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All Journal JEMPER (Jurnal Ekonomi Manajemen Perbankan) Jurnal Ners RESLAJ: RELIGION EDUCATION SOCIAL LAA ROIBA JOURNAL Jurnal Kesehatan Tambusai Berdikari : Jurnal Ekonomi dan Statistik Indonesia Jurnal Penelitian Inovatif Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal of Artificial Intelligence and Digital Business Innovative: Journal Of Social Science Research KISA INSTITUE : Journal of Economics, Accounting, Business, Management, Engineering and Society Jesocin : Journal of Jabar Economic Society Networking Forum Jesocin : Journal of Economics, Accounting, Business, Management, Engineering and Society Al-Ihtiram: Multidisciplinary Journal of Counseling and Social Research Jurnal Abdimas Peradaban
mulyani, sri rochani
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Efektivitas Implementasi Sistem Pengendalian Mutu dan Kualitas Pelayanan terhadap Kepuasan Pasien dan Implikasinya pada Kinerja Klinik Pratama Laurentius Kota Bandung Philips, Grace Angela; Mulyani, Sri Rochani; Wirawan, Chevie; Kosasih, Kosasih; Syahidin, Rukhiyat
Innovative: Journal Of Social Science Research Vol. 5 No. 1 (2025): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v5i1.18196

Abstract

Abstrak Penelitian ini bertujuan untuk menganalisis penerapan sistem pengendalian mutu, mutu pelayanan, kepuasan pasien, dan kinerja Klinik Pratama Laurentius Bandung. Penelitian kuantitatif ini menggunakan sampel sebanyak 100 pasien dan analisis deskriptif dan verifikatif dengan analisis jalur. Hasil deskriptif menunjukkan bahwa responden menilai variabel tersebut baik sampai dengan sangat baik, meskipun terdapat beberapa kekurangan. Hasil verifikatif menunjukkan adanya pengaruh positif penerapan pengendalian mutu dan mutu pelayanan terhadap kinerja klinik, dengan pengaruh tidak langsung lebih besar daripada pengaruh langsung (14,47% > 10,37%). Uji t menunjukkan bahwa variabel tersebut berpengaruh signifikan terhadap kinerja klinik, karena t hitung > tα (4,083 > 1,98) dan t hitung > tα (2,377 > 1,98), sedangkan uji F menunjukkan adanya pengaruh simultan terhadap kepuasan pasien (108,695 > 3,090). Kata Kunci: Penerapan Sistem Pengendalian Mutu, Kepuasan Pasien, Kinerja Klinik, Mutu Pelayanan
THE INFLUENCE OF SERVICE QUALITY ON BRAND IMAGE IN THE COMMUNITY(Case Study at Bank Bjb Sukajadi Branch) Tresnadi, Rama; Mulyani, Sri Rochani; Aripin, Zaenal
Journal of Jabar Economic Society Networking Forum Vol. 1 No. 2 (2024): Jesocin - Januari
Publisher : Organisasi Kreatif Indonesia Emas

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Abstract

This study aims to assess the extent of the influence of Service Quality (SerQual) on brand image at PT Bank Bjb Sukajadi Branch. This research has important relevance given the intense competition among banks and non-bank financial institutions. By taking a sample of customers who were borrowers and depositors during the period 2019 to 2021, 100 respondents were involved in this study. The research method used is a quantitative approach with multiple regression analysis. The results of the regression model show a positive coefficient, indicating that any change in service quality has the potential to affect brand image. The coefficient of determination (R2) is 72.8%, indicating that service quality has a significant influence on brand image. The results of hypothesis testing, both partially and simultaneously, show a positive and significant effect of service quality on brand image. The implications of this study show that physical evidence contributes significantly to brand image, while responsiveness contributes less. These results provide a better understanding of the elements of service quality that need to be considered to improve brand image in the banking industry.
Effectiveness and Efficiency of Medical Check-Up Service Quality With The Use of Terra (Survey Study at Harapan Keluarga Hospital, Mataram City) Siar, Cindy Advenia; Mulyani, Sri Rochani; Sofia, Etty
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 4 (2026): November - January
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i4.4028

Abstract

Periodic health checks represent a key behavioral pattern among both health service users and health providers within a healthcare facility. The present study aims to analyze the effectiveness and efficiency of Medical Check Up (MCU) service quality using the TERRA framework—Tangibles, Empathy, Reliability, Responsiveness, and Assurance—at Harapan Keluarga Mataram Hospital, one of the leading private hospitals in Mataram City. This research employed a descriptive qualitative design, in which data were collected through direct observation, in-depth interviews, documentation reviews, and the study of relevant literature. Informants included hospital directors, physicians, nurses, patients, and subject-matter experts selected to provide comprehensive insights into the MCU service process. Data analysis was conducted using NVivo12 software through Matrix Coding and Project Map Node visualization to identify dominant factors influencing service performance. The findings indicate that reliability, empathy, and assurance constitute the most influential dimensions in determining the effectiveness and efficiency of MCU service quality. These factors strongly shape patient trust, perceived professionalism, and overall satisfaction. Conversely, the dimensions of tangibles and responsiveness were found to have an influence, but their contribution was relatively less significant compared to the other three dimensions. Based on these results, efforts to improve MCU service quality should prioritize sustaining high levels of reliability, empathy, and assurance, as these components form the core determinants of service excellence. Strengthening all five dimensions collectively is essential because the TERRA framework functions as an integrated set of complementary elements that jointly support optimal healthcare service delivery.
Co-Authors Abidin, Sunarti Ahmaddien, Iskandar Ariawaty, R. Rina Novianty Asnar, Etty Sofia Mariati Biantara, Irgi Budiman, Rocky Fransiskus Chendra, Wijaya Johanes Dendi Nugraha Djogo, Ony Farida Yuliati, Farida Farida Yuliaty Fauzi Akbar, Fauzi Fitriana Indradewa, Rhian Irmadewi, Ajeng Kadarisman, Sumeidi Kosasih KOSASIH KOSASIH, KOSASIH Kurniasih, Aas Kusumastuti, Dyah Latifah, Husnah Malik, Rahadian Masitoh, Imas Siti Nandita, Nandita Nugroho, Ahmad Yanwar Nugroho, Taufan Panjaitan, Biller Philips, Grace Angela Poluan, Olivia Melissa Putri, Ria Hutami Rulia, Rulia Santi Santi Sari Paraisu, Wo’i Megah Mayang Siar, Cindy Advenia Sofia, Etty Sudrajat, Ceffy Rachmat Syahidin, Rukhiyat Taufik Zulfikar Tresnadi, Rama Utoyo, Widjajanti Vip Paramarta Wirawan, Chevie Zaenal Aripin