Hospital Management Strategies: Impacts on Quality of Care and Patient Satisfaction – A Systematic Review

Ade Rudiono Tria; Puput Indriani; Purwadhi Purwadhi; Yani Restiani Widjadja

doi:10.30640/ekonomika45.v13i2.6091

Authors

Ade Rudiono Tria Universitas Adhirajasa Reswara Sanjaya Bandung
Puput Indriani Universitas Adhirajasa Reswara Sanjaya Bandung
Purwadhi Purwadhi Universitas Adhirajasa Reswara Sanjaya Bandung
Yani Restiani Widjadja Universitas Adhirajasa Reswara Sanjaya Bandung

DOI:

https://doi.org/10.30640/ekonomika45.v13i2.6091

Keywords:

Healthcare, Hospital, Management, Patient, Service

Abstract

Hospital management strategies, including process optimization, strategic planning, and Total Quality Management (TQM), have demonstrated positive effects on healthcare quality and patient satisfaction. Significant improvements have been observed in specific areas such as administrative efficiency and pharmacy waiting times following Failure Mode and Effects Analysis (FMEA)-based interventions. Patient-centered approaches and TQM consistently enhance service quality dimensions, including reliability, responsiveness, empathy, and assurance. Many studies indicate positive relationships between management strategies and quality indicators, particularly in structural and clinical outcomes, although the connection with patient satisfaction is sometimes inconsistent. These findings highlight the important role of leadership involvement, effective decision-making, and technology integration in improving hospital performance. Evidence also shows that strategic planning contributes to increased patient retention and reduced service complaints in healthcare facilities. This review addresses an important gap by synthesizing recent evidence from both Indonesian and global hospital settings, particularly where resource limitations and health policy factors influence service outcomes. Additional findings reveal stronger patient satisfaction in outpatient and emergency services through empathy-focused staff training and digital health systems. The implications emphasize the need for adaptive and sustainable management strategies, while future research should explore stronger causal relationships between management interventions and patient satisfaction outcomes.

References

Alammar, A. N., Al Mutairi, A. Q., Al Harbi, N. A., Jalotaibi, F. A., Dabloul, R. A., Albaidi, M. I., Almousa, F. S., Almutairi, A. Z., & Alkhashman, A. S. (2025). Impact of hospital management strategies on the quality of clinical care: A systematic review. Journal of Medical and Life Science, 7(3), 414–423. https://doi.org/10.21608/jmals.2025.444378

Dermawan, D. T. B., Kosasih, K., Utojo, W., Asnar, E. S. M., & Yuliaty, F. (2025). Pengaruh perencanaan strategis di Klinik Basmalah Medika terhadap mutu pelayanan dan kepuasan pasien. Akademik: Jurnal Mahasiswa Ekonomi & Bisnis, 5(2). https://doi.org/10.37481/jmeb.v5i2.1322

Dewi, M. P., & Haksama, S. (2025). Pengaruh manajemen strategis terhadap kualitas pelayanan pasien di rumah sakit: Systematic review. Prepotif: Jurnal Kesehatan Masyarakat, 9(3). https://doi.org/10.31004/prepotif.v9i3.51086

Grecia, H., & Evana, E. (2025). Pengaruh earnings performance terhadap cumulative abnormal return dengan internal control sebagai variabel moderasi. Jurnal Ekonomi, Akuntansi, Dan Perpajakan, 2(2), 128–143. https://doi.org/10.61132/jeap.v2i2.925

Herawati, L., Utama, A. S., Irena, F., & Sholekah, Q. (2026). Evaluasi dampak intervensi peningkatan mutu pelayanan terhadap kepuasan pasien rawat jalan: Studi kuasi-eksperimental pada sebuah rumah sakit swasta Jakarta Selatan. Jurnal Ners, 10(1), 838–843. https://doi.org/10.31004/jn.v10i1.52375

Hotroha, G., & Evana, E. (2025). Pengaruh earnings performance terhadap cumulative abnormal return dengan internal control sebagai variabel moderasi. Jurnal Ekonomi, Akuntansi, Dan Perpajakan, 2(2), 128–143. https://doi.org/10.61132/jeap.v2i2.925

Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson.

Kusnanto, E., & Hadi, A. S. P. (2025). The influence of index fund ownership on share recall behavior and proxy voting outcomes: A qualitative review. Akuntansi Dan Ekonomi Pajak: Perspektif Global, 2(1), 87–102. https://doi.org/10.61132/aeppg.v2i1.819

Maulia, H., & Hartono, B. (2024). Analisis dan strategi manajemen mutu pelayanan kesehatan: Studi teoritis dan praktis di berbagai fasilitas kesehatan. Ovum: Journal of Midwifery and Health Sciences, 4(2), 57–70. https://doi.org/10.47701/ovum.v4i2.3951

Nursamawi, & Nugrahaningsih, H. (2025). Content marketing analysis of Bank Syariah Indonesia: A literature study on successful and effective content marketing strategies. Ekonomi Keuangan Syariah Dan Akuntansi Pajak, 2(2), 52–62. https://doi.org/10.61132/eksap.v2i3.1503

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Prasetyo, F. A., Triswanto, T., & Noviarini, T. (2025). Analisis deskriptif pemahaman bahasa Inggris di kalangan pelaku UMKM dalam industri keuangan syariah di Jepara. Ekonomi Keuangan Syariah Dan Akuntansi Pajak, 2(1), 182–191. https://doi.org/10.61132/eksap.v2i1.792

Pulungan, A. S., Hakim, A., & Rahmah, R. A. (2025). Pengaruh fasilitas terhadap kepuasan pelanggan pada usaha Pondok Parsotoan Sidojadi 2 Panyabungan Kabupaten Mandailing Natal. Jiesa. https://doi.org/10.61132/jiesa.v2i6.1657

Putri, N., Pangihutan, R., Mahardika, Y., Purwadhi, P., & Widjaja, Y. R. (2025). Pengaruh strategi manajemen rumah sakit dalam meningkatkan kualitas dan kepuasan pasien: Literatur review. J-CEKI: Jurnal Cendekia Ilmiah, 4(2).

Robbins, S. P., & Coulter, M. (2018). Management (14th ed.). Pearson.

Rosita, N. P. I., Wijaya, I. W. S., & Mutiarahati, N. L. A. C. (2023). Strategi manajemen rumah sakit dalam meningkatkan kualitas pelayanan pasien. Jurnal Pengabdian dan Pemberdayaan Masyarakat, 1(2), 28–35. https://doi.org/10.54107/abdimahosada.v1i2.191

Sallis, E. (2014). Total quality management in education (3rd ed.). Routledge. https://doi.org/10.4324/9780203417010

Supriyanto, S., & Ernawaty. (2010). Pemasaran industri jasa kesehatan. Andi Offset.

Tjiptono, F. (2012). Service management: Mewujudkan layanan prima. Andi.

Wulandari, R. Y., Rosidawati, I., & Mulyani, K. (2024). Strategi manajemen kepuasan pasien melalui mutu layanan di instalasi gawat darurat RSUD Kota Mataram. PESHUM: Jurnal Pendidikan, Sosial dan Humaniora, 4(1).

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill.