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All Journal FORUM Jurnal Administrasi Bisnis JURNAL SAINS PEMASARAN INDONESIA JURNAL ILMU SOSIAL Jurnal Ilmu Administrasi Bisnis Jurnal Bisnis dan Manajemen Jurnal Keuangan dan Perbankan JDM (Jurnal Dinamika Manajemen) Wacana, Jurnal Sosial dan Humaniora Journal of Indonesian Economy and Business Jurnal Manajemen Kesehatan Indonesia Graduasi: Jurnal Bisnis & Ekonomi HIGEIA (Journal of Public Health Research and Development) Fokus Ekonomi Journal of Public Health for Tropical and Coastal Region Medical Technology and Public Health Journal Jurnal Pendidikan dan Keluarga Ideas: Jurnal Pendidikan, Sosial dan Budaya International Journal of Educational Review, Law And Social Sciences (IJERLAS) Journal of Tourism Economics and Policy Journal of Applied Business, Taxation and Economics Reseach International Journal of Science and Society (IJSOC) Prosiding Seminar Nasional Program Pengabdian Masyarakat Jurnal Pengabdian Vokasi ASEAN Marketing Journal
Naili Farida
Department Of Management Sciences Of The Doctoral Program Of Faculty Of Economics And Business Of University Of Diponegoro Semarang Central Java Indonesia
Religion Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Patient Experience in the Digital Era: A Scoping Review of eWOM and Service Quality in Hospital Outpatient Care Fandhira, Novalia Larissa; Farida, Naili; Arso, Septo Pawelas
International Journal of Science and Society Vol 7 No 4 (2025): International Journal of Science and Society (IJSOC)
Publisher : GoAcademica Research & Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/ijsoc.v7i4.1585

Abstract

Healthcare experiences have been transformed in the digital age by patients' communication. Electronic word of mouth (eWOM) is no longer simply a technical phenomenon. It plays an essential role in influencing the way that service quality and satisfaction are perceived in hospital outpatient care. Online feedback from patients can describe their positive and negative experiences, making eWOM a key means of gauging what matters most to them. In this scoping review, we investigate the ways in which eWOM reflects and influences service quality and patient experience in outpatient care. The goal was so hospitals could actually develop and implement solutions that are responsive to patient needs and sincere. The infusion of such digital insight can drive patient satisfaction and increase the hospital's reputation in the community. Following the PRISMA-ScR framework, a literature search was performed in the Scopus database (2013–2025) employing PCC-based keywords: electronic word of mouth, online review, hospital, and outpatient. Of 527 records, 14 studies fulfilled the inclusion criteria. A narrative synthesis of the data, including variables of eWOM, quality dimensions of service provision, and patient outcomes. Findings suggest eWOM has a notable impact on decision and hospital reputation. Negative reviews (particularly about waits, communication and staff attitude) weighed a bit heavier than positive ones. Responsiveness, assurance, empathy, and reliability stood out as the most relevant dimensions of service quality aligned to SERVQUAL. Digital feedback rose during the COVID-19 pandemic, with an increased emphasis on hygiene and safety. eWOM acts as an immediate feedback method of supplementing traditional quality assessments. Hospitals are encouraged to implement eWOM analysis techniques as part of their quality improvement systems in order to provide digitalized and patient-oriented care.
LONG DISTANCE TRAINING SEMARANG RELIGIOUS TRAINING CENTER Nikmatul Afiyah; Naili Farida; Hardi Warsono; Tri Yuniningsih
International Journal of Educational Review, Law And Social Sciences (IJERLAS) Vol. 5 No. 3 (2025)
Publisher : CV. RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijerlas.v5i3.2583

Abstract

Distance training has become a solution for the Semarang Religious Training Center in overcoming budget constraints and improving the competence of state civil servants. This study aims to analyze the implementation of distance learning based on George C. Edward's policy implementation model, which includes four factors: communication, resources, disposition, and bureaucratic structure. The research method used is descriptive qualitative, with data analysis techniques based on interviews, observations, and document studies. The results of the study indicate that the implementation of distance learning at the Semarang Religious Training Center faces various challenges, such as limited human resource competence, lack of supporting facilities (such as soundproof rooms and internet access), and weak commitment of implementers in running the program. In addition, communication between organizers, participants, and teachers is not optimal, even though it has been supported by social media and online learning platforms. In terms of bureaucratic structure, the existing standard operating procedures still need to be improved to support the sustainability of the program more effectively. The conclusion of this study emphasizes the importance of enhancing human resource competence, providing adequate infrastructure, and better coordination between stakeholders to ensure the success of the implementation of distance learning.
Pengaruh Destination Image Dan Service Quality Terhadap Revisit Intention Melalui Ewom (Studi Pada Umbul Sidomukti Kabupaten Semarang) Natasha Sonia Putri Aurellia; Naili Farida; Sari Listyorini
Jurnal Ilmu Administrasi Bisnis Vol 14, No 1 (2025)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2025.45623

