tesis gilbert (hitam)repository.uph.edu/8281/9.haslightboxthumbnailversion/bibliograph… · chin,...

13
100 DAFTAR PUSTAKA Abrahamsson, B., Berg, M. L. U., Jutengren, G., dan Jonsson, A. (2015). To recommend the local primary health-care centre or not: what importance do patients attach to initial contact quality, staff continuity and responsive staff encounters? International Journal for Quality in Health Care, Volume 27, Issue 3, June, 196–200. Abubakar, A. M., Ilkan, M., Meshall Al-Tal, R., dan Eluwole, K. K. (2017). eWOM, revisit intention, destination trust and gender. Journal of Hospitality and Tourism Management, 31, 220–227. Ahmed, F., Burt, J., dan Roland, M. (2014). Measuring Patient Experience: Concepts and Methods. The Patient - Patient-Centered Outcomes Research, 7(3), 235–241. Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 4, 291–5. Azmi, T., Rahman, M. H., Mustafi, M. A. A., dan Islam, M. R. (2017). Measurement of Patient Satisfaction with SERVQUAL Model of Private Hospitals: SEM Approach. American Journal of Management, 17(3). Bappenas. (2013). Proyeksi Penduduk Indonesia. Badan Pusat Statistik, Jakarta- Indonesia. Bayliss, R. I. S. (1981). The medical check-up. British Medical Journal, Volume 283, 631-634. Berry, L. L., dan Bendapudi, N. (2007). Health Care. Journal of Service Research, 10(2), 111–122.

Upload: others

Post on 19-Oct-2020

2 views

Category:

Documents


0 download

TRANSCRIPT

  • 100

    DAFTAR PUSTAKA

    Abrahamsson, B., Berg, M. L. U., Jutengren, G., dan Jonsson, A. (2015). To

    recommend the local primary health-care centre or not: what importance do

    patients attach to initial contact quality, staff continuity and responsive staff

    encounters? International Journal for Quality in Health Care, Volume 27,

    Issue 3, June, 196–200.

    Abubakar, A. M., Ilkan, M., Meshall Al-Tal, R., dan Eluwole, K. K.

    (2017). eWOM, revisit intention, destination trust and gender. Journal of

    Hospitality and Tourism Management, 31, 220–227.

    Ahmed, F., Burt, J., dan Roland, M. (2014). Measuring Patient Experience:

    Concepts and Methods. The Patient - Patient-Centered Outcomes Research,

    7(3), 235–241.

    Arndt, J. (1967). Role of product-related conversations in the diffusion of a new

    product. Journal of Marketing Research, 4, 291–5.

    Azmi, T., Rahman, M. H., Mustafi, M. A. A., dan Islam, M. R. (2017).

    Measurement of Patient Satisfaction with SERVQUAL Model of Private

    Hospitals: SEM Approach. American Journal of Management, 17(3).

    Bappenas. (2013). Proyeksi Penduduk Indonesia. Badan Pusat Statistik, Jakarta-

    Indonesia.

    Bayliss, R. I. S. (1981). The medical check-up. British Medical Journal, Volume

    283, 631-634.

    Berry, L. L., dan Bendapudi, N. (2007). Health Care. Journal of Service Research,

    10(2), 111–122.

  • 101

    Butalid, L., Bensing, J. M., dan Verhaak, P. F. M. (2014). Talking about

    psychosocial problems: An observational study on changes in doctor–

    patient communication in general practice between 1977 and 2008. Patient

    Education and Counseling, 94, 314–321.

    Çakmakoğlu Arici, N. dan Güçer, E. The Antecedents of Revisit Intention in

    Medical Businesses. Journal of Business Research Turk. 740-757.

    Chaniotakis, I. E., dan Lymperopoulos, C. (2009). Service quality effect on

    satisfaction and word of mouth in the health care industry. Managing

    Service Quality: An International Journal, 19(2), 229–242.

