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Complaint Handling Management at St. Rafael Cancar General Hospital Lubis, Debi Christian; Nuryakin, Nuryakin; Kusumo, Mahendro Prasetyo
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 4, No 3 (2021): Budapest International Research and Critics Institute August
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v4i3.2185

Hospital patients can respond to meet the expectations and realities of the health service they received. If it does not meet their expectations, there will be dissatisfaction. Consumer dissatisfaction is conveyed in the form of criticism and complaints, so good complaint management is required to provide an early warning system to anticipate serious safety incidents resulting in patient dissatisfaction. This includes complaints at St. Rafael Cancar General Hospital, Manggarai, East Nusa Tenggara, where most patients complained about the completeness of inpatient and outpatient services, resulting in a review of the Management of Complaint Handling in Health Services at St. Rafael Cancar General Hospital. This research was conducted on internal management and external patients at St. Rafael Cancar General Hospital, Manggarai, East Nusa Tenggara using qualitative descriptive method with observation and interview with public relations division and patients who have been treated at St. Rafael Cancar General Hospital. The results showed that the management of complaint handling at St. Rafael Cancar General Hospital has not implemented a tiered line of responsibility for complaints. The Public Relations Department often has a role as a complaint resolution party, even though its main function is as a mediator between customers and related units in the management of complaint handling at St. Rafael Cancar General Hospital. Supervision and documentation of complaints at St. Rafael Cancar General Hospital has not developed a Hospital Complaint Management Information System for the effectiveness of complaint resolution control. Patient evaluations showed that they were quite satisfied with the service and follow up on the complaints they have submitted, but there were some service facilities that they think still lacking.

Increasing Knowledge Transfer to Employees Through Organizational Justice with Affective Commitment as Mediator Pradana, Fawzi Rizki; Tjahjono, Heru Kurnianto; Nuryakin, Nuryakin
Jurnal Manajemen Bisnis Vol 12, No 2: September 2021
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.v12i2.11397

Research aims: This study aims to determine the mediation of affective commitment on the effects of organizational justice, consisting of distributive justice, procedural justice, and interactional justice, on the knowledge transfer to employees at Diskominfo Kebumen Regency. The purpose of this research is also to find out the effect of distributive, procedural, and interactional justice on affective commitment, the effect of affective commitment on knowledge transfer, and the mediating role of affective commitment in the relationship between distributive, procedural, and interactional justice on knowledge transfer.Design/Methodology/Approach: This study used a quantitative approach with the path analysis method. Respondents in this study were employees at Diskominfo Kebumen. The sample used was 78 respondents who were taken by the total sampling technique.Research findings: This study found that distributive justice, procedural justice, and interactional justice significantly and directly affected affective commitment. The study results also showed a significant direct effect of affective commitment on knowledge transfer. Also, distributive justice, procedural justice, and interactional justice indirectly affected knowledge transfer through the mediation of affective commitment.Theoretical contribution: There are few previous studies on distributive, procedural, and interactional justice variables. The difference in this research lies in the research model development and the existing respondentsâ€™ characteristics.Practitioner/Policy implication: Based on this research, Diskominfo Kebumen, in the future, can pay attention to the variable aspects of this research in the decision-making process and the development of employee capabilities.Research limitation/Implication: The limitation in this study is that there are still few references related to variables, so mediation is needed. For example, no research addresses the direct relationship between knowledge transfer and organizational justice. Therefore, the scope for exploratory research is limited, and the research model and analysis methods must be adjusted.

The Influence of Heritage Image, Destination Image, and Experiential Quality on Behavioural Intentions of Foreign Tourists Junarta, Harbyanto; Nuryakin, Nuryakin; Fatmawati, Indah
JDM (Jurnal Dinamika Manajemen) Vol 12, No 1 (2021): March 2021 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v12i1.25626

The research was conducted to examine heritage image models, destination images, and experiential quality in influencing touristsÃ¢â‚¬â„¢ behavioral intentions in Kuta Mandalika beach, Lombok. Kuta Mandalika Lombok beach was the object of this research, while this study subjects were foreign tourists. The sampling was carried out by a purposive sampling technique. The number of samples in this study was 133 respondents. The data analysis used Structural Equation Modeling with AMOS as an analysis tool. The research results indicated a positive effect of heritage image toward the experiential quality, positive effect of destination image toward the experiential quality, and positive effect of experiential quality on revisit intentions.Ã‚Â

Increasing Knowledge Transfer to Employees Through Organizational Justice with Affective Commitment as Mediator Pradana, Fawzi Rizki; Tjahjono, Heru Kurnianto; Nuryakin, Nuryakin
Jurnal Manajemen Bisnis Vol 12, No 2: September 2021
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.v12i2.11397

