Correlation Of Patient Characteristics And Patient Satisfaction With Patient Loyalty In Public Health Center

Nadia Rifqi Cahyani(1), Tusy Novita Dwi Wardani(2), Hanifiya Samha Wardhani(3), Ratna Dwi Wulandari(4*)
(1) Universitas Airlangga (UNAIR)
(2) Department of Health Policy and Administration, Faculty of Public Health, Universitas Airlangga
(3) Department of Biology, Faculty of Mathematics and Natural Sciences, Universitas Negeri Surabaya
(4) Department of Health Policy and Administration, Faculty of Public Health, Universitas Airlangga
(*) Corresponding Author
DOI : 10.30604/jika.v6i3.608

Abstract

In today's competitive world, success in healthcare depends on the patient. Characteristics, satisfaction and loyalty of patients are some of the important factors that are the key to success in health services. This study aims to determine the relationship between patient characteristics and patient satisfaction with patient loyalty. This research is an analytic survey research with a cross-sectional design. The research was conducted at Jatiwates Health Center Tembelang Jombang, East Java, Indonesia. The instrument used in this study is a questionnaire with a sampling technique carried out by random sampling in proportion. Data analysis was performed by statistical tests, namely chi-square test and regression test to see the effect of patient characteristics and patient loyalty. The results of this study found that there was a relationship between patient characteristics, namely education (p-value = 0.015) and occupation (p-value = 0.024) with patient loyalty. Meanwhile, patient satisfaction is not related to patient loyalty (p-value = 0.186). This shows that there is a significant relationship between patient characteristics and loyalty. Health centres need to know the characteristics and patients.


Abstrak: Pada dunia yang kompetitif seperti saat ini, keberhasilan pada layanan kesehatan bergantung pada pasien. Karakteristik, kepuasan dan loyalitas pasien merupakan beberapa faktor penting yang menjadi kunci keberhasilan pada pelayanan kesehatan. Penelitian ini bertujuan untuk mengetahui hubungan karakteristik pasien dan kepuasan pasien dengan loyalitas pasien. Penelitian ini adalah penelitiansurvei analitik dengan desaincross sectional. Penelitian dilakukan diPuskesmas Jatiwates Tembelang Jombang, Jawa Timur, Indonesia. Instrumen yang digunakan pada penelitian ini yaitu kuisioner dengan teknik pengambilansampel dilakukan dengan sampling acaksecara proporsi. Analisis data dilakukan dengan uji statistik yaitu uji chi-square dan uji regresi untuk melihat pengaruh dari karakteristik pasien dan loyalitas pasien. Hasil dari penelitian ini yaitu didapatkan bahwa adanya hubungan antara karakteristik pasien yaitu pendidikan (p-value =0,015) dan pekerjaan (p-value=0,024) dengan loyalitas pasien. Sedangkan untuk kepuasan pasien tidak berhubungan dengan loyalitas pasien (p-value=0,186). Hal ini menunjukkan bahwa adanya hubungan yang signifikan antara karakteristik pasien dengan loyalitas. Public Health Center perlu mengetahui karakteristik dan kepuasan pasien untuk memenuhi perspektif pasien dalam pemberian layanan yang nantinya akan berdampak pada loyalitas pasien.

Keywords


Patient Characteristic; Patient Satisfaction; Patient Loyalty

References


Ahmed, S., Tarique, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International Journal of Health Care Quality Assurance, 30(5), 477–488. https://doi.org/10.1108/IJHCQA-01-2017-0004

Ali, F., Zhou, Y., Hussain, K., Nair Kumar, P., & Ragavan, N. A. (2016). 2016_Ali F et al_Does Higher Education SQ Effect SS Image and Loyalty A Study of IS in Malaysian PU. Quality Assurance in Education, 24(1).

Astuti, H., & Nagase, K. (2014). Patient Loyalty to Healthcare Organizations: Relationship Marketing and Satisfaction. International Journal of Management and Marketing Research, 7(2), 39–56.

