Mata Kuliah Manajemen Mutu

PATIENT SATISFACTION
AND PATIENT LOYALTY

INGE DHAMANTI, PHD

OUTLINE
01 DEFINISI PATIENT SATISFACTION

02 FAKTOR YANG MEMPENGARUHI

PATIENT SATISFACTION

03 DEFINISI PATIENT LOYALTY

FAKTOR YANG MEMPENGARUHI

04 PATIENT LOYALTY

05 CONTOH KASUS – AIRLANGGA E-LEARNING

PATIENT SATISFACTION
DEFINITION
v Kepuasan konsumen adalah respons konsumen terhadap
evaluasi perbedaan yang dirasakan antara harapan sebelumnya
dan kinerja aktual dari produk atau layanan setelahnya konsumsi
v Kepuasan konsumen terjadi ketika kinerja produk atau layanan melebihi
harapan.
v Kepuasan adalah pikiran konsumen pasca-pembelian yang mencerminkan
seberapa besar konsumen menyukai atau tidak menyukai layanan setelah
mengalami.
v There are two conceptualizations of consumer satisfaction:
a. transaction-specific satisfaction
b. cumulative satisfaction

Meesala A, Paul J. Service quality, consumer satisfaction and loyalty in hospitals: Thinking
for the future. Journal of Retailing and Consumer Services. 2018 Jan 1;40:261-9.
DEFINITION
v Patient satisfaction is a summation of all the patient’s
experiences in the hospital (Irwin, 2005).
v Patient satisfaction is an important and commonly used
indicator for measuring the quality in health care.
v Kenapa patient satisfaction penting?
v Service quality or clinical/technical quality?
v Patient satisfaction affects clinical outcomes, patient
retention, and medical malpractice claims.
v It affects the timely, efficient, and patient-centered delivery of
quality health care.
 QUALITY OF CARE DIMENSIONS
STEEEP - INTITUTE OF MEDICINE

SAFE
TIMELY

PATIENT-
CENTERED QUALITY EFFECTIVE

EQUITABLE EFFICIENT
 HEALTH CARE QUALITY
IN CUSTOMER TERMS
Donald Berwick, MD (2005);
president of the Institute for Healthcare Improvement (IHI)

Don’t kill me

Don’t waste
resources

Do help me and
don’t hurt me

Don’t keep me
waiting
Don’t make me
feel helpless
Ahenkan A, Aduo-Adjei K. Predictors of patient satisfaction with quality of healthcare in university
hospitals in Ghana. Hospital Practices and Research. 2017 Feb 1;2(1):9-14.
Ahenkan A, Aduo-Adjei K. Predictors of patient satisfaction with quality of healthcare in university
hospitals in Ghana. Hospital Practices and Research. 2017 Feb 1;2(1):9-14.
Meesala A, Paul J. Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future.
Journal of Retailing and Consumer Services. 2018 Jan 1;40:261-9.
PATIENT LOYALTY
 PATIENT LOYALTY

Merupakan perilaku konsumen, dibangun di atas

pengalaman dan nilai positif yang mengarah pada
pembelian produk, bahkan ketika pembelian tersebut
mungkin bukan keputusan yang paling rasional

Memperoleh pelanggan baru adalah lima kali lebih

mahal daripada mempertahankan yang sudah ada.

Srivastava M, Rai AK. Mechanics of engendering customer loyalty: A conceptual framework.

IIMB management review. 2018 Sep 1;30(3):207-18.
 PATIENT LOYALTY
1. Saya lebih suka menggunakan layanan rumah sakit
ini karena saya puas dan merasa kenal dengan rumah
sakit.
2. Saya akan menggunakan rumah sakit ini meskipun
ada tawaran dari pesaing.
3. Saya lebih suka menggunakan produk dan layanan
tambahan (seperti spesialis, saran, perawatan,
diagnosis dan medis lainnya layanan) di rumah sakit ini.
4. Saya lebih suka rumah sakit ini daripada yang lain

Meesala A, Paul J. Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future.
Journal of Retailing and Consumer Services. 2018 Jan 1;40:261-9.
Figure 1. The Plan-Do-Study-
Act Cycle (PDSA), is a four-
step problem-solving model
commonly used in many
different private and public
organizations to improve a
process or carry out
change.

The Iowa Department of Public Health Uses Quality Improvement Tools to Improve
Programs. https://www.astho.org/
Any Question?