Main Article Content
Abstract
Purpose − Analyze the psychology of patients related to halal healthcare tools that impact their loyalty intentions to Sharia hospitals in Indonesia for health visits and the implications of word of mouth on the community.
Methodology − The research employed quantitative techniques by utilizing cross-sectional survey information gathered from Sharia hospital patients in Indonesia, selected through convenience sampling methods. The study analyzed a total of 229 patient responses through the application of structural equation modeling.
Findings − Sharia facilities, doctor-nurse services, medical expertise and administrative conduct as indicators of halal health services affect patient satisfaction in sharia hospitals. However, there is resistance to the influence of the medical facility atmosphere on satisfaction caused by the concentration of patients in medical services and solving health problems. Patient satisfaction affects loyalty which in turn gives a positive word of mouth effect.
Implications − Islamic hospitals should prioritize patient assessment and satisfaction by reviewing their physical facilities, cleanliness, comfort, and spiritual needs. Medical personnel should enhance communication and sharia-compliant practices. Digitalization and improved service standards are essential, requiring adaptability and technology integration. Regular evaluations and external monitoring are vital. The government should collaborate with relevant ministries and organizations to intensively monitor and improve the quality of sharia hospitals.
Originality − This study develops new knowledge on indicators of special services for sharia hospitals according to halal standards by integrating the outputs of satisfaction, loyalty and Word of Mouth (WoM) outputs which have been separated so far but have a chronological sequence in line with existing marketing theory.
Keywords
Article Details
Copyright (c) 2023 Muhammad Alfarizi, Rafialdo Arifian
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References
Adinugraha, H. H., Tanjung, D. S., Rismawati, S. D., Ma’shum, A. M., Ismanto, K., Arwani, A., Devy, H. S., Dzulfikar, A., Rohmah, F., & Rosyada, M. (2021). Factors affecting health worker performance: A management evidence from midwife Sharia hospital X in Central Java Indonesia before the Covid-19 pandemic. The Korean Journal of Food & Health Convergence, 7(3), 13–23. https://doi.org/10.13106/kjfhc.2021.vol7.no3.13.
Aisyah Ismail, S., Hamid, B., Sulistiadi, W., & . S. (2018). Journey to Shariah Hospital: An Indonesian Experience. KnE Life Sciences, 4(9), 315. https://doi.org/10.18502/kls.v4i9.3582
Aladwan, M. A., Salleh, H. S., Anuar, M. M., ALhwadi, H., & Almomani, I. (2021). Relationship among service quality, patient satisfaction, and patient loyalty: A case study in Jordan Mafraq hospital. Linguistics and Culture Review, 5(S3), 27–40. https://doi.org/10.21744/lingcure.v5ns3.1368
Al-Borie, H. M., & Sheikh Damanhouri, A. M. (2013). Patients’ satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. International Journal of Health Care Quality Assurance, 26(1), 20–30. https://doi.org/10.1108/09526861311288613
Asnawi, A. A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 911–920. https://doi.org/10.5267/j.msl.2019.2.011
Becker, J.-M., Cheah, J.-H., Gholamzade, R., Ringle, C. M., & Sarstedt, M. (2023). PLS-SEM’s most wanted guidance. International Journal of Contemporary Hospitality Management, 35(1), 321–346. https://doi.org/10.1108/IJCHM-04-2022-0474
Coutinho, S., & Prasad, Ch. V. V. S. N. V. (2022). Is hospital service quality relevant during the Covid-19 pandemic? Journal of Health Management, 24(3), 440–454. https://doi.org/10.1177/09720634221109312
Cui, C., Zuo, X., Wang, Y., Song, H., Shi, J., & Meng, K. (2020). A comparative study of patient's satisfaction with different levels of hospitals in Beijing: Why do patients prefer high-level hospitals? BMC Health Services Research, 20(1), 1–11. https://doi.org/10.1186/s12913-020-05507-9
Dhamanti, I., Indriani, D., Miftahussurur, M., Kurniawati, E., & Engineer, C. Y. (2022). Impact of hospital readiness on patient safety incidents during the Covid-19 pandemic in Indonesia: health worker perceptions. BMJ Open, 12(7), e061702. https://doi.org/10.1136/bmjopen-2022-061702
Habibie, W. L., Hardjosoekarto, S., & Kasim, A. (2017). Health reform in Indonesia towards sustainable development growth (Case study on BPJS kesehatan, health insurance in Indonesia). Review of Integrative Business and Economics Research, 6(3), 375–383. http://buscompress.com/journal-home.html
Hair, J.F., Risher, J.J., Sarstedt, M. and Ringle, C.M. (2019), When to use and how to report the results of PLS-SEM, European Business Review, 31 (1), 2-24. https://doi.org/10.1108/EBR-11-2018-0203
Hair Jr., J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107. https://doi.org/10.1504/ijmda.2017.10008574
Kock, N. (2018). Should bootstrapping be used in PLS-SEM? Toward stable p-value calculation methods. Journal of Applied Structural Equation Modeling, 2(1), 1–12. https://doi.org/10.47263/JASEM.2(1)02
Maharani, V. M., Jati, S. P., & Nugraheni, S. A. (2021). Overview of patient satisfaction to Sharia services hospitals in Indonesia: A literature review. Jurnal Aisyah : Jurnal Ilmu Kesehatan, 6(3). https://doi.org/10.30604/jika.v6i3.1008
Maksum, M., Wahyuni, A., Farida, A. R., Hasana, L., & Fuad, S. (2022). Sharia service as an added value: Response to Sharia standard in hospital service. Samarah: Family and Islamic Law, 6(1), 9–25. https://doi.org/10.22373/sjhk.v6i1.13418
Mardiyati, F. Y., & Ayuningtyas, D. (2021). Analysis of implementation standards of Sharia minimum services in the hospital: Case study at Sari Asih Sangiang Hospital 2018. Journal of Indonesian Health Policy and Administration, 6(1), 127-133. https://journal.fkm.ui.ac.id/ihpa/article/view/3145/1167
Medhekar, A., & Haq, F. (2018). Halal branding for medical tourism: Case of Indian hospitals. Digital Marketing and Consumer Engagement: Concepts, Methodologies, Tools, and Applications. 1190–1212. https://doi.org/10.4018/978-1-5225-5187-4.ch061.
