Analysis of Service Quality, Word of Mouth, and Hospital Image on Inpatient Satisfaction at X Jayapura Hospital

Thalia Gabriella Siriwa; Cokki Cokki

doi:10.59261/jbt.v7i3.691

Authors

Thalia Gabriella Siriwa Universitas Tarumanagara
Cokki Universitas Tarumanagara

DOI:

https://doi.org/10.59261/jbt.v7i3.691

Keywords:

Image Hospital, Patient Satisfaction, Service Quality, SmartPLS, Word of Mouth

Abstract

Background: Postharvest deterioration of tropical fruits is strongly influenced by respiration activity, which is highly sensitive to storage temperature. However, limited information is available on respiration kinetics of underutilized fruits such as namnam (Cynometra cauliflora), hindering proper postharvest management strategies.

Objective: This study aims to evaluate the effect of storage temperature on respiration kinetics and to estimate the preliminary shelf life of namnam fruit using kinetic modeling approaches.

Method: Namnam fruits were stored at 10°C, 20°C, and 30°C and analyzed using a closed-system CO₂ absorption method with triplicate measurements. Respiration rates were calculated and further evaluated using linear regression, Arrhenius modeling, Q10 temperature coefficients, and a zero-order degradation model for shelf-life prediction.

Result: Respiration rate increased with rising temperature, showing a strong linear relationship (R² = 0.9984). Arrhenius analysis produced an apparent activation energy of 27.3 kJ mol⁻¹ with a moderate model fit (R² = 0.6682). Q10 values ranged from 1.45 to 1.68, indicating moderate temperature sensitivity. Estimated shelf life decreased from 13.46 days at 10°C to 9.06 days at 20°C and 6.26 days at 30°C.

Conclusion: Lower storage temperatures effectively reduced respiration activity and extended shelf life, although respiration-based predictions should be validated using direct quality and sensory parameters for practical application.

References

Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Dewi, A. R., Suryawati, C., & Arso, S. P. (2023). Pengaruh kualitas pelayanan dan citra rumah sakit terhadap kepuasan pasien di indonesia: literature review. Media Publikasi Promosi Kesehatan Indonesia, 6(10), 1940–1949. https://doi.org/https://doi.org/10.56338/mppki.v6i10.4075

Eftitah, E., Nyoman, N., Martini, P., Susbiyani, A., Sakit, R., Fatimah, I., & Muhammadiyah, U. (2023). The influence of satisfaction and hospital image on

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. JAMA, 308(2), 139–140. https://doi.org/10.1001/jama.2012.7381

Jackson, J. L., Chamberlin, J., & Kroenke, K. (2001). Predictors of patient satisfaction. European Business Review, 52(4), 609–620. https://doi.org/https://doi.org/10.1016/S0277-9536(00)00164-7

Kementrian Kesehatan Republik Indonesia. (2020). Peraturan menteri kesehatan nomor 3 tahun 2020 tentang klasifikasi dan perizinan rumah sakit (Issue 3, pp. 1–80).

Kementrian Kesehatan Republik Indonesia. (2023). Peraturan menteri kesehatan republik indonesia no. 3 tahun 2023 tentang standar tarif pelayanan kesehatan dalam penyelenggaraan program jaminan kesehatan (pp. 1–721).

Kementrian Kesehatan Republik Indonesia. (2024). Dashboard RS. https://sirs.kemkes.go.id/fo/home/dashboard_rs

Khaulla Miandi, R., & Peristiowati, Y. (2022). Pengaruh akreditasi untuk meningkatkan mutu pelayanan dan keselamatan pasien di rumah sakit (studi sistematik review). Jurnal Ilmiah Perekam Dan Informasi Kesehatan Imelda (JIPIKI), 7(1), 80–87. https://doi.org/10.52943/jipiki.v7i1.712

Kupfer, J. M., & Bond, E. U. (2012). Patient satisfaction and patient-centered care: necessary but not equal. JAMA, 308(2), 139–140. https://doi.org/10.1001/jama.2012.7381

Magno, F., Cassia, F., & Ringle, C. M. M. (2022). A brief review of partial least squares structural equation modeling (PLS-SEM) use in quality management studies. TQM Journal. https://doi.org/10.1108/TQM-06-2022-0197

Maxham, J. G., & Netemeyer, R. G. (2002). A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts. Journal of Marketing, 66(4), 57–71. https://doi.org/10.1509/jmkg.66.4.57.18512

Nasyrah, Darwis, & Hasmin. (2017). Analisis pengaruh dimensi kualitas pelayanan terhadap kepuasan pasien rawat inap di rumah sakit bhayangkara makassar. Jurnal Mirai Management, 2, 133–148.

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Jurnal Mirai Management, 2, 133–148.

Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of Retailing and Consumer Services, 8(4), 227–236. https://doi.org/10.1016/s0969-6989(00)00029-1

Nindy, E., Hanafiah, A., & Alhabsyi, T. (2023). The influence of hospital image and service quality on the satisfaction and loyalty of inpatient BPJS patients. Indonesian Journal of Health Information Management (JMIKI), 11(1), 80–85. https://doi.org/10.33560/jmiki.v11i1.525

Peraturan Pemerintah RI. (2009). Undang-undang republik indonesia no. 44 tahun 2009 tentang Rumah Sakit.

Prakoeswa, CRS, Hidayah, N., & Dewi, A. (2022). A systematic review on hospital's patient satisfaction and loyalty in Indonesia. Open Access Macedonian Journal of Medical Sciences, 10(F), 655–664. https://doi.org/10.3889/oamjms.2022.10100

Ryan, N., & Wijaya, H. (2025). The effect of hospital image, perceived medical quality, word of mouth on the intention to visit again at the internal medicine polyclinic of Ciawi Hospital. Eduvest - Journal of Universal Studies, 5(3), 3361–3373.

Saint, HO, & Cokki. (2025). The influence of hospital image on patient satisfaction and service quality in regional general hospitals. Journal of Business Management and Entrepreneurship, 9(5), 945–957.

Slovin, E. (1960). Slovin’s formula for sampling technique. https://prudencexd.weebly.com/

Syafitri, RD, Rinaldi, EA, & Ambarini, T. (2026). The influence of word of mouth, electronic word of mouth and brand image on outpatient decisions at RSI Al Muchtar Karawang. Journal of Hospital Management and Administration, 10(1).

Utami, SP, Yanti, AR, & Hasyim, H. (2024). The influence of electronic word of mouth and digital marketing on revisit intention mediated by hospital image in patients at Hospital X Bogor. Journal of Information Systems Management Economics, 6(2), 1130–1139.

Warjiman, Sulistiyo, Y., & Chrismilasari, LA (2020). Patient satisfaction with nursing services in the inpatient ward of Buntok Regional General Hospital, Central Kalimantan. Suaka Insan Nursing Journal, 5(2), 187–191.

Wulandari, S., Junaidi, J., & Heri, H. (2023). Analisis strategi pemasaran alat kesehatan terhadap kepuasan dan loyalitas konsumen di PT. Alexa Medika Pekanbaru. South East Asia Management Concern, 1(1), 35–40. https://doi.org/10.61761/seamac.1.1.35-40.