RUMAH SAKIT SEBAGAI PRODUK JASA: INTEGRASI KARAKTERISTIK JASA, KUALITAS PELAYANAN, DAN PENCIPTAAN NILAI BAGI PASIEN
DOI:
https://doi.org/10.58268/eb.v5i2.332Kata Kunci:
Hospital; Service Product; Service Quality; Patient Experience; Patient Satisfaction; Value Co-creationAbstrak
Rumah sakit merupakan organisasi pelayanan kesehatan yang menghasilkan nilai terutama melalui proses pelayanan, interaksi profesional, pengalaman pasien, dan luaran kesehatan. Artikel ini bertujuan menganalisis rumah sakit sebagai produk jasa dengan mengintegrasikan karakteristik jasa, kualitas pelayanan, pengalaman dan kepuasan pasien, nilai yang dirasakan, serta penciptaan nilai bersama. Kajian menggunakan narrative literature review terhadap publikasi ilmiah periode 2021–2026 yang relevan dengan tema tersebut. Hasil sintesis menunjukkan bahwa sifat jasa yang tidak berwujud, tidak terpisahkan antara produksi dan konsumsi, bervariasi, serta tidak dapat disimpan memengaruhi pengelolaan kapasitas, standardisasi proses, interaksi tenaga kesehatan, dan bukti fisik pelayanan. Kualitas pelayanan rumah sakit dibentuk oleh keandalan, daya tanggap, jaminan, empati, aspek fisik, kualitas proses, komunikasi, lingkungan pelayanan, dan keterlibatan pasien. Literatur juga menunjukkan keterkaitan kualitas pelayanan dengan pengalaman pasien, nilai yang dirasakan, kepuasan, niat kunjungan kembali, dan rekomendasi. Disimpulkan bahwa rumah sakit perlu dikelola sebagai sistem jasa terintegrasi yang menyelaraskan mutu klinis, pengalaman pasien, kapabilitas sumber daya manusia, layanan digital, dan penciptaan nilai bersama secara berkelanjutan.Referensi
Almadana, A. V., Suharnomo, S., & Perdhana, M. S. (2025). Understanding hospital quality: Empirical insights from patients' perspectives in the growing hospital sector. Journal of Health Organization and Management. https://doi.org/10.1177/09514848251361317
Cahyo, D., Kurniawan, A., Iswati, I., & Erindia, F. (2025). Analysis of health service quality and its association with patient satisfaction in hospital: A cross-sectional study. Lentera Perawat, 6(4), 722–730. https://doi.org/10.52235/lp.v6i4.589
Godovykh, M., & Pizam, A. (2023). Measuring patient experience in healthcare. International Journal of Hospitality Management, 112, 103405. https://doi.org/10.1016/j.ijhm.2022.103405
Kurnia, C. P., Charoline, C., Ginting, A. B., Beradona, B., Rasta, A. S., & Rohendi, A. (2026). Hospitals as service products: Service quality and patient satisfaction. Research of Service Administration Health and Sains Healthys. https://doi.org/10.58258/nghtnb25
Marzo, R. R., Bhattacharya, S., Ujang, N. B., Naing, T. W., Fei, A. T. H., Chun, C. K., Ting, C. P. X., Rajah, P. A. P., & Shanmuganathan, K. A. (2021). The impact of service quality provided by health-care centers and physicians on patient satisfaction. Journal of Education and Health Promotion, 10, 160. https://doi.org/10.4103/jehp.jehp_979_20
Noviyani, A., & Viwattanakulvanid, P. (2024). Exploring patients’ perspectives on healthcare service quality in outpatient settings at a public hospital in Palembang, Indonesia: A qualitative study. Belitung Nursing Journal, 10(6), 703–711. https://doi.org/10.33546/bnj.3594
Noviyani, A., & Viwattanakulvanid, P. (2025). Service quality as a driver of perceived value satisfaction and revisit intention in Indonesia. Scientific Reports, 15, 43363. https://doi.org/10.1038/s41598-025-29414-3
