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Abstract
Penelitian ini bertujuan untuk menguji pengaruh pengalaman hospitalitas pasien dan keterlibatan perawat terhadap retensi pasien serta kinerja operasional rumah sakit, dengan retensi pasien sebagai variabel mediasi. Fokus penelitian adalah pada pentingnya aspek non-klinis dalam membangun hubungan jangka panjang dengan pasien dan meningkatkan efektivitas sistem pelayanan kesehatan. Metode penelitian menggunakan pendekatan kuantitatif dengan model persamaan struktural berbasis varian (PLS-SEM) untuk menganalisis data yang dikumpulkan melalui kuesioner dengan melibatkan 218 sampel dari pasien. Hasil penelitian menunjukkan bahwa pengalaman hospitalitas pasien dan keterlibatan perawat secara signifikan memengaruhi retensi pasien, dengan keterlibatan perawat memiliki pengaruh yang lebih kuat. Kedua variabel juga berdampak langsung terhadap kinerja operasional rumah sakit. Selain itu, retensi pasien terbukti memediasi hubungan antara pengalaman hospitalitas dan keterlibatan perawat terhadap kinerja operasional, menegaskan peran penting retensi pasien dalam mendukung efisiensi dan keberlanjutan layanan rumah sakit. Penelitian ini menunjukkan bahwa aspek humanis dan emosional dalam pelayanan kesehatan, terutama yang melibatkan interaksi langsung dengan perawat, memiliki dampak strategis yang luas, tidak hanya pada kepuasan pasien tetapi juga pada kinerja institusi. Implikasinya, rumah sakit perlu mengembangkan kebijakan yang memperkuat kesejahteraan perawat dan menciptakan pengalaman layanan yang hangat dan personal guna meningkatkan retensi pasien dan kinerja operasional secara keseluruhan.
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References
- Almomani, R. Z. Q., Al-Ghdabi, R. R., & Hamdan, K. M. (2020). Patients’ satisfaction of health service quality in public hospitals: A PubHosQual analysis. Management Science Letters, 10(8), 1803–1812. https://doi.org/10.5267/j.msl.2019.12.038
- Altinay, L., Alrawadieh, Z., Tulucu, F., & Arici, H. E. (2023). The effect of hospitableness on positive emotions, experience, and well-being of hospital patients. International Journal of Hospitality Management, 110(November 2022), 103431. https://doi.org/10.1016/j.ijhm.2023.103431
- Benitez, J., Henseler, J., Castillo, A., & Schuberth, F. (2020). How to perform and report an impactful analysis using partial least squares: Guidelines for confirmatory and explanatory IS research. Information & Management, 57(2), 103168. https://doi.org/10.1016/j.im.2019.05.003
- Chen, X., Zhao, W., Yuan, J., Qin, W., Zhang, Y., & Zhang, Y. (2022). The Relationships Between Patient Experience with Nursing Care, Patient Satisfaction and Patient Loyalty: A Structural Equation Modeling. Patient Preference and Adherence, 16(October), 3173–3183. https://doi.org/10.2147/PPA.S386294
- Hair, J. F., Risher, J. J., Sarstedt, M., & 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, J., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM).
- Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
- Khoiro, R. A. N., Nurhikmah, & Dewi, S. (2025). The Journal of Academic Science Transforming Healthcare Delivery : Strengthening Nurse Engagement in Patient Centered Care Practice. The Journal of Academic Science, 1(2), 392–397.
- Mortazavi, S., Kazemi, M., Shirazi, A., & Aziz-Abadi, A. (2009). The relationships between patient satisfaction and loyalty in the private hospital industry. Iranian Journal of Public Health, 38(3), 60–69.
- Manley, S. C., Hair, J. F., Williams, R. I., & McDowell, W. C. (2021). Essential new PLS-SEM analysis methods for your entrepreneurship analytical toolbox. International Entrepreneurship and Management Journal, 17(4), 1805–1825. https://doi.org/10.1007/s11365-020-00687-6
- Nguyen, N. X., Tran, K., & Nguyen, tuyet A. (2021). Impact of Service Quality on In-Patients’ Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country. Patient Preference and Adherence, 15(August), 2523–2538.
