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Devi, Nurwulan Kusuma
Universitas Mitra Bangsa, Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Materials Science & Nanotechnology Mathematics Public Health Social Sciences Other

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Pengaruh Kompetensi, Komunikasi Interpersonal, dan Kualitas Pelayanan Kesehatan terhadap Kepuasan Pasien di Puskesmas Pembantu Lubang Buaya, Jakarta Timur Hermina Nurmalita Sari; Enjang Sudarman; Nurwulan Kusuma Devi; Zulkifli Rangkuti; Eddy Hermawan Hasudungan; bambang nurakhim
Jurnal Manajemen, Bisnis dan Kewirausahaan Vol. 5 No. 2 (2025): Agustus : Jurnal Manajemen, Bisnis dan Kewirausahaan (JUMBIKU)
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jumbiku.v5i2.5599

Abstract

The success of Puskesmas services is highly dependent on the quality of services provided, especially in an effort to meet patient expectations and satisfaction. This study is focused on exploring the relationship between the competence of medical personnel, interpersonal communication skills, and service quality with patient satisfaction levels at the Lubang Buaya Auxiliary Health Center, East Jakarta. Primary health services have a strategic role in maintaining public health, so understanding the determinants of patient satisfaction is crucial. This study uses a quantitative approach with a correlational design. A total of 100 respondents were selected through a total sampling technique, and data was collected using a questionnaire instrument that had been tested for validity and reliability. Data analysis was carried out using multiple linear regression, accompanied by a t-test, F test, and a determination coefficient to assess the strength and contribution of each variable to patient satisfaction. The results of the analysis showed that the three variables—competence of health workers, interpersonal communication, and quality of service—significantly affected patient satisfaction, both partially and simultaneously, with an adjusted R² value of 0.842. This figure indicates that about 84.2% of the variation in patient satisfaction can be explained by these three factors. These findings strengthen the evidence that increasing professional capacity, mastering effective communication skills, and improving service quality are the keys to the success of Puskesmas in building public trust and loyalty. The practical implication of this study is the need to develop a sustainable training program for health workers, including the development of technical competencies and soft skills. In addition, the internal policies of the Puskesmas must be directed at the formation of a service culture that is responsive, empathetic, and oriented to the needs of patients.
Analisis Pengaruh Citra Rumah Sakit Dan Kualitas Pelayanan Terhadap Kepuasan Pasien Di Instalasi Rawat Inap Rumah Sakit Umum Daerah (RSUD) Kota Tangerang Dewi Winarsih; Eddy Hermawan Hasudungan Panjaitan; Nurwulan Kusuma Devi
Journal of Innovative and Creativity Vol. 5 No. 2 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i2.2135

Abstract

Hospitals as public service institutions are required to provide services that are available, continuous, acceptable, easily accessible, affordable, and of quality. Hospital image and service quality as a liaison and guardian of relationships with customers to maintain patient satisfaction. This study is to analyze the influence of hospital image and service quality simultaneously on inpatient satisfaction at Tangerang City Hospital. The research method uses a quantitative cross-sectional approach with a saturated technique sample (84 respondents). Data were collected through questionnaires and analyzed using the interval analysis method. The results show that there is a significant influence between hospital image and service quality on patient satisfaction (T sig test = 0.000 <0.05; F sig test = 0.000). The conclusion and suggestion of the researcher is that the variables of hospital image and service quality together can provide a positive and significant influence on patient satisfaction at Tangerang City Hospital and management support, technical services both medical and non-medical, communication staff, and infrastructure facilities to strengthen patient satisfaction.
Pengaruh Kompetensi, Motivasi dan Beban Kerja terhadap Kinerja Perawat IGD RSUD Jatisampurna Huswatun Hasanah; Eddy Hermawan Hasudungan Panjaitan; Nurwulan Kusuma Devi
Journal of Innovative and Creativity Vol. 5 No. 2 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i2.2137

Abstract

Huswatun Hasanah, Nursing care given to patients is assessed as nurse performance. Achievement of good performance is supported by high motivation, competence possessed by nurses, and reduced workload that is the responsibility of nurses. This study aims to analyze the effect of motivation, competence and workload on the performance of nurses at RSUD Jatisampurna.Method: This study uses a quantitative research type with a cross- sectional approach. The sampling technique in this study is a saturated sample with a total of 35 nurses. The instrument in the study used a questionnaire. The data analysis technique used is the analysis used multiple linear regression. Research with N = 35 through the T Test showed that t count > t table or 46.839 > 2.032 with a significance value of 0.001 < 0.05, meaning that Competence (X1) has a significant effect on the performance of nurses Through the T Test, it shows that t count > t table or 44.424 > 2.032 with a significance value of 0.001 < 0.05, meaning that motivation (X2) has a significant effect on on the performance of nurses. Through the T Test, it shows that t count > t table or 14.375 > 2.032 with a significance value of 0.001 < 0.05, meaning that workload (X3) has a significant effect on on the performance of nurses. Through the F Test with f count > f table or 1.29.074014 > 4.12 with a significance level of 0.00 < 0.05, this means that simultaneously there is an Competence, motivation and workload jointly influence the performance of nurses. Competence influences nurses performance, Competence influences nurses performance, motivation influences nurses performance, and workload influences nurses performance. Competence, motivation and workload jointly influence the performance of nurses.
Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Kepuasan Konsumen Baby SPA Di Aleankabut Hoz Kota Depok Shovilia Shovilia; Eddy Hermawan Hasudungan Panjaitan; Nurwulan Kusuma Devi
Journal of Innovative and Creativity Vol. 5 No. 2 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i2.2139

