Tesis Gilbert (HITAM)repository.uph.edu/8281/9.haslightboxThumbnailVersion/Bibliograph… · Chin,...
Transcript of Tesis Gilbert (HITAM)repository.uph.edu/8281/9.haslightboxThumbnailVersion/Bibliograph… · Chin,...
-
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.