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All Journal Jurnal Ilmiah Manajemen Kesatuan ProBisnis : Jurnal Manajemen
Briesha Aurevella Putri Satria
Universitas Pelita Harapan, Indonesia
Humanities Computer Science & IT Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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The Influence of Leadership, Communication, and Staff Attitude on Hospital Operational Efficiency in East Jakarta Briesha Aurevella Putri Satria; Innocentius Bernarto
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 1 (2026): JIMKES Edisi January 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i1.4783

Abstract

Hospital competition in Indonesia is increasing, requiring every institution to maintain sustainability through increased operational efficiency. Operational efficiency plays a crucial role in service quality, resource utilization, and hospital financial stability. This study aims to analyze the influence of leadership and communication on operational efficiency with staff attitudes as a mediating variable at ABC Hospital, East Jakarta. This study used a causal quantitative approach with Partial Least Squares-Structural Equation Modeling (PLS-SEM) analysis. The sample consisted of 204 healthcare workers at ABC Hospital. Data was collected using a 7-point Likert-scale questionnaire that had been tested for validity and reliability. The analysis included evaluation of the outer model, inner model, hypothesis testing, and Importance-Performance Map Analysis (IPMA). Leadership and communication significantly influenced staff attitudes. Staff attitudes significantly influenced operational efficiency and partially mediated the influence of leadership on operational efficiency. In addition, leadership also had a direct and significant influence on hospital operational efficiency. Therefore, improving leadership quality and strengthening staff professional attitudes are key strategies in sustainably improving the operational efficiency of ABC Hospital.
The Role of Patient Satisfaction as Mediators on the Influence of People, Waiting Time, and Price Fairness on Revisit Intention in A Clinic, Bekasi Briesha Aurevella Putri Satria; Innocentius Bernarto; Syifa Naira Yudianto; Emmanuelle Jocelyn Handoyo; Alya Nadira
ProBisnis : Jurnal Manajemen Vol. 16 No. 06 (2025): December: Management Science
Publisher : Lembaga Riset, Publikasi dan Konsultasi JONHARIONO

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Abstract

This study examines the influence of healthcare professionals (people), waiting time, and price fairness on patient satisfaction and revisit intention at Beauty Clinic A in Bekasi. Using a quantitative, cross-sectional survey approach, data were collected from 141 patients and analyzed using Structural Equation Modeling (SEM) with SmartPLS. The results show that all three variables people, waiting time, and price fairness positively and significantly affect patient satisfaction. Furthermore, patient satisfaction strongly predicts revisit intention, functioning as an effective mediating variable between service quality factors and behavioral outcomes. The model demonstrates strong explanatory power, with 91.4% of the variance in patient satisfaction and 85.2% in revisit intention explained by the tested variables. IPMA results indicate that people, price fairness, and patient satisfaction fall into the high-importance but low-performance quadrant, suggesting the need for managerial prioritization. Overall, the study highlights that professional competence, efficient waiting times, and fair pricing are essential to enhancing satisfaction and encouraging patient loyalty in aesthetic healthcare settings.
Co-Authors Alya Nadira Emmanuelle Jocelyn Handoyo Innocentius Bernarto, Innocentius Syifa Naira Yudianto