THE RELATIONSHIP OF SERVICE QUALITY, TRUST, AND SATISFACTION OF MUSLIM PATIENTS IN ARAFAH ISLAMIC HOSPITAL JAMBI WITH ISLAMIC ECONOMIC APPROACH

RIDHWAN RIDHWAN, LUCKY ENGGRANI FITRI, RACHMAT HIDAYAT

Abstract


This study aimed to know the direct effect of service quality, on the satisfaction and trust of Muslim patients in Arafah Islamic hospital in Jambi city. The design of this study used a quantitative method with a survey approach to obtain primary data, namely by distributing questionnaires to 140 inpatients in Arafah Islamic hospital in Jambi city using the purposive sampling method. Then quantitative data was processed using Structural Equation Model (SEM) with the application of SmartPLS 3. The results of this study indicated that service quality has a significant effect on satisfaction and trust, as well as satisfaction has a significant effect on trust. This research was expected to make a practical contribution to management of Islamic hospital for an effort to increase patient satisfaction and trust.


Keywords


Hospital, Service Quality, Satisfaction, Trust

Full Text:

PDF

References


Agyapong, G.K. (2011). The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana). International Journal of Business and Management, 6(5), 203–210.

Antonio, M. S. (2010). Bank Syariah Dari Teori ke Praktik. Jakarta: Gema Insani.

Assauri, S. (2012). Strategic Marketing: Sustaining Lifetime Customer Value. Jakarta: Raja Grafindo Persada.

Bricci, L., Fragata, A., & Antunes, J. (2016). The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector. Journal of Economics, Business and Management, 4(2), 173–177.

Gerson, R. F. (2001). Mengukur Kepuasan Pelanggan. Jakarta: PPM.

Ghozali, I. (2011). Structural Equation Modeling Metode Alternatif dengan Partial Least Square. Semarang: Universitas Diponogoro.

Hafidhuddin, D., & Tanjung, H. (2003). Manajemen Syari’ah dalam Praktik. Jakarta: Gema Insani.

Haryanto, A. T, & Suranto, J. (2010). Pelayanan Kesehatan (Studi Rawat Inap di Pusat Kesehatan Masyarakat (Puskesmas), Kecamatan Baturetno Kabupaten Wonogiri), 3(22), 1–10.

Kotler, P. (2002). Marketing Management. New Jersey: Prentice-Hall, Inc.

Kotler, P., & Amstrong, G. (2007). Dasar-dasar Pemasaran. Jakarta: PT.Indeks.

Kusumasitta. (2014). Relevansi Dimensi Kualitas Pelayanan dan Kepuasan Pelanggan Bagi Pengunjung Museum di Taman Mini Indonesia Indah. Jurnal Manajemen dan Pemasaran Jasa, 7(1), 153–176.

Lewis, B. R. (1988). Customer Care in Service Organization. International Journal of Operations & Production Management, 8(3), 67–75.

Lovelock, C. (2013). Managing Service: Marketing, Operations and Human Resources. London: Prentice Hall International, Inc.

Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model Of Organizational Trust. Academy of Management Review, 20(3), 91–106.

Mowen, J. C., & Minor, M. (2001). Consumer Behavior: A Framework. New Jersey: Prentice Hall.

Muawanah, U. (2010). Praktik Corporate Governance dan Spritual Islami di Perbankan Syariah: Pendekatan Mixed Method. Universitas Brawijaya Malang.

Muninjaya. (2011). Manajemen Mutu Pelayanan Kesehatan. Jakarta: EGC.

Norhermaya, Y. A., & Soesanto, H. S. (2016). Analisis Pengaruh Kepuasan Pelanggan Terhadap Kepercayaan dan Loyalitas Pelanggan Untuk Meningkatkan Minat Beli Ulang (Studi pada Online Store lazada.co.id). Diponegoro Journal of Management, 5(2007), 1–13.

Othman, A., & Owen, L. (2001). Adopting and Measuring Customer Service Quality (Sq) In Islamic Banks: A Case Study In Kuwait Finance House. International Journal of Islamic Financial Services, 3(1), 1–26.

Othman, A., & Owen, L. (2001). The Multi Dimensionality of Carter Model to Measure Customer Service Quality (SQ) in Islamic Banking Industry: A Study in Kuwait Finance House. International Journal of Islamic Financial Services, 3(4).

Parasuraman, A., Zeithaml, V., & Berry, L. (1985). Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing, 49(4), 41–50.

Qardahawi, S. Y. (1997). Pesan Nilai dan Moral dalam Perekonomian Islam. Jakarta: Robbani Press.

Rapert, M. I., & Wren, B. M. (1998). Service Quality as a Competitive Opportunity. Journal of Services Marketing, 12(3), 223–235.

Saragih, R. (2019). Pasien BPJS Kesehatan di Jambi Sulit Dapatkan Rawat Inap. Retrieved February 15, 2019, from https://www.beritasatu.com/nasional/531442-pasien-bpjs-kesehatan-di-jambi-sulit-dapatkan-rawat-inap.html

Sekaran, U., & Bougie, R. (2016). Research Methods For Business: A Skill Building Approach. New Jersey: John Wiley & Sons.

Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R & D. Bandung: CV. Alfabeta.

Suseno, G., & Muthohar, M. (2018). The Effect of Service Quality to Customer Satisfaction and Loyalty in Sharia Bank. In 15th International Symposium on Management (INSYMA 2018), 186, 186–190.

Thaha, M. (2010). Perilaku Organisasi. Jakarta: Raja Grafindo Persada.

Tjiptono, F. (2014). Manajemen Pemasaran Jasa. Yogyakarta: Andi.

Tjiptono, F., & Chandra, G. (2011). Service, Quality & Satisfaction. Jakarta: Andi Publisher.

Torres Moraga, E., Barra, C., Vásquez-Parraga, A., & Farías Landabur, A. (2013). The Effects of Service Quality on Customer Trust and Satisfaction in Internet Banking. Estudios de Administración, 20(1), 1–36.

Unidha, M. (2017). The Effect of Service Quality on Trust and Loyalty for Giant Customers in Malang City. Arabian Journal of Business and Management Review, 7(5), 1–5.

Wahab, W. (2017). Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Industri Perbankan Syariah di Kota Pekanbaru. Maqdis: Jurnal Kajian Ekonomi Islam, 2(1), 51-66.

Wang, Y. D., & Emurian, H. H. (2005). An Overview of Online Trust: Concept, Element, and Implications. Computers in Human Behaviour, 21(1), 105–125.

Waworuntu, B. (1997). Dasar-Dasar Keterampilan Abdi Negara Melayani Masyarakat. Jakarta: Gramedia Pustaka Utama.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46.

Zeithaml, V. A., & Bitner, M. J. (2000). Services Marketing: Integrating Customer Focus Across The Firm. New York: McGraw-Hill Inc.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services Marketing Integrating Customer Focus Across the Firm. New York: McGraw-Hill Education.

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (2009). Delivering Quality Service. New York: The Free Press.




DOI: http://dx.doi.org/10.15548/jebi.v4i2.248

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

                               

View My Stats