    Charlton, C. R., Dearing, K. S., Berry, J. A., dan Johnson, M. J. (2008). Nurse

    practitioners communication styles and their impact on patient outcomes:

    An integrated literature review. Journal of the American Academy of Nurse

    Practitioners, 20(7), 382–388.

    Chen, X., Yu, H., dan Yu, F. (2015). What is the optimal number of response

    alternatives for rating scale? From an information processing perspective.

    Journal of Marketing Analytics, Vol. 3, 2, 69-78.

    Chin, W., dan Newsted, P.. (1999). Structural Equation Modeling Analysis with

    Small Samples Using Partial Least Square. Statistical Strategies for Small

    Sample Research.

    Dempsey, C., Reilly, B., dan Buhlman, N. (2014). Improving the Patient

    Experience. JONA: The Journal of Nursing Administration, 44(3), 142–151.

    Dinh, T. D., dan Mai, K. N. (2016). Guerrilla marketing’s effects on Gen Y’s word-

    of-mouth intention – a mediation of credibility. Asia Pacific Journal of

    Marketing and Logistics, 28(1), 4–22.

  • 102

    Derksen, F., Bensing, J., dan Lagro-Janssen, A. (2013). Effectiveness of empathy

    in general practice: a systematic review. British Journal of General

    Practice, 63(606), e76–e84.

    Eilers, G. M. (2004). Improving Patient Satisfaction With Waiting Time. Journal

    of American College Health, 53(1), 41–48.

    Elisa, Divianto, dan Hutagaol, M. (2014). Pengaruh Kualitas Layanan Terhadap

    Kepuasan Pasien Medical Check Up (MCU) pada Rumah Sakit Dr. AK.

    Gani Palembang. Jurnal Orasi Bisnis Edisi ke-XI, 35-45.

    Farhud, D. D. (2015). Impact of Lifestyle on Health. Iran J Public Health, Vol. 44,

    No.11, 1442-1444.

    Ferguson, R. J., Paulin, M., dan Bergeron, J. (2010). Customer sociability and the

    total service experience. Journal of Service Management, 21(1), 25–44.

    Fortenberry, J. L., dan McGoldrick, P. J. (2015). Internal marketing: A pathway for

    healthcare facilities to improve the patient experience. International Journal

    of Healthcare Management, 9(1), 28–33.

    Gefen, D., Rigdon, E.R. and Straub, D. (2011).Editorial comment: an update and

    extension to SEM guidelines for administrative and social science research.

    MIS Quarterly, Vol. 35 No. 2, pp. iii-xiv.

    Ghozali, I., dan Latan, H. (2015). Partial Least Squares: Concepts, Techniques and

    Applications using SmartPLS 3. Diponegoro University Press.

    Ha, J. F., Anat, D. S., dan Longnecker, N. (2010). Doctor-patient communication:

    a review. The Ochsner journal, 10(1), 38–43.

  • 103

    Hair, J. F., Hult, G. T. M, Ringle, C. M., dan Sarstedt, M. (2016). A Primer on

    Partial Least Squares Structural Equation Modeling (PLS-SEM). SAGE

    Publications, Inc.

    Hair, J. F., Risher, J. J., Sarstedt, M., dan Ringle, C. M. (2018). When to use and

    how to report the results of PLS-SEM. European Business Review.

    Handayani, P. W., Hidayanto, A. N., Sandhyaduhita, P. I., Kasiyah, dan

    Ayuningtyas, D. (2015). Strategic hospital services quality analysis in

    Indonesia. Expert Systems with Applications, 42(6), 3067–3078.

    Haugan, G., Innstrand, S. T., dan Moksnes, U. K. (2013). The effect of nurse-patient

    interaction on anxiety and depression in cognitively intact nursing home

    patients. Journal of Clinical Nursing, 22(15-16), 2192–2205.

    HCAHPS Survey Questions. (n.d.). In Anesthesia Business Consultants. Retrieved

    from: https://www.anesthesiallc.com/images/eAlertsSource/HCAHPS-

    Survey-Questions.pdf

    Hedges, C., Hunt, C., dan Ball, P. (2018). Quiet Time Improves the Patient

    Experience. Journal of Nursing Care Quality.