Abstract

After the COVID-19 pandemi, several industries began to revive after experiencing a significant decline, one of which was the tourism industry. Tourism is now one of the sectors that plays a big role in building the country's economy. This study aims to determine the correlation between destination image, service quality, EWOM, and revisit intention in Umbul Sidomukti as variables that are closely related to tourism research. A total of 100 respondents were sampled in this study with the criteria of being at least 17 years of age and having made a visit to Umbul Sidomukti in the last three months. Data collection was carried out through questionnaires and processing data with the SPSS Version 26 program. The outcome of this study is that there is a significant positive effect on each independent variable, namely destination image and service quality on the dependent variable, namely revisit intention, both causally and through the mediating variable, named EWOM. Based on the results of the analysis, suggestions can be given to Umbul Sidomukti, such as the lack of development of facilities or rides with new innovations and fast service to tourists.Keyword: Destination Image; Service Quality; Ewom; Revisit IntentionPasca pandemi COVID-19 beberapa industri mulai bangkit kembali setelah mengalami penurunan yang signifikan, salah satunya yaitu industri pariwisata. Pariwisata kini menjadi salah satu sektor yang memiliki peran besar dalam membangun perekonomian negara. Penelitian ini bertujuan untuk mengetahui korelasi antara destination image, service quality, EWOM, dan revisit intention di Umbul Sidomukti sebagai - yang erat dengan penelitian pariwisata. Sebanyak 100 responden menjadi sampel dalam penelitian ini dengan kriteria usia minimal 17 tahun dan melakukan kunjungan ke Umbul Sidomukti dalam tiga bulan terakhir. Pengumpulan data dilakukan melalui penyebaran kuesioner dan pengolahan data dengan program SPSS Versi 26. Hasil dari penelitian ini yaitu terdapat pengaruh signifikan positif pada setiap  independen yaitu destination image dan service quality terhadap  dependen yaitu revisit intention, baik secara kausal maupun melalui  mediasi yaitu EWOM. Berdasar pada hasil analisis dapat diberikan saran untuk Umbul Sidomukti yaitu perlu adanya pengembangan fasilitas atau wahana dengan inovasi baru dan pelayanan yang cepat terhadap wisatawan.Kata Kunci: Destination Image; Service Quality; Ewom; Revisit Intention
PENGARUH GREEN MARKETING DAN CONSUMER KNOWLEDGE TERHADAP REPURCHASE INTENTION MELALUI TRUST PADA PRODUK TUPPERWARE Naila Shabrina Assegaf; Naili Farida; Bulan Prabawani
Jurnal Ilmu Administrasi Bisnis Vol 14, No 1 (2025)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2025.45295

