Analisis Tingkat Kepuasan Pasien Memutuskan Menggunakan Jasa Klinik Eva Wound Care Rantauprapat
DOI:
https://doi.org/10.55606/optimal.v5i1.5944Keywords:
Communication style, Word Of Mouth, Location, Patient Satisfaction and Purchase IntentAbstract
The purpose of this study was to identify some significant influences of communication, word-of-mouth, and location on patient pain, as well as patient pain that worsens over time when using the Eva Wound Care Rantauprapat clinic. The data collection method used by presenting a questionnaire to 200 respondents is to use the latest data collection tool with 5 variables and 19 indicators, with a span of six weeks in 2023. The sampling technique uses purposive sampling, while the data analysis technique uses the SmartPLS 4.0 software model. The findings of the study show that communication style has a significant impact on the patient's pain perception, Patient satisfaction is significantly influenced by word-of-mouth recommendations, location, and patient satisfaction in turn influences purchase intent significantly. Patient satisfaction is 0.960, and purchase intention is 0.612. This means that from the variables studied, communication style, word-of-mouth, and location contributed 96.0% to patient satisfaction and purchase intent, while other variables contributed 4.0%. The patient satisfaction variable accounted for 61.2% of the R-square for the purchase intent variable, with additional factors outside the scope of the study accounting for the remaining 38.8%.
References
Afifah, E., & Wajdi, M. F. (2020). Pengaruh kualitas pelayanan dan lokasi terhadap kepuasan pasien rawat jalan di Klinik MMC (Muhammadiyah Medical Center). http://eprints.ums.ac.id/id/eprint/83527%0Ahttp://eprints.ums.ac.id/83527/2/NASKAH PUBLIKASI.pdf
Al Mamun, A., Naznen, F., Yang, Q., Ali, M. H., & Hashim, N. M. H. N. (2023). Modelling the significance of celebrity endorsement and consumer interest on attitude, purchase intention, and willingness to pay a premium price for green skincare products. Heliyon, 9(6), e16765. https://doi.org/10.1016/j.heliyon.2023.e16765
Andriani, N. (2021). Word of Mouth Marketing Strategy by Consumer Satisfaction. International Journal of Management Research and Social Science, 8(2), 51–59. https://doi.org/10.30726/ijmrss/v8.i2.2021.82008
Annell, J., & Terman, F. (2017). What does it take to make them stay?: how place satisfaction relates to willingness to stay of the creative class. Kristianstad University.
Artanti, D. W. dan Y. (2021). Pengaruh Kualitas Layanan Terhadap Word Of Mouth Melalui Kepuasan Pasien Rsud Dr Soetomo Graha Amerta. Manajemen, Jurusan Ekonomi, Fakulta, 2(2). www.womma.com
Baan, R. R. S. (2020). Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap pada RS. Bahagia Makassar. Ekombis Sains: Jurnal Ekonomi, Keuangan Dan Bisnis, 5(1), 45–52. https://doi.org/10.24967/ekombis.v5i1.591
Bloom, N., & Reenen, J. Van. (2013). Gaya Komunikasi Islami Pimpinan Dalam Menarik Minat Masyarakat Menyekolahkan Anak Ke Dayah Misbahur Rasyad Aceh Tamiang. NBER Working Papers, XIII(2), 89. http://www.nber.org/papers/w16019
Bughin, J., Doogan, J., & Vetvik, O. J. (2010). A new way to measure word-of-mouth marketing. McKinsey Quarterly, 2, 113–116.
Buttle, F. A. (1998). Word of mouth: Understanding and managing referral marketing. Journal of Strategic Marketing, 6(3), 241–254. https://doi.org/10.1080/096525498346658
Che, N., Patwary Raihani, N., Nawi, A. K., Zulkifli, W. F. W., & Haque, M. M. N. C. N. (2023). Halal Healthcare Services: Patients’ Satisfaction and Word of Mouth Lesson from Islamic-Friendly Hospitals. Sustainability (Switzerland), 15(2), 1–17. https://doi.org/10.3390/su15021493
Dewi, A. R., Suryawati, C., Pawelas Arso, S., Masyarakat, M. K., & Masyarakat, K. (2023). Pengaruh Kualitas Pelayanan dan Citra Rumah Sakit terhadap Kepuasan Pasien di Indonesia: Literature Review The Effect of Service Quality and Hospital Image on Patient Satisfaction in Indonesia: Literature Review. 6(10), 1940–1949. https://doi.org/10.56338/mppki.v6i10.4075
Dewi, N. N. C., & Panuju, R. (2018). Pengaruh Iklim Komunikasi Dan Gaya Komunikasi Terhadap Kinerja Karyawan Di Sma Dwijendra Denpasar. PROMOSI (Jurnal Pendidikan Ekonomi), 6(2), 85–98. https://doi.org/10.24127/pro.v6i2.1695
Dyatmika, T. (2015). No Title. 01(01), 53–69.
