IHIP dalam Pelayanan Rumah Sakit: Tinjauan Literatur Sistematis

Ermiati Ermiati; Evelin Vianetha Prima Snak; Fauziyah Widya Musthika; Grace Wonnae Elita; A Rohendi

doi:10.31004/riggs.v5i2.9449

Authors

Ermiati Ermiati Universitas Adhirajasa Reswara Sanjaya
Evelin Vianetha Prima Snak Universitas Adhirajasa Reswara Sanjaya
Fauziyah Widya Musthika Universitas Adhirajasa Reswara Sanjaya
Grace Wonnae Elita Universitas Adhirajasa Reswara Sanjaya
A Rohendi Universitas Adhirajasa Reswara Sanjaya

DOI:

https://doi.org/10.31004/riggs.v5i2.9449

Keywords:

Karakteristik Jasa Rumah Sakit, Intangibilitas, Inseparabilitas, Heterogenitas, IHIP, Pemasaran Jasa Kesehatan, Kualitas Pelayanan, Tinjauan Literatur Sistematis

Abstract

Rumah sakit sebagai institusi jasa kesehatan memiliki karakteristik yang berbeda dari produk manufaktur, terutama melalui dimensi intangibilitas, inseparabilitas, heterogenitas, dan perishabilitas (IHIP), yang menimbulkan tantangan manajerial dan strategis yang khas. Penelitian ini bertujuan melakukan tinjauan literatur sistematis untuk mengidentifikasi dan mensintesis temuan empiris maupun konseptual terkait karakteristik jasa rumah sakit, manifestasinya dalam operasional layanan, serta implikasi manajerialnya. Tinjauan dilakukan menggunakan protokol PRISMA 2020 melalui database Scopus, PubMed/MEDLINE, CINAHL, EBSCO, dan Google Scholar pada publikasi tahun 2013–2024. Dari 923 artikel yang ditemukan, sebanyak 46 artikel memenuhi kriteria inklusi dan dianalisis menggunakan sintesis tematik. Hasil kajian menunjukkan bahwa kerangka IHIP merupakan karakteristik dominan dalam layanan rumah sakit. Intangibilitas menekankan pentingnya bukti fisik dan reputasi, inseparabilitas menempatkan interaksi tenaga kesehatan dan pasien sebagai penentu kualitas layanan, heterogenitas mendorong standardisasi melalui pedoman klinis dan akreditasi, sedangkan perishabilitas menuntut pengelolaan kapasitas dan permintaan secara real-time. Selain itu, keterlibatan pasien serta asimetri informasi dan kepercayaan juga menjadi karakteristik penting dalam pelayanan kesehatan. Secara keseluruhan, karakteristik IHIP tidak hanya bersifat teoretis, tetapi menjadi determinan utama dalam manajemen operasional, pemasaran, dan sumber daya manusia rumah sakit. Kajian ini juga menegaskan relevansi kerangka pemasaran jasa yang dikembangkan oleh Christopher Lovelock dan Lauren Wright dalam pengelolaan layanan rumah sakit modern.

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