Main Article Content
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.
Article Details
Copyright (c) 2022 Muhammad Alfarizi, Ngatindriatun
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
References
- Aashima, A., Nanda, M., & Sharma, R. (2021). A review of patient satisfaction and experience with telemedicine: A virtual solution during and beyond Covid-19 pandemic. Telemedicine and E-Health, 27(12), 1325–1331. https://doi.org/10.1089/tmj.2020.0570
- Abdullah, M., Makmun, D., Syam, A. F., Fauzi, A., Renaldi, K., Maulahela, H., & Utari, A. P. (2016). Prevalence, risk factors and socio-epidemiological study of gastroesophageal reflux disease: An urban population based study in Indonesia. Asian Journal of Epidemiology, 9(1–3), 18–23. https://doi.org/10.3923/aje.2016.18.23
- Akter, S. (2015). Empowerment: doctor vs nurses. Asian Business Review, 1(2), 136. https://doi.org/10.18034/abr.v1i2.326
- Aladwan, M. A., Salleh, H. S., Anuar, M. M., ALhwadi, H., & Almomani, I. (2021). Relationship among service quality, patient satisfaction and patient loyalty: Case study in Jordan Mafraq hospital. Linguistics and Culture Review, 5(S3), 27–40. https://doi.org/10.21744/lingcure.v5ns3.1368
- Alamelu, R., Rengarajan, V., Dinesh, S., Nalini, R., Shobhana, N., & Amudha, R. (2022). Sustainable supply chain practices with reverse innovation in healthcare start-ups – A Structural Equation Model (SEM) approach. Materials Today: Proceedings, 52, 882–887. https://doi.org/10.1016/j.matpr.2021.10.292
- Alarcon-Ruiz, C. A., Heredia, P., & Taype-Rondan, A. (2019). Association of waiting and consultation time with patient satisfaction: Secondary-data analysis of a national survey in Peruvian ambulatory care facilities. BMC Health Services Research, 19(1), 1–9. https://doi.org/10.1186/s12913-019-4288-6
- Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Sorguli, S., & Anwar, G. (2021a). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28. https://doi.org/10.22161/ijebm.5.3.2
- Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021b). Impact of service quality on the customer satisfaction: Case study at online meeting platforms. International Journal of Engineering, Business and Management, 5(2), 65–77. https://doi.org/10.22161/ijebm.5.2.6
- Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of service quality, corporate image and perceived value on brand loyalty with presence and absence of customer satisfaction: A study of four service sectors of Pakistan. International Journal of Academic Research in Business and Social Sciences, 8(2). https://doi.org/10.6007/ijarbss/v8-i2/3885
- Azraii, A. B., Kamaruddin, K. N., & Ariffin, F. (2017). An assessment of patient waiting and consultation time in a primary healthcare clinic. Malaysian Family Physician, 12(1), 14–21. http://e-mfp.org/wp-content/uploads/2017/04/original-article-2.pdf
- Bandoophanit, T. (2020). Value chain strategies of linen logistics management: The case of a university hospital planning a triple expansion (Thailand). GMSARN International Journal, 14(4), 227–236.