Effendi, K. (2020). Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Di Uptd Puskesmas Mutiara Tahun 2019. Excellent Midwifery Journal, 3(2), 82–90. https://doi.org/10.55541/emj.v3i2.127
Fadhlan, M. H., Putri, K. Y. S., Negeri, U., Jalan, J., Raya, R. M., & Gadung, P. (2021). Pengaruh Gaya Komunikasi Akun Instagram Folkative Terhadap Online Engagement (Studi Kasus Mahasiswa Ilmu Komunikasi Universitas Negeri Jakarta Angkatan 2019). KOMUNIKOLOGI: Jurnal Ilmiah Ilmu Komunikasi, 18(01), 1. https://komunikologi.esaunggul.ac.id/index.php/KM/article/view/299
Fakhrudin, A., Yudianto, K., & Melly A.D, Y. S. (2021). Word of mouth marketing berpengaruh terhadap keputusan kuliah. Forum Ekonomi, 23(4), 648–657. https://doi.org/10.30872/jfor.v23i4.10111
Fanny Cris Jayanti, K. A. H. (2023). Peran lokasi, kelengkapan produk dan persepsi harga terhadap keputusan pembelian. 20(02).
Fitriani, W. R., Mulyono, A. B., Hidayanto, A. N., & Munajat, Q. (2020). Reviewer’s communication style in YouTube product-review videos: does it affect channel loyalty? Heliyon, 6(9), e04880. https://doi.org/10.1016/j.heliyon.2020.e04880
Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001
Khasanah, M. R. (2022). pengaruh gaya komunikasi, kualitas informasi dan makna pesan pada konten instagram reel terhadap minat beli konsumen. 01, 1–23.
Kim, J. K., Choi, I. Y., & Li, Q. (2021). Customer satisfaction of recommender system: Examining accuracy and diversity in several types of recommendation approaches. Sustainability (Switzerland), 13(11), 1–21. https://doi.org/10.3390/su13116165
Kismanto, J., & Murtopo, A. S. (2023). ANALISIS FAKTOR-FAKTOR KUALITAS PELAYANAN TERHADAP. 14(1), 106–116.
Kustiyah, E. (2014). Analisis kepuasan pasien rawat inap atas pelayanan rumah sakit umum kabupaten sragen.
Lau, T. (2017). The Effects of Shopping Orientations , Online Trust and Prior Online Purchase Experience toward Customers ’ Online Purchase Intention The Effects of Shopping Orientations , Online Trust and Prior Online Purchase Experience toward Customers ’ Online Purcha. February, 62–76. https://doi.org/10.5539/ibr.v3n3p63
Lestari, A. A., Yuliviona, R., & Liantifa, M. (2023). Pengaruh Lokasi, Fasilitas dan Kepuasan Wisatawan Terhadap Keputusan Berkunjung Kembali. Jurnal Ekobistek, 12(2), 587–592. https://doi.org/10.35134/ekobistek.v12i2.601
Lestari, W. P., Sunarto, S., & Kuntari, T. (2009). Analisa Faktor Penentu Tingkat Kepuasan Pasien Di Rumah Sakit Pku Muhammadiyah Bantul. Jurnal Kedokteran Dan Kesehatan Indonesia, 1(1), 21–37. https://doi.org/10.20885/jkki.vol1.iss1.art4
Liu, J., Jiang, H., & Wang, S. (2023). Physicians’ Online Writing Language Style and Patient Satisfaction: The Mediator of Depth of Physician–Patient Interactions. Healthcare (Switzerland), 11(11). https://doi.org/10.3390/healthcare11111569
Lukman Hadi, P., Prabowo, T., & Indah Yulitasari, B. (2020). Komunikasi Terapeutik Perawat Berhubungan dengan Tingkat Kepuasan Pasien di Puskesmas Dukun Magelang. Jurnal Ners Dan Kebidanan Indonesia, 1(1), 6. https://doi.org/10.21927/jnki.2013.1(1).6-11
Meutia, R., & Andiny, P. (2019). Pengaruh Kualitas Pelayanan Dan Lokasi Terhadap Kepuasan Pasien Puskesmas Langsa Lama. Niagawan, 8(2), 121. https://doi.org/10.24114/niaga.v8i2.14261
Muhammad Al Rajab, S. A. (2023). Pengaruh Mutu Pelayanan Terhadap Tingkat Kepuasan Pasien Rawat Jalan. Ilmiah Kesehatan, 18(1), 73–86.
