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All Journal Jurnal Manajemen Bisnis JBTI : Jurnal Bisnis : Teori dan Implementasi JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) EKONOMIS : Journal of Economics and Business Jurnal Manajerial Jurnal Aisyah : Jurnal Ilmu Kesehatan Universitas Muhammadiyah Yogyakarta Undergraduate Conference Proceeding Prosiding Seminar Nasional Program Pengabdian Masyarakat Asian Journal of Management Analytics Jurnal Manajemen Pendidikan Islam Journal of Ecotourism and Rural Planning
Handayani, Siti Dyah
Universitas Muhammadiyah Yogyakarta
Religion Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary

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PENGARUH KUALITAS LAYANAN TERHADAP MINAT KUNJUNGAN ULANG YANG DIMEDIASI OLEH KEPUASAN PASIEN DI KLINIK RUMAH ZAKAT YOGYAKARTA Helmawati, Triana; Handayani, Siti Dyah
Jurnal Medicoeticoilegal dan Manajemen Rumah Sakit Vol 3, No 1 (2014): January
Publisher : Magister Manajemen Rumah Sakit

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Abstract

Rumah Zakat Clinic of Yogyakarta is a form of zakat funds in the health service and empowerment programs conducted by Indonesian Rumah Zakat Foundation. The rate of the clinic re-visit  for the last 3 years data indicates the minimal amount of the re-visit patient, so that the study of service quality, patient satisfaction, and how much interest the patient to revisit is very important for future improvement. This research is a quantitative research which design with no treatment (observational) cross sectional analytic approach. The population study was all the outpatients that were in general patient status. The number of samples are 118 people. The analysis test use gradual regression test and mediation test with Sobel test. The dimensions of service quality that influence the patient satisfaction are the responsiveness and empathy, while the dimensions of tangible, reliability, and assurance have no effect to the patient satisfaction. Patient satisfaction directly affects the re-visit interest. Patient satisfaction becomes the partial mediator between the service quality dimensions namely tangible, reliability, responsiveness, assurance, empathy to the re-visit intention. There is an effect on service quality to the re-visit intention mediated by the patient satisfaction at clinic Rumah Zakat Yogyakarta.Keywords: Service Quality, Patient Satisfaction, Revisit Intention
PERSEPSI KEPUASAN PASIEN PADA KUALITAS PELAYANAN DI RUMAH SAKIT GIGI DAN MULUT UNIVERSITAS MUHAMMADIYAH YOGYAKARTA Embrik, Inna Sholihati; Handayani, Siti Dyah; Nusyirwan, Mohammad Syafril
Jurnal Medicoeticoilegal dan Manajemen Rumah Sakit Vol 2, No 1 (2013): January
Publisher : Magister Manajemen Rumah Sakit

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Dental Hospital, University of Muhammadiyah Yogyakarta is a teaching hospital whose role is a Muhammadiyah unit businesses engaged in the service sector. In dealing with the increasing level of competitions among hospitals, the hospital is always competing to attract that customers to keep loyal to choose the service given. The quality of health care is a factor that can increase patient satisfaction. The quality of service is the totality of the rorm of the characteritics of the goods or service that show the ability to satisfy customer need, both obvious and hidden. Objective of the research To investigate the perception of patient satisfaction on the quality of service in the Dental Hospital, University of Muhammadiyah Yogyakarta. The study is quantitative research. The sample used as many as 100 people. The research instrument used was questionnaire. The analysis of the data is by using descriptive statistical analysis, factor analysis, and differenting test (t-test and anova). The results showed that patient satisfaction perceptions of the quality of service in terms of five dimensions expressing great satisfaction by 77% and 23% expressed satisfaction. The dimensional factor of direct evidence (tangible) is the most important factor that can increase patient satisfaction. Conclusion, the perception of patient satisfaction on the quality of service in the Dental Hospital, University of Muhammadiyah Yogyakarta consisting of  tangibility, empathy, reliability, assurance, and responsiveness showed that the level of  satisfaction is in the high category (very satisfied). Keyword: Perception, Patient satisfaction, Quality of service
PENGARUH KUALITAS JASA PELAYANAN TERHADAP CITRA INSTALASI RADIOLOGI DI RUMAH SAKIT GIGI DAN MULUT PENDIDIKAN UNIVERSITAS MUHAMMADIYAH YOGYAKARTA Umam, Shohibul; Handayani, Siti Dyah
Jurnal Medicoeticoilegal dan Manajemen Rumah Sakit Vol 3, No 2 (2014): July
Publisher : Magister Manajemen Rumah Sakit

