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All Journal JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) YUME : Journal of Management Nommensen Journal of Medicine Journal of Innovation Research and Knowledge Maneggio
Fushen, Fushen
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Humanities Biochemistry, Genetics & Molecular Biology Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Neuroscience Public Health Social Sciences Other

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The Effect of Service Quality and Patient Satisfaction on Patient Loyalty Mediated by Patient Trust at Byor Skin Clinic Lepianda, Jessica; Gunardi, Wani Devita; Fushen, Fushen
Maneggio Vol. 1 No. 4 (2024): Maneggio-Aug
Publisher : Pt. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/xtsxb056

Abstract

Nowadays, women in Indonesia are very fond of the beauty and smoothness of the skin of Korean artists, along with the increasing trend of drama and KPOP in Indonesia, many are competing to do beauty treatments to be able to maintain their appearance and have white, clean, bright, glowing skin or what is currently often called clear skin. The increasing awareness of self-beauty treatments are in line with the beauty industry in Indonesia which also continues to grow, it can be seen from the increasing number of people who visit and perform treatments at beauty clinics and the increasing number of beauty clinics that we can find. Data were obtained through questionnaires distributed randomly. The analysis technique was SEM and using AMOS software version 23. Based on the analysis results, it was found that out of 7 hypotheses, there was 1 hypothesis that rejected, and other 6 hypotheses were accepted. The service quality has no positive effect to the patient loyalty, the patient satisfaction has positive effect to patient loyalty, patient trust has positive effect to patient loyalty, service quality has positive effect to patient trust, patient satisfaction has a positive effect to patient trust, patient trust has positive effect mediate service quality with patient loyalty, and the patient trust also has positive effect mediate patient satisfaction with patient loyalty.         
PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PASIEN YANG DIMEDIASI KEPUASAN PASIEN DI KLINIK UTAMA ARDITA Rampi, Chintya Natalia; Winoto Tj, Hery; Fushen, Fushen
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 3 (2024): JMBI UNSRAT Volume 11 Nomor 3
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i3.57420

Abstract

This study was conducted with the aim of determining the effect of service quality and trust on patient loyalty mediated by patient satisfaction. Respondents in this study were patients who came for outpatient treatment at the Ardita Main Clinic. Hypothesis testing was conducted using quantitative research with a sample size of 200 respondents. Data collection was carried out by distributing questionnaires to respondents. The analysis in this study was carried out through Structural Equation Modeling (PLS-SEM) analysis. Based on the results of data processing and data analysis it was found that there is no direct effect of service quality on patient loyalty, no direct effect of trust on patient loyalty. There is significant effect service quality on patient satisfaction, there is a significant influence of trust on patient satisfaction, there is the effect of service quality on patient loyalty mediated by patient satisfaction, and indirectly there is a significant effect of trust on patient loyalty by mediating patient satisfaction. Utama Ardita Clinic is a clinic located in Cilangkap, with this the management can improve the health service that can increase patient satisfaction so that there is an increase in Visits to the Utama Ardita Clinic Keywords: service quality,Trust, customer satisfaction, patient loyalty
Peran Kualitas Layanan dan Kepuasan Pelanggan Dimediasi Oleh Pengaruh Citra Merek Pada Loyalitas Pelanggan Klinik Estetika Beautyxpert Teiseran, Virginia Marsella; Gunardi, Wani Devita; Fushen, Fushen
YUME : Journal of Management Vol 7, No 3 (2024)
Publisher : Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/yum.v7i3.7747

