PENGARUH FASILITAS PELAYANAN DAN PEMASARAN SOSIAL MEDIA TERHADAP LOYALITAS PASIEN, KEPERCAYAAN SEBAGAI INTERVENING PADA PASIEN RAWAT JALAN RS X JAKARTA BARAT
Abstract
Pendahuluan: Penelitian ini dilandaskan hasil observasi awal yang menunjukkan bahwa terjadi penurunan jumlah pasien kategori non-BPJS di tahun 2023. Tujuan penelitian ini adalah untuk mengungkap secara empiris pengaruh fasilitas pelayanan dan pemasaran media sosial terhadap loyalitas pasien dengan kepercayaan sebagai variabel intervening. Metode: Jenis penelitian termasuk dalam kuantitatif dengan desain cross sectional study. Populasi yang digunakan adalah pasien rawat jalan Non-BPJS. Teknik sampling menggunakan nonprobability, dengan perhitungan yang mengalikan jumlah indikator dengan 5 kali observasi, sehingga didapatkan jumlah sampel sebanyak 185 responden. Teknik pengumpulan data menggunakan kuesioner, dan metode analisa menggunakan analisa three box method serta PLS-SEM dengan bantuan program Smart-PLS. Hasil dan Pembahasan: Hasil analisa membuktikan bahwa fasilitas pelayanan dan pemasaran sosial media berpengaruh terhadap loyalitas pasien dengan kepercayaan sebagai variabel intervening. Fasilitas pelayanan dan pemasaran sosial media berpengaruh terhadap kepercayaan. Kesimpulan: Fasilitas pelayanan, pemasaran sosial media dan kepercayaan berpengaruh terhadap loyalitas pasien, dan kepercayaan merupakan variabel dominan yang mampu meningkatkan loyalitas pasien.
Downloads
References
Ai, Y., Rahman, M. K., Newaz, M. S., Gazi, M. A. I., Rahaman, M. A., Mamun, A. Al, & Chen, X. (2022). Determinants of patients’ satisfaction and trust toward healthcare service responsiveness in general practice clinics. Frontiers in Psychology, 13, 856750. https://doi.org/10.3389/fpsyg.2022.856750
Al-Dmour, R., Alkhatib, O. H., Al-Dmour, H., & Amin, E. B. (2023). The Influence of Social Marketing Drives on Brand Loyalty via the Customer Satisfaction as a Mediating Factor in Travel and Tourism Offices. Sage Open, 13(2), 21582440231181430. https://doi.org/10.1177/21582440231181433
Andreano, P., & Pardede, R. (2023). Service Quality and Patient Trust on Patient Loyalty Mediated by Patient Satisfaction on Inpatients. Interdisciplinary Social Studies, 2, 2684–2692. https://doi.org/10.55324/iss.v2i12.595
Ariani, K. R., & Putri, G. A. (2016). Pengaruh Belanja Modal Dan Dana Alokasi Umum Terhadap Kemandirian Daerah. Seminar Nasional Dan The 3rd Call for Syariah Paper, 364–369.
Asti, W. P., Handayani, P. W., & Azzahro, F. (2021). Influence of Trust, Perceived Value, and Attitude on Customers’ Repurchase Intention for E-Grocery. Journal of Food Products Marketing, 27(3), 157–171. https://doi.org/10.1080/10454446.2021.1922325
Baber, R., & Baber, P. (2023). Influence of social media marketing efforts, e- reputation and destination image on intention to visit among tourists: application of S-O-R model. Journal of Hospitality and Tourism Insights, 6(5), 2298–2316. https://doi.org/10.1108/JHTI-06-2022-0270
Banerji, R., & Singh, A. (2024). Do social media marketing activities promote customer loyalty? A study on the e-commerce industry. LBS Journal of Management & Research, ahead-of-p(ahead-of-print). https://doi.org/10.1108/LBSJMR-04-2023-0016
Blackwell, R. D., Miniard, P. W., & Engel, J. F. (2006). Consumer Behavior. Thomson South-Western.
Edyansyah, T., Albra, W., Azhar, A., Farid, F., & Suryani Irma. (2019). the Effect of Marketing Mix Toward Satisfaction and Loyalty of Patient in the Public Hospital of
Dr. Fauziah Bireuen of Aceh Province of the Indonesia. DLSU Business&Economics Review Volume, 28(3), 1–7. https://doi.org/10.5281/zenodo.3270552#.X SGovfG1ghM.mendeley
El Garem, R. A. A., Fouad, A., & Mohamed, H. (2024). Factors associated with patient loyalty in private healthcare sector in Egypt. Journal of Humanities and Applied Social Sciences, ahead-of-p(ahead-of-print). https://doi.org/10.1108/JHASS-09-2023-0106
Evelina, L., Handayani, F., & Audreyla, S. (2023). The Effect of Social Media Marketing on Brand Trust and Customer Loyalty of S Coffee Shop in Indonesia during Pandemic. E3S Web of Conferences, 426. https://doi.org/10.1051/e3sconf/202342602098
Ferdinand, A. (2014). Metode Penelitian Manajemen. BP Undip.
Fitzsimmons, J. A., & Fitzsimmons, M. J. (2006). Service Management: Operations, Strategy, and Information Technology. McGraw- Hill/Irwin.
Griffin, J. (1997). Customer Loyalty: How to Earn It, How to Keep It. Wiley. https://books.google.co.id/books?id=kP0JAQAAMAAJ
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLSSEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson Education South Asia Pte Limited.
Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, 00469580211007221. https://doi.org/10.1177/00469580211007221
Mowen, J. C., & Minor, M. (2001). Consumer Behavior: A Framework. Prentice Hall. https://books.google.co.id/books?id=QVpEAAAAYAAJ
Parasuraman, A. P., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of Retailing.
Ruswanti, E., Eff, A., & Kusumawati, M. (2020). Word of mouth, trust, satisfaction and effect of repurchase intention to Batavia hospital in west Jakarta, Indonesia. Management Science Letters, 10(2), 265–270.
Ruswanti, E., & Januarko, M. U. (2015). Panduan Penulisan Laporan Ilmiah: Atensi, Kredibilitas Perusahaan, Iklan Dua Sisi Terhadap Niat Beli Jasa Penerbangan Elang Air. CV. Andi Offset. Yogyakarta.
Ye, X. M., Batool, H., & Huang, S. Z. (2023). The Effect of Physical Cues on Customer Loyalty: Based on the Mediating Effect of Customer Engagement and Value Cocreation. Emerging Science Journal, 7(4), 1332–1348. https://doi.org/10.28991/ESJ-2023-07-04-020
Zeithaml, V. A., Bitner, M. J., & Gremler, D. (2017). Services Marketing: Integrating Customer Focus Across the Firm (7 Edition). McGraw-Hil.
An author who publishes in the Journal of Nursing and Public Health agrees to the following terms:
Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
Journal of Nursing and Public Health is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
You are free to:
Share — copy and redistribute the material in any medium or format
Adapt — remix, transform, and build upon the material
for any purpose, even commercially.
The licensor cannot revoke these freedoms as long as you follow the license terms.