- Bleustein, C., Rothschild, D. B., Valen, A., Valaitis, E., Schweitzer, L., & Jones, R. (2014). Wait times, patient satisfaction scores, and the perception of care. The American Journal of Managed Care, 20(5), 393–400. https://europepmc.org/article/med/25181568
- Büchner, V. A., Hinz, V., & Schreyögg, J. (2016). Health systems: Changes in hospital efficiency and profitability. Health Care Management Science, 19(2), 130–143. https://doi.org/10.1007/s10729-014-9303-1
- Campbell, S., Greenwood, M., Prior, S., Shearer, T., Walkem, K., Young, S., Bywaters, D., & Walker, K. (2020). Purposive sampling: complex or simple? Research case examples. Journal of Research in Nursing, 25(8), 652–661. https://doi.org/10.1177/1744987120927206
- Castro, C., Pereira, T., Sá, J. C., & Santos, G. (2020). Logistics reorganization and management of the ambulatory pharmacy of a local health unit in Portugal. Evaluation and Program Planning, 80(February). https://doi.org/10.1016/j.evalprogplan.2020.101801
- Cepeda-Carrión, G., Hair, J. F., Ringle, C. M., Roldán, J. L., & García-Fernández, J. (2022). Guest editorial: Sports management research using partial least squares structural equation modeling (PLS-SEM). International Journal of Sports Marketing and Sponsorship, 23(2), 229–240. https://doi.org/10.1108/IJSMS-05-2022-242
- Cinaroglu, S. (2021). Changes in hospital efficiency and size: An integrated propensity score matching with data envelopment analysis. Socio-Economic Planning Sciences, 76(October 2020), 100960. https://doi.org/10.1016/j.seps.2020.100960
- Cui, C., Zuo, X., Wang, Y., Song, H., Shi, J., & Meng, K. (2020). A comparative study of patients’ 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
- Endeshaw, B. (2021). Healthcare service quality-measurement models: A review. Journal of Health Research, 35(2), 106–117. https://doi.org/10.1108/JHR-07-2019-0152
- Ferretti, M., Favalli, F., & Zangrandi, A. (2014). Impact of a logistic improvement in an hospital pharmacy: Effects on the economics of a healthcare organization. International Journal of Engineering, Science and Technology, 6(3), 85. https://doi.org/10.4314/ijest.v6i3.7s
- Frichi, Y., Jawab, F., & Boutahari, S. (2019). SEM to analyze the interaction between hospital logistics and quality of care, a systematic review. International Colloquium on Logistics and Supply Chain Management, LOGISTIQUA 2019. https://doi.org/10.1109/LOGISTIQUA.2019.8907313
- Frichi, Y., Jawab, F., & Boutahari, S. (2020). Modeling the impact of hospital logistics on quality of care and patient satisfaction: Results of a survey in three public healthcare facilities in Fez-Morocco. Journal of Industrial Engineering and Management, 13(2), 296–320. https://doi.org/10.3926/jiem.3143
- García Márquez, F. P., García Pardo, I. P., & Nieto, M. R. M. (2015). Competitiveness based on logistic management: A real case study. Annals of Operations Research, 233(1), 157–169. https://doi.org/10.1007/s10479-013-1508-z
- Geberu, D. M., Biks, G. A., Gebremedhin, T., & Mekonnen, T. H. (2019). Factors of patient satisfaction in adult outpatient departments of private wing and regular services in public hospitals of Addis Ababa, Ethiopia: A comparative cross-sectional study. BMC Health Services Research, 19(1), 1–13. https://doi.org/10.1186/s12913-019-4685-x
- Giena, V. P., Thongpat, S., & Nitirat, P. (2018). Predictors of health-promoting behaviour among older adults with hypertension in Indonesia. International Journal of Nursing Sciences, 5(2), 201–205. https://doi.org/10.1016/j.ijnss.2018.04.002
- Gonzalez, M. E. (2019). Improving customer satisfaction of a healthcare facility: Reading the customers’ needs. Benchmarking, 26(3), 854–870. https://doi.org/10.1108/BIJ-01-2017-0007
- 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., & Ringle, C. M. (2018). The Results of PLS-SEM article information. European Business Review, 31(1), 2–24.
- Handayani, P. W., Hidayanto, A. N., Sandhyaduhita, P. I., Kasiyah, & Ayuningtyas, D. (2015). Strategic hospital services quality analysis in Indonesia. Expert Systems with Applications, 42(6), 3067–3078. https://doi.org/10.1016/j.eswa.2014.11.065
- Hierink, F., Okiro, E. A., Flahault, A., & Ray, N. (2021). The winding road to health: A systematic scoping review on the effect of geographical accessibility to health care on infectious diseases in low- and middle-income countries. PLoS ONE, 16(1 January), 1–15. https://doi.org/10.1371/journal.pone.0244921
- Hughes, R., & Margetts, B. (2012). The public health nutrition intervention management bi-cycle: A model for training and practice improvement. Public Health Nutrition, 15(11), 1981–1988. https://doi.org/10.1017/S1368980011002011
- Hwang, J.-I. (2006). Factors influencing consultation time and waiting time of ambulatory patients in a tertiary teaching hospital. Journal of Korean Society Quality Assurance Health Care, 12(1), 6.
- Jawab, F., Frichi, Y., & Boutahari, S. (2018). Hospital logistics activities. Proceedings of the International Conference on Industrial Engineering and Operations Management, 2018-March, 3228–3237.
- Kahlenberg, C. A., Nwachukwu, B. U., McLawhorn, A. S., Cross, M. B., Cornell, C. N., & Padgett, D. E. (2018). Patient satisfaction after total knee replacement: A systematic review. HSS Journal, 14(2), 192–201. https://doi.org/10.1007/s11420-018-9614-8
- Karim, A. M. (2015). Logistics System Performance (GPO-I-01-06-00007-00; 1, Issue October).