Abstract

Penelitian ini bertujuan mengetahui peran kualitas layanan dan kepuasan pelanggan dimediasi oleh pengaruh citra merek pada loyalitas pada klinik estetika BeautyXpert, yang merupakan cabang dari CYN Klinik di Kabupaten Bekasi. Penelitian dilaksanakan 10 Agustus 2024 – 10 September 2024. Pada penelitian ini, jumlah responden yang terkumpul adalah 150 responden (15 indikator x 10). Data penelitian dikumpulkan melalui penyebaran kuesioner yang disebarkan kepada responden.  Penelitian ini menggunakan analisis SEM- PLS. Analisis yang digunakan dalam penelitian ini adalah uji validitas, uji reliabilitas dan uji hipotesis. Hasil penelitian ini sebagai berikut : Kualitas layanan dan Kepuasan pelanggan berpengaruh positif terhadap citra merek. Citra merek, kepuasan pelanggan, dan kualitas layanan berpengaruh positif terhadap loyalitas pelanggan. Serta kualitas layanan dan kepuasan pelanggan yang dimediasi citra merek berpengaruh positif terhadap loyalitas pelanggan. Penelitian ini menyarankan Klinik Estetika BeautyXpert untuk meningkatkan kualitas layanan, kepuasan, citra merek, dan loyalitas pelanggan melalui pelatihan, SOP, audit, umpan balik, personalisasi, dan pengalaman pelanggan. Untuk memperkuat citra, klinik perlu konsistensi branding, ulasan positif, kegiatan sosial, dan kemitraan strategis. Fokus pada program loyalitas dan peningkatan berkelanjutan.Kata Kunci : Citra Merek, Kualitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan
PENGARUH KUALITAS LAYANAN DAN CITRA RUMAH SAKIT TERHADAP KEPUASAN DAN KEPERCAYAAN PASIEN DI SENTRA MEDIKA HOSPITAL CIBINONG Armand Helmy; Bernard T. Widjaja; Fushen, Fushen
Journal of Innovation Research and Knowledge Vol. 4 No. 10: Maret 2025
Publisher : Bajang Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

A hospital is a personal health care facility that provides basic and/or specialist medical services (Ministry of Health, 2024). Sentra Medika Hospital Cibinong is one of the private facilities that provides first-level health services that function as Individual Health Efforts (UKP) and Public Health Efforts (UKM) with the aim of improving health standards in the designated work area. Sentra Medika Hospital Cibinong is the number of outpatients that tends to fluctuate. While on the one hand, outpatients are one source of income for a hospital because the number of patients is greater and for patients suffering from certain diseases tend to be consistent over a certain period of time. For this reason, it is important for Sentra Medika Hospital Cibinong to pay attention to the satisfaction of outpatients because if patients feel dissatisfied, it will be easy to change their minds and switch to using health services from other hospitals, but when patients feel satisfied, it is more difficult to change their choices. This study uses a quantitative method with SEMPLS calculations. The results of this study did not have a positive effect between service quality and patient trust at Sentra Medika Hospital Cibinong. Therefore, hospitals should routinely evaluate the quality of services in order to find out how the services provided are in accordance with patient expectations
Kepuasan Pasien Memediasi Pengaruh HEALTHQUAL terhadap Repurchase Intention pada Rumah Sakit Murni Teguh Sudirman Jakarta Jayalie, Vito Filbert; Tecoalu, Melitina; Fushen, Fushen; Wahyoedi, Soegeng
Nommensen Journal of Medicine Vol 9 No 1 (2023): Nommensen Journal of Medicine: Edisi Agustus
Publisher : Universitas HKBP Nommensen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36655/njm.v9i1.1028

Abstract

Background: Regardless of recovery in the number of visits from the pandemic to the new normal and post-pandemic era, hospitals need to ensure that patients who have come to the hospital are willing to visit for a second time (repurchase intention). Repurchase intention is influenced by patient satisfaction and quality of services. There are several tools to assess quality of hospital service, such as HEALTHQUAL questionnaire. There has been no research linking HEALTHQUAL, patient satisfaction, and repurchase intention. Objective: This research aims to study the association between HEALTHQUAL and repurchase intention, mediated by patient satisfaction. Methods: This research was a cross-sectional study at a private hospital in Jakarta (December 2022-January 2023). Statistical analysis was performed using SmartPLS software. Results: This study included 100 participants with a mean age of 40 years. Based on the questionnaire results, most of the patients agreed on questions about service quality and satisfaction. Model analysis showed that there was a significant association between HEALTHQUAL, patient satisfaction and repurchase intention (p<0.05; T-statistics>1.96). Moreover, patient satisfaction showed a significant mediator effect towards HEALTHQUAL and repurchase intention (p<0.001, T-statistics>1,96) Conclusion: HEALTHQUAL positively and significantly affects patient satisfaction and repurchase intention. Patient satisfaction also affects repurchase intention positively and significantly. Besides, patient satisfaction partially mediates the effect of HEALTHQUAL on repurchase intention. There is a positive effect of HEALTHQUAL mediated by patient satisfaction on repurchase intention.
Co-Authors Armand Helmy Bernard T. Widjaja Hery Winoto TJ Lepianda, Jessica Melitina Tecoalu Rampi, Chintya Natalia Soegeng Wahyoedi Teiseran, Virginia Marsella Vito Filbert Jayalie, Vito Filbert Wani Devita Gunardi