Optimalisasi Patient Experience dalam Meningkatkan Reputasi Rumah Sakit : Peluang Layanan Hiperbarik Sebagai Profit Center

الملخص

Hyperbaric therapy is one of the hospital's flagship services, potentially becoming a profit center and strengthening organizational competitiveness. However, empirical evidence regarding the role of patient experience in building hospital reputation in the context of hyperbaric services is still limited. This empirical study aims to analyze the influence of patient experience on the reputation of private hospitals through the parallel mediation of service personalization and service innovation. This study used a quantitative approach with a survey design of 191 patients who had undergone hyperbaric therapy at four private hospitals in Jakarta. Data analysis was performed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). Patient experience is measured as a higher-order construct (HOC) consisting of six dimensions: coordination of care, emotional support, information and education, involvement, respect for patients, and physical comfort. The results showed that patient experience has a positive and significant effect on hospital reputation, service personalization, and service innovation. Furthermore, the constructs of service personalization and service innovation were proven to mediate the influence of patient experience on hospital reputation. These findings demonstrate that the success of hyperbaric care management is determined not only by clinical benefits but also by the hospital's ability to deliver a superior, personalized, and innovative patient experience. This study contributes to the hospital management literature by confirming that patient experience is a strategic asset in strengthening a hospital's reputation and supporting the development of hyperbaric care as a sustainable profit center.