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All Journal JUKEJ: Jurnal Kesehatan Jompa Journal of Global Research in Public Health
Rachmad Cahyadi
Universitas Muhammadiyah Surabaya
Dentistry Health Professions Medicine & Pharmacology Nursing Public Health Veterinary

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The Service Quality and Patients’ Willingness to Recommend a Hospital: A Cross-Sectional Analysis of Operational Survey Data Edwin Hafiz; Rachmad Cahyadi; Djazuly Chalidyanto; Elita Novriana Enisa
Journal of Global Research in Public Health Vol. 11 No. 1 (2026): June
Publisher : Universitas STRADA Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30994/jgrph.v11i1.629

Abstract

Hospital service quality shapes patient experience and recommendations. This study examined the association between perceived service quality and patients' willingness to recommend a hospital. A cross-sectional analysis was conducted using secondary survey data from 306 randomly sampled respondents. Service quality was measured via 11 Likert-type indicators (Cronbach's alpha = 0.813); willingness to recommend was dichotomized (Yes/No). Descriptive statistics and simple binary logistic regression were applied. Most respondents were female (53.59%) and used the BPJS Kesehatan payment pathway (95.10%). The mean service-quality score was 3.80 (SD = 0.29), and 94.12% were willing to recommend the hospital. Logistic regression showed that every 0.1-point increase in the service-quality score was associated with higher odds of willingness to recommend (OR = 1.85; 95% CI = 1.50–2.29; p < 0.001). Perceived service quality significantly predicts recommendation willingness, supporting patient-experience improvement strategies, despite cross-sectional design limitations.
Implementasi Human Resource Scorecard dalam Penilaian Kinerja Sumber Daya Manusia di Rumah Sakit X Abrisha Agung Wicaksono; Ria Churin Ain; Ansarul Fahrudda; Rachmad Cahyadi
JUKEJ : Jurnal Kesehatan Jompa Vol 5 No 2 (2026): JUKEJ: Jurnal Kesehatan Jompa
Publisher : Yayasan Jompa Research and Development

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57218/jkj.Vol5.Iss2.2754

Abstract

Peningkatan kualitas pelayanan rumah sakit sangat dipengaruhi oleh efektivitas pengelolaan sumber daya manusia (SDM). Human Resources Scorecard (HRSC) merupakan pendekatan strategis yang digunakan untuk mengukur kinerja SDM melalui perspektif keuangan, pelanggan, proses bisnis internal, serta pembelajaran dan pertumbuhan. Penelitian ini bertujuan menganalisis implementasi HRSC dalam pengukuran kinerja SDM di rumah sakit berdasarkan hasil penelitian terdahulu. Metode yang digunakan adalah literature review dengan pendekatan deskriptif-kualitatif melalui penelusuran artikel pada Google Scholar, Portal Garuda, dan Elsevier tahun 2019–2024. Berdasarkan kriteria inklusi, diperoleh enam artikel yang relevan. Hasil kajian menunjukkan bahwa HRSC mampu membantu rumah sakit dalam menetapkan indikator kinerja yang terukur, meningkatkan efektivitas kerja karyawan, mengidentifikasi kelemahan organisasi, serta mendukung pengambilan keputusan strategis berbasis data. Dengan demikian, HRSC direkomendasikan sebagai instrumen evaluasi kinerja SDM untuk meningkatkan kualitas pelayanan dan daya saing rumah sakit.
Co-Authors Abrisha Agung Wicaksono Ansarul Fahrudda Djazuly Chalidyanto Edwin Hafiz Elita Novriana Enisa Ria Churin Ain