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Pengaruh Kualitas Layanan Terhadap Kepuasan Pasien Serta Dampaknya Pada Niat Kunjungan Ulang Pasien NON-JKN di Instalasi Laboratorium Klinik RSUP Hasan Sadikin Bandung Raja Iqbal Mulya Harahap; Djoko Pitoyo; Rulia Rulia
Jurnal Ners Vol. 10 No. 3 (2026): JULI 2026
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v10i3.58829

Abstract

Abstrak Kualitas layanan di instalasi laboratorium klinik memiliki peran penting dalam membangun kepuasan pasien yang memengaruhi niat kunjungan ulang. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap kepuasan pasien serta dampaknya terhadap niat kunjungan ulang pasien non-JKN di Instalasi Laboratorium Klinik RSUP Hasan Sadikin Bandung. Penelitian ini menggunakan desain survei kuantitatif dengan pendekatan korelasional. Pengambilan sampel dilakukan menggunakan teknik accidental sampling dengan jumlah 400 responden pasien non-JKN. Data dikumpulkan melalui kuesioner berskala Likert yang telah teruji validitas dan reliabilitasnya, kemudian dianalisis menggunakan regresi jalur (path analysis) dengan bantuan perangkat lunak SPSS. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan pasien (koefisien 0,714; p=0,005). Kepuasan pasien berpengaruh signifikan terhadap niat kunjungan ulang (koefisien 0,783; p=0,000). Kualitas layanan juga berpengaruh langsung secara signifikan terhadap niat kunjungan ulang (koefisien 0,913; p=0,000). Selain itu, terdapat pengaruh tidak langsung yang signifikan antara kualitas layanan terhadap niat kunjungan ulang melalui kepuasan pasien (F=1319,004; p=0,000). Kesimpulannya, manajemen rumah sakit perlu berfokus pada peningkatan dimensi keandalan, empati, dan daya tanggap untuk mengoptimalkan kepuasan dan loyalitas pasien dalam melakukan kunjungan ulang. Kata Kunci: Kualitas Layanan, Kepuasan Pasien, Kunjungan Ulang, Laboratorium Klinik. Abstract Service quality in clinical laboratory installations plays a vital role in building patient satisfaction, which influences revisit intentions. This study aimed to analyze the effect of service quality on patient satisfaction and its impact on the revisit intention of non-NHI (National Health Insurance) patients at the Clinical Laboratory of RSUP Hasan Sadikin Bandung. This study used a quantitative survey design with a correlational approach. Sampling was conducted using accidental sampling with a total of 400 non-NHI patient respondents. Data were collected through valid and reliable Likert-scale questionnaires, then analyzed using path analysis with SPSS software. The results showed that service quality had a positive and significant effect on patient satisfaction (coefficient 0.714; p=0.005). Patient satisfaction significantly influenced revisit intention (coefficient 0.783; p=0.000). Service quality also had a significant direct effect on revisit intention (coefficient 0.913; p=0.000). Additionally, there was a significant indirect effect of service quality on revisit intention mediated by patient satisfaction (F=1319.004; p=0.000). In conclusion, hospital management needs to focus on improving reliability, empathy, and responsiveness dimensions to optimize patient satisfaction and loyalty in making return visits. Keywords: service quality, patient satisfaction, revisit intention, clinical laboratory.
ARTIFICIAL INTELLIGENCE IN HUMAN RESOURCE MANAGEMENT: OPPORTUNITIES, CHALLENGES, AND A HUMAN-CENTERED FRAMEWORK FOR EMPLOYEE DEVELOPMENT IN INDONESIA Djoko Pitoyo; Suwoko Tya Wicaksono
Multifinance Vol. 4 No. 1 (2026): Multifinance
Publisher : PT. Altin Riset Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61397/mfc.v4i1.441

Abstract

Artificial intelligence (AI) is reshaping human resource management (HRM) by extending the use of analytics, automation, algorithmic decision support, and personalized employee services across the employment lifecycle. This article critically examines the opportunities and challenges of AI-enabled HRM for employee development, with particular attention to the Indonesian organizational context. The study uses a critical integrative literature review of 30 peer-reviewed journal articles covering AI-assisted HRM, algorithmic HRM, people analytics, recruitment, employee experience, learning and development, responsible AI, and human–AI collaboration. The synthesis shows that AI can strengthen recruitment efficiency, workforce analytics, personalized learning, talent development, employee experience, and evidence-informed decision making. At the same time, the literature consistently identifies risks involving algorithmic bias, opacity, privacy, accountability, perceived injustice, employee resistance, and organizational capability gaps. The review further indicates that AI value is not generated by technology alone; it depends on complementary human capabilities, organizational readiness, governance, and meaningful employee participation. Based on this synthesis, the article proposes a human-centered AI-HRM framework consisting of five mutually reinforcing dimensions: strategic alignment, data and AI capability, employee development, responsible governance, and human oversight and collaboration. For Indonesia, the framework highlights the need to move beyond technology adoption toward context-sensitive implementation that protects employee rights while developing digital and AI-related competencies. The article contributes by integrating employee development with responsible AI governance and by translating fragmented international evidence into a context-sensitive framework for Indonesian HRM.