- Kriegel, J., Jehle, F., Dieck, M., & Mallory, P. (2013). Advanced services in hospital logistics in the German health service sector. Logistics Research, 6(2), 47–56. https://doi.org/10.1007/S12159-013-0100-X
- Lapierre, S. D., & Ruiz, A. B. (2007). Scheduling logistic activities to improve hospital supply systems. Computers and Operations Research, 34(3), 624–641. https://doi.org/10.1016/j.cor.2005.03.017
- Liu, M., Zhang, Z., & Zhang, D. (2017). Logistics planning for hospital pharmacy trusteeship under a hybrid of uncertainties. Transportation Research Part E: Logistics and Transportation Review, 101, 201–215. https://doi.org/10.1016/j.tre.2017.02.006
- Loehlin, J. C. (2003). Latent variable models: An introduction to factor, path, and structural equation analysis: Fourth edition. United Kingdom: Taylor & Francis.
- Lucchese, A., Marino, A., & Ranieri, L. (2020). Minimization of the logistic costs in healthcare supply chain: A hybrid model. Procedia Manufacturing, 42, 76–83. https://doi.org/10.1016/j.promfg.2020.02.025
- Makinde, O. A., Sule, A., Ayankogbe, O., & Boone, D. (2018). Distribution of health facilities in Nigeria: Implications and options for universal health coverage. The International Journal of Health Planning and Management, 33(4), e1179–e1192. https://doi.org/10.1002/HPM.2603
- Marques, C. S. E., Ferreira, J. J. M., Ferreira, F. A. F., & Lages, M. F. S. (2013). Entrepreneurial orientation and motivation to start up a business: Evidence from the health service industry. International Entrepreneurship and Management Journal, 9(1), 77–94. https://doi.org/10.1007/s11365-012-0243-2
- Meliala, A., Hort, K., & Trisnantoro, L. (2013). Addressing the unequal geographic distribution of specialist doctors in Indonesia: The role of the private sector and effectiveness of current regulations. Social Science & Medicine, 82, 30–34. https://doi.org/10.1016/J.SOCSCIMED.2013.01.029
- Memon, M. A., T., R., Cheah, J.-H., Ting, H., Chuah, F., & Cham, T. H. (2021). PLS-SEM statistical programs: A review. Journal of Applied Structural Equation Modeling, 5(1), 1-14. https://doi.org/10.47263/jasem.5(1)06
- Moons, K., Waeyenbergh, G., & Pintelon, L. (2019). Measuring the logistics performance of internal hospital supply chains – A literature study. Omega (United Kingdom), 82, 205–217. https://doi.org/10.1016/j.omega.2018.01.007
- Nugraheni, W. P., Zahroh, A. H., & Hartono, R. K. (2021). Best practice of hospital management strategy to thrive in the National Health Insurance (JKN) era. Jurnal Administrasi Kesehatan Indonesia, 9(1), 9. https://doi.org/10.20473/jaki.v9i1.2021.9-22
- Nur, K. R. M. (2018). Illness perception and cardiovascular health behaviour among persons with ischemic heart disease in Indonesia. International Journal of Nursing Sciences, 5(2), 174–180. https://doi.org/10.1016/j.ijnss.2018.04.007
- Owusu Kwateng, K., Lumor, R., & Acheampong, F. O. (2017). Service quality in public and private hospitals: A comparative study on patient satisfaction. International Journal of Healthcare Management, 12(4), 251-258. https://doi.org/10.1080/20479700.2017.1390183
- Pan, X., Kwan, M. P., Yang, L., Zhou, S., Zuo, Z., & Wan, B. (2018). Evaluating the accessibility of healthcare facilities using an integrated catchment area approach. International Journal of Environmental Research and Public Health, 15(9), 209. https://doi.org/10.3390/ijerph15092051
- Pengpid, S., & Peltzer, K. (2017). The prevalence of underweight, overweight/obesity and their related lifestyle factors in Indonesia, 2014–15. AIMS Public Health, 4(6), 633–649. https://doi.org/10.3934/publichealth.2017.6.633
- Prasad, K. L. M., Saraswathi, D., & Winson, R. (2019). The analysis of appointment system to reduce outpatient waiting time at Trichy government hospital. Advances in Mathematics: Scientific Journal, 8(3 Special Issue), 276–284. https://doi.org/10.5923/j.hrmr.20130301.06
