012). “Behavior Standards as an Effort to Improve Quality Service”. Mirror of the World of Medicine. No. 19. Jakarta.
Tazkiya, F., H., Ratna Damayanti. (2017). Service Quality Analysis, Complaint Handling and Hospital Image on Card User Satisfaction BPJS at Dr. Hospital. Oen Surakarta. Edunomika t Vol. 03, No. 02
Tjiptono, Fandy. (2014). Services Marketing. Malang: Bayu Media.
Sujarwo, M. (2019).Optimizing the Handling of Patient Complaints to Increase Patient Satisfaction in Hospitals. MONEX Journal Volume 08, Number 1, January 2019
Windasari. (2020). The Influence of Service Quality and Satisfaction on Student Loyalty (Case Study of the Postgraduate Program, Faculty of Economics and Business, Airlangga University). Journal of Educational Management, Vol. 8, no. 1, January-June 2021
Zaugg, Alexandra Daniella. (2011). Online Complain Management@Swisscom. AfreedaymoviescaseStudy.http://www.im.iwi.unibe.ch/publikationen/pdfs/AB_CaseStudySwisscom _Zaugg.p
Published
2024-03-30
How to Cite
Tamimi Badzlina Nasution, Ermi Girsang, & Sri Lestari Ramadhani Nasution. (2024). An Analysis of the Influence of Complaint Handling and the Quality of Hospital Services on Satisfaction and Patient Loyalty in Batubara Hospital. Jurnal Scientia, 13(02), 1458-1468. Retrieved from http://infor.seaninstitute.org/index.php/pendidikan/article/view/2343
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Articles
