Patients Satisfaction Based on Corporate Entrepreneurship

  • Authors

    • Ririn Tri Ratnasaria
    • Ari Prasetyo
    • Masmira Kurniawati
    • Eko Fajar Cahyono
    2018-05-22
    https://doi.org/10.14419/ijet.v7i2.29.13658
  • Satisfaction, Corporate Enterpreneurship

  • This research aim to determine what factors are included in the service excellence based on corporate entrepreneurship, whether these factors affect the patient satisfaction, and which factors that influencing dominantly to patient satisfaction. The research design of this study is exploratory quantitative approach, which is conducted in two stages. The first step, the research conducted by open-ended question to explore the perception of the 40 patients about the service excellence of the hospital, so it can be known the factors which include in service excellence based on corporate enterpreneurship can be developed in the improvement of health services at the Dr. Soetomo Hospital after the implementation of BPJS, then proceed with a structure close-ended question to 400 patient of Health-BPJS. The sampling technique was by purposive non-random sampling. The result of this study are, first, factors affecting patient satisfaction of Health-BPJS participant after get treatment at the government hospital (Dr. Soetomo Hospital and Hajj Public Hospital) formed by six factors. Factors that formed was named by the reliability factor, empathy factor, the factor means of support, administrative factors, service factors, and factors of hospital hygiene.  Second, indicators with the highest loading values obtained from the rotation calculation factors are indicators of X13 on the reliability factor is the health services infrastructure supported by sophisticated technology.

     

     

  • References

    1. [1] Handayani PW, Hidayanto AN, Sandhyaduhita PI, Ayuningtyas D. Strategic hospital services quality analysis in Indonesia. Expert Systems with Applications. 2015;42(6):3067-78.

      [2] Puspitasari NB, Arifianty MS. PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN TERHADAP KELUHAN DAN LOYALITAS PASIEN RAWAT INAP. Prosiding SNST Fakultas Teknik. 2016;1(1).

      [3] Punnakitikashem P, Buavaraporn N, Maluesri P, Leelartapin K, editors. Health care service quality: Case example of a hospital with lean implementation. POMS 23rd Annual Conference, Chicago, IL, USA; 2012.

      [4] Mohebifar R, Hasani H, Barikani A, Rafiei S. Evaluating service quality from patients' perceptions: Application of importance–performance analysis method. Osong public health and research perspectives. 2016;7(4):233-8.

      [5] Sodani PR, Kumar RK, Srivastava J, Sharma L. Measuring patient satisfaction: A case study to improve quality of care at public health facilities. Indian journal of community medicine: official publication of Indian Association of Preventive & Social Medicine. 2010;35(1):52.

      [6] Ismail I, Haron H, Nasir Ibrahim D, Mohd Isa S. Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies. Managerial auditing journal. 2006;21(7):738-56.

      [7] Aydin S, Özer G. The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of marketing. 2005;39(7/8):910-25.

      [8] Parasuraman A, Zeithaml VA, Berry LL. Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing. 1988;64(1):12.

      [9] Khan MM, Fasih M. Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce & Social Sciences. 2014;8(2).

      [10] Oliver RL, Rust RT, Varki S. Customer delight: foundations, findings, and managerial insight. Journal of retailing. 1997;73(3):311-36.

      [11] Brady MK, Cronin Jr JJ. Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing. 2001;65(3):34-49.

      [12] Jandavath RKN, Byram A. Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India. International Journal of Pharmaceutical and Healthcare Marketing. 2016;10(1):48-74.

      [13] Zahra SA. Goverance, ownership, and corporate entrepreneurship: The moderating impact of industry technological opportunities. Academy of management journal. 1996;39(6):1713-35.

      [14] Sakhdari K. Corporate Entrepreneurship: A Review and Future Research Agenda. Technology Innovation Management Review. 2016;6(8).

      [15] Kaya N. Corporate entrepreneurship, generic competitive strategies, and firm performance in small and medium-sized enterprises. Procedia-Social and Behavioral Sciences. 2015;207:662-8.

      [16] Nooteboom B. Firm size effects on transaction costs. Small Business Economics. 1993;5(4):283-95.

      [17] Zeithaml VA, Parasuraman A, Berry LL. Delivering quality service: Balancing customer perceptions and expectations: Simon and Schuster; 1990.

      [18] Yuen KF, Thai VV. Service quality and customer satisfaction in liner shipping. International Journal of Quality and Service Sciences. 2015;7(2/3):170-83.

      [19] Dadfar H, Brege S. Differentiation by improving quality of services at the last touch point: the case of Tehran pharmacies. International Journal of Quality and Service Sciences. 2012;4(4):345-63.

