KETERKAITAN ANTARA PENGALAMAN PASIEN, KEPUASAN PASIEN, DAN LOYALITAS PASIEN: PERSPEKTIF MANAJEMEN LAYANAN KESEHATAN

Rayhani Ichsan; Andi Dhini  Alfiandari

doi:10.35965/jbm.v7i2.5952

Authors

Rayhani Ichsan Program Studi Kedokteran, Universitas Negeri Makassar
Dhini Alfiandari Program Studi Kedokteran, Universitas Negeri Makassar

DOI:

https://doi.org/10.35965/jbm.v7i2.5952

Keywords:

Pengalaman Pasien, Kepuasan Pasien, Loyalitas Pasien, Pelayanan Rawat Inap, Manajemen Layanan Kesehatan

Abstract

Loyalitas pasien merupakan indikator penting dari kualitas pelayanan rumah sakit. Kepuasan pasien dan pengalaman pasien selama rawat inap dapat memengaruhi persepsi mereka tentang kualitas layanan dan membuat mereka lebih cenderung untuk terus menggunakannya. Tujuan dari penelitian ini adalah untuk menganalisis bagaimana pengalaman pasien, kepuasan pasien, dan loyalitas pasien terhadap pelayanan rawat inap di rumah sakit pemerintah berhubungan satu sama lain. Studi ini dilakukan menggunakan rancangan cross-sectional kuantitatif dan melibatkan 115 responden yang dipilih secara purposif. Data dikumpulkan dengan menggunakan kuesioner terstruktur yang mencakup tiga variabel utama. Teknik analisis yang digunakan adalah uji chi-square untuk menilai keterkaitan antar variabel. Hasil penelitian menunjukkan bahwa pengalaman pasien dan loyalitas pasien memiliki korelasi yang signifikan. Selain itu, kepuasan pasien juga memiliki korelasi yang signifikan dengan loyalitas pasien. Meskipun demikian, pola distribusi data menunjukkan bahwa tidak semua hubungan bersifat linier; pasien dengan pengalaman pelayanan yang kurang baik juga menunjukkan loyalitas dan kepuasan yang tinggi. Hasilnya menunjukkan bahwa meskipun pengalaman teknis tidak sepenuhnya menentukan persepsi pelayanan, faktor-faktor lain yang belum dibahas dalam penelitian ini juga dapat memengaruhinya.

Patient loyalty is an important indicator of hospital service quality. Patient satisfaction and their experience during hospitalization can influence their perception of service quality and increase the likelihood of continued use. The aim of this study was to analyze the relationship among patient experience, patient satisfaction, and patient loyalty in inpatient services at a public hospital. This study employed a cross-sectional quantitative design involving 115 purposively selected respondents. Data were collected using a structured questionnaire covering three main variables. The chi-square test was used to assess the associations among variables. The results showed that patient experience and patient loyalty had a significant correlation. In addition, patient satisfaction was also significantly correlated with patient loyalty. However, the data distribution revealed that not all relationships were linear; patients who reported a poor service experience still demonstrated high levels of satisfaction and loyalty. These findings suggest that while technical experience is important, other factors not addressed in this study may also influence patients’ perception of service quality.

Downloads

Download data is not yet available.

References

Aji Gunawan Dani, Sanjani, Cecep Hermana, and Universitas Singaperbangsa Karawang. 2024. “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Elang Medika Corpora (EMC) Cikarang.” JIMEA Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi) 8(2).

Alrubaiee, Laith, and Feras Alkaa’ida. 2011. The Mediating Effect of Patient Satisfaction in the Patients’ Perceptions of Healthcare Quality-Patient Trust Relationship. Vol. 3.

Batbaatar, Enkhjargal, Javkhlanbayar Dorjdagva, Ariunbat Luvsannyam, Matteo Mario Savino, and Pietro Amenta. 2017. “Determinants of Patient Satisfaction: A Systematic Review.” Perspectives in Public Health 137(2):89–101.

Doyle, Cathal, Laura Lennox, and Derek Bell. 2013. “A Systematic Review of Evidence on the Links between Patient Experience and Clinical Safety and Effectiveness.” BMJ Open Accessible Medical Research 3:1570.

Kotler, P., and G. Armstrong. 2006. Principles of Marketing. 11th Ed. New Jersey: Prentice-Hall.

Laila, Firda Nur, and Vip Paramarta. 2024. “Pengaruh Kualitas Pelayanan Pada Kepuasan Pasien Dan Konsekuensinya Terhadap Di Rumah Sakit.” Jurnal Kesehatan Ilmiah Indonesia 9/2.

Lavela, Sherri L., and Andrew S. Gallan. 2014. “Evaluation and Measurement of Patient Experience.” Patient Experience Journal 1(1):28–36.

Li, Liqing, Qi Zhang, Liyong Zhu, Guohua Zeng, Hongwei Huang, Zhensheng Chen, Xiaogang Zhou, Xiaofang Wang, Zisheng Xu, Chunmei Wu, Di Yang, Xiaoting Zhai, Sule Yang, Zuxun Lu, Yong Gan, and Zuxun Lu. 2025. “Patients’ Loyalty to Primary Care Institutions and Associated Factors in China: A Cross-Sectional Study.” BMC Health Services Research 25(1):162.

Oliver, Richard L. 1999. “Whence Consumer Loyalty?” Journal of Marketing 63(Special Issue):33–44.

Price, Rebecca Anhang, Marc N. Elliott, Alan M. Zaslavsky, Ron D. Hays, William G. Lehrman, Lise Rybowski, Susan Edgman-Levitan, and Paul D. Cleary. 2014. “Examining the Role of Patient Experience Surveys in Measuring Health Care Quality.” Medical Care Research and Review 71(5):522–54.

Rosally, Ruby Rizal, Shely Oktavia Puspita Ningrum, and Djazuly Chalidyanto. 2024. “Analysis of The Effect Patient Experience and Patient Satisfaction on Patient Loyalty.” International Journal of Nursing and Midwifery Science (IJNMS 8(2):211–21.

Sudarwati, Sudarwati, Ida Aryati Diyah Purnomo Wulan, and Adina Safitri Ayu Saputri. 2023. “Does Satisfaction Increase Patient Loyalty? (Investigation on Jogja International Hospital Surakarta, Indonesia).” JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit) 12(3):341–50. doi: 10.18196/jmmr.v12i3.85.

Wolf, Jason A., Dianne Marshburn, and Sherri L. Lavela. 2014. “Defining Patient Experience.” Patient Experience Journal 1(1):7–19. doi: 10.35680/2372-0247.1004.

Yanuarista, Gabrina Selvi, Septo Pawelas Arso, and Sri Winarni. 2025. “Correlation between Hospital Image and Patient Satisfaction toward Loyalty in Hospital: A Scoping Review.” Media Publikasi Promosi Kesehatan Indonesia (MPPKI) 8(5):371–87. doi: 10.56338/mppki.v8i5.7171.