IDEAS home Printed from https://ideas.repec.org/a/uii/jrambr/v2y2022i2p121-138id24586.html
   My bibliography  Save this article

Determinant factors of hospital service quality and patient satisfaction: Hospital logistics management approach

Author

Listed:
  • Muhammad Alfarizi
  • Ngatindriatun

Abstract

This study aims to examine the effect of private hospital logistics factors on treatment satisfaction and specialist patient satisfaction. This study has five construction dimensions of hospital logistics, namely physical accessibility, waiting time, consultation time, hospital hotel services, and administrative procedures. Quantitative explanatory studies with 297 sample size were carried out to achieve the research objectives by examining the relationship between the independent and dependent variables through online data collection questionnaires, tabulations and hypothesis analysis with SEM PLS analysis tools. This study shows significant results for all hypotheses which imply the importance of optimizing hospital logistics performance, especially in terms of the five constructs in improving service quality and patient satisfaction. Optimizing hospital logistics elements in private hospital specialist patient care is a challenge that is not easy because it requires strategic planning and proper resource management. The role of various parties, especially hospital managers and Indonesian health system policy makers, in paying attention to the operational flow of hospital logistics, especially private hospitals, in order to strengthen the private hospital service system in providing health services while running the hospital business.

Suggested Citation

  • Muhammad Alfarizi & Ngatindriatun, 2022. "Determinant factors of hospital service quality and patient satisfaction: Hospital logistics management approach," Asian Management and Business Review, Master of Management, Department of Management, Faculty of Business and Economics Universitas Islam Indonesia, vol. 2(2), pages 121-138.
    • Handle: RePEc:uii:jrambr:v:2:y:2022:i:2:p:121-138:id:24586
    as

