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All Journal International Journal of Business, Management and Economics Journal of Artificial Intelligence and Digital Business
Restika Osin Sukur
Universitas Adhirajasa Reswara Sanjaya
Computer Science & IT Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Social Sciences

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Strategy Formulation and Implementation in Indonesian Public Hospitals: A Multiple Case Study Sinta Sinta; Siswani Siswani; Restika Osin Sukur; Reza Hapid; Mira Veranita
International Journal of Business, Management and Economics Vol. 7 No. 3 (2026): International Journal of Business, Management and Economics
Publisher : Training & Research Institute - Jeramba Ilmu Sukses (TRI-JIS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47747/ijbme.v7i3.3583

Abstract

Effective strategy formulation and implementation remain among the most persistent challenges confronting public hospital management in developing country contexts, where institutional complexity, resource constraints, and regulatory turbulence shape organizational decision-making in distinctive ways. This study employs a qualitative multiple case study design to investigate how public hospitals in West Java Province, Indonesia, formulate and implement organizational strategies, and what factors mediate the gap between strategic intent and operational reality. Data were collected from three Type B public hospitals, referred to pseudonymously as RS A, RS B, and RS C, through 30 in-depth interviews with hospital directors, strategic planning managers, department heads, and frontline staff, supplemented by document analysis of hospital strategic plans (RENSTRA), performance reports, and board meeting minutes over a six-month field period. Thematic analysis following Braun and Clarke (2006) identified four overarching themes: (1) the politics and processes of strategy formulation, (2) the strategy-structure alignment challenge, (3) human resource and leadership factors in strategy implementation, and (4) performance monitoring and adaptive strategy. Findings reveal that strategy formulation in Indonesian public hospitals is characterized by isomorphic compliance pressures that constrain genuine strategic choice, while implementation is critically shaped by middle management capacity, organizational culture, and the coherence of performance management systems. The study contributes a contextually grounded theoretical framework for understanding strategy processes in public health organizations and offers practical implications for hospital governance reform
Service-Profit Chain Rumah Sakit: Tinjauan Literatur Sistematis Nugroho Rizki Pratomo; Putri Mutiara Sari; Rahmi Ayu Wulandari; Restika Osin Sukur; 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.v5i2.9380

Abstract

Penelitian ini bertujuan mengidentifikasi dan mensintesis bukti empiris mengenai penerapan Service-Profit Chain (SPC) dalam manajemen rumah sakit. Kerangka SPC menjelaskan hubungan berurutan antara kualitas layanan internal, kepuasan dan loyalitas karyawan, nilai layanan, kepuasan pasien, loyalitas pasien, serta kinerja finansial organisasi. Penelitian menggunakan metode tinjauan literatur sistematis berdasarkan pedoman PRISMA 2020. Pencarian dilakukan pada enam basis data, yaitu Scopus, PubMed/MEDLINE, CINAHL, EBSCO, ProQuest Health and Medical Collection, dan Google Scholar, terhadap publikasi periode 2013-2024. Dari 1.014 artikel yang teridentifikasi, sebanyak 48 artikel memenuhi kriteria inklusi dan dianalisis melalui thematic synthesis serta narrative synthesis. Hasil penelitian menunjukkan enam komponen utama SPC dalam konteks rumah sakit, yaitu kualitas layanan internal, kepuasan karyawan, retensi dan keterlibatan karyawan, kepuasan pasien, loyalitas pasien, serta kinerja finansial rumah sakit. Kualitas layanan internal terbukti menjadi fondasi utama karena dukungan manajerial, kecukupan sumber daya, iklim keselamatan, dan sistem kerja yang baik meningkatkan kepuasan serta produktivitas tenaga kesehatan. Employee engagement dan service climate berperan sebagai mediator penting, sedangkan burnout menjadi faktor penghambat utama. Kepuasan dan kepercayaan pasien berkontribusi terhadap loyalitas, kunjungan ulang, rekomendasi, dan efisiensi operasional. Temuan ini menegaskan bahwa implementasi SPC secara terintegrasi dapat membantu rumah sakit menghubungkan kebijakan sumber daya manusia, kualitas layanan, pengalaman pasien, dan kinerja finansial secara berkelanjutan. Secara praktis, rumah sakit perlu membangun sistem pengukuran terpadu, kepemimpinan transformasional, program retensi, pengembangan kompetensi, dan pencegahan burnout untuk memperkuat setiap tautan rantai layanan secara konsisten dan berkelanjutan.
Co-Authors A Rohendi Nugroho Rizki Pratomo Putri Mutiara Sari Rahmi Ayu Wulandari Reza Hapid Sinta Sinta Siswani Siswani Veranita, Mira