EKSPLORASI PENGARUH CITRA RUMAH SAKIT TERHADAP KEPUASAN PASIEN: TINJAUAN SISTEMATIS LITERATUR
DOI:
https://doi.org/10.34011/jmp2k.v35i1.2371Keywords:
hospital, hospital image, literature review, patient, patient satisfaction, systematic literature reviewAbstract
The primary challenge in measuring patient satisfaction lies in its conceptual and operational complexity. Patient satisfaction is often regarded as a subjective concept, influenced by individual expectations, experiences, and perceptions of the healthcare services received. This literature review aims to examine and summarize the impact of hospital image on patient satisfaction based on studies conducted in various countries across multiple continents. The PRISMA approach was employed in this systematic literature review, with articles collected from Google Scholar, Crossref, and PubMed databases. The articles selected were published between 2010-2024. An in-depth analysis was conducted on 11 selected articles. The results of the review indicate that studies on hospital image and patient satisfaction often incorporate other variables such as service quality, loyalty, and trust. Research from diverse regions, including Southeast Asia, the Middle East, Europe, and the Americas, demonstrates that hospital image significantly influences patient satisfaction. However, findings in Indonesia reveal a contrasting result, where hospital image does not affect patient satisfaction. These differences reflect unique cultural contexts, such as the importance of interpersonal relationships in Iran, ethnic diversity in Malaysia, or the high value placed on healthcare quality in Taiwan. This review further underscores the importance of collaborative efforts among governments, hospital administrators, healthcare professionals, and marketers to enhance sustainable service quality and meet patients' evolving needs.
References
N. W. Panjaitan, I. D. Hasibuan, A. Z. P. Purba, A. R. R. Siregar, and F. N. U. Hasibuan, “Description of Patient Satisfaction with the Performance of Health Workers at the Puskesmas Pancur Batu Sub-District,” Promotor, vol. 7, no. 2, pp. 191–195, 2024, doi: 10.32832/pro.v7i2.580.
Y. Yunike, I. A. Tyarini, S. Evie, H. Hasni, D. Y. Suswinarto, and S. Suprapto, “Quality of Health Services to the Level of Patient Satisfaction,” J. Ilm. Kesehat. Sandi Husada, vol. 12, no. 1, pp. 183–189, 2023, doi: 10.35816/jiskh.v12i1.990.
R. Kalaja, “Determinants of Patient Satisfaction with Health Care: A Literature Review,” Eur. J. Nat. Sci. Med., vol. 6, no. 1, pp. 43–54, 2023, doi: 10.2478/ejnsm-2023-0005.
T. Yoldemir, A. Uslu, and S. Pirtini, “Patient Satisfaction In Healthcare Delivery– A Review Of Current Approaches And Methods,” Eur. Sci. J., vol. 10, no. 25, pp. 25–39, 2014.
T. Dimitrios, “Measuring patient satisfaction,” Nurs. Pract. Today, vol. 8, no. 2, pp. 88–90, 2021, doi: 10.18502/npt.v8i2.5118.
C. Toreh and D. S. S. Wuisan, “Influence of Service Quality, Brand Image, and Communication on Patient Satisfaction and Loyalty of Urology Patient At Siloam Hospital Manado in 2023,” JMBI UNSRAT (Jurnal Ilm. Manaj. Bisnis dan Inov. Univ. Sam Ratulangi)., vol. 11, no. 1, pp. 505–522, 2024, doi: 10.35794/jmbi.v11i1.53784.
M. Nur, A. Islamiyah, D. Sri, and S. Wuisan, “Analyzing the Impact of Marketing Mix and Hospital Brand Image on Patient Satisfaction and Loyalty: A Study at XYZ Maternity Hospital,” Journal of Innovation in Business and Economics, vol. 4, no. 10, pp. 8662–8681, 2024.
C. Purnama et al., “Enhancing loyalty in Islamic hospitals: Exploring customer experience as mediating variables,” Rev. Islam. Soc. Financ. Entrep., vol. 3, no. 2, pp. 121–136, 2024, doi: 10.20885/risfe.vol3.iss2.art2.
