Optimizing Customer Loyalty Through The Information System Customer Approach at Harapan Hospitals

Authors

  • Angelia Dwi Ceissa Universitas Dian Nuswantoro
  • Indra Gamayanto Universitas Dian Nuswantoro
  • Sasono Wibowo Universitas Dian Nuswantoro

DOI:

https://doi.org/10.30871/jaic.v9i2.9202

Keywords:

Information System Customer, Customer Relationship Management (CRM), Customer Loyalty, Customer Satisfaction, Hospital

Abstract

This research aims to optimize hospitals customer loyalty through a Customer Relationship Management (CRM) approach. In the increasingly competitive healthcare industry, customer satisfaction is key to retaining and attracting new customers. SERVQUAL is one of the methods we use in this study so that by implementing CRM, hospitals can understand patient needs, improve service quality, and build long-term relationships. This study uses a quantitative approach with a survey method of 106 respondents who are hospital customers. The results of the analysis show that the implementation of CRM has a significant effect on patient satisfaction and loyalty. Although the overall satisfaction rate reached 84.9%, several aspects needed to be improved, such as the waiting time of doctors and the speed of the registration process. Recommendations to improve the effectiveness of CRM in hospitals include the development of digital systems and staff training.

Downloads

Download data is not yet available.

Author Biographies

Indra Gamayanto, Universitas Dian Nuswantoro

Program Studi Sistem Informasi

Sasono Wibowo, Universitas Dian Nuswantoro

Program Studi Sistem Informasi

References

[1] A. P. Kusumah dan A. Achadi, “Systematic Review : Dampak Implementasi Customer Relationship Management Terhadap Rumah Sakit,” J. Ilm. Mhs. Kesehat. Masy., vol. 6, no. 3, Art. no. 3, Agu 2021, doi: 10.37887/jimkesmas.v6i3.20192.

[2] A. Prasetya dan R. Utari, “Analisis Customer Relationship Management (Crm) Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pelanggan Cv. Cipta Adhi Nugraha Creative,” ResearchGate, Okt 2024, doi: 10.55606/jebaku.v2i2.547.

[3] I. Gamayanto, F. Angelina, dan H. T. Maulana, We Are What We Choose: Smart Startup Business Model, The Seven Stages of Smart Startup Profiling. Independently published, 2023.

[4] M. H. Saputra dan L. A. Pratomo, “Optimization of relational capital and the strength of SMEs network collaboration to improve its performance: Evidence from Indonesia,” J. Manaj. Dan Pemasar. Jasa, vol. 16, no. 1, Art. no. 1, Mei 2023, doi: 10.25105/jmpj.v16i1.16527.

[5] V. Guerola-Navarro, H. Gil-Gomez, R. Oltra-Badenes, dan J. Sendra-García, “Customer relationship management and its impact on innovation: A literature review,” J. Bus. Res., vol. 129, hlm. 83–87, Mei 2021, doi: 10.1016/j.jbusres.2021.02.050.

[6] S. Suharto dan Y. Yuliansyah, “(PDF) The Influence of Customer Relationship Management and Customer Experience on Customer Satisfaction,” ResearchGate, Okt 2024, doi: 10.33019/ijbe.v7i1.641.

[7] S.-Y. Hung, W.-H. Hung, C.-A. Tsai, dan S.-C. Jiang, “Critical factors of hospital adoption on CRM system: Organizational and information system perspectives,” Decis. Support Syst., vol. 48, no. 4, hlm. 592–603, Mar 2010, doi: 10.1016/j.dss.2009.11.009.

[8] D. Saputra Mokoagow, F. Mokoagow, S. Pontoh, M. Ikhsan, J. Pondang, dan V. Paramarta, “Sistem Informasi Manajemen Rumah Sakit dalam Meningkatkan Efisiensi: Mini Literature Review,” COMSERVA J. Penelit. Dan Pengabdi. Masy., vol. 3, no. 10, hlm. 4135–4144, Feb 2024, doi: 10.59141/comserva.v3i10.1223.

[9] H. Setiaji dan F. Wahid, “Masalah Implementasi Sistem Informasi Rumah Sakit: Pelajaran dari Beberapa Proyek,” Semin. Nas. Inform. Medis SNIMed, hlm. 97–105, 2015.

[10] D. T. Utami dan H. Achmad, “Faktor Penentu Loyalitas Pasien Di Rumah Sakit,” J. Hosp. Manag., vol. 1, no. 02, Agu 2018, doi: 10.47007/johm.v1i02.2618.

[11] N. Hidayah, A. Bachtiar, dan C. Candi, “Hubungan Kualitas Pelayanan Dengan Kepuasan Pasien Di Rumah Sakit : Systematic Review,” PREPOTIF J. Kesehat. Masy., vol. 8, no. 3, hlm. 6300–6308, Des 2024, doi: 10.31004/prepotif.v8i3.37178.

[12] A. P. Parasuraman, V. Zeithaml, dan L. Berry, “SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality,” J. Retail., Jan 1988.

[13] V. A. Zeithaml, Delivering Quality Service. New York, NY: Free Press, 2009.

[14] J. M. Carman, “Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions,” J. Retail., vol. 66, no. 1, hlm. 33–55, 1990.

