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All Journal Inovisi Jurnal Penelitian Kesehatan Suara Forikes Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Pengabdian Masyarakat AbdiMas Jurnal Ilmu Kesehatan Masyarakat (The Public Health Science Journal) International Journal of Nursing and Health Services (IJNHS) Journal of Multidisciplinary Academic Inovasi: Jurnal Ilmiah Ilmu Manajemen Jurnal Riset Kesehatan Poltekkes Depkes Bandung Poltekita : Jurnal Ilmu Kesehatan Jurnal Ekonomi Manajemen Sistem Informasi JURNAL Al-AZHAR INDONESIA SERI SAINS DAN TEKNOLOGI Jurnal Ilmiah Manajemen Kesatuan Science Midwifery Journal of Nursing and Public Health (JNPH) Jurnal Health Sains Jurnal Ilmu Manajemen Terapan (JIMT) Journal La Bisecoman Health Publica : Jurnal Kesehatan Masyarakat Kontigensi: Jurnal Ilmiah Manajemen Jurnal EduHealth Journal of Comprehensive Science International Journal of Medicine and Health Jurnal Indonesia Sosial Teknologi Journal of Hospital Management Eduvest - Journal of Universal Studies Jurnal Medika Nusantara Vitamedica: Jurnal Rumpun Kesehatan Umum Toplama Inovasi Kesehatan Global Vitamin: Jurnal Ilmu Kesehatan Umum International Journal of Economics, Commerce, and Management International Journal of Economics and Management Sciences Green Inflation: International Journal of Management And Strategic Business Leadership International Journal of Health and Medicine Jurnal Praba: Jurnal Rumpun Kesehatan Umum Jurnal Ilmu Kesehatan Masyarakat (The Public Health Science Journal) Jurnal Ekonomi, Manajemen, Akuntansi Jurnal Cinta Nusantara Jurnal Ilmu Kesehatan Masyarakat
Nofierni, Nofierni
Universitas Esa Unggul Jakarta
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Customer Retention Enhancement Strategies Using Bal-anced Scorecard During Service Expansion and Excellence Center Development Riny Tri Yuliandita; M.Natsir Nugroho; Nofierni Nofierni
International Journal of Economics and Management Sciences Vol. 3 No. 2 (2026): May : International Journal of Economics and Management Sciences
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/ijems.v3i2.1194

Abstract

The premium healthcare industry in urban areas is experiencing increasing competition along with the increase in healthcare facilities and the increasing public demand for fast, comfortable, and quality medical services. In this context, Columbia Asia Pulomas Hospital is implementing an expansion strategy by increasing facility capacity, modernizing services, and adding a Center of Excellence (COE) as a service differentiation. This study aims to analyze customer retention strategies within the Balanced Scorecard (BSC) framework, focusing on the relationship between customer perspectives, internal processes, learning and growth, and their application to the financial perspective. The research method uses a document-based policy and strategy analysis approach, field findings, and a synthesis of Balanced Scorecard theory and patient experience.The analysis shows that customer retention during the expansion phase is influenced not only by clinical quality, but also by the assurance of doctor time in practice, speed of service, physical comfort, and digitization of queues and administration. The addition of a COE has been shown to increase the perception of service value and expand market share through service specialist differentiation. Within the BSC framework, the customer perspective serves as a leading indicator for achieving the financial perspective, where increased patient retention contributes to increased revenue, ROI growth, and long-term financial expectations. The research implications emphasize that strategies for strengthening human resources, modernizing internal processes, and service innovation are important foundations in ensuring successful hospital expansion and enhancing competitive advantage.
Peran Mediasi Agilitas Tenaga Kerja Dalam Meningkatkan Performa Pelayanan Prima Di Rumah Sakit Mitra Keluarga Cikarang Shanro Mayra Vega; Nofierni, Nofierni; Anastina Tahjoo
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 4 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Maret - April 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i4.7860

