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All Journal Jurnal Bisnis, Manajemen, dan Ekonomi Journal of Artificial Intelligence and Digital Business
Guruh Satriya
Universitas Adhirajasa Reswara Sanjaya
Computer Science & IT Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering

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Business Process Reengineering in Indonesian Public Hospitals: A Multiple Case Study Guruh Satriya; Mei Vita Ariyani; Melina Budiarti; Mira Veranita
Jurnal Bisnis, Manajemen, dan Ekonomi Vol. 7 No. 2 (2026): Jurnal Bisnis, Manajemen dan Ekonomi
Publisher : Training & Research Institute - Jeramba Ilmu Sukses

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47747/jbme.v7i2.3582

Abstract

Business Process Reengineering (BPR) represents a radical and fundamental strategy for improving organizational performance in healthcare settings, yet its implementation dynamics in Indonesian public hospitals remain insufficiently understood. This study employs a qualitative multiple case study design to explore how BPR is implemented across three Type B public hospitals in Indonesia, referred to pseudonymously as RS Alpha, RS Beta, and RS Gamma. Data were collected through 27 in-depth interviews with hospital directors, clinical department heads, administrative managers, and frontline healthcare staff, supplemented by document analysis and non-participant observation conducted over a six-month period. Thematic analysis following Braun and Clarke (2006) revealed four overarching themes: (1) enabling conditions for BPR adoption, (2) process redesign and IT integration challenges, (3) human resource dimensions of BPR implementation, and (4) organizational outcomes and sustainability of reengineered processes. Findings indicate that leadership commitment and change management capacity are pivotal determinants of BPR success, while resistance from clinical staff, inadequate IT infrastructure, and bureaucratic rigidity constitute the primary barriers. Cross-case comparison reveals that hospitals with stronger human resource development programs achieved more sustainable process improvements. The study contributes an empirically grounded, context-sensitive understanding of BPR in Indonesia's public health sector, with implications for hospital management and health system reform policy
Kualitas Layanan Rumah Sakit: Tinjauan Literatur Sistematis Berbasis Kerangka Teori Lovelock dan Implikasinya terhadap Kepuasan Pasien Guruh Satriya; Mei Vita Ariyani; Mela Azkiyah; Melina Budiarti; Mellynia Yuniarti; A Rohendi
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 2 (2026): Mei-Juli
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i2.10414

Abstract

Kualitas layanan merupakan determinan kritis kepuasan pasien dan keunggulan kompetitif rumah sakit. Penelitian ini menggunakan pendekatan Tinjauan Literatur Sistematis (TLS/SLR) dengan panduan PRISMA 2020 untuk memetakan, menganalisis, dan mensintesis temuan empiris mengenai kualitas layanan di rumah sakit berdasarkan kerangka teori Christopher Lovelock. Pencarian dilakukan pada empat database bereputasi (Google Scholar, Scopus, PubMed, ScienceDirect) dengan rentang publikasi 2015–2024. Dari 412 artikel yang diidentifikasi, sebanyak 75 studi memenuhi kriteria inklusi dan menjadi basis analisis. Hasil sintesis menunjukkan bahwa dimensi kualitas layanan menurut Lovelock, yakni layanan inti (core service), layanan fasilitasi (facilitating services), dan layanan peningkat (enhancing services) atau yang dikenal melalui metafora Bunga Layanan (Flower of Service), relevan dalam konteks rumah sakit, dengan empati, responsivitas, dan keandalan sebagai prediktor terkuat kepuasan pasien. Kesenjangan (gap) antara persepsi dan ekspektasi pasien paling sering ditemukan pada dimensi informasi, konsultasi, dan pengecualian layanan. Temuan ini memiliki implikasi manajerial dan kebijakan yang signifikan bagi pengelola rumah sakit di negara berkembang, termasuk Indonesia.
Co-Authors A Rohendi Mei Vita Ariyani Mela Azkiyah Melina Budiarti Mellynia Yuniarti Veranita, Mira