Abstract

In recent years, the percentage rate of Tupperware products has decreased significantly. This research aims to find out the effect of green marketing and consumer knowledge on repurchase intention through trust in Tupperware products. This study included a type of explanatory research using a quantitative approach. And sampling using nonprobability sampling techniques with purposive sampling research. Data collection uses questionnaires with a total of 100 respondents who are using or have purchased Tupperware in Semarang City 1 or 2 times. This study used data analysis techniques with SmartPLS 4. This study shows that there is a positive and significant effect on each variable: green marketing affects trust, consumer knowledge affects trust, trust affects repurchase intention, green marketing affects repurchase intention, and green marketing affects repurchase intention. Consumer knowledge influences repurchasing intention, green marketing influences repurchasing intention through trust, consumer knowledge influences repurchasing intention through trust. The advice given to Tupperware is to increase green marketing campaigns, increase consumer knowledge so that consumers feel comfortable and trust to shop, and must always innovate for the sustainability of Tupperware.Keywords: Green Marketing; Consumer Knowledge; Trust; Repurchase IntentionBeberapa tahun terakhir, tingkat persentase penjualan produk Tupperware mengalami penurunan yang signifikan. Penelitian ini bertujuan untuk mengetahui pengaruh green marketing dan consumer knowledge terhadap repurchase intention melalui trust pada produk Tupperware. Penelitian ini termasuk tipe penelitian eksplanatori dengan menggunakan pendekatan kuantitatif. Serta pengambilan sampel menggunakan teknik nonprobability sampling dengan penelitian purposive sampling. Pengumpulan data menggunakan kuesioner dengan jumlah 100 responden yang sedang menggunakan atau  pernah membeli Tupperware di Kota Semarang 1 atau 2 kali. Penelitian ini menggunakan teknik analisis data dengan SmartPLS 4. Penelitian ini menunjukkan bahwa terdapat pengaruh positif dan signifikan pada setiap variabel yaitu green marketing berpengaruh terhadap trust, consumer knowledge berpengaruh terhadap trust, trust berpengaruh terhadap repurchase intention, green marketing berpengaruh terhadap repurchase intention, consumer knowledge berpengaruh terhadap repurchase intention, green marketing berpengaruh terhadap repurchase intention melalui trust, consumer konowledge berpengaruh terhadap repurchase intention melalui trust. Saran yang diberikan kepada Tupperware antara lain adalah meningkatkan kampanye pemasaran hijau, meningkatkan pengetahuan konsumen agar konsumen merasa nyaman dan percaya untuk berbelanja, serta harus senantiasa melakukan inovasi untuk keberlanjutan Tupperware.Kata Kunci: Green Marketing; Consumer Knowledge; Trust; Repurchase Intention
PENGARUH PENERAPAN OMNICHANNEL MARKETING DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi pada Pengguna Telkomsel Prabayar di DKI Jakarta) Asha Salsabila Asri; Bulan Prabawani; Naili Farida
Jurnal Ilmu Administrasi Bisnis Vol 14, No 3 (2025)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2025.47234

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh penerapan Omnichannel marketing dan Customer experience terhadap Customer loyalty dengan Customer satisfaction sebagai variabel intervening pada pengguna Telkomsel Prabayar di DKI Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dengan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM) untuk menguji hubungan antar variabel. Data dikumpulkan melalui kuesioner online yang disebarkan kepada 100 responden pengguna Telkomsel Prabayar di DKI Jakarta. Tipe penelitian ini adalah explanatory research dengan teknik non-probability sampling jenis purposive sampling. Hasil penelitian menunjukan bahwa Omnichannel marketing dan Customer experience memiliki pengaruh positif dan signifikan terhadap Customer satisfaction, sementara Omnichannel marketing dan Customer experience tidak memiliki pengaruh signifikan terhadap Customer loyalty. Customer satisfaction memiliki pengaruh positif dan signifikan terhadap Customer loyalty, serta memediasi pengaruh Omnichannel marketing dan Customer experience terhadap Customer loyalty. Telkomsel disarankan untuk meningkatkan kualitas integrase antarsaluran dan memperhatikan umpan balik dari pelanggan untuk memperkuat loyalitas pelanggan. Penelitian ini memberikan kontribusi dalam memperluas pemahaman tentang penerapan omnichannel marketing dan customer experience dalam industri telekomunikasi di Indonesia.Kata Kunci: Omnichannel marketing, Customer experience, Customer satisfaction, Customer loyalty
PENGARUH DESTINATION ATTRIBUTE MELALUI MEMORABLE TOURISM EXPERIENCE TERHADAP REVISIT INTENTION (STUDI PADA PENGUNJUNG TAMAN MINI INDONESIA INDAH) Reyhan Adimas Agung; Naili Farida; Sari Listyorini
Jurnal Ilmu Administrasi Bisnis Vol 14, No 1 (2025)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2025.45331

