HOSPITAL SERVICE QUALITY AND CUSTOMER TRUST TOWARDS PATIENT SATISFACTION IN GENERATION MZ
CASE STUDY : HOSPITAL B
Keywords:
Service Quality, Brand Trust, Patient Satisfaction, Gen MZ, Hospital B
Abstract
According to Law Number 17 of 2023 of the Republic of Indonesia, health efforts, health resources, and health management are required to improve public health to the highest possible standard. Indonesian hospitals should provide patients with a degree of service excellence as supplied by medical, paramedical, and medical support staff. This research aims to understand, explore, and analyze based on empirically investigating the dimensions or attributes of service quality and evaluate the importance of variance attributes for Gen MZ patients at Hospital B. This quantitative study examines the relationship between service quality and brand trust (independent variable) towards patient satisfaction (dependent variable) in Gen MZ at Hospital B. This research was conducted from January to March 7, 2024; it involved 122 Generation MZ patients using non-probability purposive sampling to represent the population. Result shows that the similar levels of satisfaction and trust between Generations M and Z at Hospital B may be due to the hospital's standardized, high-quality services. This consistency ensures that both generations have comparable experiences. Additionally, Hospital B's effective use of technology, such as hospital apps and online medical information access, meets and exceeds the expectations of both groups.
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Trivedi, R., & Jagani, K. (2018). Perceived service quality, repeat use of healthcare services and inpatient satisfaction in emerging economy: Empirical evidences from India. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 288-306.
Usman, I. (2017). Hospital image as a moderating variable on the effect of hospital service quality on the customer perceived value, customer trust and customer loyalty in hospital services. Eurasian Journal of Business and Management, 5(4), 22-32.
Vadadi A, HK. Study case: Tehran heart center hospital Tehran heart center hospital. Slamic Azad University; 2012. The study of the effect of value, satisfaction and ethical reputation on customer loyalty.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Afrizal, dan Suhardi. 2018. Pengaruh Kualitas Pelayanan, Citra Rumah Sakit Dan Kepercayaan Terhadap Kepuasan Pasien Dan Implikasinya Pada Loyalitas Pasien. Jurnal Ekonomi, ISSN: 2443-2164, E-ISSN 2621-2358, hal. 70-86.
Andi Riyanto. (2018). Implikasi Kualitas Pelayanan. Ecodemica, 2(1).
Budiwan, V. (2016). The understanding of Indonesian patients of hospital service quality in Singapore. Procedia-Social and Behavioral Sciences, 224, 176-183.
Donni Junni Priansa. (2017). Perilaku Konsumen dalam Bisnis Kontemporer. Bandung:
Davies, S. C., Winpenny, E., Ball, S., Fowler, T., Rubin, J., & Nolte, E. (2014). For debate: a new wave in public health improvement. The Lancet, 384(9957), 1889-1895.
Elizar, C., Indrawati, R., & Syah, T. Y. R. (2020). Service quality, customer satisfaction, customer trust, and customer loyalty in service of Paediatric Polyclinic over Private H Hospital of East Jakarta, Indonesia. Journal of Multidisciplinary Academic, 4(2), 105-111.
Ganda, H. et al.2019.Potentials of animal, crop and agri-food wastes for the production of fly larvae. Journal of Insects as Food and Feed, 5(2), pp. 59–67. doi: 10.3920/JIFF2017.00 64.
Gamalliel, N., & Fuady, A. (2024). Indonesia's new health law: lessons for democratic health governance and legislation. The Lancet Regional Health-Southeast Asia, 23.
Jacobalis. (2019). Maintaining the Quality of Hospital Services An Introduction. Jakarta: Citra Windu Satria.
Kanina, A. S. (2020). Saudi Car Dealerships' Service Quality, Customer Satisfaction, and Behavioral Intentions: A Quantitative Correlational Study. Journal of the European Academy of Dermatology and Venereology, 34(8), 709.e1-709.e9. http://dx.doi.org/10.1016/j.jaad.2013.01.032
Kotler, P dan Amstrong. 2018. Prinsip-prinsip Marketing Edisi Ke Tujuh. Penerbit
Salemba Empat. Jakarta.
