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All Journal Optimal: Jurnal Ekonomi dan Manajemen
Fajar Gumilar
Universitas Adhirajasa Reswara Sanjaya

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Karakteristik Jasa Rumah Sakit: Systematic Literature Review Denis Radiansyah Kustiwa; Desniari Sitiawan; Fajar Gumilar; Fitri Utami Dewi; Frety Tiurma Ara
OPTIMAL Jurnal Ekonomi dan Manajemen Vol. 6 No. 2 (2026): Juni: OPTIMAL: Jurnal Ekonomi dan Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/optimal.v6i2.10752

Abstract

Hospital services possess unique characteristics that distinguish them from other service sectors due to their high complexity, direct interaction between healthcare providers and patients, simultaneous service delivery, and limited service capacity. This study aims to analyze the fundamental characteristics of hospital services through a Systematic Literature Review (SLR) to understand how the dimensions of intangibility, heterogeneity, inseparability, and perishability influence the quality of healthcare services. The review followed the PRISMA 2020 guidelines and utilized four major academic databases—Scopus, PubMed, Google Scholar, and SINTA. From 1,214 identified publications, 60 articles met the eligibility criteria and were analyzed thematically. The results indicate that the intangible nature of services makes perceived quality highly dependent on communication and hospital reputation; heterogeneity is shaped by variations in staff competence and procedural implementation; inseparability emphasizes the critical role of patient–provider interactions; while perishability highlights the importance of effective demand and capacity management. This study concludes that a comprehensive understanding of these four service characteristics is essential for improving hospital service quality and strengthening patient experience, particularly through enhanced human resource capacity, standardized service processes, and the adoption of digital health technologies.
Orientasi Strategik dan Keunggulan Kompetitif Rumah Sakit: Tinjauan Literatur dan Implikasi Manajerial Fajar Gumilar; Intan Mentari; Purwadhi Purwadhi; Yani Restiani Widjadja
OPTIMAL Jurnal Ekonomi dan Manajemen Vol. 6 No. 2 (2026): Juni: OPTIMAL: Jurnal Ekonomi dan Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/optimal.v6i2.10996

Abstract

The increasingly complex competition in the healthcare industry requires hospitals to have a clear strategic orientation and sustainable competitive advantage. Regulatory changes, developments in medical technology, and service quality demands are major challenges in healthcare organisation management. This study aims to analyse scientific findings related to strategic orientation and types of competitive advantage in hospitals through a literature review approach. The research method used a Systematic Literature Review of national and international articles published between 2022 and 2024. The search was conducted through reputable scientific databases using the keywords ‘strategic orientation’, ‘competitive advantage’, and ‘hospital management’. Selected articles were analysed qualitatively through a process of classification and synthesis. The results of the study show that innovation orientation, market orientation, and learning orientation are the dominant patterns in hospital management. Differentiation strategy is the most widely applied type of competitive advantage through service quality improvement, development of superior services, and utilisation of health technology. In addition, there is a positive relationship between strategic orientation and organisational performance. This study confirms that the alignment of strategic orientation and competitive strategy plays an important role in improving the competitiveness and sustainability of hospitals.
Co-Authors Denis Radiansyah Kustiwa Desniari Sitiawan Fitri Utami Dewi Frety Tiurma Ara Intan Mentari Purwadhi Purwadhi Yani Restiani Widjadja