[15] “Applied Logistic Regression, 3rd Edition | Wiley,” Wiley.com. Diakses: 5 Maret 2025. [Daring]. Tersedia pada: https://www.wiley.com/en-us/Applied+Logistic+Regression%2C+3rd+Edition-p-9780470582473

[16] J. Dawes, “Do Data Characteristics Change According to the Number of Scale Points Used? An Experiment Using 5-Point, 7-Point and 10-Point Scales,” Int. J. Mark. Res., vol. 50, no. 1, hlm. 61–104, Jan 2008, doi: 10.1177/147078530805000106.

[17] R. Ladhari, “A review of twenty years of SERVQUAL research,” Int. J. Qual. Serv. Sci., vol. 1, no. 2, hlm. 172–198, Jan 2009, doi: 10.1108/17566690910971445.

[18] A. Zarei, M. Arab, A. R. Froushani, A. Rashidian, dan S. M. Ghazi Tabatabaei, “Service quality of private hospitals: The Iranian Patients’ perspective,” BMC Health Serv. Res., vol. 12, no. 1, hlm. 31, Feb 2012, doi: 10.1186/1472-6963-12-31.

[19] Z. Aurelia, R. Efkelin, dan S. G. Harahap, “Hubungan Customer Relantionship Management (CRM) dengan Loyalitas Pasien di Bagian Administrasi Rumah Sakit Umum Daerah Pademangan,” Malahayati Nurs. J., vol. 6, no. 11, Art. no. 11, Nov 2024, doi: 10.33024/mnj.v6i11.17202.

[20] I. F. Pratama dan E. Purwanto, “Sistem Informasi Manajemen Rumah Sakit Dalam Meningkatkan Efisiensi,” COMSERVA J. Penelit. Dan Pengabdi. Masy., vol. 3, no. 07, Art. no. 07, Nov 2023, doi: 10.59141/comserva.v3i07.1044.

[21] M. R. R. R. N. L. Loha, L. Maria, dan A. S. Kristiana, “Literatur Review: Perbedaan Kepuasan Antara Pasien Jaminan Kesehatan Nasional (Jkn) dan Umum Terkait Pelayanan Kesehatan Rawat Inap,” Prof. Health J., vol. 4, no. 1, hlm. 72–87, Des 2022, doi: 10.54832/phj.v4i1.285.

[22] H. Hammad dan A. Ramie, “Perkembangan Rumah Sakit di Indonesia di Era Disruptif,” ResearchGate, Des 2024, doi: 10.36086/jkm.v2i1.1146.

[23] D. Rahma dan D. Prayoga, “Faktor Yang Berpengaruh Terhadap Loyalitas Pasien Rawat Inap di Rumah Sakit: Scoping Review,” Poltekita J. Ilmu Kesehat., vol. 16, hlm. 384–391, Nov 2022, doi: 10.33860/jik.v16i3.967.

[24] Y. Baashar dkk., “Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review,” Comput. Stand. Interfaces, vol. 71, hlm. 103442, Agu 2020, doi: 10.1016/j.csi.2020.103442.

[25] C.-I. Hsu, P.-L. Hsu, dan C. Chiu, “Customer Relationship Management in Healthcare Service – An Integrated DSS Framework for Patient Loyalty,” dalam New Advances in Intelligent Decision Technologies: Results of the First KES International Symposium IDT 2009, K. Nakamatsu, G. Phillips-Wren, L. C. Jain, dan R. J. Howlett, Ed., Berlin, Heidelberg: Springer, 2009, hlm. 509–517. doi: 10.1007/978-3-642-00909-9_48.

[26] E. W. Lee, “Data Mining Application in Customer Relationship Management for Hospital Inpatients,” Healthc. Inform. Res., vol. 18, no. 3, hlm. 178–185, Sep 2012, doi: 10.4258/hir.2012.18.3.178.

[27] H. Chahal, “Two component customer relationship management model for healthcare services,” Manag. Serv. Qual. Int. J., vol. 20, no. 4, hlm. 343–365, Jan 2010, doi: 10.1108/09604521011057487.

[28] Y.-H. Liang, “Customer Relationship Management in Healthcare: A Case Study of a Large Hospital in Southern Taiwan Using Fuzzy C-means Clustering,” dalam Machine Learning and Granular Computing: A Synergistic Design Environment, W. Pedrycz dan S.-M. Chen, Ed., Cham: Springer Nature Switzerland, 2024, hlm. 329–350. doi: 10.1007/978-3-031-66842-5_11.

[29] S. Nimako, F. Azumah, F. Donkor, dan V. Adu-Brobbey, “Confirmatory factor analysis of service quality dimensions within mobile telephony industry in Ghana,” vol. 15, Jan 2012.

Downloads

Published

2025-03-18

How to Cite

[1]
Angelia Dwi Ceissa, I. Gamayanto, and S. Wibowo, “Optimizing Customer Loyalty Through The Information System Customer Approach at Harapan Hospitals”, JAIC, vol. 9, no. 2, pp. 373–382, Mar. 2025.

Issue

Section

Articles

Similar Articles

1 2 3 4 5 > >> 

You may also start an advanced similarity search for this article.