    Hennig-Thurau, T., Gwinner, K. P., Walsh, G., dan Gremler, D. D.

    (2004). Electronic word-of-mouth via consumer-opinion platforms: What

    motivates consumers to articulate themselves on the Internet? Journal of

    Interactive Marketing, 18(1), 38–52.

    Henry, S. G., Fuhrel-Forbis, A., Rogers, M. A. M., dan Eggly, S.

    (2012). Association between nonverbal communication during clinical

    interactions and outcomes: A systematic review and meta-analysis. Patient

    Education and Counseling, 86(3), 297–315.

  • 104

    Henseler, J., Ringle, C. M., dan Sarstedt,. (2015). A New Criterion for Assessing

    Discriminant Validity in Variance-based Structural Equation Modeling.

    Journal of the Academy of Marketing Science, 43, 115-135.

    Hojat, M., Louis, D. Z., Markham, F. W., Wender, R., Rabinowitz, C., dan

    Gonnella, J. S. (2011). Physiciansʼ Empathy and Clinical Outcomes for

    Diabetic Patients. Academic Medicine, 86(3), 359–364.

    Inman, C. (2015). Promoting a perception of quietness on a telemetry unit. Nursing,

    45(9), 14–17.

    International Labour Organization. (1998). Occupational Safety and Health Series

    No. 72. International Labour Office, Geneva, Switzerland.

    Jennings, N., Clifford, S., Fox, A. R., O’Connell, J., dan Gardner, G. (2015). The

    impact of nurse practitioner services on cost, quality of care, satisfaction and

    waiting times in the emergency department: A systematic review.

    International Journal of Nursing Studies, 52(1), 421–435.

    Jiang, S. (2017). Pathway Linking Patient-Centered Communication to Emotional

    Well-Being: Taking into Account Patient Satisfaction and Emotion

    Management. Journal of Health Communication, 22(3), 234–242.

    Johnson, D. M, dan Russell, R. S. (2015). SEM of Service Quality to Predict Overall

    Patient Satisfaction in Medical Clinics: A Case Study. Quality Management

    Journal, 22:4, 18-36.

    Johnston, R., dan Kong, X. (2011). The customer experience: a road‐map for

    improvement. Managing Service Quality: An International Journal, 21(1),

    5–24.

  • 105

    Jr., J. F. H., Matthews, L. M., Matthews, R. L., dan Sarstedt, M. (2017). PLS-SEM

    or CB-SEM: updated guidelines on which method to use. International

    Journal of Multivariate Data Analysis, 1(2), 107-123.

    Kamal, K. 2019. Penerapan Sistem Kesehatan di Industri Hulu Migas Edisi Kedua.

    Universitas Indonesia Publshing.

    Kementrian Kesehatan RI. (2014). PERMENKES No. 9 Tahun 2014 Tentang

    Klinik. Jakarta: Indonesia.

    Kementerian Kesehatan RI. (2018). Hasil Utama Riskesdas 2018. Badan Penelitian

    dan Pengembangan Kesehatan.

    Kementrian Kesehatan RI. (2019). Profil Kesehatan Indonesia. Jakarta: Indonesia

    Kementrian Tenaga Kerja dan Transmigrasi RI (1980). PERMENAKER No. 2

    Tahun 1980 Tentang Pemeriksaan Kesehatan Tenaga Kerja dalam

    Penyelenggaraan Keselamatan Kerja. Jakarta: Indonesia.

    Kemp, K., McCormack, B., Chan, N., Santana, M. J., dan Quan, H.

    (2015). Correlation of Inpatient Experience Survey Items and Domains

    With Overall Hospital Rating. Journal of Patient Experience, 2(2), 29–36.

    Kennedy, G. D., Tevis, S. E., dan Kent, K. C. (2014). Is There a Relationship

    Between Patient Satisfaction and Favorable Outcomes? Annals of Surgery,

    260(4), 592–600.

