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Cokki, Cokki
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Journal : Jurnal Manajemen Bisnis dan Kewirausahaan

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Hubungan kualitas layanan dengan kepuasan pasien rawat jalan di RSUD Ciawi Oktavian, Billy; Cokki, Cokki
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 9 No 2 (2025): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v9i2.33898

Abstract

Customer satisfaction with service quality is determined by comparing their perceptions of the services received with their initial expectations. Based on the Ministry of Health's Community Satisfaction Index (IKM), the quality of service at RSUD Ciawi is still not meeting the minimum service standards that have been set. Suboptimal provision of health services by health workers can cause patient dissatisfaction with the services provided. This study aims to analyze the effect of service quality on patient satisfaction at RSUD Ciawi outpatient unit, Bogor Regency, to determine the level of patient satisfaction and service quality of the services provided at RSUD Ciawi outpatient unit, Bogor Regency. This research is a quantitative analysis with a cross-sectional approach. Data were obtained from questionnaires distributed to samples, namely outpatients who have received services at RSUD Ciawi and carried out in September 2024. There were 218 feedback from respondents which were then processed, tested for validity and reliability and hypothesis testing using PLS-SEM software. The results shows that the t-statistic value is there is a positive and significant influence between service quality on customer satisfaction. The research respondents' data also showed that the quality of service at RSUD Ciawi outpatient unit was very good and outpatient satisfaction with the quality of service at RSUD Ciawi is really satisfying. RSUD Ciawi is advised to conduct regular evaluations of service quality, involve patients in satisfaction surveys, and pay attention to the fairness of pricing and the comfort of physical facilities in order to strengthen patient satisfaction and trust in the hospital's services. Kepuasan pelanggan terhadap kualitas pelayanan ditentukan dengan membandingkan persepsi mereka terhadap layanan yang diterima dengan harapan awal mereka. Berdasarkan Indeks Kepuasan Masyarakat (IKM) Kemenkes kualitas pelayanan RSUD Ciawi dinyatakan masih tidak memenuhi standar pelayanan minimal yang sudah ditetapkan. Penyediaan layanan kesehatan yang kurang optimal oleh petugas kesehatan dapat menyebabkan ketidakpuasan pasien terhadap layanan yang diberikan. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pasien di unit rawat jalan RSUD Ciawi kabupaten Bogor, mengetahui tingkat kepuasan dan kualitas pelayanan pasien terhadap pelayanan yang diberikan di unit rawat jalan RSUD Ciawi Kabupaten Bogor. Penelitian ini merupakan penelitian kuantitatif analisis dengan pendekatan cross-sectional. Data diperoleh dari kuesioner yang disebarkan kepada sampel yaitu pasien yang pernah mendapatkan pelayanan di unit rawat jalan RSUD Ciawi dan dilaksanakan pada September 2024. Terdapat 218 feedback dari responden yang kemudian diolah, diuji validitas dan reliabilitasnya serta dilakukan uji hipotesis menggunakan software PLS-SEM. Hasil penelitian didapatkan bahwa terdapat pengaruh positif dan signifikan antara kualitas layanan terhadap kepuasan pelanggan. Data responden penelitian juga menunjukan kualitas pelayanan unit rawat jalan RSUD Ciawi sudah sangat baik serta kepuasan pasien terhadap kualitas pelayanan unit rawat jalan RSUD Ciawi adalah sangat puas. RSUD Ciawi disarankan untuk melakukan evaluasi berkala terhadap kualitas layanan, melibatkan pasien dalam survei kepuasan, dan memperhatikan kewajaran harga serta kenyamanan fasilitas fisik guna memperkuat kepuasan dan kepercayaan pasien terhadap layanan rumah sakit.
Gambaran tingkat kepuasan pasien terhadap customer relationship management atas kualitas pelayanan kesehatan di ruang rawat inap Rumah Sakit Umum Daerah Majalengka Alfarisi, Muhamad Daffa Alfarisi; Cokki, Cokki
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 9 No 3 (2025): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v9i3.34345

