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All Journal JAM : Jurnal Aplikasi Manajemen EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Kinerja: Jurnal Ekonomi dan Manajemen Jurnal Sains Manajemen dan Bisnis Indonesia Ilomata International Journal of Management Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Ilomata International Journal of Management Quantitative Economics and Management Studies Ilomata International Journal of Social Science Journal MISSY (Management and Business Strategy) JURNAL MANAJEMEN DAN BISNIS INDONESIA
Martini, Ni Nyoman Putu
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Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Study Loyalitas Pasien Dengan Kepuasan Pasien Sebagai Variabel Intervening Pada Layanan Rawat Jalan Di Rumah Sakit Paru Jember Martini, Ni Nyoman Putu; Rochmah, Ainur; Susbiyani, Arik
Jurnal Manajemen dan Bisnis Indonesia Vol. 9 No. 2 (2023): Edisi Bulan Desember
Publisher : Universitas Muhammadiyah Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32528/jmbi.v9i2.463

Abstract

Pelayanan menjadi hal yang sangat perlu untuk dibahas karena pelayanan yang diberikan oleh penyedia jasa kesehatan secara langsung dirasakan oleh pasien sehingga bila terdapat sedikit kelalaian dalam menangani pasien dapat berdampak buruk bagi pasien dan bagi penyedia jasa kesehatan itu sendiri. Penelitian ini dilakukan di lingkungan Rumah Sakit Paru Jember. Jumlah sampel pasien Rumah Sakit Paru Jember yang diambil sebanyak 339 orang pasien. Penelitian ini dapat dikatakan menggunakan metode random sampling. Analisis data dan permodelan persamaan struktural dengan menggunakan software Smart PLS 4.0. Tujuan penelitian ini adalah untuk mengetahui apakah pengaruh citra merek dan kualitas layanan terhadap loyalitas pasien dengan kepuasan pasien sebagai variabel intervening pada layanan rawat jalan di Rumah Sakit Paru Jember memiliki pengaruh yang signifikan. Hasil uji menunjukkan citra merek berpengaruh signifikan terhadap kepuasan pasien Rumah Sakit Paru Jember. Kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan pasien Rumah Sakit Paru Jember. Citra Merek berpengaruh positif dan signifikan terhadap loyalitas pasien Rumah Sakit Paru Jember. Kualitas layanan berpengaruh signifikan terhadap loyalitas Pasien Rumah Sakit Paru Jember. Kepuasan Pasien berpengaruh positif dan signifikan terhadap loyalitas Pasien Rumah Sakit Paru Jember. Kualitas Layanan berpengaruh signifikan terhadap Loyalitas Pasien Rumah Sakit Paru Jember melalui Kepuasan Pasien. Citra merek berpengaruh positif dan signifikan terhadap loyalitas Pasien pada pasien Rumah Sakit Paru Jember melalui kepuasan Pasien.
Analisis Pengaruh Pengembangan Sumber Daya Manusia Dan Pengawasan Terhadap Kinerja Pegawai Pada Dinas Kesehatan Kabupaten Bondowoso Dewi, Herlyana; Martini, Ni Nyoman Putu; Thamrin, Mohammad
Jurnal Manajemen dan Bisnis Indonesia Vol. 10 No. 2 (2024): Edisi Bulan Desember
Publisher : Universitas Muhammadiyah Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32528/jmbi.v10i2.1569

Abstract

Tujuan dari penelitian ini adalah untuk mengetahui dan menganalisis secara parsial maupun simultan pengaruh pengembangan sumber daya manusia dan pengawasan terhadap kinerja pegawai Dinas Kesehatan Kabupaten Bondowoso. Jumlah sampel penelitian ini adalah 124 responden. Teknik analisis yang digunakan adalah regresi sederhana dengan menggunakan SPSS 24.0. Hasil analisis data menunjukkan bahwa secara parsial variabel pengembangan sumber daya manusia berpengaruh signifikan terhadap kinerja pegawai, secara parsial variabel pengawasan berpengaruh signifikan terhadap kinerja pegawai, secara simultan, pengembangan sumber daya manusia dan pengawasan berpengaruh signifikan terhadap kinerja pegawai.
Mediation Satisfaction: The Role of Service Quality and Trust to Increasing Customer Loyalty in Bank Indutries Subiyanto, Tri Bagus; Susbiyani, Arik; Martini, Ni Nyoman Putu; Qomariah, Nurul
Ilomata International Journal of Management Vol. 6 No. 4 (2025): October 2025
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v6i4.1886

