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All Journal JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Ni Putu Novita Pradnyani
Universitas Adhirajasa Reswara Sanjaya
Economics, Econometrics & Finance

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TRANSFORMASI EKOSISTEM DIGITAL UMKM MENUJU ERA SOCIETY 5.0: STRATEGI PEMBERDAYAAN BERBASIS ARTIFICIAL INTELLIGENCE DAN OMNICHANNEL MARKETING DI TAHUN 2025 Ni Putu Novita Pradnyani; Acep Rohendi; Putri Giani Purnamasari; Raya Esy Pantiarti; Rayhana Azkiya; Ronaldo Yusuf Pantas Sianturi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 1 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i1.243

Abstract

Di tengah percepatan transformasi digital global, Usaha Mikro, Kecil, dan Menengah (UMKM) di Indonesia menghadapi tantangan ganda: adaptasi terhadap perubahan perilaku konsumen yang didorong oleh teknologi dan kebutuhan untuk mengintegrasikan Artificial Intelligence (AI) guna efisiensi operasional. Makalah ini melaporkan hasil kegiatan pengabdian kepada masyarakat yang bertujuan meningkatkan kapasitas digital UMKM melalui implementasi strategi pemasaran omnichannel dan adopsi alat berbasis AI. Berdasarkan analisis situasi tahun 2025, di mana penetrasi internet mencapai 80,66% dan pengguna media sosial menembus 180 juta jiwa, program ini merancang intervensi yang berfokus pada transisi dari pemasaran konvensional ke ekosistem digital terintegrasi. Metodologi pelaksanaan menggunakan pendekatan Participatory Action Research (PAR) yang mencakup tahap pemetaan aset, pelatihan intensif penggunaan platform TikTok dan alat AI generatif, serta pendampingan berkelanjutan. Hasil kegiatan menunjukkan peningkatan signifikan pada indeks literasi digital mitra sebesar 45% dan pertumbuhan omzet rata-rata 30% pasca-intervensi. Temuan kunci mengindikasikan bahwa penggunaan konten video vertikal berbasis retensi dan personalisasi layanan pelanggan menggunakan AI merupakan faktor determinan utama dalam meningkatkan daya saing UMKM. Laporan ini merekomendasikan model pendampingan hibrida sebagai standar baru dalam pemberdayaan ekonomi masyarakat di era digital.
KUALITAS PELAYANAN RUMAH SAKIT DAN KEPUASAN PASIEN: TINJAUAN LITERATUR BERBASIS SERVQUAL Ni Putu Novita Pradnyani; Putri Giani Purnamasari; Ivana Yolanda; Kevin Gunawan; Melvyanti Nur Fauziah; Acep Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.327

Abstract

Healthcare service quality is a strategic determinant of patient satisfaction, trust, and continuity of care. This article reviews recent evidence on hospital service quality using the SERVQUAL framework and a broader patient-centred quality perspective. A structured literature review was conducted by identifying relevant peer-reviewed studies and authoritative quality frameworks published mainly during 2016–2026, with seminal SERVQUAL and quality-assessment references retained as theoretical foundations. The synthesis shows that reliability, responsiveness, assurance, empathy, and tangibles remain useful dimensions for evaluating patients’ perceptions of service quality; however, the literature indicates that patient experience is also shaped by communication, waiting time, staffing, organisational factors, care coordination, and the broader service environment. Indonesian studies generally report a positive association between better service quality and patient satisfaction, while international systematic reviews demonstrate persistent gaps between patient expectations and perceived performance in several settings. The findings imply that hospitals should combine periodic SERVQUAL-based measurement with patient-experience indicators, process data, and continuous quality-improvement actions. Service quality management should therefore be integrated into clinical, operational, and organisational decision-making rather than treated as a one-time satisfaction survey. Keywords: hospital service quality; patient satisfaction; SERVQUAL; patient experience; healthcare quality
Co-Authors Acep Rohendi Ivana Yolanda Kevin Gunawan Melvyanti Nur Fauziah Putri Giani Purnamasari Raya Esy Pantiarti Rayhana Azkiya Ronaldo Yusuf Pantas Sianturi