PENGARUH PATIENT PARTICIPATION TERHADAP BEHAVIOUR OUTCOMES DI RUMAH SAKIT SWASTA DI SURABAYA

  • Anna Erika Risti Jurusan Managemen / Universitas Surabaya

Abstract

Abstrak - Penelitian ini bertujuan untuk menganalisis pengaruh dari patient participation terhadap patient satisfaction, patient confidence, word of mouth, patient gratitude dan patient adherence di rumah sakit swasta di surabaya. Pengolahan data penelitian ini menggunakan Structural Equation Modelling (SEM) dengan program Statistical Package for Social Sciences (SPSS) versi 18 dan AMOS 22.0. 150 responden diambil dari pasien yang melakukan pengobatan di rumah sakit swasta di Surabaya, minimal sebanyak 2x dalam 1 tahun terakhir. Hasil penelitian ini menemukan patient participation berpengaruh positif dan signifikan terhadap patient confidence. Patient confidence berpengaruh positif dan signifikan terhadap patient satisfaction dan patient adherence. Patient participation tidak memiliki pengaruh terhadap patient adherence dan patient satisfaction. Patient satisfaction tidak memiliki pengaruh terhadap patient adherence. Patient satisfaction ternyata berpengaruh positif dan signifikan terhadap patient gratitude dan word of mouth.


Kata kunci: Patient Participation, Patient Confidence, Word Of Mouth, Patient Gratitude, Patient Adherence


Abstract - This study aims to analyze the effect of patient participation on patient satisfaction, patient confidence, word of mouth, patient gratitude and patient adherence at a private hospital in Surabaya. Data processing in this research using Structural Equation Modeling (SEM) with Statistical Package for Social Sciences program (SPSS) version 18 and AMOS 22.0. 150 respondents were taken from patients who treated in private hospital in Surabaya, minimum 2x in the last 1 year. The results of this study found that patient participation has a positive and significant effect on patient confidence. Patient confidence has a positive and significant effect on patient satisfaction and patient adherence. Patient participation has no influence on patient adherence and patient satisfaction. Patient satisfaction has no influence on patient adherence. Patient satisfaction has a positive and significant effect on patient gratitude and word of mouth..


Keywords: Patient Participation, Patient Confidence, Word Of Mouth, Patient Gratitude, Patient Adherence. 

Downloads

Download data is not yet available.

References

Barber, L.A. dkk., 2014, The Influence of patients’ participation in research on their satisfaction, The Journal of Hand Surgery, Vol. 39 Iss 8, pp. 1591-1594.

Bitner, M.J., Faranda, W.T., Hubbert, A.R. dan Zeithaml, V.A., 1997, Customer contributions and roles in service delivery, International Journal of Service Industry Management, Vol. 8 No. 3, pp. 193-205.

Camacho, N., de Jong, M. dan Stremersch, S., 2014, The effect of customer empowerment on adherence to expert advice, International Journal of Research in Marketing, Vol. 31, pp. 293-308.

Cegala, D.J. dan Post, D.M., 2009, The impact of patients’ participation on physicians’patient-centred communication, Patient Education and Counselling, Vol. 77 No. 2, pp. 202- 208.

Chen, Z. X., Shi, Y. dan Dong, D-h., 2008, An empirical study of relationship quality in a service setting: A Chinese case, Marketing Intelligence & Planning, Vol. 26 No. 1, pp. 11-25.

Cho, W. H., Lee, H., Kim, C., Lee, S. dan Choi, K. S., 2004, The impact of visit frequency on the relationship between service quality and outpatient satisfaction: A South Korean study, Health Services Research, Vol. 39 No. 1, pp. 13-34.

DiMatteo, M.R., Haskard-Zolnierek, K.B. dan Martin, L.R., 2012, Improving patient adherence: A three-factor model to guide practice, Health Psychology Review, Vol. 6 No. 1, pp. 74-91.

Eltayeb, T.Y.M. dkk., 2016, Satisfaction with and adherence to warfarin treatment: A cross-sectional study among Sudanese patients, Journal of The Saudi Heart Association, Vol. 29 Iss 3, pp. 169-175.

Fairhall, N., Langron, C., Sherrington, S., Lord, S.R., Kurrle, S.E. dan Lockwood, K., 2011, Treating frailty: a practical guide, BMC Medicine, Vol. 9 No. 83, pp. 1-7.

Fornell, C. dan Larcker, D.F., 1981, Evaluating Structural Equation Models with Unobservable Variables and Measurement Error, Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.