    Khoso, P. A., Yew, V. W. C., dan Mutalib, M. H. A. (2016). Comparing and

    Contrasting Health Behaviour with Illness Behaviour. Journal of Social

    Sciences and Humanities, Vol. 11, No. 2 (2016) 578-589.

    Kitapci, O., Akdogan, C., dan Dortyol, İ. T. (2014). The Impact of Service Quality

    Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-

  • 106

    Mouth Communication in the Public Healthcare Industry. Procedia - Social

    and Behavioral Sciences, 148, 161–169.

    Ko, Y. K. (2010). The Relationships among Waiting Time, Patient's Satisfaction,

    and Revisiting Intention of Outpatients in General Hospital. J Korean Acad

    Nurs Adm, 16(3):219-228.

    Kulkarni, M. V., Dasgupta, S., Deoke, A. R., dan Nayse. (2011). Study of

    Satisfaction of Patients Admitted in a Tertiary Care Hospital in Nagpur.

    National Journal of Community Medicine, Volume 2 Issue 1, 37-39.

    Kumah, E. (2017). Patient experience and satisfaction with a healthcare system:

    connecting the dots. International Journal of Healthcare Management, 1-7.

    Kourkouta, L., dan Papathanasiou, I. V. (2014). Communication in Nursing

    Practice. Master Sociomed, Feb; 26 (1): 65-7.

    LaVela, S. L. dan Gallan, A. S. (2014). Evaluation and Measurement of Patient

    Experience. Patient Experience Journal, 1 (1), 28-36.

    Lee, S. Y., dan Kim, J. H. (2014). Effects of Servicescape on Perceived Service

    Quality, Satisfaction and Behavioral Outcomes in Public Service Facilities.

    Journal of Asian Architecture and Building Engineering, 13(1), 125–131.

    Lee, S., dan Kim, E.-K. (2017). The Effects of Korean Medical Service Quality and

    Satisfaction on Revisit Intention of the United Arab Emirates Government

    Sponsored Patients. Asian Nursing Research, 11(2), 142–149.

    Lee, Y. C., dan Wu, W. L. (2015). Impression management in doctor-patient

    communication: experience in Taiwan. International Journal of Electronic

    Customer Relationship Management, 9(2/3), 87.

  • 107

    Lin, C.-H. (2012). Effects of Cuisine Experience, Psychological Well-Being, and

    Self-Health Perception on the Revisit Intention of Hot Springs Tourists.

    Journal of Hospitality dan Tourism Research, 38(2), 243-265.

    Ling, M. L., Apisarnthanarak, A., Thu, l., Villanueva, V., Pandjaitan, C., dan Yusof,

    M. Y. (2015). APSIC Guidelines for environmental cleaning and

    decontamination. Antimicrobial Resistance and Infection Control, 4, 58.

    Liu, C.-H. S., dan Lee, T. (2016). Service quality and price perception of service:

    Influence on word-of-mouth and revisit intention. Journal of Air Transport

    Management, 52, 42–54.

    Matusitz, J., dan Spear, J. (2014). Effective Doctor–Patient Communication: An

    Updated Examination. Social Work in Public Health, 29(3), 252–266.

    Maidl, C. A., Leske, J. S., dan Garcia, A. E. (2014). The Influence of “Quiet Time”

    for Patients in Critical Care. Clinical Nursing Research, 23(5), 544–559.

    Manary, M. P., Boulding, W., Staelin, R., dan Glickman, S. W. (2013). The Patient

    Experience and Health Outcomes. New England Journal of Medicine,

    368(3), 201-203.

    Medeiros, D. J., Swenson, E., dan DeFlitch, C. (2008). Improving patient flow in a

    hospital emergency department. 2008 Winter Simulation Conference, 1526-

    1531.

    Meesala, A., dan Paul, J. (2018). Service quality, consumer satisfaction and loyalty

    in hospitals: Thinking for the future. Journal of Retailing and Consumer

    Services, 40, 261–269.