    Download full text from publisher

    File URL: https://journal.uii.ac.id/AMBR/article/view/24586
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Marko Sarstedt & Christian M Ringle & Jun-Hwa Cheah & Hiram Ting & Ovidiu I Moisescu & Lacramioara Radomir, 2020. "Structural model robustness checks in PLS-SEM," Tourism Economics, , vol. 26(4), pages 531-554, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dafna Kariv & Carlo Giglio & Vincenzo Corvello, 2025. "Fostering Entrepreneurial intentions: exploring the interplay of education and endogenous factors," International Entrepreneurship and Management Journal, Springer, vol. 21(1), pages 1-27, December.
    2. Md Maruf Hossan Chowdhury & Mohammad Tarikul Islam & Imran Ali & Mohammed Quaddus, 2024. "The role of social capital, resilience, and network complexity in attaining supply chain sustainability," Business Strategy and the Environment, Wiley Blackwell, vol. 33(3), pages 2621-2639, March.
    3. Nham Tuan Phong & Nguyen Tuyet-Mai & Tran Nam Hoai & Nguyen Hao Anh, 2020. "Knowledge sharing and innovation capability at both individual and organizational levels: An empirical study from Vietnam’s telecommunication companies," Management & Marketing, Sciendo, vol. 15(2), pages 275-301, June.
    4. Majid Ghasemy & Isabel Maria Rosa-Díaz & James Eric Gaskin, 2021. "The Roles of Supervisory Support and Involvement in Influencing Scientists’ Job Satisfaction to Ensure the Achievement of SDGs in Academic Organizations," SAGE Open, , vol. 11(3), pages 21582440211, July.
    5. He Liying & Zhang Mengying, 2024. "How Political Influence and Financial Pressure Contribute to Performance-Based Budgeting and University Performance: Evidence fromSEM and NCA," SAGE Open, , vol. 14(2), pages 21582440241, May.
    6. Sarstedt, Marko & Hair, Joseph F. & Cheah, Jun-Hwa & Becker, Jan-Michael & Ringle, Christian M., 2019. "How to specify, estimate, and validate higher-order constructs in PLS-SEM," Australasian marketing journal, Elsevier, vol. 27(3), pages 197-211.
    7. Saumyaranjan Sahoo & Ashwani Kumar & Sachin Kumar Mangla & Anurag Tiwari, 2024. "Industry 4.0 adoption and eco‐product innovation capability—Understanding the role of supply chain integration," Business Strategy and the Environment, Wiley Blackwell, vol. 33(8), pages 8798-8814, December.
    8. Antonia Madrid‐Guijarro & Antonio Duréndez, 2024. "Sustainable development barriers and pressures in SMEs: The mediating effect of management commitment to environmental practices," Business Strategy and the Environment, Wiley Blackwell, vol. 33(2), pages 949-967, February.
    9. Yohannes Mekonnen Yesuf & Demis Alamirew Getahun & Asemamaw Tilahun Debas, 2024. "Determinants of employees’ creativity: modeling the mediating role of organizational motivation to innovate," Journal of Innovation and Entrepreneurship, Springer, vol. 13(1), pages 1-25, December.
    10. Vera Gelashvili & Juan Gabriel Martínez-Navalón & Miguel Ángel Gómez-Borja, 2024. "Does the intensity of use of social media influence the economic sustainability of the university?," The Journal of Technology Transfer, Springer, vol. 49(1), pages 19-43, February.
    11. Svenja Damberg & Yide Liu & Christian M. Ringle, 2024. "Does culture matter? Corporate reputation and sustainable satisfaction in the Chinese and German banking sector," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(1), pages 6-24, March.
    12. Marzi, Giacomo & Fakhar Manesh, Mohammad & Caputo, Andrea & Pellegrini, Massimiliano Matteo & Vlačić, Božidar, 2023. "Do or do not. Cognitive configurations affecting open innovation adoption in SMEs," Technovation, Elsevier, vol. 119(C).
    13. Rafael Becerra-Vicario & Daniel Ruiz-Palomo & Ana León-Gómez & José Manuel Santos-Jaén, 2023. "The Relationship between Innovation and the Performance of Small and Medium-Sized Businesses in the Industrial Sector: The Mediating Role of CSR," Economies, MDPI, vol. 11(3), pages 1-18, March.
    14. M. R. Ibrahim, 2023. "The Missing Link: Exploring the Relationship Between Transformational Leadership and Change in team members in Construction," Papers 2305.13121, arXiv.org.
    15. Manzi-Puertas, Mario A. & Agirre-Aramburu, Izaskun & López-Pérez, Sain, 2024. "Navigating the student entrepreneurial journey: Dynamics and interplay of resourceful and innovative behavior," Journal of Business Research, Elsevier, vol. 174(C).
    16. An, Siyang & Cheung, Chi Fai & Willoughby, Kelvin W., 2024. "A gamification approach for enhancing older adults' technology adoption and knowledge transfer: A case study in mobile payments technology," Technological Forecasting and Social Change, Elsevier, vol. 205(C).
    17. Marko Sarstedt & Jun-Hwa Cheah, 2019. "Partial least squares structural equation modeling using SmartPLS: a software review," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(3), pages 196-202, September.
    18. Rainer Schlittgen & Marko Sarstedt & Christian M. Ringle, 2020. "Data generation for composite-based structural equation modeling methods," Advances in Data Analysis and Classification, Springer;German Classification Society - Gesellschaft für Klassifikation (GfKl);Japanese Classification Society (JCS);Classification and Data Analysis Group of the Italian Statistical Society (CLADAG);International Federation of Classification Societies (IFCS), vol. 14(4), pages 747-757, December.
    19. Jéssica dos Santos Leite Gonella & Moacir Godinho Filho & Gilberto Miller Devós Ganga & Fabiane Leticia Lizarelli, 2024. "From awareness to action: Understanding the relationship between circular economy and favourable evaluation towards sustainable development," Business Strategy and the Environment, Wiley Blackwell, vol. 33(8), pages 8679-8694, December.
    20. Cassia, Fabio & Magno, Francesca, 2024. "The value of self-determination theory in marketing studies: Insights from the application of PLS-SEM and NCA to anti-food waste apps," Journal of Business Research, Elsevier, vol. 172(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:uii:jrambr:v:2:y:2022:i:2:p:121-138:id:24586. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ana Yuliani (email available below). General contact details of provider: https://journal.uii.ac.id/AMBR/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.