Mulyanto, A. (2021). Pengaruh Komunikasi Dari Mulut Ke Mulut, Citra Perusahaan Dan Lokasi Perusahaan Terhadap Keputusan Pembelian Dengan Kepuasan Nasabah Sebagai Variabel Intervening. Jurnal Ilmu Manajemen (JIMMU), 6(1), 28–36. http://riset.unisma.ac.id/index.php/jimmu/article/view/9812
Mustika, H., & Buana, L. (2017). 1 1 , 2. 2(2), 30–37.
Naszariah, R., Naseri, N., Esa, M. M., Abas, N., & Zamratul, N. (2021). An Overview Of Online Purchase Intention Of Halal Cosmetic Product : A Perspective From Malaysia. 12(10), 7674–7681.
Naz, F. L., Shad, E., & Rehman, M. F. (2023). A Study of Teachers’ Approaches to Teaching at the University Level. Journal of Social Sciences Review, 3(1), 1–8. https://doi.org/10.54183/jssr.v3i1.114
Puspita, L., Sasmita, E. M., & Sari, B. (2020). Memilih Rsud Pasar Minggu. Ikra-Ith, 2(3), 64–73.
Putro, G., & Sari, P. K. (2010). Analisis Tingkat Kepuasan Pelanggan Poli Umum di Majapahit Medical Center (MMC) Lamongan. Media Litbang Kesehatan, XX(3), 131–139.
Qu, Y. (2020). Research on Word-of-Mouth Marketing Strategy of Internet Firm. Atlantis Press, 197(Icaset), 129–132. https://doi.org/10.2991/aer.k.201203.023
Rehamn and Sultana, 2011. (2023). Analisis Penyebab Ketidakpuasan Pasien Badan Penyelenggara Jaminan Sosial Poliklinik Di Rumah Sakit Tk. III Dr. Reksodiwiryo Padang. مجلة العربية, 2(5), 255. ???
Riko Junaidi, F. S. (2006). No Title. 1–13.
Rogahang, J. J. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Rumah Sakit Siloam Sonder. 2(7).
Sangkot, H. S., Latifah, U., Hastuti Suryandari, E. S. D., & Wijaya, A. (2022). Analisis Pengaruh Kepuasan Pasien Rawat Jalan Terhadap Minat Kunjungan Ulang Di Rs X Kota Madiun. Jurnal Manajemen Kesehatan Indonesia, 10(2), 141–147. https://doi.org/10.14710/jmki.10.2.2022.141-147
Sendgrid. (2023). The Best Word-of-Mouth Marketing Strategies in 2023 _ Twilio SendGrid.
Septayuda, H. G. & I. (2019). Kualitas Pelayanan dan Lokasi Pemasangan Iklan Media Outdoor dalam Meningkatkan Kepuasan Pelanggan. Seminar Hasil Penelitian FEB, 201–207.
Susanto, H. (2023). Pengaruh Harga Dan Lokasi Terhadap Keputusan Pembelian Pada Toko Murah Di Sampit. E-Jurnal Profit (Jurnal Penerapan Ilmu Manajemen Dan Kewirausahaan), 8(1), 1–10.
Tammes, P., Morris, R. W., Brangan, E., Checkland, K., England, H., Huntley, A., Lasserson, D., MacKichan, F., Salisbury, C., Wye, L., & Purdy, S. (2017). Exploring the relationship between general practice characteristics and attendance at Walk-in Centres, Minor Injuries Units and Emergency Departments in England 2009/10-2012/2013: A longitudinal study. BMC Health Services Research, 17(1), 1–12. https://doi.org/10.1186/s12913-017-2483-x
Unud, E. M. (2018). Pengaruh Sikap Dan Norma Subjektif Terhadap Niat Beli Dan Keputusan Pembelian. 7(3), 1452–1480.
Wijaya, Y. R., & Tjahjaningsih, E. (2022). Analisis Faktor Kepuasan Pelanggan Serta Dampaknya Pada Niat Beli Ulang. 15(3), 201–211.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 OPTIMAL Jurnal Ekonomi dan Manajemen
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