Abstract

This research was conducted to determine the influence between CRM and the quality of health services on patient satisfaction in the inpatient unit of Majalengka Regional Hospital. This research is quantitative research using a questionnaire. The research results are explained using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The research results show that Customer Relationship Management (CRM) has a positive and insignificant effect on the level of patient satisfaction in the inpatient room at Majalengka Regional Hospital. Meanwhile, the quality of health services has a significant positive influence on patient satisfaction. These findings indicate that hospitals need to improve CRM implementation, especially in the technology and communication aspects. Hospitals are advised to continue to concentrate and ensure that each staff carries out their role optimally. Penelitian ini dilakukan untuk mengetahui adanya pengaruh antara CRM dan kualitas pelayanan kesehatan terhadap kepuasan pasien di unit rawat inap RSUD Majalengka. Penelitian ini merupakan penelitian kuantitatif menggunakan kuesioner. Hasil penelitian dianalisis menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa Customer Relationship Management (CRM) bepengaruh positif dan tidak signifikan terhadap tingkat kepuasan pasien di ruang rawat inap RSUD Majalengka. Sementara itu, kualitas pelayanan kesehatan bepengaruh positif yang signifikan terhadap kepuasan pasien. Temuan ini menunjukkan bahwa rumah sakit perlu memperbaiki implementasi CRM, terutama dalam aspek teknologi dan komunikasi. Rumah sakit disarankan untuk terus memantau dan memastikan bahwa setiap staf menjalankan peran mereka secara optimal.
Perbandingan kesediaan membayar konsumen Jakarta pada merek kafe internasional (Starbucks) vs lokal (Stuja Coffe) Prasetyo, Bagus Edo; Cokki, Cokki
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 9 No 4 (2025): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v9i4.34652

Abstract

This study aims to examine the comparison of willingness to pay between international & local cafes in Jakarta. The sample used was 210 undergraduate students selected using a continuous sampling technique. Data were collected using a questionnaire and analyzed using Partial Least Square-Structural Equation Modeling (PLS-SEM) and Partial Least Square-Multigroup Analysis (PLS-MGA). The results of this study indicate that social media marketing activities have a positive effect on willingness to pay. This means that the more effective the social media marketing strategy is implemented, the higher the consumer's willingness to pay for the cafe's products. Furthermore, this study compares consumer perceptions of two types of cafes, namely international cafe (Starbucks) and local cafe (Stuja Coffee). The results show that international cafe get better ratings than local cafe in terms of social media marketing. These results are expected to provide empirical contributions to the development of digital marketing strategies, especially on social media, as well as being a useful reference for academics and practitioners in designing relevant marketing campaigns in the Indonesian coffee industry. Penelitian ini bertujuan untuk menguji perbandingan kesediaan membayar antara international & local cafés di Jakarta. Sampel yang digunakan adalah 210 mahasiswa sarjana yang dipilih menggunakan teknik pengambilan sampel berkelanjutan. Data dikumpulkan menggunakan kuesioner dan dianalisis menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM) dan Partial Least Square-Multigroup Analysis (PLS-MGA). Hasil penelitian ini menunjukkan bahwa aktivitas pemasaran media sosial berpengaruh positif terhadap kesediaan membayar. Artinya, semakin efektif strategi pemasaran media sosial yang dijalankan, semakin tinggi pula kesedian konsumen untuk membayar produk dari kafe tersebut. Selanjutnya, penelitian ini membandingkan persepsi konsumen terhadap dua jenis kafe, yaitu kafe internasional (Starbucks) dan kafe lokal (Stuja Coffee). Hasilnya menunjukkan bahwa kafe internasional memperoleh penilaian yang lebih baik dibandingkan kafe lokal dalam aspek pemasaran media sosial. Hasil ini diharapkan dapat memberikan kontribusi empiris bagi pengembangan strategi pemasaran digital khususnya pada media sosial, serta menjadi referensi yang berguna bagi akademisi dan praktisi dalam merancang kampanye pemasaran yang relevan di industri kopi Indonesia.
Pengaruh influencer virtual terhadap sikap audiens dalam membentuk niat beli Nike di Jawa Timur Natalya, Yenny; Cokki, Cokki
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 9 No 5 (2025): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v9i5.35325