Gremler, D.D., Gwinner, K.P. dan Brown, S.W., 2001, Generating positive wordof-mouth communication through customer-employee relationships, International Journal of Service Industry Management, Vol. 12 No. 1, pp. 44-59.

Gwinner, K.P., Gremler, D.D. dan Bitner, M.J., 1998, Relational benefits in services industries: the customer’s perspective, Journal of the Academy of Marketing Science, Vol. 26, pp. 101-14.

Hair, J.F. dkk., 2010, Multivariate Data Analysis 7th Edition, Upper Saddle River: Prentice Hall.

Henderson, A. dan Zernike, W., 2001, A study of the impact of discharge information for surgical patients, Journal of Advanced Nursing, Vol. 35 No. 3, pp. 435-441.

Hibbard, J.H., Greenlick, M.R., Jimison, H., Kunkel, L. dan Tusler, M., 1999, Prevalence and Predictors of the Use of Self-Care Resources, Journal of Evaluation and the Health Professions, Vol. 22 No. 1, pp. 107-22.

Hsieh, Y. dan Hiang, S., 2004, A study of the impact of service quality on relationship quality in search-experience-credence services, Total Quality Management, Vol. 15 No. 1, pp. 43-58.

Longtin, Y., Sax, H., Leape, L.L., Sheridan, S.E., Donaldson. L. dan Pittet, D., 2010, Patient participation: Current knowledge and applicability to patient safety, Mayo Clinic. Proceeding, Vol. 85 No. 1, pp. 53-62.

Mahapatra, S., 2017, Impact of participation on behaviour outcomes in health care service, Benchmarking: An International Journal, Vol. 24 Iss 4 pp. –

Ouschan, R., Sweeney, J. dan Johnson, L., 2006, Customer empowerment and relationship outcomes in healthcare consultations, European Journal of Marketing, Vol. 40 Issue: 9/10,pp. 1068-1086.

Palmatier, R.W., Jarvis, C. B., Bechkoff, J.R. dan Kardes, F. R., 2009, The role of customer gratitude in relationship marketing, Journal of Marketing, Vol. 73 No. 5, pp. 1-18.

Pascoe, G.C., 1983, Patient satisfaction in primary health care: A literature review and analysis, Evaluation and Program Planning, Vol. 6 No. (3/4), pp. 185-210.

Soderlund, M., 1998, Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on wordof-mouth, feedback to the supplier and loyalty, International Journal of Service Industry Management, Vol. 9 No. 2, pp. 169-88.

Vermeire, E., Hearnshaw, H., VanRoyen, P. dan Denekens, J., 2001, Patient adherence to treatment: three decades of research a comprehensive review, Journal of Clinical Pharmaceutical Theory, Vol. 26 No. 5, pp. 331-342.

Wetzel, H.A., Hammerschmidt, M. dan Zablah, A.R., 2014, Gratitude versus entitlement: A dual process model of the profitability implications of customer prioritization, Journal of Marketing, Vol. 78 No. 2, pp. 1-19.

Yim, C.K., Chan, K.W. dan Lam, S.S.K., 2012, Do customers and employees enjoy service participation? Synergistic effects of self- and other-efficacy, Journal of Marketing, Vol. 76 No. 6, pp. 121-140.

Zeithaml, V.A., 2000, Service quality, profitability, and the economic worth of customers: what we know and what we need to learn, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85.

https://www.kompasiana.com/conamir/rumah-sakit-swasta-vs-rumah-sakitpemerintah_5529d0faf17e61272cd623b6 diakses 5 juli 2018

https://www.kompasiana.com/arsyadrahman/rs-swasta-lebihbaik_551818c9a333117007b663b7 diakses 5 Juli 2018

https://manajemen-pelayanankesehatan.net/category/artikel-mpk/ diunduh 5 Desember 2017

https://manajemen-pelayanankesehatan.net/category/artikel-mpk/ diunduh 19 Desember 2017
Published
2019-09-01
How to Cite
RISTI, Anna Erika. PENGARUH PATIENT PARTICIPATION TERHADAP BEHAVIOUR OUTCOMES DI RUMAH SAKIT SWASTA DI SURABAYA. CALYPTRA, [S.l.], v. 8, n. 1, p. 850-863, sep. 2019. ISSN 2302-8203. Available at: <http://journal.ubaya.ac.id/index.php/jimus/article/view/3721>. Date accessed: 24 nov. 2020.