Palupi, I., & Rosa, E. M. (2025). The analysis study of the impact of service quality to patient satisfaction in regional general hospital in Indonesia: A comprehensive systematic. Journal of Public Health and Development, 23(3), 24. https://doi.org/10.55131/jphd/2025/230324
Park, H. N., Park, D. J., Han, S. Y., Tae, J. Y., Jung, K.-H., Bae, E. J., & Yoon, J. Y. (2022). Effect of inpatient experiences on patient satisfaction and the willingness to recommend a hospital: The mediating role of patient satisfaction. Health Services Research, 5(6), e925. https://doi.org/10.1002/hsr2.925
Qiu, Y., Xiao, C., & Li, J. (2024). Service quality evaluation of county-level public hospitals in Chongqing under smart healthcare. BMC Health Services Research, 24, 1492. https://doi.org/10.1186/s12913-024-11976-z
Radu, F., Radu, V., Turkeș, M. C., Ivan, O. R., & Tăbîrcă, A. I. (2022). A research of service quality perceptions and patient satisfaction: Case study of public hospitals in Romania. International Journal of Health Planning and Management, 37(2), 1018–1048. https://doi.org/10.1002/hpm.3375
Rauf, A., & Muhammad, N. (2025). Healthcare service quality: A systematic review based on PRISMA guidelines. International Journal of Quality & Reliability Management, 42(3), 837–850. https://doi.org/10.1108/IJQRM-12-2023-0403
Shin, J. W., & Choi, B. R. (2023). Effect of patient-related factors on hospitalization service satisfaction and recommendation intention of medical institutions in Korea. BMC Health Services Research, 23, 716. https://doi.org/10.1186/s12913-023-09754-4
Soules, K. J., Soules, K. M., Parker, J., Hong, J., & Cao, J. T. (2022). Satisfaction in clinics and hospitals: Does context matter? Journal of Marketing Theory and Practice, 30(3), 312–324. https://doi.org/10.1080/10696679.2021.1945935
Suwardi, S., Festi, P., & Mockhlas, M. (2026). Analysis of the effect of service quality dimensions on patient satisfaction with empathy as a dominant factor at Al-Irsyad Hospital Surabaya in 2025. Global Journal of Health Administration.
Trisutrisno, I. (2025). Effect of service quality on inpatient satisfaction at Cibinong Regional General Hospital. Jurnal Ilmiah Kesehatan Sandi Husada, 14(2), 471–479. https://doi.org/10.35816/jiksh.v14i2.293
Vickery, S. K., et al. (2025). A model of hospital patient engagement for value co-creation: Does it affect performance? A U.S. hospital industry study. Journal of Operations Management. https://doi.org/10.1002/joom.70019
Zehra, S., Ranjan, J., & Shukla, M. (2025). Service quality in healthcare: Understanding the relationship between patient experience and healthcare outcomes. International Journal of Health Care Quality Assurance, 38(4), 233–250. https://doi.org/10.1108/IJHCQA-09-2024-0090
Zevanya, R. P., Sari, C. E. N., Crisman, R., Batubara, M. R., & Nasution, D. (2025). Comparative analysis of the Customer Satisfaction Index and Service Quality methods in measuring BPJS patient satisfaction at Royal Prima Hospital. Jusikom: Jurnal Sistem Informasi Ilmu Komputer, 8(2). https://doi.org/10.34012/jurnalsisteminformasidanilmukomputer.v8i2.6508
Unduhan
Diterbitkan
Terbitan
Bagian
Lisensi
Hak Cipta (c) 2026 Albertus Dimas Aji Putra, Andi Yunita Himawan, Muhammad Rifqi Al-Azim, Saleh Muhammad Drehem, Widya Ayu Shantika, A. Rohendi
Artikel ini berlisensi Creative Commons Attribution 4.0 International License.
