The Influence of Hospital Facilities and Services on Patient Satisfaction with Hospital Image as an Intervening Variable at Haji Abdul Manan Simatupang General Hospital
DOI:
https://doi.org/10.55606/jubima.v1i3.1848Keywords:
Facilities, Hospital Services, Patient Satisfaction, Hospital ImageAbstract
The number of complaints from patients who are being treated at the hospital has become evidence that the management of the service system has not paid enough attention to it. So it is necessary to examine in depth the causes of these problems. That is what underlies the researcher wants to find out whether hospital facilities and services have an effect on patient satisfaction with hospital image as an intervening variable at the Haji Abdul Manan Regional General Hospital. This type of research uses causal research which aims to test hypotheses on a causal relationship between one variable and another. The study sample consisted of 315 patients. The results of the study show that hospital facilities have a significant influence on patient satisfaction. Because with the appropriate facilities, patients will feel comfortable visiting the hospital. Likewise, hospital services also have a very large influence on the level of patient satisfaction. With good and comfortable service. Then the patient will get calm and will speed up the healing process for the patient. So it was concluded that quality and service greatly influence patient satisfaction at Umun Regional Haji Abdul Manan Simatupang Hospital.
References
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Khadafi, M. (2022). Analysis of the influence facilities, Quality of Service and Trust on loyalti customer in Star Hotel in Batam City. Jurnal Ekonomi LLDIKTI Wilayah 1 (JUKET), 2(1), 15–26. https://doi.org/10.54076/juket.v2i1.216
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Liu, Y. (2018). Why patients prefer high-level healthcare facilities: A qualitative study using focus groups in rural and urban China. BMJ Global Health, 3(5), 1–11. https://doi.org/10.1136/bmjgh-2018-000854
Maizlin, N. N. (2020). Investigating the initial effect of COVID-19 on the functioning of outpatient diagnostic imaging facilities. Journal of Medical Imaging and Radiation Sciences, 51(4), 574–578. https://doi.org/10.1016/j.jmir.2020.08.005
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Nanda. (2011). Effect of visual art on patient anxiety and agitation in a mental health facility and implications for the business case. Journal of Psychiatric and Mental Health Nursing, 18, 386–393. https://doi.org/10.1111/j.1365-2850.2010.01682.x
Napitupulu, D. (2018). Analysis of Student Satisfaction Toward Quality of Service Facility. Journal of Physics: Conference Series, 954(1), 1–8. https://doi.org/10.1088/1742-6596/954/1/012019
Nicholas, Y. (2022). Effect of Facilities Management Service Quality on User Satisfaction and Institutional Image. International Journal of Real Estate Studies, 2(2012), 86–95.
Purba, A. S., Hufad, A., Negara, C. P., Nasrawati, N., & Ramdani, A. M. (2018, November). The implication of Baduy Dalam tribe’s closure on Indonesia’s rank in the World Economic Forum. In Annual Civic Education Conference (ACEC 2018) (pp. 426-428). Atlantis Press.
Permana, A. H. (2020). Price and Customer Satisfaction on Loyalty : An Empirical Study of Online Transportation in Indonesia. International Journal of Innovative Science and Research Technology, 5(3), 1275–1280.
Purba, A. S., Malihah, E., & Hufad, A. (2019). The implementation of multicultural education in senior high schools in Medan. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 2(3), 226-233.
Purba, A. S., Hufad, A., & Sutarni, N. (2019). Women’s entrepreneurial literacy and their business competitiveness. In Research for Social Justice (pp. 163-168). Routledge.
Fitri, H., & Purba, A. S. (2023). Youth In the Existence of Nias Ethnic Culture. resmilitaris, 13(1), 2679-2692.
Saputra, A. A. (2018). Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Pasien. ManajemenKewirausahaan JMK, 3(2), 72–89. http://ejournal.uniska-kediri.ac.id/index.php/
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Srisattayakul, T. K. P. (2022). The Effects of Service Quality on Customer Loyalty for a study of Bus Air Conditioner Service Center ’ s Customer Satisfaction using Structural Equation Modeling ( SEM ). Journal of System and Management Sciences, 12(6), 220–238. https://doi.org/10.33168/JSMS.2022.0614
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Syafrizal, S., Purba, A. S., & Corry, C. (2022). Changes in Cultural Assimilation in Harmonization of Children's Social Relations. Randwick International of Social Science Journal, 3(3), 620-633.