Abstract

This study aims to explore the influence of attitudes toward virtual influencers on attitudes toward product placement, brand attitudes, and purchase intention, focusing on followers of Allysa Gladys as a virtual influencer promoting the Nike brand. A quantitative approach was employed by collecting data through questionnaires from 148 respondents. Data analysis was conducted using the PLS-SEM method. The results indicate that attitudes toward the virtual influencer significantly affect attitudes toward product placement and the brand but do not have a direct influence on purchase intention. On the other hand, attitudes toward product placement and the brand were found to have a significant impact on purchase intention. These findings suggest that the presence of virtual influencers such as Allysa Gladys can create positive perceptions of the brand through effective product placement strategies and a strong brand image. This study provides empirical insights into the effectiveness of virtual influencers in shaping consumer attitudes and serves as a reference for marketing practitioners in designing more relevant brand communication strategies in the digital era. Penelitian ini bertujuan untuk mengeksplorasi pengaruh sikap terhadap influencer virtual terhadap sikap terhadap penempatan produk, sikap terhadap merek, dan niat beli, dengan fokus pada pengikut Allysa Gladys sebagai virtual influencer yang mempromosikan merek Nike. Pendekatan kuantitatif digunakan dengan mengumpulkan data melalui kuesioner dari 148 responden. Analisis data dilakukan menggunakan metode PLS-SEM. Hasil penelitian menunjukkan bahwa sikap terhadap influencer virtual secara signifikan memengaruhi sikap terhadap penempatan produk dan merek, namun tidak memiliki pengaruh langsung terhadap niat beli. Di sisi lain, sikap terhadap penempatan produk dan merek terbukti memiliki pengaruh signifikan terhadap niat beli. Temuan ini menunjukkan bahwa kehadiran virtual influencer seperti Allysa Gladys dapat menciptakan persepsi positif terhadap brand melalui strategi penempatan produk yang efektif dan citra merek yang kuat. Penelitian ini memberikan wawasan empiris mengenai efektivitas virtual influencer dalam memengaruhi sikap konsumen, serta menjadi acuan bagi praktisi pemasaran dalam merancang strategi komunikasi merek yang lebih relevan di era digital.
Pengaruh citra rumah sakit terhadap kepuasan pasien dan mutu pelayanan di rumah sakit umum daerah Saint, Hayuningrat Odyssey; Cokki, Cokki
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 9 No 5 (2025): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v9i5.35335

Abstract

This study aims to know and analyze the influence of hospital image on patient satisfaction, the influence of hospital image on service quality, and the influence of service quality on patient satisfaction at Regional Public Hospital. This study used a survey method with a sample of 180 Regional Public Hospital patients. Data were obtained through questionnaires and analyzed using SmartPLS with a structural equation modeling (SEM) approach. The findings of the study indicate that hospital image has an effect on patient satisfaction and service quality. In addition, service quality has also been shown to have a significant impact on patient satisfaction levels at Regional Public Hospital. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh citra rumah sakit terhadap kepuasan pasien, pengaruh citra rumah sakit terhadap kualitas pelayanan, dan pengaruh kualitas pelayanan terhadap kepuasan pasien di RSUD. Penelitian ini menggunakan metode survei dengan sampel sebanyak 180 pasien RSUD. Data diperoleh melalui penyebaran kuesioner dan dianalisis menggunakan SmartPLS dengan pendekatan model persamaan struktural (SEM). Temuan penelitian mengindikasikan bahwa citra rumah sakit memiliki pengaruh terhadap kepuasan pasien dan kualitas pelayanan. Selain itu, kualitas pelayanan juga terbukti berpengaruh signifikan terhadap tingkat kepuasan pasien di RSUD.
Co-Authors Alfarisi, Muhamad Daffa Alfarisi Amelia, Saskia An Lie, Yeoh Angkasa, Cindy Lawrence Ariadi, Ariadi Chrisvinlya, Chrisvinlya Corinna, Bellinda Eunike, Debora Febriani, Wellen Febriyanti, Anjeli Hansel Wijaya, Nathanael Ryan Haris Maupa Hazain, Saraswati Kamalo, Angelica Joanna Charity Kent, Edbert Khatimah, Gita Khusnul Mahlia Muis Meidy, Jessisca Mochamat Helmi Muji, Muji Naibaho, Hanny Veramayanti Br Natalya, Yenny Nuriska, Winda Ocberta, Natalie OKTAVIAN, BILLY Pandy, Ni Putu Noving Paramitha Prasetyo, Bagus Edo Putri, Adinda Zhafira Dyanti Putri, Angely Olivia Sadat, Andi Muhammad Saint, Hayuningrat Odyssey Saleh, Hendra Noor Shirly Gunawan Teng, Phuah Kit Tiffany, Fransisca Tjokrosaputro, Miharni Waei, Ow Mun Wai, Khoong Tai Wijaya, Irenia Binardi Wijaya, Santrista William Chandra Windyaswara, Habibah Afianti Yesika, Tifany Yunetta, Cintya