Service-Profit Chain Rumah Sakit: Tinjauan Literatur Sistematis

Nugroho Rizki Pratomo; Putri Mutiara Sari; Rahmi Ayu Wulandari; Restika Osin Sukur; A Rohendi

doi:10.31004/riggs.v5i2.9380

Authors

Nugroho Rizki Pratomo Universitas Adhirajasa Reswara Sanjaya
Putri Mutiara Sari Universitas Adhirajasa Reswara Sanjaya
Rahmi Ayu Wulandari Universitas Adhirajasa Reswara Sanjaya
Restika Osin Sukur Universitas Adhirajasa Reswara Sanjaya
A Rohendi Universitas Adhirajasa Reswara Sanjaya

DOI:

https://doi.org/10.31004/riggs.v5i2.9380

Keywords:

Service-Profit Chain, Kualitas Layanan Internal, Kepuasan Karyawan, Kepuasan Pasien, Loyalitas Pasien, Kinerja Finansial Rumah Sakit, Tinjauan Literatur Sistematis

Abstract

Penelitian ini bertujuan mengidentifikasi dan mensintesis bukti empiris mengenai penerapan Service-Profit Chain (SPC) dalam manajemen rumah sakit. Kerangka SPC menjelaskan hubungan berurutan antara kualitas layanan internal, kepuasan dan loyalitas karyawan, nilai layanan, kepuasan pasien, loyalitas pasien, serta kinerja finansial organisasi. Penelitian menggunakan metode tinjauan literatur sistematis berdasarkan pedoman PRISMA 2020. Pencarian dilakukan pada enam basis data, yaitu Scopus, PubMed/MEDLINE, CINAHL, EBSCO, ProQuest Health and Medical Collection, dan Google Scholar, terhadap publikasi periode 2013-2024. Dari 1.014 artikel yang teridentifikasi, sebanyak 48 artikel memenuhi kriteria inklusi dan dianalisis melalui thematic synthesis serta narrative synthesis. Hasil penelitian menunjukkan enam komponen utama SPC dalam konteks rumah sakit, yaitu kualitas layanan internal, kepuasan karyawan, retensi dan keterlibatan karyawan, kepuasan pasien, loyalitas pasien, serta kinerja finansial rumah sakit. Kualitas layanan internal terbukti menjadi fondasi utama karena dukungan manajerial, kecukupan sumber daya, iklim keselamatan, dan sistem kerja yang baik meningkatkan kepuasan serta produktivitas tenaga kesehatan. Employee engagement dan service climate berperan sebagai mediator penting, sedangkan burnout menjadi faktor penghambat utama. Kepuasan dan kepercayaan pasien berkontribusi terhadap loyalitas, kunjungan ulang, rekomendasi, dan efisiensi operasional. Temuan ini menegaskan bahwa implementasi SPC secara terintegrasi dapat membantu rumah sakit menghubungkan kebijakan sumber daya manusia, kualitas layanan, pengalaman pasien, dan kinerja finansial secara berkelanjutan. Secara praktis, rumah sakit perlu membangun sistem pengukuran terpadu, kepemimpinan transformasional, program retensi, pengembangan kompetensi, dan pencegahan burnout untuk memperkuat setiap tautan rantai layanan secara konsisten dan berkelanjutan.

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