Siahaan, M., Anantadjaya, S. P., Kurniawan, I. M. G. A., & Purba, A. S. (2022). Syariah Technology Financial Potential to Reach Non-bank Financing. Webology, 19(1), 77-91.
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Wu, C. (2011). The impact of hospital brand image on service quality , patient satisfaction and loyalty. African Journal of Business Management, 5(12), 4873–4882. https://doi.org/10.5897/AJBM10.1347
Wahidah, A., Nurbayani, S., Purba, A. S., Aryanti, T., & Malik, I. (2023). Korean Beauty Product Branding Trough Men: A Prestige Fulfillment For Fans. Ilomata International Journal of Management, 4(2), 183-194.
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Amal, B. K., Pasaribu, F., & Purba, A. S. (2022). The Analysis Of The Benefits Of Expo Bank Sumatera Utara To Reduce Poverty. Webology, 19(1), 6900-6920.
Afzal, M. (2014). Effect Of Demographic Characteristics On Patient’s Satisfaction With Health Care Facility. Journal of Postgraduate Medical Institute, 28(2), 154–160.
Ampera, D., Hufad, A., Purba, A. S., & Amal, B. K. (2020). Developing E-Module Of Pattern Construction In Fashion Design Study Program At State University Of Medan. International Journal of Advanced Science and Technology, 29(6), 1112-1120.
Alomari, F. (2022). The mediating role of hospital image : The impact of care cost and service quality on patient satisfaction The mediating role of hospital image : The impact of care cost and service quality on patient satisfaction. Journal of Innovation in Business and Economics, 06(01), 1–16. https://doi.org/10.22219/jibe.v6i01.18475
Amelia, N. R. (2018). Pengaruh Kualitas Pelayanan, Harga Dan Citra Kampus Terhadap Loyalitas Mahasiswa Mengikuti Program MGM (Member Get Member) Melalui Kepuasan Mahasiswa Sebagai Variabel Intervening. Abdi Ilmu, 1(1), 121–133.
Anastassova, L. (2015). Tourist loyalty and destination brand image perception : The case of Sunny Tourist loyalty and destination brand image perception : the case of Sunny beach resort , Bulgaria. European Journal of Tourism Research, July 2011, 191–204. https://doi.org/10.54055/ejtr.v4i2.74
Asnawi, A. A. (2018). Influence Of Hospital Image And Service Quality On Patients’ Satisfaction And Their Loyalty Intention. International Journal of Accounting, Finance and Business, 3(11), 105–118.
Baker, L. C. (2001). Managed care and technology adoption in health care : evidence from magnetic resonance imaging. Journal of Health Economics, 20, 395–421.
Chambers, D. (2020). Effects of service changes affecting distance/time to access urgent and emergency care facilities on patient outcomes: A systematic review. BMC Medicine, 18(1), 1–10. https://doi.org/10.1186/s12916-020-01580-3
Dian Ariesta, E. S. (2020). The effect of attraction, accessibility and facilities on destination images and it’s impact on revisit intention in the marine tourism of the wakatobi regency. International Journal of Scientific and Technology Research, 9(3), 6605–6613.
Fadli, N. M. F. A. S. D. N. R. A. (2022). Survive amidst the Competition of Private Universities by Maximizing Brand Image and Interest in Studying. Al-Ishlah: Jurnal Pendidikan, 14(3), 3317–3328. https://doi.org/10.35445/alishlah.v14i3.2037
Hasanah, N. (2020). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pasien (Studi Kasus Pada Pasien Rawat Inap Klinik Global Sarana Medika). Jiagabi, 9(2), 185–191.
Hanifah, I., & Purba, A. S. (2021). Strengthening of Industrial Relations Courts as Efforts to Provide Legal Justice for Labourer. Review of International Geographical Education Online, 11(9).
Ilyas, G. B. (2022). Price, Promotion, and Supporting Facilities on Customer Satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 2(1), 01–11. https://doi.org/10.52970/grmapb.v2i1.65
Istiatin. (2021). Creating Customer Retention Through Facility, Complaint Handling, Trust, Company Image And Customer Incentives At Bmt Amanah Ummah Kartasura, Sukoharjo. International Journal of Economics, Business and Accounting Research (IJEBAR), 2021(1), 1–15.