Abstract

Competition in the banking sector is currently increasing. The banking industry is required to continuously improve services so that it has an impact on customer satisfaction and loyalty. The purpose of this study is to address the inconsistency of results by analyzing the influence of service quality and trust on customer satisfaction and loyalty at PT. BRI Finance Jember. The measuring instrument is a questionnaire with a population of 186 customers of PT. BRI Finance Jember who also served as the research sample. Structural Equation Modeling (SEM) with the help of the WarpPLS application is used in this study to test the hypothesis. Finally, the results of the study show that service quality has an impact on satisfaction. Trust has an impact on satisfaction and loyalty. Service quality has an impact on loyalty. Trust has an impact on loyalty. Satisfaction has an impact on loyalty. In addition, customer satisfaction acts as an intervening variable that strengthens the influence of service quality and trust on customer loyalty. These findings emphasize the importance of improving service quality and building trust as the main strategy in maintaining and increasing customer loyalty of PT. BRI Finance Jember. This research provides practical contributions to applied marketing management and designing service management policies to enhance customer satisfaction and loyalty in financial institutions in Southeast Asia.
Mediation Satisfaction: The Role of Service Quality and Trust to Increasing Customer Loyalty in Bank Indutries Subiyanto, Tri Bagus; Susbiyani, Arik; Martini, Ni Nyoman Putu; Qomariah, Nurul
Ilomata International Journal of Management Vol. 6 No. 4 (2025): October 2025
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v6i4.1886

Abstract

Competition in the banking sector is currently increasing. The banking industry is required to continuously improve services so that it has an impact on customer satisfaction and loyalty. The purpose of this study is to address the inconsistency of results by analyzing the influence of service quality and trust on customer satisfaction and loyalty at PT. BRI Finance Jember. The measuring instrument is a questionnaire with a population of 186 customers of PT. BRI Finance Jember who also served as the research sample. Structural Equation Modeling (SEM) with the help of the WarpPLS application is used in this study to test the hypothesis. Finally, the results of the study show that service quality has an impact on satisfaction. Trust has an impact on satisfaction and loyalty. Service quality has an impact on loyalty. Trust has an impact on loyalty. Satisfaction has an impact on loyalty. In addition, customer satisfaction acts as an intervening variable that strengthens the influence of service quality and trust on customer loyalty. These findings emphasize the importance of improving service quality and building trust as the main strategy in maintaining and increasing customer loyalty of PT. BRI Finance Jember. This research provides practical contributions to applied marketing management and designing service management policies to enhance customer satisfaction and loyalty in financial institutions in Southeast Asia.
The Moderating Role of Age: The Influence of Service Quality and Word of Mouth on Customer Loyalty with Trust as an Intervening Variable in the Banking Industry Qomariah, Nurul; Andhika, Stanly Reza; Herlambang, Toni; Martini, Ni Nyoman Putu; Sari, Mutiara Dwi
Jurnal Aplikasi Manajemen Vol. 23 No. 3 (2025)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/

Abstract

The increase in customers who experience delays and bad debts indicates a challenge in maintaining the quality of customer relationships and loyalty, despite the bank's success in attracting new customers. Although the number of customers continues to increase, the rise in arrears and bad debts suggests potential issues in customer relationship management. Therefore, the purpose of this study is to determine and analyze the effect of service quality and word of mouth on customer loyalty at the BRI Jember Branch, with customer trust serving as an intervening variable. This study method employs a descriptive quantitative approach, utilizing Structural Equation Modeling (SEM) data analysis techniques processed with the WarpPLS 8.0 Application. The population in this study was 531,266 customers. The study comprised 400 research samples, selected using a purposive sampling technique. The results showed that service quality and word of mouth had a significant effect on customer trust at the BRI Jember Branch. Service quality, word of mouth, and customer trust have a significant impact on customer loyalty at the BRI Jember Branch. Indirectly, service quality and word of mouth have a significant effect on customer loyalty through customer trust as an intervening variable at the BRI Jember Branch. Regarding the moderation variable, the age variable moderates the influence of word of mouth on loyalty. On the other hand, the age variable does not strengthen the influence of service quality on loyalty. This finding has practical implications for banking institutions to continue improving service quality and enhancing word of mouth, as it has been proven to increase customer trust and loyalty.
Co-Authors A.A. Ketut Agung Cahyawan W Abadi Sanosra Abdillah, Yusuf Andhika, Stanly Reza Asyidiq, Mohammad Madya Ayu, Ira Porbonovitaning Dewi, Asfita Dewi, Herlyana Firmansyah, Ichwan Gayuh Herlambang, Toni Ida Ayu Putu Sri Widnyani Ku Mahamud, Ku Ruhana Kurniawan, Muhammad Sifak Beni Laksono, Teguh Tri Lestari, Untung Wredhi Lusiyati, Lusiyati Maryani Maryani Musyaffa, Musyaffa Mutiara Dwi Sari Nafi'ah, Nailatul Ilmi Nursaid Nurul Qomariah Nurul Qomariyah Prajudy, Sugeng Ridwan, Wachid ROCHMAH, AINUR Sariyono, Nurul Sobirov, Bobur Sriwitantiningsih, Luluk Subiyanto, Tri Bagus Sudarmanto, Yoyok Suryandari, Andriana Susbiyani, Arik Thamrin, Mohammad Tiara, Rani Widyastutie, Erika