- Qian, M., Liu, R., Hu, L., Gao, W., Cai, G., Yang, X., Song, H., & Zhang, J. (2021). Investigation and analysis of the logistics personnel’s working condition in the post-Covid-19 era — An example of a top three hospital in Shanghai. Journal of Emergency Management and Disaster Communications, 02(01), 69–79. https://doi.org/10.1142/s2689980921400029
- Quintana, J. M., González, N., Bilbao, A., Aizpuru, F., Escobar, A., Esteban, C., San-Sebastián, J. A., De-La-Sierra, E., & Thompson, A. (2006). Predictors of patient satisfaction with hospital health care. BMC Health Services Research, 6, 1–9. https://doi.org/10.1186/1472-6963-6-102
- Radu, F., Radu, V., Turkeș, M. C., Ivan, O. R., & Tăbîrcă, A. I. (2022). A research of service quality perceptions and patient satisfaction: Case study of public hospitals in Romania. The International Journal of Health Planning and Management, 37(2), 1018–1048. https://doi.org/10.1002/HPM.3375
- Rai, N., & Thapa, B. (2015). A study on purposive sampling method in research. Kathmandu: Kathmandu School of Law.
- Ramya, N., Kowsalya, A., & Dharanipriya, K. (2019). Service quality and its dimensions. ESPA International Journal of Research and Development (IJRD), 4(February), 38–41.
- Rocha de Carvalho, N. A., Carvalho Moura, E. C., Tolstenko Nogueira, L., Martins Falcão, L., Caminha Aguiar Lopes, V., Marques Santos, J. D., & Ferreira de Morais, F. (2016). Hospital-hotel service and quality of nursing care according to the perspective of inpatients. International Archives of Medicine, 1–11. https://doi.org/10.3823/2237
- Sarstedt, M., Ringle, C. M., Cheah, J. H., Ting, H., Moisescu, O. I., & Radomir, L. (2020). Structural model robustness checks in PLS-SEM. Tourism Economics, 26(4), 531–554. https://doi.org/10.1177/1354816618823921
- Schoenfelder, T., Klewer, J., & Kugler, J. (2011). Determinants of patient satisfaction: A study among 39 hospitals in an in-patient setting in Germany. International Journal for Quality in Health Care, 23(5), 503–509. https://doi.org/10.1093/intqhc/mzr038
- Storm-Versloot, M. N., Vermeulen, H., Van Lammeren, N., Luitse, J. S. K., & Goslings, J. C. (2014). Influence of the Manchester triage system on waiting time, treatment time, length of stay and patient satisfaction: A before and after study. Emergency Medicine Journal, 31(1), 13–18. https://doi.org/10.1136/EMERMED-2012-201099
- Streukens, S., & Leroi-Werelds, S. (2016). Bootstrapping and PLS-SEM: A step-by-step guide to get more out of your bootstrap results. European Management Journal, 34(6), 618–632. https://doi.org/10.1016/j.emj.2016.06.003
- Swain, S., & Kar, N. C. (2018). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 251–269. https://doi.org/10.1108/IJPHM-06-2016-0028
- Swain, S., & Singh, R. K. (2021). Measuring the impact of perceived service quality on insured and uninsured patients’ satisfaction. Measuring Business Excellence, 25(3), 346–367. https://doi.org/10.1108/MBE-06-2020-0095
- Tukamuhabwa, B., Mutebi, H., & Isabirye, D. (2021). Supplier performance in the public healthcare: internal social capital, logistics capabilities and supply chain risk management capabilities as antecedents in a developing economy. Journal of Business and Socio-Economic Development. https://doi.org/10.1108/jbsed-04-2021-0046
- Upadhyai, R., Jain, A. K., Roy, H., & Pant, V. (2019). A review of healthcare service quality dimensions and their measurement. Journal of Health Management, 21(1), 102–127. https://doi.org/10.1177/0972063418822583
- Wood, R., & Wand, A. P. F. (2014). The effectiveness of consultation-liaison psychiatry in the general hospital setting: A systematic review. Journal of Psychosomatic Research, 76(3), 175–192. https://doi.org/10.1016/j.jpsychores.2014.01.002
- Wudu M. (2021). Predictors of adult patient satisfaction with inpatient nursing care in public hospitals of eastern Amhara region, northeastern Ethiopia, 2020. Patient Preference and Adherence, 15, 177–185.