Abstract

This study aims to analyze the influence of service quality and promotion on customer satisfaction at Aleankabut Hoz baby spa in Depok City. A quantitative approach was applied, with data collected via questionnaires from 108 respondents. Multiple linear regression analysis was used. The results showed that both service quality and promotion had significant partial and simultaneous effects on customer satisfaction. Promotion emerged as the dominant variable influencing satisfaction, particularly through public relations and digital media strategies. The coefficient of determination (R²) of 89.2% indicates that the independent variables significantly explain the variation in customer satisfaction. The findings imply that enhancing empathy-based service quality and optimizing digital promotion strategies can increase customer loyalty in the baby spa sector.
Pengaruh Motivasi Kerja Dan Disiplin Kerja Terhadap Kinerja Karyawan Rumah Sakit Umum Daerah Jatisampurna Mellyana; Eddy Hermawan Hasudungan Panjaitan; Nurwulan Kusuma Devi
Journal of Innovative and Creativity Vol. 6 No. 1 (2026)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

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

Abstract

Latar Belakang: Persaingan dalam dunia kesehatan saat ini dirasakan sangat ketat, oleh karena itu rumah sakit diharapkan memiliki kapabilitas yang kuat diberbagai bidang seperti fasilitas, operasional, dan sumber daya manusia serta kualitas pelayanan. Berbagai usaha kesehatan harus bersaing untuk meningkatkan kualitas dan kuantitas yang dimilikinya agar dapat bertahan dalam menarik pasien untuk memperoleh pelayanan kesehatan. Perkembangan teknologi yang semakin hari semakin maju membuat masyarakat sebagai pengguna jasa pelayanan lebih memilih pelayanan yang praktis dan bermutu, sarana dan prasarana yang lengkap, serta tenaga kerja yang berkualitas dan professional. Metode Penelitian: Penelitian ini menggunakan jenis penelitian kuantitatif dengan pendekatan cross sectional. Teknik sampling dalam penelitian ini adalah sampel jenuh dengan jumlah 35 karyawan. Instrumen dalam penelitian menggunakan kuesioner. Teknik analisa data yang digunakan adalah metode regresi linear berganda, Jenis data yang saya gunakan yaitu data primer, kuisioner dan likert, dan metode penelitian yang saya gunakan yaitu dengan SPSS Versi 27. Hasil: Penelitian dengan N=35 melalui Uji T menunjukkan bahwa thitung > ttabel atau 7.041 > 2.036 dengan nilai signifikansi <0.001 < 0,05, artinya Motivasi Kerja ( X1) berpengaruh signifikan terhadap Kinerja Karyawan.. Melalui Uji T menunjukkan bahwa thitung > ttabel atau 11.402 > 2.036 dengan nilai signifikansi <0.001 < 0,05, artinya Dispilin Kerja (X2) berpengaruh signifikan terhadap Kinerja Karyawan.. Melalui Uji F dengan fhitung > ftabel atau 91.659 > 2.48 dengan tingkat signifikan sebesar < 0.001 < 0,05, artinya bahwa secara simultan ada pengaru, Motivasi Kerja dan Disiplin Kerja terhadap Kinerja Karyawan. Kesimpulan: Motivasi Kerja berpengaruh signifikan terhadap kinerja karyawan, Disiplin Kerja berpengaruh signifikan terhadap kinerja karyawan. Motivasi dan /Disiplin kerja secara bersama-sama berpengaruh terhadap kinerja karyawan.
Co-Authors Abdul Latief Aleni Purnamasari Alex Prilhanthara Harefa Amanda Rahayu Putri Atmojo, Kunto Bambang Nurakhim Budi Safari Chaidir Achmad Damayanti, Wiwit Dewi Listiorini Dewi Winarsih E, Muh. Noval Sanubari Eddy Hermawan Hasudungan Eddy Hermawan Hasudungan Panjaitan Enjang Sudarman Feriandy Hadi Mulyo Wibowo Hadi Purnomo Haspul Naser Haspul Naser Haspul Naser Haspul Naser Heberlolo Simbolon Hermina Nurmalita Sari Huswatun Hasanah Idaman, Syukrio Ifah Masrifah Indri Astuti Indri Astuti Indri Astuti Kunto Atmojo Latifan, Sepri Maharani Putri Nurazizah Maharani, Syifa Meini Prihantati Meirna Milisani Mellyana Milisani, Meirna MUhammmad Sobri Munawir Munawir Naser, Haspul Nervilia, Indi Nugroho Setyo Utomo Nurakhim, Bambang Nurul Wahdini Panjaitan, Eddy Hermawan Hasudungan Prastica, Ayunda Rahmadani Dwi Prihatina Jati Prihatina jati prihatina Jati Putri Sarirati Putri Sarirati Raden Mohamad Herdian Bhakti Rahmat Hidayat Ratnawita Ratnawita Saepulloh, Aep Shovilia Shovilia Sudarman, Enjang Wahdini, Nurul Witler Slamat Halomoan S Wiwit Damayanti Wiwit Damayanti Yeni Kurniati Zulkifli Rangkuti Zulkifli Rangkuti