Kualitas Layanan dan Citra Perusahaan Terhadap Kepuasan Pengguna Jasa Pelayanan Kesehatan RS Hermina Semarang
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Oct 22, 2025
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Abstract
ABSTRACT
The increasingly competitive health service competition requires hospitals to continue to improve the quality of service and strengthen the image of the institution in order to maintain patient satisfaction. This study aims to analyze the effect of service quality and corporate image on user satisfaction at Hermina Pandanaran Hospital, Semarang. This study uses a quantitative approach with 180 patients selected through purposive sampling techniques. Data collection was carried out through questionnaires, and data analysis used multiple linear regression with the help of SPSS version 23. The results of the study indicate that service quality and corporate image have a positive and significant effect on patient satisfaction. The dimensions of service quality assessed include reliability, empathy, assurance, and accessibility, while corporate image includes the values and personality of the institution. The average value of respondents shows a good perception of the hospital's service and reputation. This study concludes that consistent improvement in service quality and positive corporate image are key factors in creating patient loyalty and satisfaction. These findings can be a strategic basis for hospital management in improving services and maintaining public trust. ii.
Keywords: service quality, corporate image, patient satisfaction, hospital
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
LPPM Politeknik Piksi Ganesha Indonesia
How to Cite
amalia, R., & Putra, H. B. (2025). Kualitas Layanan dan Citra Perusahaan Terhadap Kepuasan Pengguna Jasa Pelayanan Kesehatan RS Hermina Semarang. Jurnal E-Bis, 9(2), 965-977. https://doi.org/10.37339/e-bis.v9i2.2577
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Aladwan, M. A., Anuar, M. M., Aladwan, R. M., & Salleh, H. S. (2024). The Effect of Service Quality, Patient Trust and Hospital Reputation on Patient Satisfaction in Jordanian Public Hospital. WSEAS Transactions on Business and Economics, 21, 410–426. https://doi.org/10.37394/23207.2024.21.36
Biaya, H., Sakit, R., Dan, K. P., Arsita, R., Idris, H., & Kebijakan, D. (2019). sebagai berikut : 10(2), 132–138.
Borishade, T. T., Ogunnaike, O. O., Salau, O., Motilewa, B. D., & Dirisu, J. I. (2021). Assessing the relationship among service quality, student satisfaction and loyalty: the NIGERIAN higher education experience. Heliyon, 7(7). https://doi.org/10.1016/j.heliyon.2021.e07590
Budiarno, Udayana, I. B. N., & Lukitaningsih, A. (2022). Equilibrium: Jurnal Penelitian Pendidikan dan Ekonomi Pengaruh Kualitas Layanan, Kualitas Produk Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan. Jurnal Penelitian Pendidikan Dan Ekonomi, 19(2), 226–233. https://journal.uniku.ac.id/index.php/Equilibrium
Cham, T. H., Lim, N. M., Chiek, N., Guan, A., Tay, M., Akuntansi, F., Abdul, T., & Utar, R. (2016). gambar dan hubungan dengan turis medis niat perilaku.
Cham, T. H., Lim, Y. M., Aik, N. C., & Tay, A. G. M. (2016). Antecedents of hospital brand image and the relationships with medical tourist’ behavioral intention. International Journal of Pharmaceutical and Healthcare Marketing, 10(4), 412–431. https://doi.org/10.1108/IJPHM-02-2016-0012
Deyas, G. T., Woldeamanuel, M. G., & Erena, S. H. (2023). Customers’ satisfaction towards Addis Ababa City’s minibus taxi service. Heliyon, 9(11). https://doi.org/10.1016/j.heliyon.2023.e22102
Faida, E. W., & Ali, A. (2021). Analisis Kesiapan Implementasi Rekam Medis Elektronik dengan Pendekatan DOQ-IT (Doctor’s Office Quality-Information Technology). Jurnal Manajemen Informasi Kesehatan Indonesia, 9(1), 67. https://doi.org/10.33560/jmiki.v9i1.315
Fernandes, C. I. M. A. S., Ferreira, J. J. M., Lobo, C. A., & Raposo, M. (2020). The impact of market orientation on the internationalisation of SMEs. Review of International Business and Strategy, 30(1), 123–143. https://doi.org/10.1108/RIBS-09-2019-0120
Ferreira, A. G., & Coelho, F. J. (2015). Product involvement, price perceptions, and brand loyalty. Journal of Product and Brand Management, 24(4), 349–364. https://doi.org/10.1108/JPBM-06-2014-0623
Fosu, E., Fosu, F., Akyina, N., & Asiedu, D. (2024). Do environmental CSR practices promote corporate social performance? The mediating role of green innovation and corporate image. Cleaner and Responsible Consumption, 12(November 2023). https://doi.org/10.1016/j.clrc.2023.100155
Haris, A. (2023). Kualitas Jasa Pelayanan Terhadap Kepuasan Konsumen. Economics and Digital Business, 4(2), 334–348.