References
Aashima, A., Nanda, M., & Sharma, R. (2021). A review of patient satisfaction and experience with telemedicine: A virtual solution during and beyond Covid-19 pandemic. Telemedicine and E-Health, 27(12), 1325–1331. https://doi.org/10.1089/tmj.2020.0570
Abdullah, M., Makmun, D., Syam, A. F., Fauzi, A., Renaldi, K., Maulahela, H., & Utari, A. P. (2016). Prevalence, risk factors and socio-epidemiological study of gastroesophageal reflux disease: An urban population based study in Indonesia. Asian Journal of Epidemiology, 9(1–3), 18–23. https://doi.org/10.3923/aje.2016.18.23
Akter, S. (2015). Empowerment: doctor vs nurses. Asian Business Review, 1(2), 136. https://doi.org/10.18034/abr.v1i2.326
Aladwan, M. A., Salleh, H. S., Anuar, M. M., ALhwadi, H., & Almomani, I. (2021). Relationship among service quality, patient satisfaction and patient loyalty: Case study in Jordan Mafraq hospital. Linguistics and Culture Review, 5(S3), 27–40. https://doi.org/10.21744/lingcure.v5ns3.1368
Alamelu, R., Rengarajan, V., Dinesh, S., Nalini, R., Shobhana, N., & Amudha, R. (2022). Sustainable supply chain practices with reverse innovation in healthcare start-ups – A Structural Equation Model (SEM) approach. Materials Today: Proceedings, 52, 882–887. https://doi.org/10.1016/j.matpr.2021.10.292
Alarcon-Ruiz, C. A., Heredia, P., & Taype-Rondan, A. (2019). Association of waiting and consultation time with patient satisfaction: Secondary-data analysis of a national survey in Peruvian ambulatory care facilities. BMC Health Services Research, 19(1), 1–9. https://doi.org/10.1186/s12913-019-4288-6
Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Sorguli, S., & Anwar, G. (2021a). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28. https://doi.org/10.22161/ijebm.5.3.2
Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021b). Impact of service quality on the customer satisfaction: Case study at online meeting platforms. International Journal of Engineering, Business and Management, 5(2), 65–77. https://doi.org/10.22161/ijebm.5.2.6
Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of service quality, corporate image and perceived value on brand loyalty with presence and absence of customer satisfaction: A study of four service sectors of Pakistan. International Journal of Academic Research in Business and Social Sciences, 8(2). https://doi.org/10.6007/ijarbss/v8-i2/3885
Azraii, A. B., Kamaruddin, K. N., & Ariffin, F. (2017). An assessment of patient waiting and consultation time in a primary healthcare clinic. Malaysian Family Physician, 12(1), 14–21. http://e-mfp.org/wp-content/uploads/2017/04/original-article-2.pdf
Bandoophanit, T. (2020). Value chain strategies of linen logistics management: The case of a university hospital planning a triple expansion (Thailand). GMSARN International Journal, 14(4), 227–236.
