THE INFLUENCE OF PRODUCT, PRICE, PLACE, PROMOTION, PEOPLE, PROCESS AND PHYSICAL EVIDENCE ON GENERAL PATIENT SATISFACTION IN THE INPATIENT UNIT OF THE ELIM HOSPITAL IN RANTEPAO, NORTH TORAJA REGENCY
DOI:
https://doi.org/10.46799/ijssr.v4i7.865Keywords:
product, price, place, promotion, people, process and physical evidence, patient satisfactionAbstract
This study aims to analyze the influence of product, price, place, promotion, people, process and physical evidence on general patient satisfaction in the inpatient unit of Elim Rantepao Hospital, North Toraja Regency. The population of this study is 15,798 general patients, of which 375 were taken as samples. The results of the analysis showed that there was a significant influence of the dimensions of Product, Price, Place, Promotion, People, Process, and Physical Evidence on General Patient Satisfaction in the Inpatient Unit of the hospital. The analysis also showed that the 7P Marketing Mix variable of the people dimension had the most influence on patient satisfaction at the hospital with an Exp value (3,395). The chi square p-value test of 0.747 0.05 was used to test the significance value of the dimension of Place on the overall satisfaction of general patients. This study is expected to provide benefits and can provide input from hospitals to improve the quality of hospital services and marketing.
References
Armstrong, G., Adam, S., Denize, S., & Kotler, P. (2014). Principles of marketing. Pearson Australia.
Desi Natalia Marpaung, Ernawaty Diansanto Prayoga, & Syifa’ul Lailiyah. (2021). Literatur review: Implementasi Bauran Pemasaran 7P Terhadap Tingkat Kepuasan Pasien Di Rumah Sakit. VISIKES.
Dewi, R. (2017). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien Pengguna Bpjs Dengan Kepuasan Pasien Sebagai Variabel Intervening. Jurnal Manajemen Dayasaing, 18(2), 146. https://doi.org/10.23917/dayasaing.v18i2.4511
Farley, D. E., & Hogan, C. (1990). Case-mix specialization in the market for hospital services. Health Services Research, 25(5).
Firsty Octaviana, Fridawaty Rivai, Syahrir A.Pasinringi, Andi Indahwaty Sidin, Wahidyddin, & Syamsuddin. (2022). ANALISIS PENGARUH CUSTOMER PERCEIVED VALUE DAN MARKETING MIX TERHADAP KEPUASAN PASIEN UMUM PADA INSTALASI RAWAT INAP RUMAH SAKIT GRESTELINA MAKASSAR.
Imelda, Nahrisah, & Ezzah. (2015). Analisis Tingkat Mutu Pelayanan Rawat Inap Dalam Upaya Peningkatan Kepuasan Pasien Di Rsup Adam Malik Medan (Studi Perbandingan Antara Pasien Umum Dan Pasien Bpjs). Peningkatan Kepuasan Pasien Di Rsup Adam Malik Medan ( Studi Perbandingan Antara Pasien Umum Dan Pasien BPJS ), 3(3), 1–43.
Indah Zil Arsy S, H. A. (2008). Indah Zil Arsy S, H. A. (2008). PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN UMUM RSUD SUNGAI DAREH DENGAN KEPUASAAN PASIEN SEBAGAI VARIABEL INTERVENING. Manajemen Pemasaran, 49(1), 11. https://www.bertelsmann-stiftung.de/fileadmin/files/BSt/Publ. Manajemen Pemasaran, 49(1), 11.
Jaspar. (2015). Analisis Hubungan Bauran Pemasaran Terhadap Loyalitas Pasien Di Unit Pelayanan Rawat Jalan Rumah Sakit Kartini Tahun 2018. Jurnal Manajemen Rumah Sakit, 2(2), 1–24.
Kotler, P. (2005). Manajemen Pemasaran. PT. Indeks.
Kotler, P., & Keller, K. L. (2016). A framework for marketing management. Pearson Boston, MA.
Kurniasih, A. M., Girsang, E., Lestari, S., Nasution, R., & Khu, A. (2020). Analysis of the Influence of Marketing Mix Strategy on Patient Satisfaction in Bhayangkara Hospital TK II Medan 2020. International Journal of Research and Review (Ijrrjournal.Com), 7, 12.
Lailatul Maghfiroh. (2017). PENGARUH BRAND IMAGE, CUSTOMER PERCEIVED VALUE, DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN PASIEN. Jurnal Penelitian Kesehatan Suara Forikes --------------------- Volume VIII Nomor 4, Oktober 2017 ISSN 2086-3098 (p) -- ISSN 2502-7778 (e), VIII.
Mene Paradilla, Maidin, A., Rivai, F., & Sidin, I. (2021). The Influence of Brand Image, Marketing Mix and Satisfaction Towards Loyalty of General Patients at.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Rizal, R., Suardi, M., & Yulihasri, Y. (2017). Pengaruh Kualitas Pelayanan dan Kepuasan Pasien Peserta BPJS Kesehatan sebagai Mediasi terhadap Loyalitas Pasien. Jurnal Sains Farmasi & Klinis, 3(2), 108. https://doi.org/10.29208/jsfk.2017.3.2.112
Roslinda Sagala. (2022). ANALISIS DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS MANDIRI RAWAT JALAN PADA RUMAH SAKIT BINA KASIH MEDAN. JURNAL MANAJEMEN DAN BISNIS (JMB), 22.
Shaw, C. and Ivins, J. (2002). Building Great Customer Experiences. Palgrave.
Thynn, T., Kyaw, M., & Htoo, Z. (2020). AUGUST, 2023 MARKETING MIX ON PATIENT SATISFACTION AND LOYALTY AT MA HAR MYAING HOSPITAL.
Totok Sudarto. (2011). ANALISIS PENGARUH BAURAN PEMASARAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT KELAS VIP (Studi Kasus Pasien di Kota Jember). Balance Economics, Bussiness, Management and Accounting Journal No. 14/Th.VII/Jan /2011 Published by Faculty of Economic Muhammadiyah Surabaya ISSN 1693-9352, 4.
Vigaretha, G., & Handayani, O. W. K. (2018). Peran Kepuasan Pasien sebagai Variabel Mediasi Pengaruh Mutu Pelayanan terhadap Loyalitas Pasien. HIGEIA (Journal of Public Health Research and Development), 2(4). https://doi.org/10.15294/higeia.v2i4.23893
Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S., & Arab, M. (2015). An empirical study of the impact of service quality on patient satisfaction in private hospitals, Iran. Global Journal of Health Science, 7(1), 1–9. https://doi.org/10.5539/gjhs.v7n1p1
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Adrian Benedict Wijaya, Laura Lahindah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