Abstract

Di tengah meningkatnya tuntutan pasien di era Healthcare 4.0 rumah sakit swasta Mitra Keluarga Cikarang menghadapi tantangan berupa keharusan mempertahankan standar pelayanan prima serta optimalisasi investasi teknologi digital yang telah dilakukan. Meskipun infrastruktur teknologi telah tersedia, kesenjangan masih terjadi jika tidak diimbangi oleh kesiapan mentalitas dan kelincahan sumber daya manusia dalam memanfaatkannya. Penelitian ini bertujuan untuk menganalisis pengaruh pemanfaatan teknologi digital dan keterlibatan karyawan terhadap performa pelayanan prima dengan agilitas tenaga kerja sebagai variabel mediator. Penelitian ini menggunakan pendekatan kuantitatif dengan desain cross-sectional. Survei dilakukan terhadap 215 karyawan medis dan non-medis yang dipilih melalui teknik purposive sampling. Data dianalisis menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa pemanfaatan teknologi digital dan keterlibatan karyawan terbukti berpengaruh positif dan signifikan terhadap performa pelayanan prima, baik secara langsung maupun melalui mediasi agilitas tenaga kerja. Kesimpulannya, manajemen rumah sakit perlu menyinergikan penguatan sistem digital dengan pembinaan perilaku kerja yang lincah dan proaktif untuk mencapai keunggulan kompetitif yang berkelanjutan.
Navigating NGO Sustainability: Stakeholders, Operational Efficiency, and Innovation in Floating Hospitals Nodya Melinda Noori; Ediansyah Ediansyah; Nofierni Nofierni
International Journal of Economics, Commerce, and Management Vol. 3 No. 2 (2026): International Journal of Economics, Commerce, and Management
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijecm.v3i2.1211

Abstract

This study aims to evaluate the determinants of organizational sustainability within the Doctor Peduli Foundation (doctorSHARE), specifically regarding its Floating Hospital program. Specifically, it examines the influence of stakeholder support and operational efficiency on organizational sustainability, while analyzing the role of organizational innovation as a mediating variable in ensuring the continuity of medical services in remote areas. Employing a quantitative approach with a survey method, data were collected from 81 respondents comprising staff and volunteers directly involved in the Floating Hospital's operations. Structural Equation Modeling (SEM) was utilized to analyze the data and test the proposed hypotheses.The results reveal that stakeholder support does not have a significant direct impact on either organizational sustainability or innovation performance. Conversely, operational efficiency emerged as a dominant factor with a significant positive influence. Furthermore, organizational innovation was found to play a crucial role as a mediator, strengthening the impact of operational efficiency on organizational sustainability.This study concludes that the sustainability of non-profit organizations such as doctorSHARE is determined more by management's ability to optimize internal resources efficiently and innovatively than by reliance on external support. Consequently, strengthening internal operational systems should be a primary strategic priority to ensure long-term organizational existence.
Clinical Leadership, Effective Communication, and Team-work Effectiveness: Mediating Role of Interprofessional Collaboration Ester Lidia Paseki; Nofierni Nofierni; Sandra Dewi
International Journal of Economics and Management Sciences Vol. 3 No. 2 (2026): May : International Journal of Economics and Management Sciences
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/ijems.v3i2.1220

Abstract

Effective communication is essential for teamwork effectiveness in healthcare, particularly in inpatient units where patient care requires coordination among multiple professionals. Internal data from Hospital X showed that more than 50% of medical incidents in the last two years were related to miscommunication among healthcare workers. In addition, the 2024 employee satisfaction survey reported that workplace communication satisfaction was only 62%, below the hospital target of 75%. This study aimed to examine the influence of effective communication on teamwork effectiveness with interprofessional collaboration as an intervening variable at Hospital X.This study used a quantitative cross-sectional design involving 226 healthcare workers, including doctors, nurses, and medical support staff. Data were analyzed using the Three-Box Method and PLS-SEM. The findings revealed that effective communication significantly influenced teamwork effectiveness both directly and indirectly through interprofessional collaboration. Interprofessional collaboration also acted as a significant mediating variable between communication and teamwork effectiveness. These results indicate that communication is a key foundation for strengthening collaboration and improving teamwork in hospitals. Therefore, hospitals should enhance communication training and interprofessional collaboration programs to improve healthcare quality and patient safety
Dominasi Clan Culture dan Individualized Consideration dalam Membentuk Organizational Citizenship Behaviour: Studi Mediasi di Rumah Sakit Daerah Rudyanto Rudyanto; Rokiah Kusumapradja; Nofierni Nofierni
Jurnal Ilmu Manajemen Terapan Vol. 7 No. 5 (2026): Jurnal Ilmu Manajemen Terapan (Mei - Juni 2026)
Publisher : Dinasti Review Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jimt.v7i5.8472