Batterham, R. W., Hawkins, M., Collins, P. A., Buchbinder, R., & Osborne, R. H. (2016). Health literacy: Applying current concepts to improve health services and reduce health inequalities. Public Health, 132(2016), 3–12. https://doi.org/10.1016/j.puhe.2016.01.001

Bielen, F., & Demoulin, N. (2007). Waiting time influence on the satisfaction-loyalty relationship in services. Managing Service Quality, 17(2), 174–193. https://doi.org/10.1108/09604520710735182

Chiguvi, D., & Guruwo, P. T. (2017). Impact of Customer Satisfaction on Customer Loyalty in the Banking Sector. International Journal of Scientific Engineering and Research, 5(2), 55–63. https://doi.org/10.15863/tas.2020.06.86.71

Christine, L. L., R, F. R., & Sondakh, R. C. (2013). Hubungan Antara Pengetahuan dan Tingkat Pendidikan Dengan Tingkat Kepuasan Pasien Jaminan Kesehatan Masyarakat di Puskesmas Wawonasa Kecamatan Singkil Manado Tahun 2013. Journal Fakultas Kesehatan Masyarakat, Universitas Sam Ratulangi Manado, 1–6.

Fitri, A., & Ainy, A. (2016). Correlation between Service Quality and Patient Loyalty at Outpatient Departement in Speciality Eye Hospital of South Sumatra Provice. 7, 22–31.

Geurts, J. W., Willems, P. C., Lockwood, C., van Kleef, M., Kleijnen, J., & Dirksen, C. (2017). Patient expectations for management of chronic non-cancer pain: A systematic review. Health Expectations, 20(6), 1201–1217. https://doi.org/10.1111/hex.12527

Hardjono, B., & San, L. P. (2017). Customer Relationship Management Implementation and its Implication to Customer Loyalty in Hospitality Industry. Jurnal Dinamika Manajemen, 8(1), 92–107. https://doi.org/10.15294/jdm.v8i1.10414

Heijmans, M., Waverijn, G., Rademakers, J., van der Vaart, R., & Rijken, M. (2015). Functional, communicative and critical health literacy of chronic disease patients and their importance for self-management. Patient Education and Counseling, 98(1), 41–48. https://doi.org/10.1016/j.pec.2014.10.006

Jacques, M., & Osman, G. (2019). The role of gender and education on decision-making. Studies in Business and Economics, 14(3), 117–130. https://doi.org/10.2478/sbe-2019-0048

Juhana, D., Manik, E., Febrinella, C., & Sidharta, I. (2015). Empirical study on patient satisfaction and patient loyalty on public hospital in Bandung, Indonesia. International Journal of Applied Business and Economic Research, 13(6), 4305–4326.

Kessler, D. P., & Mylod, D. (2011). Does patient satisfaction affect patient loyalty? International Journal of Health Care Quality Assurance, 24(4), 266–273. https://doi.org/10.1108/09526861111125570

Klopotan, I., Buntak, K., & Drozdjek, I. (2014). Impact of education, gender and age on consumer loyalty. International Journal for Quality Research, 8(4), 481–494.

Kotler, P., & Keller, K. L. (2012). Marketing Management. In Prentice Hall (14th ed.). https://doi.org/10.1017/cbo9781139174749.022

Marcus, C. (2014). Strategies for improving the quality of verbal patient and family education: a review of the literature and creation of the EDUCATE model. Health Psychology and Behavioral Medicine, 2(1), 482–495. https://doi.org/10.1080/21642850.2014.900450

Moreira, A. C., & Silva, P. M. (2015). The trust-commitment challenge in service quality-loyalty relationships. International Journal of Health Care Quality Assurance, 28(3), 253–266. https://doi.org/10.1108/IJHCQA-02-2014-0017

Morrison, A. K., Schapira, M. M., Gorelick, M. H., Hoffmann, R. G., & Brousseau, D. C. (2014). Low caregiver health literacy is associated with higher pediatric emergency department use and nonurgent visits. Academic Pediatrics, 14(3), 309–314. https://doi.org/10.1016/j.acap.2014.01.004

Mortazavi, S., Kazemi, M., Shirazi, A., & Aziz-Abadi, A. (2009). The relationships between patient satisfaction and loyalty in the private hospital industry. Iranian Journal of Public Health, 38(3), 60–69.

