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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Health and Medical Journal Jurnal Pelayanan dan Pengabdian Masyarakat (Pamas) Community Engagement and Emergence Journal (CEEJ) Jurnal ABDIMAS (Pengabdian kepada Masyarakat) UBJ Jurnal Ekonomi, Manajemen dan Akuntansi (JEKMA) Jurnal Pengabdian Masyarakat Bhinneka Proceeding National Conference Business, Management, and Accounting (NCBMA) Proceeding of International Conference on Entrepreneurship (IConEnt)
Widjaja, Daniel
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Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Immunology & microbiology Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Public Health Social Sciences Other

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Pengaruh Kualitas Layanan Terhadap Loyalitas di Mediasi oleh Kepuasan Pasien pada Rumah Sakit TK III 03.06.02. Salak Bogor Reza, Faisal; Widjaja, Daniel
Community Engagement and Emergence Journal (CEEJ) Vol. 6 No. 4 (2025): Community Engagement & Emergence Journal (CEEJ)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ceej.v6i4.8785

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap loyalitas pasien dengan kepuasan pasien sebagai variabel mediasi di Rumah Sakit Tk III 03.06.02 Salak Bogor. Penelitian ini menggunakan pendekatan kuantitatif dengan desain cross-sectional dan teknik purposive sampling. Sampel dalam penelitian ini terdiri dari 120 pasien rawat inap yang memenuhi kriteria inklusi. Data dikumpulkan melalui kuesioner tertutup menggunakan skala Likert lima poin, kemudian dianalisis dengan metode regresi linier berganda dan uji mediasi. Hasil penelitian menunjukkan bahwa kelima dimensi kualitas pelayanan yang terdiri dari bukti fisik (tangible), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy) berpengaruh positif dan signifikan terhadap kepuasan pasien. Selain itu, kepuasan pasien juga terbukti memiliki pengaruh yang positif dan signifikan terhadap loyalitas pasien. Temuan ini mendukung bahwa kepuasan pasien memediasi secara signifikan hubungan antara kualitas layanan dan loyalitas pasien. Implikasi dari penelitian ini adalah pentingnya peningkatan kualitas pelayanan rumah sakit secara menyeluruh untuk menciptakan pengalaman positif pasien, yang pada akhirnya berdampak pada kepuasan dan loyalitas mereka. Oleh karena itu, manajemen Rumah Sakit Tk III Salak Bogor disarankan untuk fokus pada perbaikan dimensi pelayanan seperti kecepatan respons, profesionalisme tenaga medis, dan kenyamanan fasilitas demi membangun loyalitas pasien yang berkelanjutan.
The Influence of Medical Services and Work Motivation on Healthcare Workers' Performance Mediated By Job Satisfaction at RSU KMC Luragung Huda, Cecep Saeful; Widjaja, Daniel
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v11i3.63921

Abstract

This study aims to analyze the effect of medical service incentives and work motivation on healthcare workers’ performance, with job satisfaction as a mediating variable at KMC Luragung General Hospital. A quantitative approach was applied using a survey method involving all 98 healthcare workers through saturated sampling. Data were collected using Likert-scale questionnaires and analyzed using Structural Equation Modeling (SEM) with SmartPLS. The results indicate that medical service incentives have a positive and significant effect on job satisfaction but a negative direct effect on healthcare workers’ performance. Work motivation has a positive and significant influence on both job satisfaction and performance. Job satisfaction is the most dominant factor affecting performance and significantly mediates the relationships between medical service incentives, work motivation, and performance. These findings suggest that improving healthcare workers’ performance requires not only financial incentives but also comprehensive efforts to enhance job satisfaction and motivation. This study is expected to provide useful insights for hospital management in developing sustainable performance improvement strategies.
Co-Authors Amelinda, Rita Aprillita, Dwi Bambang Siswanto Diana Frederica Didin Hikmah Perkasa Elly Ingkiriwang faisal Reza Faot, Theofilus Hery Winoto TJ Huda, Cecep Saeful Hutasoit, Evalina Kartika, Ronald Winardi Liem, Jen Fuk Melitina Tecoalu Njotowidjojo, Mina Sulastri Riruma, Olfien Riwu, Irma Septiani Ryani Dhyan Parashakti Samuel, Sylvia Saparso Saparso Sinain, Kalvin Tarigan, Krisnawati Yovo, Vanessa Yusnengsih, Elsye