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All Journal Jurnal Ilmu Sosial, Manajemen, Akuntansi dan Bisnis Manajemen Pelayanan Kesehatan
Anjani Muslimatun Dawiyah
Universitas Bhakti Asih Tangerang
Dentistry Economics, Econometrics & Finance Health Professions Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary

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Manajemen Pelayanan Pasien Penderita Diabetes Mellitus di RSU Bhakti Asih Kota Tangerang Edi Suyitno; Tyra Septi Diana; Anjani Muslimatun Dawiyah; Nani Tsania Fitri
Manajemen Pelayanan Kesehatan Vol. 2 No. 3 (2025): July
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/mpk.v2i3.5697

Abstract

Penelitian ini bertujuan untuk menganalisis manajemen pelayanan pasien Diabetes Mellitus (DM) di RSU Bhakti Asih Kota Tangerang dengan fokus pada kualitas pelayanan medis dan faktor yang memengaruhi efektivitas manajemen pelayanan. Diabetes Mellitus merupakan penyakit kronis dengan prevalensi yang terus meningkat, sehingga memerlukan pengelolaan pelayanan kesehatan yang optimal untuk mencegah komplikasi. Penelitian ini menggunakan pendekatan kuantitatif dengan desain studi kasus. Populasi penelitian adalah pasien DM dengan jumlah 126 orang, dan sampel sebanyak 73 responden yang dipilih menggunakan teknik sampling. Data dikumpulkan melalui wawancara dan observasi, kemudian dianalisis menggunakan uji Chi-Square dan Odds Ratio (OR). Hasil penelitian menunjukkan bahwa sebagian besar responden menilai kualitas pelayanan medis dalam kategori baik (80%), sedangkan sisanya menilai kurang (15%) dan tidak puas (5%). Analisis bivariat menunjukkan adanya hubungan signifikan antara kualitas pelayanan medis dengan manajemen pelayanan pasien DM (p < 0,05). Nilai OR sebesar 1,16 menunjukkan bahwa pelayanan medis yang baik meningkatkan peluang manajemen pelayanan yang lebih efektif. Selain itu, faktor usia tenaga pelayanan juga berpengaruh terhadap kualitas manajemen pelayanan. Kesimpulan penelitian ini adalah kualitas pelayanan medis memiliki pengaruh signifikan terhadap efektivitas manajemen pelayanan pasien DM. Oleh karena itu, peningkatan kualitas layanan, kompetensi tenaga kesehatan, serta penerapan standar operasional prosedur yang konsisten sangat diperlukan untuk meningkatkan kepuasan pasien dan mutu pelayanan rumah sakit.
Membangun Loyalitas Pasien Melalui Kualitas Pelayanan, Fasilitas Rumah Sakit, Dan Transformasi Digital Layanan Tanto Tanto; Muslim Muslim; Anjani Muslimatun Dawiyah
Jurnal Ilmu Sosial, Manajemen, Akuntansi dan Bisnis Vol. 7 No. 4 (2026): Jurnal Ilmu Sosial, Manajemen, Akuntansi dan Bisnis
Publisher : Training & Research Institute - Jeramba Ilmu Sukses

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47747/jismab.v7i4.3762

Abstract

Hospitals must prioritize patient loyalty as a sign of long-term service performance, in addition to healing patients, because of fierce competition in the healthcare industry. This study examines how hospital facilities, digital service transformation, and service quality affect patient loyalty and how patient satisfaction mediates this relationship. The study used a cross-sectional survey design and a quantitative approach with hospital patients. A questionnaire based on indications tested in earlier research was used to gather data. To examine the direct and indirect relationships between the variables, the data were analyzed using linear regression. The analysis results show that service quality has a positive and significant impact on patient satisfaction; hospital facilities have a positive and significant impact on patient satisfaction; service digitalization has a favorable and substantial impact on patient satisfaction; service quality likewise has a positive and significant impact on patient loyalty; hospital facilities have a positive and significant impact on patient loyalty; digitalizing services has a positive and substantial impact on patient loyalty; patient satisfaction has a positive and substantial impact on patient loyalty. The quality of service has an indirect effect on patient loyalty through patient satisfaction; hospital facilities have an indirect effect on patient loyalty through patient satisfaction; and the digitalization of services has an indirect effect on patient loyalty through patient satisfaction. The study's expected to support the role of patient satisfaction as a mediator and provide empirical evidence of the key factors influencing patient loyalty. To create a more effective, efficient, and patient-centered service experience, hospital management is expected to use the findings as a foundation for developing strategies to improve service quality, offer patient-oriented facilities, and optimize digital transformation
Co-Authors EDI SUYITNO Muslim Muslim Nani Tsania Fitri TANTO TANTO Tyra Septi Diana