Research aims: This study aims to determine the mediation of affective commitment on the effects of organizational justice, consisting of distributive justice, procedural justice, and interactional justice, on the knowledge transfer to employees at Diskominfo Kebumen Regency. The purpose of this research is also to find out the effect of distributive, procedural, and interactional justice on affective commitment, the effect of affective commitment on knowledge transfer, and the mediating role of affective commitment in the relationship between distributive, procedural, and interactional justice on knowledge transfer.Design/Methodology/Approach: This study used a quantitative approach with the path analysis method. Respondents in this study were employees at Diskominfo Kebumen. The sample used was 78 respondents who were taken by the total sampling technique.Research findings: This study found that distributive justice, procedural justice, and interactional justice significantly and directly affected affective commitment. The study results also showed a significant direct effect of affective commitment on knowledge transfer. Also, distributive justice, procedural justice, and interactional justice indirectly affected knowledge transfer through the mediation of affective commitment.Theoretical contribution: There are few previous studies on distributive, procedural, and interactional justice variables. The difference in this research lies in the research model development and the existing respondentsâ€™ characteristics.Practitioner/Policy implication: Based on this research, Diskominfo Kebumen, in the future, can pay attention to the variable aspects of this research in the decision-making process and the development of employee capabilities.Research limitation/Implication: The limitation in this study is that there are still few references related to variables, so mediation is needed. For example, no research addresses the direct relationship between knowledge transfer and organizational justice. Therefore, the scope for exploratory research is limited, and the research model and analysis methods must be adjusted.

Pembuatan Konten Pemasaran Bagi Pengrajin Batik di Desa Jarum Kecamatan Bayat Kabupaten Klaten Nuryakin, Nuryakin; Pribadi, Firman
JURNAL ABDIMAS SERAWAI Vol 1, No 3 (2021): Jurnal Abdimas Serawai (JAMS)
Publisher : Program Studi Administrasi Publik

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

Kemunculan media sosial yang telah banyak diadopsi oleh perusahaan saat ini telah memberikan perubahan arah dan strategi bisnis dan pola komunikasi yang dijalankan oleh perusahaan. Perubahan strategi dan pola komunikasi tersebut juga dilakukan oleh sektor UKM. Sektor UKM yang beberapa tahun lalu masih mengadopsi strategi dan bentuk komunikasi secara langsung, saat ini juga telah beradaptasi dengan menggunakan media sosial. Media sosial juga telah mempengaruhi pemilihan strategi perusahaan dalam menjalin hubungan dengan para pelanggannya. Bahkan UKM juga harus merubah strategi mereka dalam menghadapi kemunculan media sosial saat ini termasuk dalam kegiatan pemasaran. Pentingnya membangun hubungan UKM dan para relasinya telah dilakukan dengan konsep dan mencari interaksi sosial melalui jejaring sosial dengan menggunakan facebook, instgram dan media sosial lainnya. Reputasi UKM akan dapat dikenal oleh masyarakat. Salah satu bentuknya adalah pada UKM batik yang berusaha memasarkan produknya secara online melalui konten pemasaran (marketing content).Â Kegiatan pengabdian ini merupakan Program Kemitraan Masyarakat (PKM) yang dilakukan pada UKM batik di desa Jarum Kecamatan Bayat Kabupaten Klaten. Output dari kegiatan PKM ini adalah pembuatan konten pemasaran untuk produk-produk batik yang dihasilkan dari kegiatan produksi batik seperti kain batik, handicraft, mainan dan beberapa aksesoris lain yang dihasilkan dari proses membatik. Produk-produk tersebut dibuatkan konten pemasaran nya dan kemudian di upload dalam youtube sehingga mudah dikenal oleh pelanggan dalam jangkauan yang luas.

The Influence of Heritage Image, Destination Image, and Experiential Quality on Behavioural Intentions of Foreign Tourists Junarta, Harbyanto; Nuryakin, Nuryakin; Fatmawati, Indah
JDM (Jurnal Dinamika Manajemen) Vol 12, No 1 (2021): March 2021
Publisher : Department of Management, Faculty of Economics and Business, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v12i1.25626

This research examines heritage image model influence, destination image, experiential quality in influencing tourist behavioral intention in Mandalika Kuta beach Lombok. Mandalika Kuta beaches Lombok as the object, while the subject is foreign tourists. This research used the Purposive sampling method and 133 respondents as the sample. The tool analysis is using Structural Equation modeling/AMOS. The heritage image and destination image give positive influences to the tourist’s experiential quality; the experiential quality gives positive impacts to the tourist’s revisit intentions. The limitation of this study is that the time to conduct this study is limited, only one month. In addition, the indicators used in this study are limited. This research has a significant practical contribution; Some objectives still focus on providing product-oriented marketing and management practices.