Maharani, V. M., Jati, S. P., & Nugraheni, S. A. (2021). Overview of Patient Satisfaction to Sharia Services Hospitals in Indonesia: Literature Review. Jurnal Aisyah: Jurnal Ilmu Kesehatan, 6(3), 681-686.
Mula, Joseph, Ainur Rofiq. 2010. The Effect of Customer's Trust on E-Commerce: A Survey of Indonesian Customer B to C Transactions.
Noordiono, Azis. (2016). Karakter Generasi Z dan Proses Pembelajaran Pada Program Studi Akuntansi UNAIR 2016. Jurnal. Surabaya.Unair.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), "Reassessment of expectation as a comparison standard in measuring service quality: implications for future research", Journal of Marketing, Vol. 58, pp. 111-124.
Pratiwi, R., . I., Arifin, A., . D., & . S. (2020). Influence of Medical Officer's Response to Patients Satisfaction in Inpatient Installation General Hospital Massenrempulu Enrekang District. International Journal of Innovative Science and Research Technology, 5(8), 339–
Pratiwi, R. S., Soebandi, S., & Dharmani, I. A. N. (2020). The influence of service quality, price perception, and store atmosphere on repurchase intention (case study at the teras atas cafe Surabaya). Quantitative Economics and Management Studies, 1(2), 147-156.
Ranaweera. C.and Prabhu. J., 2003. The influence of satisfaction, trust and switching barriers barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, 14(4), pp. 374-395. https://doi.org/10.1108/09564230310489231
Rahmani, Z., Ranjbar, M., & Gara, A. A. N. (2017). The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals. Electronic physician, 9(6), 4474.
Suwuh, M. K., Maramis, F. R., & Wowor, R. E. (2018). Hubungan Antara Kualitas Jasa Pelayanan Dengan Kepuasan Pasien Di Puskesmas Walantakan Kecamatan Langowan Utara. KESMAS, 7(3), 122-115.
Sangadji, E. M., dan Sopiah. (2013). Perilaku Konsumen: Pendekatan Praktis. Penerbit Andi. Yogyakarta.
Setyo, Purnomo Edwin. 2017. Pengaruh Kualitas Produk dan Harga Terhadap Kepuasan Konsumen “Best Autoworks”. Jurnal Manajemen dan Start-Up Bisnis, 1 (6). 755-764.
Simbolon, Permadi. 2019. Teori Generasi dan Pembentukan Karakter Anak. Artikel diakses melalui https://www.indonesiana.id/read/112536/teori-generasi-dan-pembentukan-karakter- anak pembentukan-karakter-anak pada 27 April 2019
Sunyoto, Danang. 2015. Perilaku Konsumen dan Pemasaran. Yogyakarta: CAPS (Center of Academic Publishing Service).
Shuv-Ami, A., & Shalom, T. (2017). Demographic differences of perceived service quality in emergency rooms of hospital organizations. International Journal of Organizational Analysis, 25(2), 282-294.
Trivedi, R., & Jagani, K. (2018). Perceived service quality, repeat use of healthcare services and inpatient satisfaction in emerging economy: Empirical evidences from India. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 288-306.
Usman, I. (2017). Hospital image as a moderating variable on the effect of hospital service quality on the customer perceived value, customer trust and customer loyalty in hospital services. Eurasian Journal of Business and Management, 5(4), 22-32.
Vadadi A, HK. Study case: Tehran heart center hospital Tehran heart center hospital. Slamic Azad University; 2012. The study of the effect of value, satisfaction and ethical reputation on customer loyalty.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Published
2024-10-06
How to Cite
Widyarini, M., Mogi, M. G., & Grahadian, K. (2024). HOSPITAL SERVICE QUALITY AND CUSTOMER TRUST TOWARDS PATIENT SATISFACTION IN GENERATION MZ. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 8(3), 1244-1259. https://doi.org/10.31955/mea.v8i3.4454
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Articles
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