  • 108

    Mishra, P. H., dan Mishra, T. (2005). Study of Patient Satisfaction at a Super

    Specialty Tertiary Care Hospital. Indian Journal of Clinical Practice, Vol.

    25, No. 7, 624-634.

    Mitchell, M. D., Lavenberg, J. G., Trotta, R. L., dan Umscheid, C. A. (2014).

    Hourly rounding to improve nursing responsiveness: a systematic

    review. The Journal of nursing administration, 44(9), 462-472.

    National Health Service. (2017). Good practice guide: Focus on improving patient

    flow. NHS Improvement.

    Nurhakim, A. S., Suparno, O., dan Nurrochmat, D. R. (2018). Pengembangan

    Model Bisnis dan Strategi Pelayanan Kesehatan XYZ. Jurnal Aplikasi

    Manajemen dan Bisnis, Vol. 4 (2), 251-260.

    Oh, Y. S., dan Cho, Y. (2015). Examining the Relationships Between Resources

    and Online Health Information Seeking Among Patients With Chronic

    Diseases and Healthy People. Social Work in Health Care, 54(2), 83-100.

    Ong, L. M. L., Visser, M. R. M., Lammes, F. B., dan de Haes, J. C. J. M.

    (2000). Doctor–Patient communication and cancer patients’ quality of life

    and satisfaction. Patient Education and Counseling, 41(2), 145–156.

    Parasuraman, A., Zeithaml, V. A., dan Berry, L. L. (1985). A Conceptual Model of

    Service Quality and Its Implications for Future Research. Journal of

    Marketing, 49(4), 41.

    Paulsel, M. L., McCroskey, J. C., dan Richmond, V. P. (2006). Perceptions of

    Health Care Professionals’ Credibility as a Predictor of Patients’

    Satisfaction with their Medical Care and Physician. Communication

    Research Reports, 23(2), 69–76.

  • 109

    Price, R. A., Elliott, M. N., Zaslavsky, A. M., Hays, R. D., Lehrman, W. G.,

    Rybowski, L., … Cleary, P. D. (2014). Examining the Role of Patient

    Experience Surveys in Measuring Health Care Quality. Medical Care

    Research and Review, 71(5), 522–554.

    Rathert, C., Mittler, J. N., Banerjee, S., dan McDaniel, J. (2017). Patient-centered

    communication in the era of electronic health records: What does the

    evidence say? Patient Education and Counseling, 100(1), 50–64.

    Reichheld, F. F. (2003). The One Number You Need to Know to Grow. Harvard

    Business Review, 81 (December), 46–54.

    Ringle, C. M., Wende, S., and Becker, J.-M. (2015). SmartPLS 3. Boenningstedt:

    SmartPLS GmbH, http://www.smartpls.com.

    Ringle, C. M., dan Sarstedt, M. (2016). Gain more insight from your PLS-SEM

    results. Industrial Management dan Data Systems, 116(9), 1865–1886.

    Ross, D. S., dan Venkatesh, D. Dr. (2015). An Empirical Study of the Factors

    Influencing Quality of Healthcare and Its Effects on Patient Satisfaction.

    International Journal of Innovative Research in Science, Engineering and

    Technology, Volume 4 Issue 2, 54-59.

    See-To, E. W. K., dan Ho, K. K. W. (2014). Value co-creation and purchase

    intention in social network sites: The role of electronic Word-of-Mouth and

    trust – A theoretical analysis. Computers in Human Behavior, 31, 182–189.

    Seiler, A., Knee, A., Shaaban, R., Bryson, C., Paadam, J., Harvey, R., … Lagu, T.

    (2017). Physician communication coaching effects on patient experience.

    PLOS ONE, 12(7), e0180294.

  • 110

    Sekaran, U. dan Bougie, R. 2016. Research Methods for Business A Skill-Building

    Approach Seventh Edition. John Wiley dan Sons Ltd.