Understanding Customer Purchase Intention of PC Product on Indonesia Manda Rahmat Husein Lubis; Nuryakin Nuryakin; Susanto Susanto
APMBA (Asia Pacific Management and Business Application) Vol 7, No 2 (2018)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

In this digital revolution all industries are competing to innovate to attract consumers' attention. One of the most competitive competition is in the electronics industry. This study aims to determine the effect of brand awareness, brand image and perceived quality towards purchase intention of IT products. The object in this research is one of the leading lapotop brang in Indonesia in one of the growing provinces in Indonesia. This study uses sampling by purposive sampling technique. The number of samples in this study were 142 respondents. Data obtained through questionnaires distributed directly to the field and through the Google Form. Data analysis techniques using SEM showed that brand awareness has no significant effect on perceived quality, brand image has a significant effect on perceived quality, brand awareness has a significant effect on purchase intention, brand image has a significant effect on purchase intention and perceived quality have a significant effect on purchase intention. In generally, ASUS brand laptops have managed to attract consumers' attention through their brand image and awareness.

Exploring SMEs Marketing Performance Through Networking Capacity and Relational Capability Nuryakin Nuryakin
APMBA (Asia Pacific Management and Business Application) Vol 9, No 2 (2020)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2020.009.02.5

This research aims to analyse the effect of relational capability and networking capacity on SMEs marketing performance of Wooden Handicraft in one of the heritage area in Indonesia, in the area of Klaten, Bantul and Sleman Regency of Yogyakarta.By occupied sampling technique of purposive sampling, several criteria used in the sampling were Wooden Handicraft Export SMEs that have been operating for three years or more. Total of 140 questionnaire utilized in this study resulting 129 respondents studied. The results showed that relational capability had a significant effect on SMEs marketing performance. Relational capability had a significant effect on networking capacity. Also, networking capacity had a significant effect on SMEs marketing performance.

The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty Dola Fitritha Raras Handayani; Retno Widowati PA; Nuryakin Nuryakin
Jurnal Siasat Bisnis Vol 25, No 2 (2021)
Publisher : Management Development Centre (MDC) Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/jsb.vol25.iss2.art3

Purpose: This research's main objective is to determine the relationship among e-service quality, trust, and brand image to customer loyalty. Customer satisfaction was a mediator which focused on Shopee customers in Yogyakarta.Design/methodology/approach: The research respondents consisted of 245 customers. The reliability and validity tests were conducted. The collected data were analyzed using the SEM AMOS method.Findings: The research results showed that: 1) e-service quality had a positive and significant influence on customer loyalty; 2) trust had a positive and significant influence on customer loyalty; 3) brand image had a positive and significant influence on customer satisfaction; 4) e-service quality had a positive and significant influence on customer loyalty; 5) customer trust had a positive and significant influence on customer loyalty; 6) brand image had a positive and significant influence on customer loyalty; 7) customer satisfaction had a positive and significant influence on customer loyalty; 8) e-service quality had a direct influence on customer loyalty without customer satisfaction as a mediator; 9) trust had a direct influence on customer loyalty without customer satisfaction as a mediator; 10) brand image had a direct influence on customer loyalty without customer satisfaction as a mediator.Research limitation/implications: The research sample was Shopee customers in the Special Region of Yogyakarta. There had not been an analysis of other factors that influence customer satisfaction and loyalty, such as social risk and time risk. Practical implications: Future research should expand the research sample to Shopee customers outside of Yogyakarta Special Region. For further research, it is recommended to modify the proposed model so that the goodness of fit criteria obtained will be fulfilled by the good criteria.Originality/value: In the context of customer satisfaction and loyalty, this research had offered an empirical research model on the relationship among e-service quality, trust, brand image, customer satisfaction and customer loyalty on Shopee customers outside of Yogyakarta Special Region. The use of satisfaction had mediating influence of e-service quality, trust, brand image on customer loyalty.

Ethical Leadership terhadap Employee Well-being: Peran mediasi Job satisfaction Nadia May Nanda; Heru Kurnianto Tjahjono; Nuryakin Nuryakin
JURNAL ILMIAH MANAJEMEN & BISNIS Vol 23, No 1 (2022): April - September
Publisher : UNIVERSITAS MUHAMMADIYAH SUMATERA UTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30596/jimb.v23i1.7999

Purpose - This study aims to analyze the influence of Ethical Leadership and Employee Well-being mediated by Job satisfaction.Methodology - The sampling technique used purposive sampling, which obtained as many as 126 nurses at PKU Muhammadiyah Bantul Hospital, Yogyakarta. The research data were analyzed using Structural Equation Modeling (SEM) assisted by the IBM SPSS AMOS 24.0 software analysis tool.Findings - The results showed that Ethical Leadersh was related to Employee Well-being mediated by Job satisfaction. With the high level of Ethical Leadership in PKU Muhammadiyah Bantul Hospital nurses influenced by Employee Well-being. However, the high level of Ethical Leadership in nurses will be more influenced by the indirect effect of Employee Well-being through Job satisfaction than the direct influence of Employee Well-being.Originality/Novelty - This study offers new insights into the management literature by highlighting that combating negativity in the nurse's workplace not only preserves Employee Well-being, but also enables organizations to take full advantage of the positive processes that Ethical Leadership makes possible through Job satisfaction.Implications -Efforts made by employees and the company are by increasing the ability and support that can help employees to continue to hone their psychological capital in the hope that they will be able to achieve career success personally and organizationally

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