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All Journal PREPOTIF : Jurnal Kesehatan Masyarakat Enrichment : Journal of Management Milestone: Journal of Strategic Management Feedforward: Journal of Human Resource Jurnal MENTARI: Manajemen, Pendidikan dan Teknologi Informasi
Kho, Ardi
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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Journal : Milestone: Journal of Strategic Management

 1 
University Strategy and Implementation Using the David Strategic-Management Model: A Case Study from Indonesia Kho, Ardi; Rumanti, Elisabeth Dewi; Sudibjo, Niko; Nanda, Kezia Arya
Milestone: Journal of Strategic Management Vol. 1 No. 2 September 2021
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/ms.v1i2.3932

Abstract

The competency standards of university graduates must comply with the National Standards of Education, the Indonesian National Qualification Framework (KKNI), and other criteria set by the university. Universities need to set strategies and implementations to achieve the standard of graduate competence consisting of attitudes, knowledge, and skills stated in the formulation of graduate learning achievements. A case study using a qualitative approach was conducted at the university in Banten, Indonesia. The purpose of this study is to explore academic strategies in university. This includes examining the key drivers for strategic planning, the opportunities pursued in strategic planning, and challenges encountered in the process of strategic planning. The findings suggest that key drivers for strategic planning in the university include market competition and customer requirements. Secondly, the findings are the university should pursue three major strategic planning opportunities, including improved academic operational efficiency, improved student competency, and lecturer’s qualification, as well as improved services of the university. Thirdly, the change management process is reactive and not necessarily transformational in its degree, even though it can involve large-scale changes. The findings integrated into a model contribute to understanding the relationship between the context of strategic planning, the content of strategic planning, and the process of strategic planning in university.
Pengaruh Service Quality dan Patient Safety Expectation Terhadap Customer Satisfaction dan Customer Loyalty Pada AIC Medical Clinic di Masa Pandemi Covid-19 [The Effect of Service Quality and Patient Safety Expectation on Customer Satisfaction and Customer Loyalty on AIC Medical Clinic During the Covid-19 Pandemic] Kho, Ardi; Budianto, Bernard; Antoni, Irene
Milestone: Journal of Strategic Management Vol. 2 No. 1 April 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/ms.v2i1.5289

Abstract

This study was conducted during the COVID-19 Pandemic when patients were afraid and avoided going to the clinic so there was a decrease in patient visits to AIC Medical. This study is to find out whether patients prefer patient safety expectations rather than service quality that affects customer satisfaction, and increases customer loyalty. This study was conducted in Jakarta involving 162 patients at AIC Medical Clinic. Data was collected by distributing questionnaires containing 40 statements using a Likert scale of 1–5 based on a non-probability sampling method with a saturation sampling technique. Data were analyzed using the PLS-based SEM method. The research results support some of the proposed models. The findings are service quality, patient safety expectations, and corporate CSR has a positive effect on customer satisfaction. Other research findings that support the relationship between service quality and customer loyalty are positive. The results show that the effect of cultural similarity on customer satisfaction is negative. The findings confirm that customer satisfaction is partial mediation of the relationship between service quality and customer loyalty.BAHASA INDONESIA ABSTRACTPenelitian ini dilakukan pada masa pandemi COVID-19 saat pasien takut dan menghindari untuk ke klinik sehingga terjadi penurunan kunjungan pasien ke AIC Medical Clinic. Penelitian ini untuk mengetahui apakah pasien lebih memilih keamanan atau patient safety expectation daripada service quality yang berpengaruh terhadap customer satisfaction, dan meningkat customer loyalty. Penelitian ini dilakukan di Jakarta dengan melibatkan 162 pasien di AIC Medical Clinic. Pengumpulan data dilakukan dengan menyebarkan kuesioner berisi 40 pernyataan dengan Skala Likert 1–5 berdasarkan metode purposive sampling dengan kriteria pasien yang datang di klinik saat pandemi COVID-19. Data dianalisis dengan metode SEM berbasiskan PLS. Hasil penelitian mendukung sebagian model yang diusulkan, service quality, patient safety expectation dan CSR perusahaan berpengaruh positif terhadap customer satisfaction. Temuan lain penelitian mendukung hubungan service quality terhadap customer loyalty adalah positif. Terdapat pengaruh patient safety expectation terhadap customer satisfaction lebih besar dibandingkan oleh pengaruh service quality, tetapi pengaruh cultural similarity terhadap customer satisfaction adalah negatif. Temuan mengonfirmasi mediasi customer satisfaction mempengaruhi customer loyalty.
Co-Authors Antoni, Irene Aulia, Nurul Budianto, Bernard Christina Michelle Gozali, Ivana Agustin Nanda, Kezia Arya Rumanti, Elisabeth Dewi Salam, Rahmat Savira Alifa Sudibjo, Niko Teuku Alif Ananda Yustika Rusnanda