    Shin, Y., Thai, V. V., Grewal, D., dan Kim, Y. (2017). Do corporate sustainable

    management activities improve customer satisfaction, word of mouth

    intention and repurchase intention? Empirical evidence from the shipping

    industry. The International Journal of Logistics Management, 28(2), 555-

    570.

    Shmueli, G., Ray, S., Velasquez Estrada, J. M., dan Chatla, S. B. (2016). The

    elephant in the room: Predictive performance of PLS models. Journal of

    Business Research, 69(10), 4552–4564.

    Street, R. L., Makoul, G., Arora, N. K., dan Epstein, R. M. (2009). How does

    communication heal? Pathways linking clinician–patient communication to

    health outcomes. Patient Education and Counseling, 74(3), 295–301.

    Sudirman, I. (2012). Understanding the Dynamics Interaction within Indonesia

    Healthcare Competition. European Journal of Business and Management,

    Vol. 4 (11), 94-100.

    Teutsch, C. (2003). Patient–doctor communication. Medical Clinics of North

    America, 87(5), 1115–1145.

    Tevis, S. E., dan Kennedy, G. D. (2015). Patient satisfaction: does surgical volume

    matter? Journal of Surgical Research, 196(1), 124–129.

    Thorne, R., dan Shepherd, D. (2013). Quiet as an Environmental Value: A Contrast

    between Two Legislative Approaches. International Journal of

    Environmental Research and Public Health, 10(7), 2741–2759.

  • 111

    Um, S., Chon, K., dan Ro, Y. (2006). Antecedents of revisit intention. Annals of

    Tourism Research, 33(4), 1141–1158.

    Vilnai-Yavetz, I., dan Gilboa, S. (2010). The Effect of Servicescape Cleanliness on

    Customer Reactions. Services Marketing Quarterly, 31(2), 213–234.

    Virgini, V., Meindl-Fridez, C., Battegay, E., dan Zimmerli, L. (2015). Check-up

    examination: recommendation in adults. Swiss Medical Weekly. 145:14075.

    Wandebori, H., dan Pidada, IGN. Ag. A. P. (2017). Revisit Intention to Hospital:

    Factors Unveiled from a Case Study of Balimed Hospital. Jurnal

    Manajemen Teori dan Terapan, Tahun 10. No. 3, 205-216.

    Wiciak, J. Mleczko, D., Ozga, A., Wszołek, G., Wierzbicki, J., Piechowicz, J., dan

    Malecki, P. (2015). Quietness in the Soundscape of the Białowieża National

    Park. Acta Physica Polonica A, Volume 128, 79-85.

    Wilson, C., Whiteman, K., Stephens, K., Swanson-Biearman, B., dan LaBarba, J.

    (2017). Improving the Patientʼs Experience With a Multimodal Quiet-at-

    Night Initiative. Journal of Nursing Care Quality, 32(2), 134–140.

    Wolf, J. A., Niederhauser, V., Marshburn, D., dan LaVela, S. L. (2014). Defining

    Patient Experience. Patient Experience Journal, Vol. 1: Iss. 1, Article 3, 7-

    19.

    Wu, C.-C. (2011). The Impact of Hospital Brand Image on Service Quality, Patient

    Satisfaction and Loyalty. African Journal of Business Management, Vol. 5

    (12), 4873-4882.

    Wu, H.-C., Ai, C.-H., Yang, L.-J., dan Li, T. (2015). A Study of Revisit Intentions,

    Customer Satisfaction, Corporate Image, Emotions and Service Quality in

  • 112

    the Hot Spring Industry. Journal of China Tourism Research, 11(4), 371–

    401.

    Wu, H.-C., Li, T., dan Li, M.-Y. (2016). A Study of Behavioral Intentions, Patient

    Satisfaction, Perceived Value, Patient Trust and Experiential Quality for

    Medical Tourists. Journal of Quality Assurance in Hospitality dan Tourism,

    17(2), 114–150.

    Wu, H., dan Lu, N. (2016). How your colleagues’ reputation impact your patients’

    odds of posting experiences: Evidence from an online health community.

    Electronic Commerce Research and Applications, (16), 7–17.