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Reimagining Healthcare Service Quality: A SERVQUAL-Based Analysis of Patient Satisfaction Mirnawati Mirnawati; Sitti Rahmah; Virna Museliza; Tran Thai Ha Nguyen; Muhammad Firmansyah
International Journal of Information System and Innovation Management (IJISIM) Vol. 4 No. 2 (2026): International Journal of Information System and Innovation Management
Publisher : Yayasan Pendidikan Islam Al-Matani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55583/ijisim.v4i2.2532

Delivering patient-centered healthcare services requires continuous innovation in service quality management, particularly in primary healthcare institutions facing increasing service demand and resource constraints. This study aims to reimagine healthcare service quality by examining how the five SERVQUAL dimensions contribute to patient satisfaction at the Tembilahan City Community Health Center, Indragiri Hilir Regency. A qualitative field research design was employed using direct observation, semi-structured interviews, and document analysis to capture the perspectives of healthcare providers and patients. The findings reveal that the health center demonstrates satisfactory performance across the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, indicating a generally positive level of patient satisfaction. Nevertheless, several structural and operational challenges remain, including inadequate facilities, high patient volumes, shortages of human resources, and inefficiencies in administrative services, which limit the delivery of fully patient-centered care. The study contributes by providing a SERVQUAL-based qualitative evaluation that identifies priority areas for service innovation in primary healthcare. These findings offer practical insights for healthcare managers and policymakers in designing strategies to strengthen service quality and improve patient satisfaction in community health centers.

Firm Value in Indonesian Healthcare Companies: Do Internal Factors and Dividend Policy Matter? Ari Nurwahidah; Riri Mayliza; Ahmad Fayaz Naziry; Tran Thai Ha Nguyen; Muhammad Firmansyah
Research in Accounting Journal (RAJ) Vol. 7 No. 2 (2026): RAJ (Research in Accounting Journal)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/axd8k419

This study aims to analyse the influence of profitability, firm size, leverage and insider ownership on firm value, with dividend policy as a moderating variable, amongst healthcare sector companies listed on the Indonesia Stock Exchange for the period 2020–2024. The study employs the Signalling Theory and Agency Theory approaches, using a sample of 8 companies selected via purposive sampling, yielding 40 observations from the companies’ annual reports, which were analysed using fixed-effects panel data regression via EViews. The results indicate that profitability has a positive effect on firm value, whilst firm size and leverage have no effect. Managerial ownership was found to have a negative effect on firm value. In terms of moderation, dividend policy did not strengthen the effects of profitability, firm size and leverage, but it did strengthen the effect of insider ownership on firm value. An Adjusted R-Squared value of 87.9% indicates that the variables in the model are highly effective in explaining firm value.

Reimagining Healthcare Service Quality: A SERVQUAL-Based Analysis of Patient Satisfaction Mirnawati Mirnawati; Sitti Rahmah; Virna Museliza; Tran Thai Ha Nguyen; Muhammad Firmansyah
International Journal of Information System and Innovation Management (IJISIM) Vol. 4 No. 2 (2026): International Journal of Information System and Innovation Management
Publisher : Yayasan Pendidikan Islam Al-Matani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55583/ijisim.v4i2.2532

Delivering patient-centered healthcare services requires continuous innovation in service quality management, particularly in primary healthcare institutions facing increasing service demand and resource constraints. This study aims to reimagine healthcare service quality by examining how the five SERVQUAL dimensions contribute to patient satisfaction at the Tembilahan City Community Health Center, Indragiri Hilir Regency. A qualitative field research design was employed using direct observation, semi-structured interviews, and document analysis to capture the perspectives of healthcare providers and patients. The findings reveal that the health center demonstrates satisfactory performance across the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, indicating a generally positive level of patient satisfaction. Nevertheless, several structural and operational challenges remain, including inadequate facilities, high patient volumes, shortages of human resources, and inefficiencies in administrative services, which limit the delivery of fully patient-centered care. The study contributes by providing a SERVQUAL-based qualitative evaluation that identifies priority areas for service innovation in primary healthcare. These findings offer practical insights for healthcare managers and policymakers in designing strategies to strengthen service quality and improve patient satisfaction in community health centers.

Capital Structure, Investment Opportunity Set, and Corporate Social Responsibility as Determinants of Firm Value in Indonesian State-Owned Enterprises Yayu Kusdiana; Arie Yusnelly; Muhammad Firmansyah; Tran Thai Ha Nguyen
Research in Accounting Journal (RAJ) Vol. 6 No. 2 (2025): RAJ (Research in Accounting Journal)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/raj.v6i2.10530

This study examines the effect of Corporate Social Responsibility (CSR), Investment Opportunity Set (IOS), and Capital Structure on the firm value of State-Owned Enterprises (SOEs) listed on the Indonesia Stock Exchange (IDX) during the 2018–2022 period. Firm value represents investors’ assessment of a company’s future prospects and sustainability, particularly for SOEs that carry both economic and social responsibilities. This research adopts a quantitative approach with a causal research design, utilizing secondary data derived from published financial and annual reports. The data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) to evaluate both the measurement and structural models. The findings reveal that the Investment Opportunity Set (IOS) has a positive and significant effect on firm value, indicating that growth opportunities and future investment prospects are strongly considered by investors in valuing SOEs. In contrast, Corporate Social Responsibility (CSR) and Capital Structure do not show a significant direct effect on firm value. These results suggest that market participants place greater emphasis on growth potential rather than on leverage decisions or CSR disclosures in assessing SOE performance. The model explains a substantial proportion of the variance in firm value, indicating that IOS, CSR, and Capital Structure jointly contribute to explaining firm valuation, although other factors beyond the model also play a role. This study contributes to the literature by providing empirical evidence on the determinants of firm value in Indonesian SOEs, highlighting the dominant role of growth opportunities in shaping market perception. The findings offer practical implications for policymakers and SOE management in formulating strategic financial and investment policies to enhance firm value.

Determinants of Foreign Direct Investment in Asean: A Macroeconomic and Institutional Approach Jordi Fitriano; Muhammad Firmansyah; Sri Budi Cantika Yuli; Tran Thai Ha Nguyen
Jurnal REP (Riset Ekonomi Pembangunan) Vol. 11 No. 1 (2026): April 2026
Publisher : Universitas Tidar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31002/rep.v11i1.4215

This study aims to examine the influence of several factors on Foreign Direct Investment (FDI) inflows in ASEAN countries. These factors include macroeconomic variables (exchange rate, economic growth, trade balance, and trade openness) and an institutional variable (political stability). The study covers eight ASEAN member countries (Indonesia, Malaysia, Thailand, Vietnam, the Philippines, Cambodia, Brunei Darussalam, and Timor-Leste) over the period of 2014–2023. A quantitative approach using panel data regression was employed. Based on the Chow, Hausman, and LM tests, the Random Effect Model (REM) was selected as the best model. The results indicate that, collectively, all independent variables have a significant influence on FDI in the ASEAN region. Partial test results show that trade openness and economic growth have a positive and significant effect on FDI, whereas the exchange rate and political stability have a negative and significant effect. The trade balance does not have a significant influence. An Adjusted R-squared value of 0.161 indicates that 16.13 percent of the variation in FDI is explained by these five variables, with the remainder attributed to factors outside the model. This confirms that foreign investors are more responsive to long-term structural factors such as economic growth and trade openness.

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