- Nur, H. N., Hamka, & Yuliana, N. (2022). The Effect of Work Engagement on Nurse Performance at Makassar City Hospital. Journal of Asian Multicultural Research for Medical and Health Science Study, 3(1), 10–17. https://doi.org/10.47616/jamrmhss.v3i1.231
- Roemer, E., Schuberth, F., & Henseler, J. (2021). HTMT2–an improved criterion for assessing discriminant validity in structural equation modeling. Industrial Management & Data Systems, 121(12), 2637–2650. https://doi.org/10.1108/IMDS-02-2021-0082
- Sarstedt, M., Ringle, C. M., Smith, D., Reams, R., & Hair, J. F. (2014). Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy, 5(1), 105–115. https://doi.org/10.1016/j.jfbs.2014.01.002
- Shie, A. J., Huang, Y. F., Li, G. Y., Lyu, W. Y., Yang, M., Dai, Y. Y., Su, Z. H., & Wu, Y. J. (2022). Exploring the Relationship Between Hospital Service Quality, Patient Trust, and Loyalty From a Service Encounter Perspective in Elderly With Chronic Diseases. Frontiers in Public Health, 10(May). https://doi.org/10.3389/fpubh.2022.876266
- Sholichah, F., Widiharti, & Sari, D. J. E. (2023). Leadership Style and Nurse Performance in the Inpatient Ward of Muhammadiyah Gresik Hospital: A Cross-sectional Study. Fundamental and Management Nursing Journal, 6(2), 64–68. https://doi.org/10.20473/fmnj.v6i2.45198
- Vidian, M., & Sulistiadi, W. (2023). The Role of Hospitality to Improve the Patient Experience in Hospital: a Scoping Review. Jurnal Menara Medika, 6(2), 328–335.
References
Almomani, R. Z. Q., Al-Ghdabi, R. R., & Hamdan, K. M. (2020). Patients’ satisfaction of health service quality in public hospitals: A PubHosQual analysis. Management Science Letters, 10(8), 1803–1812. https://doi.org/10.5267/j.msl.2019.12.038
Altinay, L., Alrawadieh, Z., Tulucu, F., & Arici, H. E. (2023). The effect of hospitableness on positive emotions, experience, and well-being of hospital patients. International Journal of Hospitality Management, 110(November 2022), 103431. https://doi.org/10.1016/j.ijhm.2023.103431
Benitez, J., Henseler, J., Castillo, A., & Schuberth, F. (2020). How to perform and report an impactful analysis using partial least squares: Guidelines for confirmatory and explanatory IS research. Information & Management, 57(2), 103168. https://doi.org/10.1016/j.im.2019.05.003
Chen, X., Zhao, W., Yuan, J., Qin, W., Zhang, Y., & Zhang, Y. (2022). The Relationships Between Patient Experience with Nursing Care, Patient Satisfaction and Patient Loyalty: A Structural Equation Modeling. Patient Preference and Adherence, 16(October), 3173–3183. https://doi.org/10.2147/PPA.S386294
Hair, J. F., Risher, J. J., Sarstedt, M., & 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, J., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM).
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Khoiro, R. A. N., Nurhikmah, & Dewi, S. (2025). The Journal of Academic Science Transforming Healthcare Delivery : Strengthening Nurse Engagement in Patient Centered Care Practice. The Journal of Academic Science, 1(2), 392–397.
Mortazavi, S., Kazemi, M., Shirazi, A., & Aziz-Abadi, A. (2009). The relationships between patient satisfaction and loyalty in the private hospital industry. Iranian Journal of Public Health, 38(3), 60–69.
Manley, S. C., Hair, J. F., Williams, R. I., & McDowell, W. C. (2021). Essential new PLS-SEM analysis methods for your entrepreneurship analytical toolbox. International Entrepreneurship and Management Journal, 17(4), 1805–1825. https://doi.org/10.1007/s11365-020-00687-6
Nguyen, N. X., Tran, K., & Nguyen, tuyet A. (2021). Impact of Service Quality on In-Patients’ Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country. Patient Preference and Adherence, 15(August), 2523–2538.
Nur, H. N., Hamka, & Yuliana, N. (2022). The Effect of Work Engagement on Nurse Performance at Makassar City Hospital. Journal of Asian Multicultural Research for Medical and Health Science Study, 3(1), 10–17. https://doi.org/10.47616/jamrmhss.v3i1.231
Roemer, E., Schuberth, F., & Henseler, J. (2021). HTMT2–an improved criterion for assessing discriminant validity in structural equation modeling. Industrial Management & Data Systems, 121(12), 2637–2650. https://doi.org/10.1108/IMDS-02-2021-0082
Sarstedt, M., Ringle, C. M., Smith, D., Reams, R., & Hair, J. F. (2014). Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy, 5(1), 105–115. https://doi.org/10.1016/j.jfbs.2014.01.002
Shie, A. J., Huang, Y. F., Li, G. Y., Lyu, W. Y., Yang, M., Dai, Y. Y., Su, Z. H., & Wu, Y. J. (2022). Exploring the Relationship Between Hospital Service Quality, Patient Trust, and Loyalty From a Service Encounter Perspective in Elderly With Chronic Diseases. Frontiers in Public Health, 10(May). https://doi.org/10.3389/fpubh.2022.876266
Sholichah, F., Widiharti, & Sari, D. J. E. (2023). Leadership Style and Nurse Performance in the Inpatient Ward of Muhammadiyah Gresik Hospital: A Cross-sectional Study. Fundamental and Management Nursing Journal, 6(2), 64–68. https://doi.org/10.20473/fmnj.v6i2.45198
Vidian, M., & Sulistiadi, W. (2023). The Role of Hospitality to Improve the Patient Experience in Hospital: a Scoping Review. Jurnal Menara Medika, 6(2), 328–335.