_.gif)
_.gif)
Building Patient Satisfaction based on the Quality of Health Services based on The Digital-Based Patient's Experience at the Dental and Oral Health Service Facility in West Java
Abstract
The health care industry in Indonesia continues to grow, but the health industry has a low level of resilience. This study aims to elaborate the relationship between digital patient experience, innovation, and patient satisfaction at dental health care facilities and in West Java. Data collection was carried out using a survey of 100 patients spread across West Java. Then, the data were analyzed using path analysis and regression. The results of the study reveal that there is an indirect effect between digital patient experience and patient satisfaction through innovation. Meanwhile, digital patient experience does not directly affect patient satisfaction. Novelty is obtained by testing and analyzing the relationship between innovation, digital patient experience, patient satisfaction in one model, as well as the use of health care facilities in West Java as a unit of research analysis.
Keywords
Full Text:
PDFReferences
Andaleeb, S.S. (2000), “Public and private hospitals in Bangladesh: service quality and predictors of hospital choice”, Health Policy and Planning, Vol. 15 No. 1, pp. 95-102.
Andaleeb, S.S. (2001), “Service quality perceptions and patient satisfaction: a study of hospitals in a developing country”, Social Science & Medicine, Vol. 52 No. 9, pp. 1359-1370.
Asia Pacific Observatory on Health Systems and Policies. (2017). The Republic of Indonesia Health System Review.
Al-Borie, H.M. and Sheikh Damanhouri, A.M. (2013), “Patients’ satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis”, International Journal of Health Care Quality Assurance, Vol. 26 No. 1, pp. 20-30. pp. 1-12.
Badan Pusat Statistik. (2020). Berita Resmi Statistsik 5 November 2020. Jakarta: Badan Pusat Statistik.
Bagdare, S., & Jain, R. (2013). Measuring retail customer experience. International Journal of Retail & Distribution Management, 41(10), 790–804. doi:10.1108/ijrdm-08-2012-0084
Betzing, J.H., Beverungen, D., Becker, J., et al.: Interactive Digital Customer Experience in High Street Retailing. HMD Prax. der Wirtschaftsinformatik. 54, 659–671 (2017)
Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. The Journal of Marketing,53(2), 92–98. Retrieved from http://doi.org/10.1007/s10869-005-4526-2
Bowen, J.T., Chen McCain, S.L. (2015). Transitioning loyalty programs: a commentary on “the relationship between customer loyalty and customer satisfaction”. Int. J. Contemp. Hosp. Manag. 27 (3), 415–430.
Buttle, F. (2009). Customer Relationship Management: Concepts and Technologies, 2nd ed., Elsevier Linacre House, Jordan Hill.
Catlin, T., Scanlan, J., & Wilmott, P. (2015). Raising your digital quotient. Article of McKinsey & Company. Retrieved from http://www. mckinsey.com/business-functions/strategy-and- corporate-finance/our-insights/raising-your- digital-quotient.
Chen, S.C. (2012). The customer satisfaction–loyalty relation in an interactive e-service setting: the mediators. J. Retail. Consum. Serv. 19 (2), 202–210.
Chomeya R (2010) Quality of psychology test between Likert scale 5 and 6 points. Journal of Social Sciences, 6(3), 399-403. http://doi.org/10.3844/jssp.2010.399.403
Cummins R, Gullone E (2000) Why we should not use 5-point Likert scales: The case for subjective quality of life measurement. In: Proceeding of the 2nd international conference on quality of life in cities, Singapore, 8-10 March 2000 (pp. 74-93).
Cuevas-Vargas, H., Parga-Montoya, N., & Fernández-Escobedo, R. (2019). Effects of entrepreneurial orientation on business performance: The mediating role of customer satisfaction—A formative–Reflective model analysis. SAGE Open, 9(2), 2158244019859088.
Danarahmanto, P. A., Primiana, I., Azis, Y., & Kaltum, U. (2020). The sustainable performance of the digital start-up company based on customer participation, innovation, and business model. Business: Theory and Practice, 21(1), 115-124.