Abstract

This study aims to determine the relationship between the three variables, namely destination attributes, memorable tourism experience, and revisit intention at TMII. The sample in this study were 100 TMII tourists who visited within the last 6 months. Data were collected through the results of questionnaires given to the sample. The data were analyzed using statistical tools in the form of Smart PLS 4 software and several stages of analysis were carried out, including validity tests, reliability tests, variable influence tests, and significance tests. The results showed that destination attributes have an insignificant effect on revisit intention, destination attributes have a significant effect on memorable tourism experience, memorable tourism experience has a significant effect on revisit intention, and memorable tourism experience has a significant effect in mediating the relationship between destination attributes and revisit intention. The suggestion given to TMII is that the manager can increase tourists' interest in visiting again by optimizing the quality of destination attributes owned and ensuring that this optimization provides a pleasant and memorable visiting experience for tourists. It is hoped that further research can explore the relationship between the three variables with other subjects or with a wider sample.Keyword: Destination Attribute; Memorable Tourism Experience; Revisit Intention Penelitian ini memiliki tujuan untuk mengetahui kaitan antara ketiga variabel, yaitu destination attributes, memorable tourism experience, dan revisit intention pada TMII. Sampel pada penelitian ini adalah 100 orang wisatawan TMII yang berkunjung dalam kurun waktu 6 bulan terakhir. Data dikumpulkan melalui hasil kuesioner yang diberikan pada sampel. Data dianalisis menggunakan alat bantu statistik berupa perangkat lunak Smart PLS 4 dan dilakukan beberapa tahap analisis, diantaranya uji validitas, uji reliabilitas, uji pengaruh variabel, dan uji signifikansi. Hasil penelitian menunjukan bahwa destination attributes berpengaruh tidak signifikan terhadap revisit intention, destination attributes berpengaruh signifikan terhadap memorable tourism experience, memorable tourism experience berpengaruh signifikan terhadap revisit intention, dan memorable tourism experience berpengaruh signifikan dalam memediasi hubungan antara destination attribute dan revisit intention. Saran yang diberikan adalah pengelola dapat meningkatkan minat berkunjung kembali para wisatawan dengan melakukan optimasi terhadap kualitas destination attributes yang dimiliki dan memastikan bahwa optimasi tersebut memberikan pengalaman berkunjung yang menyenangkan dan mengesankan bagi. Diharapkan penelitian selanjutnya dapat menggali hubungan lebih lanjut ketiga variabel dengan subjek lain ataupun dengan sampel yang lebih luas.Kata Kunci: Destination Attribute; Memorable Tourism Experience; Revisit Intention
Co-Authors Aditya Nugraha Agung Budiatmo Agung Budiatmo Agus Naryoso Agustina Cahya Kusmita ahmad yani Ahyar Yuniawan Ali Djamhuri Alifa Nasyahta Rosiana Amelinda, Talitha Apoina Kartini Ari Pradhanawati Asa Ridho Nursinggih Asha Salsabila Asri Bill Ovid Panjaitan Bintang Yuniar, Bintang Bulan Prabawani Damas Ade Priambodo Dyah Primasari Edi Sudrajat Errisa Dila Ayunda Faizal Luthfi Fandhira, Novalia Larissa Fatin, Sania Khairunissa Fipit Alam Pratama Widian Sari Fitriandini Dwi Parastiwi Fitriandini Dwi Parastiwi Giska Ova Gradistya, Giska Ova Hardi Warsono Hari Susanta Nugraha Heppy Widya Antika Ida Bagus Nyoman Udayana Intan Nur Maharani Ishmah Parameswari Hafi, Ishmah Parameswari Jay Satriadi Danendra Khurita Desi Harsanti Lesmanawati, Diana Lintang Tyas Kristanti Mardikawati Woro Marten Hanura, Marten Maulana Ichsan Maulana Ichsan Mia Yuristika, Mia Muhammad Ivan Aliyan Muhammad Taufan R Prakoso Naila Shabrina Assegaf Natasha Sonia Putri Aurellia Ngatno Ngatno Ngatno Ngatno Nikmatul Afiyah Nisrina Kamilah Noor Septi Lestari Noviasari Dewi Eka Nuha, Zahrotun Ulin Paramitha Agdina Pusparini Prasetya, Dony Eka Putri, Maria Novencia Dwi Armita Rahmanda, Fakhri Reni Shinta Dewi Retno Kusniati Reyhan Adimas Agung Ridho Rahman Rintasari, Dias Robetmi Jumpakita Pinem Rossi, Figo Fadlillah Sabrina Rahma Cipta SAFITRI, Retno Vivi Salsabila Az Zahra Santoso, Verensia Audre Sari Listiyorini Sari Listyorini Sari Listyorini Sari Listyorini Saryadi Saryadi Septianing, Aldilla Dwi Septo Pawelas Arso Sudiro Sudiro Tri Yuniningsih Triyani Rahmadewi, Triyani Vanny Fajryanti Verissa Rana Khansa Wahid Abdulrahman, Wahid Wibowo, Sugeng Widayanto Widayanto Widayanto Widayanto Widayanto Widiartanto Widiartanto