The Relationship Between Hospital Image and Patient Satisfaction at Wiyung Sejahtera Hospital Surabaya

Syalwa Khana Al Fahira; Minarni Wartiningsih; Jemima Lewi Santoso; Natalia Yuwono

doi:10.52022/jikm.v17i1.748

Syalwa Khana Al Fahira School of Medicine, Ciputra Surabaya University, CitraLand CBD Boulevard, Made, Sambikerep, Surabaya, East Java 60219, Indonesia
Minarni Wartiningsih Department of Public Health, School of Medicine, Ciputra Surabaya University, CitraLand CBD Boulevard, Made, Sambikerep, Surabaya, East Java 60219, Indonesia
Jemima Lewi Santoso School of Medicine, Ciputra Surabaya University, CitraLand CBD Boulevard, Made, Sambikerep, Surabaya, East Java 60219, Indonesia
Natalia Yuwono School of Medicine, Ciputra Surabaya University, CitraLand CBD Boulevard, Made, Sambikerep, Surabaya, East Java 60219, Indonesia

DOI: https://doi.org/10.52022/jikm.v17i1.748

Keywords: Brand, Hospital image, Patient satisfication, Service quality

Abstract

Abstract

Background: A hospital with a good reputation will influence the thoughts and behavior of the public or patients toward it. In addition to providing a competitive advantage for the hospital, a good reputation can increase patient satisfaction, service quality, competitiveness, morale, patient loyalty, and willingness to return. The purpose of this study was to analyze the relationship between hospital image and patient satisfaction level of Wiyung Sejahtera Hospital Surabaya.

Method: This study used an observational quantitative methodology with the application of analytical observation. Cross-sectional design with a sample of 99 outpatients at Wiyung Sejahtera Hospital Surabaya selected by simple random sampling in August to October 2024. The dependent variable was related to outpatients' satisfaction at Wiyung Sejahtera Hospital Surabaya. The independent variable was associated with the hospital's image towards outpatients at Wiyung Sejahtera Hospital Surabaya. Univariate and bivariate analysis using Spearman correlation.

Results: The results of bivariate analysis with the Spearman correlation test show that hospital image variables have a significant relationship with patient satisfaction (p = 0.000, p < 0.050), hospital personality variables have a significant relationship with patient satisfaction (p = 0.000, p < 0.368), hospital association variables have a significant relationship with patient satisfaction (p = 0.000, p < 0.431), hospital attitudes-behaviors variables have a significant relationship with patient satisfaction (p = 0.000, p < 0.492), benefits and advantages of hospital variables have a significant relationship with patient satisfaction (p = 0.000, p < 0.577).

Conclusion: There is a significant relationship between hospital image variables and patient satisfaction at Wiyung Sejahtera Hospital Surabaya.

References

Kementerian Kesehatan Republik Indonesia. Keputusan Mentri Kesehatan Republik Indonesia Nomor 1128. Standard Akreditasi Rumah Sakit. Jakarta Indonesia; 2022.

Mahfudhoh, Muslimin I. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Daerah Kota Cilegon. J Ilm Manaj Kesatuan. 2020;8(1):39–46.

Marzuq NH, Andriani H. Hubungan Service Quality terhadap Kepuasan Pasien di Fasilitas Pelayanan Kesehatan: Literature Review Naufal. J Pendidik Tambusai. 2022;6(2):13995–4008.

Indrasari M. Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press; 2019.

Tail MA, Wartiningsih M, Silitonga H. Gambaran Kepuasan Pasien Rawat Jalan RSUD X Berdasarkan Metode Servqual. Prominentia Med Journa. 2020;1(1):36–44.

Oktoriani EN, Hanafiah A, Alhabsyi T. Pengaruh Citra Rumah Sakit, Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pasien BPJS Rawat Inap. J Manaj Inf Kesehat Indones. 2023;11(1):80–5.

Andriani BI, Ma’ruf, Gemilang GS. Pengaruh Jaminan Rasa Aman dan Aksesibilitas Terhadap Minat Masyarakat Desa Bonder dalam Memilih Bank Syariah. J Akunt Dan Keuang Syariah - ALIANSI. 2023;6(2):14–24.

Budihardja L, Sitinjak T. Pengaruh Identitas Merek, Citra Merek, dan Kepercayaan Merek Terhadap Loyalitas pada Konsumen Sepatu Nike di Jakarta. J Manaj. 2022 May;11(2):1–8.

Karmita, Arman, Alwi MK. Pengaruh Brand Image Terhadap Keputusan Pasien Rawat Inap Untuk Memanfaatkan Pelayanan Kesehatan Di RS DR. Tadjuddin Chalid Makassar Tahun 2021. J Muslim Community Heal. 2021;2(2):40–57.

Yuliantini, Maemunah S, Anggiani S. Manajemen Pemasaran Jasa. Winarni D, editor. Purbalingga: Eureka Media Aksara; 2024. 1–23 p.

Pangerapan DT, Palandeng OELI, Rattu AJM. Hubungan Antara Mutu Pelayanan dengan Kepuasan Pasien di Poliklinik Penyakit Dalam Rumah Sakit Umum GMIM Pancaran Kasih Manado. J Kedokt Klin. 2018;2(1):9–18.

Pandiangan K, Masiyono, Atmogo YD. Faktor-Faktor yang Mempengaruhi Brand Equity: Brand Trust, Brand Image, Perceived Quality, & Brand Loyalty. Jrnal Ilmu Manaj Terap. 2021;2(4):471–84.

Nababan N, Mulyani K, Adhirajasa Reswara Sanjaya U, Abstrak B. Analisis Brand Equity Rsia Widaningsih Menurut Persepsi Pelanggan Rawat Jalan dan Inap. J Ilm Wahana Pendidik. 2024;10(12):628–41.

Ulfah NH. Brand Equity dan Loyalitas Pasien Terhadap Pelayanan Kesehatan di Indonesia. Malang: Wineka Media; 2019. 1–79 p.

Clara Viena W, Wartiningsih M, Ritunga I. Hubungan antara Brand Equity dengan Tingkat Kepuasan Pasien Rumah Sakit Wiyung Sejahtera Surabaya The Relationship between Brand Equity and Patient Satisfaction Level in Wiyung Sejahtera Hospital Surabaya. Vol. 16, JIKM. 2024.

Darta Lembayung R, Sentosa E. Pengaruh Citra Merek, Kesadaran Merek, Dan Kualitas Produk Terhadap Keputusan Pembelian Pada Produk 3second (Jakarta Pusat).

Akbar. Hubungan Komunikasi Terapeutik, Sikap Dan Kinerja Perawat Terhadap Kepuasan Pasien Di Ruang Perawatan Interna Rumah Sakit Umum Lasinrang Kabupaten Pinrang. Mult J Glob Multidiscip. 2023;1(4):486–95.

Nurlin S, A F, Mutmainnah. Hubungan Kualitas Pelayanan Kesehatan Dengan Kepuasan Pasien. J Ilm Mhs Penelit Keperawatan. 2022;2(2):280–7.

Wartiningsih M, Silitonga HTH, Ritunga I, Prayogo MC, Wijaya ED. Patient Satisfaction Improvement by Comprehensive Holistic Services at Public Health Centre X Surabaya. Kemas. 2022;18(2):164–73.

Wartiningsih M. The Influence of Human Resource Interactions on Loyalty with Patient Satisfaction as an Intervening Variable in Hospital X Surabaya. Public Heal Indones. 2024 Jan;10(1):1–9.