Kaban, D. Y. (2022). The Influence of Quality of Service and Hospital Image on Patient Loyalty with Satisfaction Patients as Intervening Variables ( Case Study of Sri Ratu Hospital Medan ). International Journal of Research and Review, 9(October), 120–130.
Khadafi, M. (2022). Analysis of the influence facilities, Quality of Service and Trust on loyalti customer in Star Hotel in Batam City. Jurnal Ekonomi LLDIKTI Wilayah 1 (JUKET), 2(1), 15–26. https://doi.org/10.54076/juket.v2i1.216
Kironji, K. M. (2019). Effects of Perceived Image of NHIF Outpatient Facilities on Utilization of Primary Care Services by Private University Employees in Nairobi County. International Journal of professional Practice (IJPP), 2(4), 145–151. https://doi.org/10.11648/j.hep.20170204.11
Kotler, P., & Amstrong, G. (2012). Principle of Merketing (G. Edition (red); 14 Edition).
Kotler, P., & Armstrong, G. (2011). Marketing On Introduction. erlangga.
Kotler, P., & Armstrong, G. (2013). Principles of marketing 15th global edition. Pearson.
Kotler, P., & Keller, K. L. (2016). Marketing Management (Global Edition) 15th Edition (Edition 15). Erlangga.
Li, X. (2023). Does increasing physician volume in primary healthcare facilities under the hierarchical medical system help reduce hospital service utilisation in China ? A effects analysis using province- level panel data. BMJ Open, 13, 1–8. https://doi.org/10.1136/bmjopen-2022-066375
Liu, Y. (2018). Why patients prefer high-level healthcare facilities: A qualitative study using focus groups in rural and urban China. BMJ Global Health, 3(5), 1–11. https://doi.org/10.1136/bmjgh-2018-000854
Maizlin, N. N. (2020). Investigating the initial effect of COVID-19 on the functioning of outpatient diagnostic imaging facilities. Journal of Medical Imaging and Radiation Sciences, 51(4), 574–578. https://doi.org/10.1016/j.jmir.2020.08.005
Manzoor, F. (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(18), 1–16. https://doi.org/10.3390/ijerph16183318
Nanda. (2011). Effect of visual art on patient anxiety and agitation in a mental health facility and implications for the business case. Journal of Psychiatric and Mental Health Nursing, 18, 386–393. https://doi.org/10.1111/j.1365-2850.2010.01682.x
Napitupulu, D. (2018). Analysis of Student Satisfaction Toward Quality of Service Facility. Journal of Physics: Conference Series, 954(1), 1–8. https://doi.org/10.1088/1742-6596/954/1/012019
Nicholas, Y. (2022). Effect of Facilities Management Service Quality on User Satisfaction and Institutional Image. International Journal of Real Estate Studies, 2(2012), 86–95.
Purba, A. S., Hufad, A., Negara, C. P., Nasrawati, N., & Ramdani, A. M. (2018, November). The implication of Baduy Dalam tribe’s closure on Indonesia’s rank in the World Economic Forum. In Annual Civic Education Conference (ACEC 2018) (pp. 426-428). Atlantis Press.
Permana, A. H. (2020). Price and Customer Satisfaction on Loyalty : An Empirical Study of Online Transportation in Indonesia. International Journal of Innovative Science and Research Technology, 5(3), 1275–1280.
Purba, A. S., Malihah, E., & Hufad, A. (2019). The implementation of multicultural education in senior high schools in Medan. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 2(3), 226-233.
Purba, A. S., Hufad, A., & Sutarni, N. (2019). Women’s entrepreneurial literacy and their business competitiveness. In Research for Social Justice (pp. 163-168). Routledge.
Fitri, H., & Purba, A. S. (2023). Youth In the Existence of Nias Ethnic Culture. resmilitaris, 13(1), 2679-2692.
Saputra, A. A. (2018). Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Pasien. ManajemenKewirausahaan JMK, 3(2), 72–89. http://ejournal.uniska-kediri.ac.id/index.php/
Schiffman, L., & Leslie, L. K. (2008). Perilaku Konsumen. pt indeks.