De-Keyser, D. (2015). “Towards the ‘perfect’ customer experience”, Journal of Brand Management, Vol. 15 No. 2, pp. 89-101.
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty. International Journal of Quality & Reliability Management
Fawcett, A. M., Fawcett, S. E., Cooper, B. M., & Daynes, K. S. (2014). Moments of angst: A critical incident approach to designing customer- experience value systems. Benchmarking: An International Journal, 21(3), 450-480.
Ismail, et al. (2019). The Community Perceptions of Poverty in Gampong Ayon, Seulimeum Sub-district, Aceh Besar Regency (Research Results on March 2017). Budapest International Research and Critics Institute-Journal (BIRCI-Journal). P. 270-275.
Irfan, S.M. and Ijaz, A. (2011). “Comparison of service quality between private and public hospitals: empirical evidences from Pakistan”, Journal of Quality and Technology Management, Vol. 7 No. 1, pp. 1-22.
Jeon, J. (2015). The strengths and limitations of the statistical modeling of complex social phenomenon: Focusing on SEM, path analysis, or multiple regression models. International Journal of Economics and Management Engineering, 9(5), 1634-1642.
Kementerian Kesehatan Republik Indonesia. (2018). Laporan Nasional Riset Kesehatan Dasar Indonesia 2018. Jakarta: Kementerian Republik Kesehatan.
Kilbourne, W. E., Duffy, J. A., Duffy, M., & Giarchi, G. (2004). The applicability of SERVQUAL in cross-national measurements of health-care quality. Journal of Services Marketing, 18(7), 524–533. Retrieved from http://doi. org/10.1108/08876040410561857
Kruse, C. S., Krowski, N., Rodriguez, B., Tran, L., Vela, J., & Brooks, M. (2017). Telehealth and patient satisfaction: a systematic review and narrative analysis. BMJ open, 7(8), e016242.
Kumar, V., Pozza, I.D., Ganesh, J. (2013). Revisiting the satisfaction–loyalty relationship: empirical generalizations and directions for future research. J. Retail. 89 (3), 246–262
Murphy, L., Moscardo, G., Benckendorff, P., & Pearce, P. (2011). Evaluating tourist satisfaction with the retail experience in a typical tourist shopping village. Journal of retailing and Consumer Services, 18(4), 302-310.
Naresh K. Malhotra. (2010). Introduction: Analyzing Accumulated Knowledge and Influencing future Research, in Naresh K. Malhotra (ed.) Review of Marketing Research (Review of Marketing Research, Volume 7) Emerald Group Publishing Limited, pp.xiii – xxviii.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (McGraw-Hill Series in Psychology).
Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48(3), 543-564.
U.S Breau of Labor. (2016). Entrepreneurship and the U.S. Economy. Diakses melalui: https://www.bls.gov/bdm/entrepreneurship/entrepreneurship.htm. Pada tanggal 30 Mei 2021.
Shabbir, A., Malik, S.A. and Malik, S.A. (2016), “Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan”, International Journal of Quality & Reliability Management, Vol. 33 No. 5, pp. 538-557.
Suchánek, P., Richter, J., & Králová, M. (2015). Customer satisfaction, product quality and performance of companies. Review of economic perspectives, 14(4), 329-344.
Statista. (2020). Percentage of respondents worldwide who were satisfied with their country's national health system as of 2019, by country. Diakses melalui: https://www.statista.com/statistics/1109036/satisfaction-health-system-worldwide-by-country/. Pada tanggal 30 Mei 2021.
Upadhyai, R., Jain, A. K., Roy, H., & Pant, V. (2019). A review of healthcare service quality dimensions and their measurement. Journal of Health Management, 21(1), 102-127.
Wang, J. N., Du, J., Chiu, Y. L., & Li, J. (2018). Dynamic effects of customer experience levels on durable product satisfaction: price and popularity moderation. Electronic Commerce Research and Applica-tions, 28, 16
Williams, P., & Naumann, E. (2011). Customer satisfaction and business performance: a firm‐level analysis. Journal of services marketing.
DOI: https://doi.org/10.33258/birci.v4i4.3373
Article Metrics
Abstract view : 131 timesPDF - 24 times
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.