G. Hasan, O. Riza, and R. Anggraini, “The Influence of Satisfaction on Service Quality and Intention to Recommend Mediated by Patient Loyalty,” Journal of Multidisciplinary Academic vol. 07, no. 10, pp. 6305–6312, 2024, doi: 10.47191/jefms/v7.
R. Diwakar, J. Jegan Joseph, M. Logaraj, K. Palanisamy, and M. Punniyamurthy, “Assessing Quality of In-Patient Care and Patients’s Expectations Using A SERVQUAL Approach in A Tertiary Care Hospital in India,” Natl. J. Community Med., vol. 15, no. 7, pp. 566–571, 2024, doi: 10.55489/njcm.150720244031.
A. A. Asnawi, Z. Awang, A. Afthanorhan, M. Mohamad, and F. Karim, “The influence of hospital image and service quality on patients’ satisfaction and loyalty,” Manag. Sci. Lett., vol. 9, no. 6, pp. 911–920, 2019, doi: 10.5267/j.msl.2019.2.011.
L. Sukamuljo, E. Ruswanti, and M. Aida, “Hospital Image and Service Quality Are Not Able to Provide Patient Satisfaction and Loyalty Effect,” J. Multidiscip. Acad. 321 JoMA, vol. 05, no. 04, 2021, doi: 10.51971/joma.v5n4.01102021.
S. H. Khodadad Hosseini and L. Behboudi, “Brand trust and image: effects on customer satisfaction,” Int. J. Health Care Qual. Assur., vol. 30, no. 7, pp. 580–590, 2017, doi: 10.1108/IJHCQA-04-2016-0054.
C.-C. Wu, “The Impact Of Hospital Brand Image On Service Quality, Patient Satisfaction And Loyalty,” African J. Bus. Manag., vol. 5, no. 12, pp. 4873–4882, 2011, doi: 10.5897/AJBM10.1347.
T. Yoldemir, A. Uslu, and S. Pirtini, “The research on the impact of corporate trustworthiness and corporate image on customer satisfaction and loyalty: case of healthcare institution,” YILDIZ Soc. Sci. Rev., vol. 4, no. 1, p. 1, 2018.
E. D. Coutinho, P. R. da C. Vieira, C. L. de Q. Mattoso, I. R. Troccoli, and M. J. P. Renni, “Influence of service quality and corporate image on the satisfaction of patients with Brazil’s National Cancer Institute,” Int. J. Pharm. Healthc. Mark., vol. 13, no. 4, pp. 447–468, 2019, doi: 10.1108/IJPHM-07-2018-0036.
L. M. Sciulli and T. L. Missien, “Hospital service-line positioning and brand image: Influences on service quality, patient satisfaction, and desired performance,” Innov. Mark., vol. 11, no. 2, pp. 20–29, 2015.
F. AlOmari, “The mediating role of hospital image: The impact of care cost and service quality on patient satisfaction,” J. Innov. Bus. Econ., vol. 6, no. 01, pp. 1–16, 2022, doi: 10.22219/jibe.v6i01.18475.
H. Chishti et al., “The Impact Of Hospital Brand Image On Patient Loyalty And Patient Behavioral Intention: The Mediating Role Of Patient Satisfaction,” J. Namibian Stud. Hist. Polit. Cult., vol. 37, pp. 614–637, 2023, [Online]. Available: https://www.namibian-studies.com/index.php/JNS/article/view/5492
C. Ceylan, “Research on the Interaction Between Patient Satisfaction, Service Quality, Organizational Image and Trust in a Training and Research Hospital,” Springer Nat. Switz., p. 313, 2020.
Mora, Mahfudnurnajamuddin, Amir, and H. Damis, “the Influence of Service Quality, Customer Relationship Management (Crm), and Image on Patient Satisfaction and Service Marketing Performance At a Type B Private Hospital in Makassar,” Rev. Gest. Soc. e Ambient., vol. 18, no. 7, pp. 1–20, 2024, doi: 10.24857/rgsa.v18n7-055.
