"Evaluasi Implementasi Manajemen Rumah Sakit dalam Upaya Peningkatan Rating Google Customer Review di Rumah Sakit Karisma Cimareme Tahun 2023 Berdasarkan Teori SERVQUAL dan Donabedian" by Patriot Haryo Trenggono and Adang Bachtiar
  •  
  •  
 

Abstract

This study aims to evaluate the management of Karisma Cimareme Hospital in addressing its low Google Customer Review ratings. Initial data shows that KCH received an average rating of 2.9 stars, lower than two other private hospitals in West Bandung Regency, IMC Hospital with 3.1 stars and Cahya Kawaluyan Hospital with 4.1 stars. Using the SERVQUAL framework, which includes the dimensions of tangibles, empathy, responsiveness, reliability, and assurance, along with Donabedian's theory, this study focuses on improving service quality through the implementation of Standard Operating Procedures (SOP). The research method involved direct observation of hospital services, in-depth interviews with hospital staff, and analysis of Google Customer Reviews. Data were analyzed using a thematic approach to identify key factors influencing patient reviews and ratings. The results showed that every dimension in the SERVQUAL model significantly affected customer evaluations. The implementation of SOP, involving various parties such as service managers, heads of medical support, head nurses, public relations and marketing teams, and the PIPP team, successfully increased the Google Customer Review rating by 0.7 points, from 2.9 to 3.6. This improvement highlights the importance of a structured approach to enhancing service quality and customer perception. This study provides insights into the challenges faced by hospitals in managing online reviews and offers strategic guidelines for improving patient satisfaction, hospital reputation, and online review management.

References

Ala, A. and Chen, F. (2022) “Appointment Scheduling Problem in Complexity Systems of the Healthcare Services: A Comprehensive Review,” Journal of Healthcare Engineering, 2022. Available at: https://doi.org/10.1155/2022/5819813

AlOmari, F. (2021) “Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries,” Measuring Business Excellence, 25(4), pp. 407–420. Available at: https://doi.org/10.1108/MBE-11-2019-0104.

Arlina et al. (2017) “A Study of Service Quality, Corporate Social Responsibility, Hospital Image, and Hospital Value Creation in Medan,” European Research Studies Journal, XX(Issue 4B), pp. 125–133. Available at: https://doi.org/10.35808/ersj/879.

Bataineh, A.Q. (2015) “The Impact of Perceived e-WOM on Purchase Intention: The Mediating Role of Corporate Image,” International Journal of Marketing Studies, 7(1). Available at: https://doi.org/10.5539/ijms.v7n1p126.

BrightLocal, 2022. Local Consumer Review Survey 2022: Customer Reviews and Behavior. [online] Available at: https://www.brightlocal.com/research/local-consumer-review-survey-2022/

Chakraborty, S. and Church, E.M. (2020) “Social media hospital ratings and HCAHPS survey scores,” Journal of Health Organization and Management, 34(2), pp. 162–172. Available at: https://doi.org/10.1108/JHOM-08-2019-0234.

Donabedian, A. (2005) “Evaluating the Quality of Medical Care,” The Milbank Quarterly, 83(4), pp. 691–729. Available at: https://doi.org/10.1111/j.1468-0009.2005.00397.x.

Glance, L.G. et al. (2020) “Improving The Accuracy Of Hospital Quality Ratings By Focusing On The Association Between Volume And Outcome,” Health Affairs, 39(5), pp. 862–870. Available at: https://doi.org/10.1377/hlthaff.2019.00778.

Haq, F.U. (2020) “Penggunaan Google Review sebagai Penilaian Kepuasan Pengunjung dalam Pariwisata,” Tornare, 2(1), p. 10. Available at: https://doi.org/10.24198/tornare.v2i1.25826.

Hariyanto, H.T. and Trisunarno, L. (2021) “Analisis Pengaruh Online Customer Review, Online Customer Rating, dan Star Seller terhadap Kepercayaan Pelanggan Hingga Keputusan Pembelian pada Toko Online di Shopee,” Jurnal Teknik ITS, 9(2). Available at: https://doi.org/10.12962/j23373539.v9i2.56728.