Bleustein, C., Rothschild, D. B., Valen, A., Valaitis, E., Schweitzer, L., & Jones, R. (2014). Wait times, patient satisfaction scores, and the perception of care. The American Journal of Managed Care, 20(5), 393–400. https://europepmc.org/article/med/25181568
Büchner, V. A., Hinz, V., & Schreyögg, J. (2016). Health systems: Changes in hospital efficiency and profitability. Health Care Management Science, 19(2), 130–143. https://doi.org/10.1007/s10729-014-9303-1
Campbell, S., Greenwood, M., Prior, S., Shearer, T., Walkem, K., Young, S., Bywaters, D., & Walker, K. (2020). Purposive sampling: complex or simple? Research case examples. Journal of Research in Nursing, 25(8), 652–661. https://doi.org/10.1177/1744987120927206
Castro, C., Pereira, T., Sá, J. C., & Santos, G. (2020). Logistics reorganization and management of the ambulatory pharmacy of a local health unit in Portugal. Evaluation and Program Planning, 80(February). https://doi.org/10.1016/j.evalprogplan.2020.101801
Cepeda-Carrión, G., Hair, J. F., Ringle, C. M., Roldán, J. L., & García-Fernández, J. (2022). Guest editorial: Sports management research using partial least squares structural equation modeling (PLS-SEM). International Journal of Sports Marketing and Sponsorship, 23(2), 229–240. https://doi.org/10.1108/IJSMS-05-2022-242
Cinaroglu, S. (2021). Changes in hospital efficiency and size: An integrated propensity score matching with data envelopment analysis. Socio-Economic Planning Sciences, 76(October 2020), 100960. https://doi.org/10.1016/j.seps.2020.100960
Cui, C., Zuo, X., Wang, Y., Song, H., Shi, J., & Meng, K. (2020). A comparative study of patients’ 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
Endeshaw, B. (2021). Healthcare service quality-measurement models: A review. Journal of Health Research, 35(2), 106–117. https://doi.org/10.1108/JHR-07-2019-0152
Ferretti, M., Favalli, F., & Zangrandi, A. (2014). Impact of a logistic improvement in an hospital pharmacy: Effects on the economics of a healthcare organization. International Journal of Engineering, Science and Technology, 6(3), 85. https://doi.org/10.4314/ijest.v6i3.7s
Frichi, Y., Jawab, F., & Boutahari, S. (2019). SEM to analyze the interaction between hospital logistics and quality of care, a systematic review. International Colloquium on Logistics and Supply Chain Management, LOGISTIQUA 2019. https://doi.org/10.1109/LOGISTIQUA.2019.8907313
Frichi, Y., Jawab, F., & Boutahari, S. (2020). Modeling the impact of hospital logistics on quality of care and patient satisfaction: Results of a survey in three public healthcare facilities in Fez-Morocco. Journal of Industrial Engineering and Management, 13(2), 296–320. https://doi.org/10.3926/jiem.3143
García Márquez, F. P., García Pardo, I. P., & Nieto, M. R. M. (2015). Competitiveness based on logistic management: A real case study. Annals of Operations Research, 233(1), 157–169. https://doi.org/10.1007/s10479-013-1508-z
Geberu, D. M., Biks, G. A., Gebremedhin, T., & Mekonnen, T. H. (2019). Factors of patient satisfaction in adult outpatient departments of private wing and regular services in public hospitals of Addis Ababa, Ethiopia: A comparative cross-sectional study. BMC Health Services Research, 19(1), 1–13. https://doi.org/10.1186/s12913-019-4685-x
Giena, V. P., Thongpat, S., & Nitirat, P. (2018). Predictors of health-promoting behaviour among older adults with hypertension in Indonesia. International Journal of Nursing Sciences, 5(2), 201–205. https://doi.org/10.1016/j.ijnss.2018.04.002
Gonzalez, M. E. (2019). Improving customer satisfaction of a healthcare facility: Reading the customers’ needs. Benchmarking, 26(3), 854–870. https://doi.org/10.1108/BIJ-01-2017-0007
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., & Ringle, C. M. (2018). The Results of PLS-SEM article information. European Business Review, 31(1), 2–24.
Handayani, P. W., Hidayanto, A. N., Sandhyaduhita, P. I., Kasiyah, & Ayuningtyas, D. (2015). Strategic hospital services quality analysis in Indonesia. Expert Systems with Applications, 42(6), 3067–3078. https://doi.org/10.1016/j.eswa.2014.11.065
Hierink, F., Okiro, E. A., Flahault, A., & Ray, N. (2021). The winding road to health: A systematic scoping review on the effect of geographical accessibility to health care on infectious diseases in low- and middle-income countries. PLoS ONE, 16(1 January), 1–15. https://doi.org/10.1371/journal.pone.0244921
Hughes, R., & Margetts, B. (2012). The public health nutrition intervention management bi-cycle: A model for training and practice improvement. Public Health Nutrition, 15(11), 1981–1988. https://doi.org/10.1017/S1368980011002011
Hwang, J.-I. (2006). Factors influencing consultation time and waiting time of ambulatory patients in a tertiary teaching hospital. Journal of Korean Society Quality Assurance Health Care, 12(1), 6.
Jawab, F., Frichi, Y., & Boutahari, S. (2018). Hospital logistics activities. Proceedings of the International Conference on Industrial Engineering and Operations Management, 2018-March, 3228–3237.
Kahlenberg, C. A., Nwachukwu, B. U., McLawhorn, A. S., Cross, M. B., Cornell, C. N., & Padgett, D. E. (2018). Patient satisfaction after total knee replacement: A systematic review. HSS Journal, 14(2), 192–201. https://doi.org/10.1007/s11420-018-9614-8
Karim, A. M. (2015). Logistics System Performance (GPO-I-01-06-00007-00; 1, Issue October).