Abstract

Di tengah keterbatasan sumber daya, operasional Rumah Sakit Umum Daerah (RSUD) sangat bergantung pada perilaku ekstra peran atau Organizational Citizenship Behavior (OCB) tenaga medis. Penelitian ini bertujuan untuk menganalisis pengaruh Clan Culture dan Individualized Consideration terhadap OCB tenaga keperawatan, serta menguji peran Affective Commitment sebagai variabel mediasi, dengan menyoroti dinamika Clan Culture sebagai pedang bermata dua. Penelitian kuantitatif ini menggunakan desain kausalitas dengan teknik pengambilan sampel jenuh (census) yang melibatkan 115 perawat dan bidan di RSUD Kabupaten Melawi, di mana data dianalisis menggunakan Structural Equation Modeling - Partial Least Squares (SEM-PLS) dengan bantuan perangkat lunak SmartPLS 4. Hasil analisis menunjukkan bahwa Clan Culture berpengaruh positif dan menjadi prediktor paling dominan terhadap OCB, diikuti oleh Individualized Consideration, namun Affective Commitment terbukti tidak berpengaruh signifikan terhadap OCB dan gagal berperan sebagai mediator. Temuan ini menyimpulkan bahwa budaya klan efektif membangun kohesivitas tim (organizational glue) tetapi berisiko menciptakan zona nyaman yang kurang inovatif jika terlalu mendominasi, sehingga manajemen disarankan untuk mempertahankan kehangatan budaya tersebut namun mengarahkannya pada standar profesionalisme medis melalui kepemimpinan yang memberdayakan.
Co-Authors Afraimansyah, Afraimansyah Agnes Nathania Yostin Agnesia Agusdini Agusdini Agusdini Banun Saptaningsih Aini Nadhifah Alkatiri, Fauzi Ahmad Anandaputri, Elisabet Anastina Tahjoo Anastina Tahjoo Anastina Tahjoo Arham Irzan Arief Suwandi Arif Sebastian Arrozi, Muhammad Fachrudin Aunurrofiq, Fadli Christever, Christever Clarisa Clarisa Dewi Sandra Duta Liana Dwi Meutia Julyta Dwi Yanti Elok Palupi Ediansyah Ediansyah Erry Yudhya Mulyani Ester Lidia Paseki Eva Khodijah Febrian Pramana Putra Fernando Pausoan Gultom, Doddy Fetiana Pristianti Gracesia kwannandar Gultom, Doddy Fernando Pausoan Gumilang, Dicky Gunadi, Moch. Ilfan Han, Dji Bui Hartanto, Antonius Ferdie Hasyim Hasyim Herlinawati Herlinawati Heru Agusman Hilmy, M Reza Hilmy, Mohammad Reza Hilmy, Reza Iis Istifaiyatuddianah Jus'at, Idrus Kemala Rita Kustiawan, Unggul Kusumapradja, Rokiah Kusumapradja, Rokiah Laelani, Sofi Nur Eka April lestari, intan ayu M Derajat Amperajaya M. Natsir Nugroho M.Natsir Nugroho Maruli, Maruli Halomoan Panjaitan Mashudani, Lizda MF. Arrozi Adhikara Mohamad Reza Hilmy Monica Monica, Monica Muliawan, Marjono Munawar Mus Aida NINGSIH, RYLLA Nodya Melinda Noori Nurrohman Hardiansyah Pajriani, Nia Yunia Pamungkas, Rian Patmawati, Debby Rahman, Alfian Raudani Rasipin Rasipin Rian Adi Pamungkas Ridwan, Saepul Riny Tri Yuliandita Rita, Kemala Roesfiansjah Rasjidin Royyadi Chandra Rudyanto Rudyanto Samatha Amelia Putri sandra dewi Sandra Dewi Saptaningsih, Agusdini Banun Shanro Mayra Vega Sugino Kesuma Karo Karo Samura Supriyantoro Supriyantoro Susanti Sugianto Syina, Ibnu Tahjoo, Anastina Tantri Yanuar Rahmat Syah Tri Handoko Ulfa, Zuriyati Venera, Gaby Wahidi, Kemala Rita Wongso, Erni Suryani Yanuar Ramadhan Yaputra, Steven Kristianto Zuriyati Ulfa