Hinz, V., Drevs, F. and Wehner, J. (2012) Electronic word of mouth about medical services. Hamburg: University of Hamburg, Hamburg Center for Health Economics (HCHE). Available at: https://hdl.handle.net/10419/65671.

Irfan, I., Aswar, A. and Erviana, E. (2020) “Hubungan Smartphone dengan Kualitas Tidur Remaja di SMA Negeri 2 Majene,” Journal of Islamic Nursing, 5(2), p. 95. Available at: https://doi.org/10.24252/join.v5i2.15828.

Kleefstra, S.M. et al. (2016) “Investigating the Potential Contribution of Patient Rating Sites to Hospital Supervision: Exploratory Results From an Interview Study in the Netherlands,” Journal of Medical Internet Research, 18(7), p. e201. Available at: https://doi.org/10.2196/jmir.5552.

Kurian, N. et al. (2021) “Predicting Hospital Overall Quality Star Ratings in the USA,” Healthcare, 9(4), p. 486. Available at: https://doi.org/10.3390/healthcare9040486.

Martin, S. (2017) “Word-of-mouth in the health care sector: a literature analysis of the current state of research and future perspectives,” International Review on Public and Nonprofit Marketing, 14(1), pp. 35–56. Available at: https://doi.org/10.1007/s12208-016-0154-y.

Strauss, M. and Schoeman, R. (2022) “Patients’ perception of service quality in a healthcare not-for-profit organisation,” South African Family Practice, 64(1). Available at: https://doi.org/10.4102/safp.v64i1.5490.

Yuliani, M.P. and Suarmanayasa, I.N. (2021) “Pengaruh Harga Dan Online Consumer Review terhadap Keputusan Pembelian Poduk pada Marketplace Tokopedia,” Jurnal Manajemen dan Bisnis, 3(2). Available at: https://doi.org/10.23887/pjmb.v3i2.31539.

Bahasa Abstract

Penelitian ini bertujuan untuk mengevaluasi manajemen Rumah Sakit Karisma Cimareme (RS KC) dalam menanggulangi hasil rating Google Customer Review yang rendah. Data awal, RS KC memperoleh rata-rata rating sebesar 2,9 bintang. Rating tersebut lebih rendah dibandingkan dua rumah sakit swasta lain di Kabupaten Bandung Barat, yaitu RS IMC dengan 3,1 bintang dan RS Cahya Kawaluyan dengan 4,1 bintang. Penelitian ini menggunakan kerangka teori SERVQUAL yang mencakup dimensi tangible, empati, responsif, keandalan, dan jaminan. Pendekatan teori Donabedian juga digunakan dengan berfokus pada peningkatan kualitas pelayanan melalui penerapan Standar Operasional Prosedur (SPO). Metode penelitian melibatkan observasi langsung terhadap pelayanan rumah sakit, wawancara mendalam dengan staf rumah sakit, serta analisis ulasan pada Google Customer Review. Data dianalisis menggunakan pendekatan tematik untuk mengidentifikasi faktor-faktor kunci yang memengaruhi ulasan dan rating pasien. Hasil penelitian menunjukkan bahwa setiap dimensi dalam model SERVQUAL memiliki pengaruh signifikan terhadap penilaian pelanggan. Penerapan SPO dengan melibatkan berbagai pihak, seperti manajer pelayanan, kepala penunjang medis, kepala keperawatan, humas marketing, dan tim PIPP berhasil meningkatkan rating Google Customer Review sebesar 0,7 poin, dari 2,9 menjadi 3,6. Peningkatan ini menunjukkan pentingnya pendekatan terstruktur dalam memperbaiki kualitas layanan dan persepsi pelanggan. Penelitian ini memberikan wawasan tentang tantangan yang dihadapi rumah sakit dalam menghadapi ulasan digital dan menawarkan panduan strategis untuk meningkatkan kepuasan pasien, reputasi rumah sakit, serta manajemen ulasan online.

Share

COinS
 
 

To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.