Pengaruh Sarana Pelayanan terhadap Kepuasan Pasien dan Dampaknya pada Word of Mouth di Unit Rawat Jalan RSUD Kemayoran Jakarta Pusat
DOI:
https://doi.org/10.47747/jnmpsdm.v7i3.3733Keywords:
sarana pelayanan, kepuasan pasien, word of mouth, rumah sakit, rawat jalanAbstract
Competition among healthcare providers requires hospitals to maintain service quality, including service facilities, which are among the first aspects assessed by patients. This study aimed to examine the effect of service facilities on patient satisfaction and its impact on word of mouth (WOM) in the Outpatient Unit of RSUD Kemayoran, Central Jakarta. The study employed a quantitative approach with a cross-sectional design involving outpatients selected through accidental sampling. Data were collected using an online questionnaire that had been tested for validity and reliability and were analyzed using simple linear regression, multiple linear regression, and the normal theory test for mediation (Hayes). The results indicate that service facilities have a positive and significant effect on patient satisfaction and WOM. Service facilities and patient satisfaction jointly contribute to WOM, while patient satisfaction mediates the relationship between service facilities and WOM. Most service-facility items were rated at high or moderate levels, whereas access to the call center and parking facilities were rated low. Improvements in service facilities should be accompanied by a satisfying service experience to encourage positive recommendations and patient loyalty.
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