Mohammadi, A., Vanaki, Z., Memarian, R., & Fallahrafie, R. A. (2019). Islamic and Western ethical values in health services management: A comparative study. International Journal of Nursing Knowledge, 30(4), 239–250. https://doi.org/10.1111/2047-3095.12244
Mohd Roslin, R., & Abu, N. K. (2008). Exploring Halal Service Quality Dimension in the Malaysian Grocery Retail Sector. The International Journal of Interdisciplinary Social Sciences: Annual Review, 3(2), 33–40. https://doi.org/10.18848/1833-1882/CGP/v03i02/52519
Mohezar, S., Moghavvemi, S., & Zailani, S. (2017). Malaysian Islamic medical tourism market: a SWOT analysis. Journal of Islamic Marketing, 8(3), 444–460. https://doi.org/10.1108/JIMA-04-2015-0027
Mubarok, F. K., & Imam, M. K. (2020). Halal industry in Indonesia: Challenges and opportunities. Journal of Digital Marketing and Halal Industry, 2(1), 55–64. https://doi.org/10.21580/jdmhi.2020.2.1.5856
Naserirad, M., Tavakol, M., Abbasi, M., Jannat, B., Sadeghi, N., & Bahemmat, Z. (2022). Predictors of international Muslim medical tourists’ expectations on halal-friendly healthcare services: A hospital-based study. Health Services Management Research, 09514848221109831. https://doi.org/10.1177/09514848221109831
Ningtyas, P. F., Permana, I., Rosa, E. M., & Jaswir, I. (2022). Halal medicine selection process in Sharia-certified hospital. Indonesian Journal of Halal Research, 4(2), 85–96. https://doi.org/10.15575/ijhar.v4i2.16722
Noorliza, K. (2021). Resource-capability of halal logistics services, its extent and impact on performance. Journal of Islamic Marketing, 12(4), 813–829. https://doi.org/10.1108/JIMA-12-2019-0255
Nugraha, K. S. W. (2020). Healthcare service quality: Building patient satisfaction and word-of-mouth in the private hospital in Indonesia. Journal of Advanced Research in Dynamical and Control Systems, 12(1), 130–136. https://doi.org/10.5373/JARDCS/V12I1/20201020
Padela, A. I., Gunter, K., Killawi, A., & Heisler, M. (2012). Religious values and healthcare accommodations: Voices from the American Muslim community. Journal of General Internal Medicine, 27(6), 708–715. https://doi.org/10.1007/s11606-011-1965-5
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL is a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Rahim, A. I. A., Ibrahim, M. I., Musa, K. I., & Chua, S. L. (2021). Facebook reviews as a supplemental tool for hospital patient satisfaction and its relationship with hospital accreditation in Malaysia. International Journal of Environmental Research and Public Health, 18(14). https://doi.org/10.3390/ijerph18147454
Rahman, M. K., Bhuiyan, M. A., & Zailani, S. (2021). Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals. Patient Preference and Adherence, 15, 2633–2646. https://doi.org/10.2147/PPA.S333595
Rahman, M. K., Zailani, S., & Musa, G. (2018). Tourists’ satisfaction and loyalty intention at Shariah-compliant private hospitals in Malaysia. International Journal of Tourism Sciences, 18(4), 295–311. https://doi.org/10.1080/15980634.2018.1555605
Rahman, M. K., Zainol, N. R., Nawi, N. C., Patwary, A. K., Zulkifli, W. F. W., & Haque, M. M. (2023). Halal healthcare services: Patients’ satisfaction and word of mouth lesson from Islamic-friendly hospitals. Sustainability (Switzerland), 15(2). https://doi.org/10.3390/su15021493
Ramesh, V., Jaunky, V. C., Roopchund, R., & Oodit, H. S. (2020). ‘Customer satisfaction,' loyalty and ‘adoption’ of e-banking technology in Mauritius. Advances in Intelligent Systems and Computing, 1076, 861–873. https://doi.org/10.1007/978-981-15-0947-6_82/COVER
Ratnawati, A., & Kholis, N. (2019). Measuring the service quality of BPJS health in Indonesia: a sharia perspective. Journal of Islamic Marketing, 11(4), 1019–1042. https://doi.org/10.1108/JIMA-07-2018-0121
Ratnawati, A., Mislan Cokrohadisumarto, W. bin, & Kholis, N. (2021). Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: A Sharia perspective. Journal of Islamic Marketing, 12(7), 1316–1338. https://doi.org/10.1108/JIMA-01-2020-0005
Rigdon, E. E., Sarstedt, M., & Ringle, C. M. (2017). On comparing results from CB-SEM and PLS-SEM: Five perspectives and five recommendations. Marketing ZFP, 39(3), 4–16. https://doi.org/10.15358/0344-1369-2017-3-4
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