Mosadeghrad, A. M. (2014). Factors affecting medical service quality. Iranian Journal of Public Health, 43(2), 210–220.

Najafi Kalyani, M., Illon Kashkooli, R., Molazem, Z., & Jamshidi, N. (2014). Qualitative Inquiry into the Patients’ Expectations regarding Nurses and Nursing Care. Advances in Nursing, 2014, 1–6. https://doi.org/10.1155/2014/647653

Ng, J. H. Y., & Luk, B. H. K. (2019). Patient satisfaction: Concept analysis in the healthcare context. Patient Education and Counseling, 102(4), 790–796. https://doi.org/10.1016/j.pec.2018.11.013

Ningrum, E., Junaid, J., & Nurzalmariah, W. (2016). Hubungan Kualitas Pelayanan terhadap Loyalitas Pasien Rawat Inap Umum di Rumahsakit Umum Daerah Kota Kendari Tahun 2016. Jurnal Ilmiah Mahasiswa Kesehatan Masyarakat Unsyiah, 1(3), 186420.

Picón, A., Castro, I., & Roldán, J. L. (2014). The relationship between satisfaction and loyalty: A mediator analysis. Journal of Business Research, 67(5), 746–751. https://doi.org/10.1016/j.jbusres.2013.11.038

Qazi, A., Tamjidyamcholo, A., Raj, R. G., Hardaker, G., & Standing, C. (2017). Assessing consumers’ satisfaction and expectations through online opinions: Expectation and disconfirmation approach. Computers in Human Behavior, 75, 450–460. https://doi.org/10.1016/j.chb.2017.05.025

Satibi. (2015). Analysis of Factors Affecting Patient Satisfaction in Jkn System: Patient Characteristics, Jkn Services, and Pharmacy Services. Indonesian Journal of Pharmacy, 26(4), 233. https://doi.org/10.14499/indonesianjpharm26iss4pp233

Schirmer, N., Ringle, C. M., Gudergan, S. P., & Feistel, M. S. G. (2018). The link between customer satisfaction and loyalty: the moderating role of customer characteristics. Journal of Strategic Marketing, 26(4), 298–317. https://doi.org/10.1080/0965254X.2016.1240214

Sriatmi, A., Suryawati, C., & Hidayati, A. (2014). Analisis Hubungan Karakteristik Pasien Dengan Kepuasan Pelayanan Rawat Jalan Semarang Eye Center (Sec) Rumah Sakit Islam Sultan Agung Semarang. Jurnal Kesehatan Masyarakat (e-Journal), 2(1), 9–14.

Utami, Y. T. (2018). Pengaruh Karakteristik Pasien Terhadap Kualitas Pelayanan Rawat Jalan Di Uptd Puskesmas Penumping Surakarta. Infokes, 8(1), 57–65. https://ejurnalinfokes.apikescm.ac.id/index.php/infokes/article/view/197

Van Der Heide, I., Wang, J., Droomers, M., Spreeuwenberg, P., Rademakers, J., & Uiters, E. (2013). The relationship between health, education, and health literacy: Results from the dutch adult literacy and life skills survey. Journal of Health Communication, 18(SUPPL. 1), 172–184. https://doi.org/10.1080/10810730.2013.825668


Article Statistic

Abstract view : 12 times
Fulltext (Bahasa Indonesia) views : 7 times

Dimensions Metrics

How To Cite This :

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.