Ikawati, F. R. (2024). Efektivitas Penggunaan Rekam Medis Elektronik Terhadap Peningkatan Kualitas Pelayanan Pasien di Rumah Sakit. Ranah Research : Journal of Multidisciplinary Research and Development, 6(3), 282–292. https://doi.org/10.38035/rrj.v6i3.819
Jannah, E. F., Haryono, B., & Gunardi, W. D. (2024). Pengaruh Kualitas Pelayanan Dan Fasilitas Rumah Sakit Terhadap Citra Rumah Sakit Yang Di Mediasi Oleh Kepuasan Pasien. YUME : Journal of Management, 7(1), 330–336.
Kurumlarında, S., Olmayan, P., & Değer, A. (2013). Biaya Non-Moneter , Nilai yang Dirasakan Rumah Sakit dan Kepuasan Pasien di Institusi Kesehatan. 87–97.
Laila, M. I. K., Pribadi, M. S. W., Ariyanto, O. S., & ... (2024). Faktor Penghambat Pelaksanaan Rekam Medis Elektronik Di Rumah Sakit: Narrative Review. … Informasi Kesehatan …, 65–71. https://doi.org/10.33560/jmiki.v12i1.645
Neng Sari Rubiyanti. (2023). Penerapan Rekam Medis Elektronik di Rumah Sakit di Indonesia: Kajian Yuridis. ALADALAH: Jurnal Politik, Sosial, Hukum Dan Humaniora, 1(1), 179–187. https://doi.org/10.59246/aladalah.v1i1.163
Noviyanti, R. (2023). Review: Journal of Multidisciplinary in Social Sciences The Influence of Employer Branding and Organizational Commitment on Turnover Intention. 21–30. https://lenteranusa.id/
Octavianus Maranggi, Adang Bacthiar, P. O. (2024). Analisa Mutu Pelayanan Rumah Sakit Terhadap Kepuasan dan Loyalitas Pasien. Syntax Imperatif : Jurnal Ilmu Sosial Dan Pendidikan, 4(6), 1–15. https://jurnal.syntaximperatif.co.id/index.php/syntax-imperatif/article/view/304
Puspita Dewi, N., Indrayani, I., Wibisono, C., & Rumengan, A. E. (2024). Government Employee Assessment to Support Public Performance Organization Learned from Riau Island Province. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2024.2368322
Rahmi Nuzula Belrado, Harmendo, S. W. (2024). Analisis Penggunaan Rekam Medis Elektronik Di Rumah Sakit. British Medical Journal, 6(5474), 1779–1798.
Ramadhan, A., Febrian, F., & Mulyana, A. (2024). Pengaruh Citra Merek dan Kualitas Hubungan terhadap Kepuasan Pasien (Survei Pasien Rawat Jalan RS Hermina Pasteur Bandung). Jurnal Komunikasi Dan Ilmu Sosial, 2(1), 21–34. https://doi.org/10.38035/jkis.v2i1.992
Rumah, C., Dan, S., & Pasien, K. (2024). Sudut Pandang Penelitian Pembangunan Ekonomi. 5(2).
Silalahi, H. N. (2022). Rs Santa Elisabeth Medan. Skripsi Manajemen Rumah Sakit. file:///C:/Users/LENOVO/Downloads/Hartanti-N.-Silalahi_16_06_2022-1.pdf
Studi, P., Informasi, M., Terapan, P. S., Tinggi, S., Kesehatan, I., & Elisabeth, S. (2024). Kepuasan Pengguna Rekam Medis Elektronik Berdasarkan Metode End User Computing Satisfaction Di Rumah Sakit Santa Kepuasan Pengguna Rekam Medis Elektronik Berdasarkan Metode End User Computing Satisfaction Di Rumah Sakit Santa.
Triatmanto, B., Respati, H., & Wahyuni, N. (2021). Towards an understanding of corporate image in the hospitality industry East Java, Indonesia. Heliyon, 7(3). https://doi.org/10.1016/j.heliyon.2021.e06404