Kriegel, J., Jehle, F., Dieck, M., & Mallory, P. (2013). Advanced services in hospital logistics in the German health service sector. Logistics Research, 6(2), 47–56. https://doi.org/10.1007/S12159-013-0100-X
Lapierre, S. D., & Ruiz, A. B. (2007). Scheduling logistic activities to improve hospital supply systems. Computers and Operations Research, 34(3), 624–641. https://doi.org/10.1016/j.cor.2005.03.017
Liu, M., Zhang, Z., & Zhang, D. (2017). Logistics planning for hospital pharmacy trusteeship under a hybrid of uncertainties. Transportation Research Part E: Logistics and Transportation Review, 101, 201–215. https://doi.org/10.1016/j.tre.2017.02.006
Loehlin, J. C. (2003). Latent variable models: An introduction to factor, path, and structural equation analysis: Fourth edition. United Kingdom: Taylor & Francis.
Lucchese, A., Marino, A., & Ranieri, L. (2020). Minimization of the logistic costs in healthcare supply chain: A hybrid model. Procedia Manufacturing, 42, 76–83. https://doi.org/10.1016/j.promfg.2020.02.025
Makinde, O. A., Sule, A., Ayankogbe, O., & Boone, D. (2018). Distribution of health facilities in Nigeria: Implications and options for universal health coverage. The International Journal of Health Planning and Management, 33(4), e1179–e1192. https://doi.org/10.1002/HPM.2603
Marques, C. S. E., Ferreira, J. J. M., Ferreira, F. A. F., & Lages, M. F. S. (2013). Entrepreneurial orientation and motivation to start up a business: Evidence from the health service industry. International Entrepreneurship and Management Journal, 9(1), 77–94. https://doi.org/10.1007/s11365-012-0243-2
Meliala, A., Hort, K., & Trisnantoro, L. (2013). Addressing the unequal geographic distribution of specialist doctors in Indonesia: The role of the private sector and effectiveness of current regulations. Social Science & Medicine, 82, 30–34. https://doi.org/10.1016/J.SOCSCIMED.2013.01.029
Memon, M. A., T., R., Cheah, J.-H., Ting, H., Chuah, F., & Cham, T. H. (2021). PLS-SEM statistical programs: A review. Journal of Applied Structural Equation Modeling, 5(1), 1-14. https://doi.org/10.47263/jasem.5(1)06
Moons, K., Waeyenbergh, G., & Pintelon, L. (2019). Measuring the logistics performance of internal hospital supply chains – A literature study. Omega (United Kingdom), 82, 205–217. https://doi.org/10.1016/j.omega.2018.01.007
Nugraheni, W. P., Zahroh, A. H., & Hartono, R. K. (2021). Best practice of hospital management strategy to thrive in the National Health Insurance (JKN) era. Jurnal Administrasi Kesehatan Indonesia, 9(1), 9. https://doi.org/10.20473/jaki.v9i1.2021.9-22
Nur, K. R. M. (2018). Illness perception and cardiovascular health behaviour among persons with ischemic heart disease in Indonesia. International Journal of Nursing Sciences, 5(2), 174–180. https://doi.org/10.1016/j.ijnss.2018.04.007
Owusu Kwateng, K., Lumor, R., & Acheampong, F. O. (2017). Service quality in public and private hospitals: A comparative study on patient satisfaction. International Journal of Healthcare Management, 12(4), 251-258. https://doi.org/10.1080/20479700.2017.1390183
Pan, X., Kwan, M. P., Yang, L., Zhou, S., Zuo, Z., & Wan, B. (2018). Evaluating the accessibility of healthcare facilities using an integrated catchment area approach. International Journal of Environmental Research and Public Health, 15(9), 209. https://doi.org/10.3390/ijerph15092051
Pengpid, S., & Peltzer, K. (2017). The prevalence of underweight, overweight/obesity and their related lifestyle factors in Indonesia, 2014–15. AIMS Public Health, 4(6), 633–649. https://doi.org/10.3934/publichealth.2017.6.633
Prasad, K. L. M., Saraswathi, D., & Winson, R. (2019). The analysis of appointment system to reduce outpatient waiting time at Trichy government hospital. Advances in Mathematics: Scientific Journal, 8(3 Special Issue), 276–284. https://doi.org/10.5923/j.hrmr.20130301.06
Qian, M., Liu, R., Hu, L., Gao, W., Cai, G., Yang, X., Song, H., & Zhang, J. (2021). Investigation and analysis of the logistics personnel’s working condition in the post-Covid-19 era — An example of a top three hospital in Shanghai. Journal of Emergency Management and Disaster Communications, 02(01), 69–79. https://doi.org/10.1142/s2689980921400029
Quintana, J. M., González, N., Bilbao, A., Aizpuru, F., Escobar, A., Esteban, C., San-Sebastián, J. A., De-La-Sierra, E., & Thompson, A. (2006). Predictors of patient satisfaction with hospital health care. BMC Health Services Research, 6, 1–9. https://doi.org/10.1186/1472-6963-6-102
Radu, F., Radu, V., Turkeș, M. C., Ivan, O. R., & Tăbîrcă, A. I. (2022). A research of service quality perceptions and patient satisfaction: Case study of public hospitals in Romania. The International Journal of Health Planning and Management, 37(2), 1018–1048. https://doi.org/10.1002/HPM.3375
Rai, N., & Thapa, B. (2015). A study on purposive sampling method in research. Kathmandu: Kathmandu School of Law.