      [20] Collett Miles P. Competitive strategy: the link between service characteristics and customer satisfaction. International Journal of Quality and Service Sciences. 2013;5(4):395-414.

      [21] Grönroos C. A service quality model and its marketing implications. European Journal of marketing. 1984;18(4):36-44.

      [22] Lewis R, Booms H. The Marketing of Service Quality: In emerging Perspectives on Service Marketing, eds. Berry, L, Shostack, G, and Upah, G, AMA, Chicago. 1983.

      [23] 23. Akdag H, Kalaycı T, Karagöz S, Zülfikar H, Giz D. The evaluation of hospital service quality by fuzzy MCDM. Applied Soft Computing. 2014;23:239-48.

      [24] Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. the Journal of Marketing. 1985:41-50.

      [25] 25. de Waal A, de Waal A, van der Heijden B, van der Heijden B. Increasing customer loyalty and customer intimacy by improving the behavior of employees. Journal of Strategy and Management. 2016;9(4):492-510.

      [26] 26. Qin H, Prybutok VR. Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants. International Journal of Quality and Service Sciences. 2009;1(1):78-95.

      [27] Senić V, Marinković V. Examining the effect of different components of customer value on attitudinal loyalty and behavioral intentions. International Journal of Quality and Service Sciences. 2014;6(2/3):134-42.

      [28] Kotler P. Marketing management millenium edition. Marketing Management. 2000;23(6):188-93.

      [29] Tweneboah-Koduah E, Farley AYD. Relationship between customer satisfaction and customer loyalty in the retail banking sector of Ghana. International Journal of Business and Management. 2015;11(1):249.

      [30] Wicks AM, Roethlein CJ. A satisfaction-based definition of quality. The Journal of Business and Economic Studies. 2009;15(1):82.

      [31] Lu C, Berchoux C, Marek MW, Chen B. Service quality and customer satisfaction: qualitative research implications for luxury hotels. International Journal of Culture, Tourism and Hospitality Research. 2015;9(2):168-82.

      [32] Oliver RL. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research. 1980:460-9.

      [33] Williams J, editor The student satisfaction approach: Student feedback and its potential role in quality assessment and enhancement2002: 24th EAIR Forum. Prague.

      [34] Hirschman AO. Exit, voice, and loyalty: Responses to decline in firms, organizations, and states: Harvard university press; 1970.

      [35] Presi C, Saridakis C, Hartmans S. User-generated content behaviour of the dissatisfied service customer. European Journal of Marketing. 2014;48(9/10):1600-25.

      [36] Lee J, Park D-H, Han I. The effect of negative online consumer reviews on product attitude: An information processing view. Electronic commerce research and applications. 2008;7(3):341-52.

      [37] Ye Q, Law R, Gu B, Chen W. The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings. Computers in Human Behavior. 2011;27(2):634-9.

      [38] Fajri IK, Wajdi MF. Analisis Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Di Rumah Sakit Umum Daerah Kabupaten Karanganyar: Universitas Muhammadiyah Surakarta; 2016.

      [39] ZAMAZALOVà M. Spokojenost zákazníka. Acta Oeconomica Pragensia. 2008;16(4):76-82.

      [40] Suchánek P, Richter J, Králová M. Customer satisfaction, product quality and performance of companies. Review of Economic Perspectives. 2014;14(4):329-44.

      [41] Lumpkin GT, G.G D. Clarifying the Entrepreneurial Orientation Construct and Linking it to Performance. Academy of Management Review. 1996;21:135-72.

      [42] J.G. C, Slevin DP. A Conceptual Model of Entrepreneurship as Firm Behavior, Entrepreneurship Theory and Practice. 1991;16:7-25.

      [43] Fry FL. Entrepreneurship: a planning approach: West Group; 1993.

      [44] Ziyae B. Presenting an evaluation model of human resource management’s effect on corporate entrepreneurship. World Journal of Entrepreneurship, Management and Sustainable Development. 2016;12(3):228-42.

      [45] Ergün E, Bulut Ç, Alpkan L, Çakar ND. Connecting the link between corporate entrepreneurship and innovative performance. Global Business and Technology Association Proceedings. 2004.

      [46] Malhotra NK. Basic Marketing Research: Pearson New International Edition: Leeds University Business School: Pearson Higher Ed; 2013.

  • Downloads

  • How to Cite

    Tri Ratnasaria, R., Prasetyo, A., Kurniawati, M., & Fajar Cahyono, E. (2018). Patients Satisfaction Based on Corporate Entrepreneurship. International Journal of Engineering & Technology, 7(2.29), 379-382. https://doi.org/10.14419/ijet.v7i2.29.13658