THE SERVICE PROFIT CHAIN DALAM ORGANISASI RUMAH SAKIT: SYSTEMATIC LITERATURE REVIEW TENTANG HUBUNGAN KEPUASAN KARYAWAN, KUALITAS PELAYANAN, DAN LOYALITAS PASIEN
DOI:
https://doi.org/10.58268/eb.v5i2.334Kata Kunci:
employee satisfaction; hospital; patient loyalty; service profit chain; service quality;, Employee Satisfaction; Hospital; Patient Loyalty; Service Profit Chain; Service QualityAbstrak
The Service Profit Chain (SPC) menjelaskan hubungan berurutan dari kualitas layanan internal, kepuasan karyawan, nilai layanan, kepuasan dan loyalitas pelanggan, hingga kinerja organisasi. Pada rumah sakit, bukti setiap mata rantai belum dipetakan secara terpadu. Mensintesis bukti empiris mengenai hubungan kepuasan karyawan, kualitas pelayanan, kepuasan pasien, dan loyalitas pasien dalam kerangka SPC. Systematic literature review mengikuti PRISMA 2020. Penelusuran dilakukan pada 21 September 2026 menggunakan 34 kueri pada sumber web terindeks. Sebanyak 37 laporan masuk sintesis, terdiri atas 31 studi empiris, 5 tinjauan sistematis/meta-analisis, dan 1 analisis konseptual. Studi empiris dinilai menggunakan tiga kriteria yang diadaptasi dari MMAT 2018 dan disintesis secara naratif. Asia menyumbang 74,2% studi empiris, tetapi hanya 3 dari 23 studi Asia (13,0%) yang memuat sisi karyawan. Tidak ada studi yang mengukur seluruh komponen SPC. Kualitas pelayanan berhubungan positif dengan kepuasan pasien pada 15 studi dan kepuasan pasien dengan loyalitas pada 14 studi. Hubungan sisi karyawan dengan hasil pasien positif pada 7 studi, tetapi ukuran hasil berbeda. Hubungan loyalitas dengan kinerja organisasi hanya diteliti pada 3 studi dan hasilnya tidak seragam. Bukti SPC paling konsisten pada sisi pasien, sedangkan mata rantai internal dan hubungan dengan kinerja organisasi masih terbatas. Adaptasi SPC untuk rumah sakit perlu memasukkan kepercayaan sebagai mediator, kesejahteraan karyawan sebagai konstruk internal, moderator konteks, serta hubungan umpan balik antara kinerja dan investasi internal.
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Hak Cipta (c) 2026 Lana Asfaradilla, Febryanti Febryanti, Retno Sulistianingsih, Dana Rizky Afina Rahma, Hanna Maria Binsyowi Ondi, Eveline Hongo, Acep Rohendi
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