Ramya, N., Kowsalya, A., & Dharanipriya, K. (2019). Service quality and its dimensions. ESPA International Journal of Research and Development (IJRD), 4(February), 38–41.
Rocha de Carvalho, N. A., Carvalho Moura, E. C., Tolstenko Nogueira, L., Martins Falcão, L., Caminha Aguiar Lopes, V., Marques Santos, J. D., & Ferreira de Morais, F. (2016). Hospital-hotel service and quality of nursing care according to the perspective of inpatients. International Archives of Medicine, 1–11. https://doi.org/10.3823/2237
Sarstedt, M., Ringle, C. M., Cheah, J. H., Ting, H., Moisescu, O. I., & Radomir, L. (2020). Structural model robustness checks in PLS-SEM. Tourism Economics, 26(4), 531–554. https://doi.org/10.1177/1354816618823921
Schoenfelder, T., Klewer, J., & Kugler, J. (2011). Determinants of patient satisfaction: A study among 39 hospitals in an in-patient setting in Germany. International Journal for Quality in Health Care, 23(5), 503–509. https://doi.org/10.1093/intqhc/mzr038
Storm-Versloot, M. N., Vermeulen, H., Van Lammeren, N., Luitse, J. S. K., & Goslings, J. C. (2014). Influence of the Manchester triage system on waiting time, treatment time, length of stay and patient satisfaction: A before and after study. Emergency Medicine Journal, 31(1), 13–18. https://doi.org/10.1136/EMERMED-2012-201099
Streukens, S., & Leroi-Werelds, S. (2016). Bootstrapping and PLS-SEM: A step-by-step guide to get more out of your bootstrap results. European Management Journal, 34(6), 618–632. https://doi.org/10.1016/j.emj.2016.06.003
Swain, S., & Kar, N. C. (2018). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 251–269. https://doi.org/10.1108/IJPHM-06-2016-0028
Swain, S., & Singh, R. K. (2021). Measuring the impact of perceived service quality on insured and uninsured patients’ satisfaction. Measuring Business Excellence, 25(3), 346–367. https://doi.org/10.1108/MBE-06-2020-0095
Tukamuhabwa, B., Mutebi, H., & Isabirye, D. (2021). Supplier performance in the public healthcare: internal social capital, logistics capabilities and supply chain risk management capabilities as antecedents in a developing economy. Journal of Business and Socio-Economic Development. https://doi.org/10.1108/jbsed-04-2021-0046
Upadhyai, R., Jain, A. K., Roy, H., & Pant, V. (2019). A review of healthcare service quality dimensions and their measurement. Journal of Health Management, 21(1), 102–127. https://doi.org/10.1177/0972063418822583
Wood, R., & Wand, A. P. F. (2014). The effectiveness of consultation-liaison psychiatry in the general hospital setting: A systematic review. Journal of Psychosomatic Research, 76(3), 175–192. https://doi.org/10.1016/j.jpsychores.2014.01.002
Wudu M. (2021). Predictors of adult patient satisfaction with inpatient nursing care in public hospitals of eastern Amhara region, northeastern Ethiopia, 2020. Patient Preference and Adherence, 15, 177–185.