Srisattayakul, T. K. P. (2022). The Effects of Service Quality on Customer Loyalty for a study of Bus Air Conditioner Service Center ’ s Customer Satisfaction using Structural Equation Modeling ( SEM ). Journal of System and Management Sciences, 12(6), 220–238. https://doi.org/10.33168/JSMS.2022.0614
Sugiyono. (2016). Metode Penelitian. Alfabeta.
Syafrizal, S., Purba, A. S., & Corry, C. (2022). Changes in Cultural Assimilation in Harmonization of Children's Social Relations. Randwick International of Social Science Journal, 3(3), 620-633.
Siahaan, M., Anantadjaya, S. P., Kurniawan, I. M. G. A., & Purba, A. S. (2022). Syariah Technology Financial Potential to Reach Non-bank Financing. Webology, 19(1), 77-91.
Suleman, D. A. E. S. N. R. (2020). The Effect Of Attraction , Accessibility And Facilities On Destination Images And It ’ s Impact On Revisit Intention In The Marine Tourism Of The Wakatobi Regency. International Journal Of Scientific & Technology Research, 9(3), 6605–6613. https://doi.org/10.13140/RG.2.2.19067.36644
Sutrisno, E. (2016). Manajemen Sumber Daya Manusia. Edisi Pertama. Prenada Media Group.
Tjhin, N. A. V. U. (2023). Factors Affecting Customer Loyalty Moderated by Switching Cost on the Customer Satisfaction of Digital Streaming Services. Journal of System and Management Sciences, 13(1), 1–20. https://doi.org/10.33168/JSMS.2023.0101
Tjiptono, F. (2013). Strategi Pemasaran, ed. 3. Andi.
Tjiptono, F. (2014). Pemasan Jasa - Prinsip, Penerapan, dan Penelitian.
Tjiptono, F. (2016). Pemasaran : esensi & aplikasi. Erlangga.
Wan, J. S. (2023). A Study on the Impact of Consumers’ Awareness of ESG Activities in Coffee Shops on Corporate Image and Long-Term Orientation. Journal of Logistics, Informatics and Service Science, 10(1), 169–188. https://doi.org/10.33168/JLISS.2023.0209
Weia, Y. L. M. H. A. B. E. X. (2020). Annals of Tourism Research How does brand loyalty interact with tourism destination ? Exploring the e ff ect of brand loyalty on place attachment. Annals of Tourism Research, 81(January), 102879. https://doi.org/10.1016/j.annals.2020.102879
Wu, C. (2011). The impact of hospital brand image on service quality , patient satisfaction and loyalty. African Journal of Business Management, 5(12), 4873–4882. https://doi.org/10.5897/AJBM10.1347
Wahidah, A., Nurbayani, S., Purba, A. S., Aryanti, T., & Malik, I. (2023). Korean Beauty Product Branding Trough Men: A Prestige Fulfillment For Fans. Ilomata International Journal of Management, 4(2), 183-194.
Yasa, I. G. A. W. D. N. N. (2021). The influence of product quality, brand image, brand trust on customer satisfaction and loyalty. American International Journal of Business Management (AIJBM), 4(1), 25–34.
Yesinda, I. S. (2018). Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Pasien Jasa Rawat Jalan pada Puskesmas Kademangan Kabupaten Blitar. Jurnal Penelitian Manajemen Terapan (PENATARAN), 3(2), 206–214.
Yulisetiarini, D. (2023). The Influence of Service Quality , Image and Facility of Hospital on Patient Loyalty Through Patient Satisfaction with BPJS Kesehatan at Type C Hospitals in Jember. IOSR Journal of Business and Management (IOSR-JBM), 25(4), 11–16. https://doi.org/10.9790/487X-2504021116
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2023-07-21
How to Cite
Hamidah Sari Siregar, Yusniar Lubis, & Sofiyan Sofiyan. (2023). The Influence of Hospital Facilities and Services on Patient Satisfaction with Hospital Image as an Intervening Variable at Haji Abdul Manan Simatupang General Hospital. Jurnal Bintang Manajemen, 1(3), 97–112. https://doi.org/10.55606/jubima.v1i3.1848
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