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Background : RSGM-P UMY already have tools such as the installation of radiological medical support enforcement destined diagnose oral disease. Problems that arise sometimes results are not as expected , and response less in service . The purpose of this study to analyze and explain the effect of partial and simultaneous quality radiology services to the installation image in RSGM-P UMY. Method : using quantitative methods , research subjects dentists and coass student in RSGM- P UMY . Installation of radiological research object . Types of studies using cross-sectional data was obtained from questionnaires and analyzed using multiple regression. Results: The regression equation based on existing variables positively influence the assurance (0.069), empathy (0.171), reliability (0.073), responsiveness (0,037), services (0.450), professionalism (0.326) and there was a negative , namely physical appearance (-0.016). Based on the t test of the quality of service simultaneously affect the installation image RSGMP UMY , based on the F test ( Anova : Sig . 0,000 ) is the quality of service simultaneously affect the image RSGMP UMY installation , and test results influence the determination coefficient percentage at 39.5 % . Conclusion: The services quality there are  assurance, empathy , reliability , responsiveness , physical appearance have partial can’t effect on image radiologi installation. Variable  service and professionalism have an influence on the image of radiological installations RSGMP UMY . The variable quality services have an simultan effect on the image of radiological installations RSGMP UMY.Keywords: Quality, Image Radiology Installation
Knowledge Management: Alternatif Strategi Meningkatkan Kinerja Perusahaan Handayani, Siti Dyah
208-7721
Publisher : Jurnal Bisnis Teori & Implementasi

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Abstract

The more widespread application of knowledge management embodies the recognition of the importance of intangible assets in the form knowledge. Knowledge which is managed and developed will achieve competence and expertise, which ultimately could improve the competitiveness and performance. Several empirical studies support the opinion of experts, who had certainly found out that knowledge management could improve corporate innovation. Although it does not become the only factor, empirically, knowledge management could improve corporate performances. The implementation of knowledge management is not only suitable for commercial companies and large companies; knowledge management can also be applied to non-profit organizations (NPOs) and for small and medium enterprises (SMEs).
PENGARUH PENANGANAN KELUHAN TERHADAP KEPUASAN ATAS PENANGANAN KELUHAN DI RUMAH SAKIT UMUM DAERAH (RSUD) WATES Kusumawati, Dewi; Handayani, Siti Dyah
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol 1, No 2 (2012): July
Publisher : Universitas Muhammadiyah Yogyakarta

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As a services producer, RSUD Wates need to maintain customer satisfaction. Satisfaction can be measured through the complaint presences and the handling complaints process. Managing consumer complaints is important to improve the hospital service while creating long term profitable relationships for RSUD Wates. This is a quantitative research with cross-sectional analytic approaches. Population was all RSUD Wates costumers. Study sample was 68 RSUD Wates costumers who had complaint experiences. Analysis testing using Linear Regression. Simultaneous test shows the three dimensions of justice are significantly influences the complaint handling satisfaction. While in the individual tests found only procedural justice and distributive justice have a positive and significant impact on handling complaints satisfaction in RSUD Wates, whereas interactional justice has not been proven significant effect on complaint handling satisfaction in RSUD Wates Keywords: Procedural Justice, Interactional Justice, Distributive Justice, Complaint Handling, Hospital.
Pengaruh Karakteristik Merek, Karakteristik Perusahaan dan Karakteristik Merek Pelanggan terhadap Loyalitas Pelanggan Outlet Planet Surf di Yogyakarta Argiansyah, Aris; Handayani, Siti Dyah
Jurnal Manajemen Bisnis Vol 6, No 1: March 2015
Publisher : Universitas Muhammadiyah Yogyakarta

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Abstract

This research aims to investigate the effect of brand characteristic, company characteristic and customer’s brand characteristic toward customer’s loyalty in Outlet Planet Surf Yogyakarta.This research is quantitative in nature by using survey method with questionnaire. The population of the research is the customer in Outlet Planet Surf Yogyakarta, by using the criteria of customer who made a purchase transaction at least once in the last three months. The samples are 100 respondents by using purposive sampling technique. The method of analysis being used is the quantitative analysis which include: validity test and reliability test, double linear regression, and the hypothesis is tested by using Individual Parameter Significance Test (statistical test t), simultaneous significance test (statistical test f) and determination coefficient analysis (R2). The result of the research shows that simultaneously the three free variables which are brand characteristic (X1), company characteristic (X2), and customer’s brand characteristic (X3) positively and significantly affect the customer’s loyalty (Y). Partial test also shows that all of the respective variables positively and significantly affect the customer’s loyalty.
Theory of Planned Behavior: Aplikasi pada Konsumen Rumah Sakit Handayani, Siti Dyah
Jurnal Manajemen Bisnis Vol 1, No 2: September 2011
Publisher : Universitas Muhammadiyah Yogyakarta

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The theory of planned behavior proposed by Ajzen states that the factors which influence a person in choosing or not choosing a product include attitude toward behavior, subjective norm, and perceived behavioral control. The main purpose of this research is to apply the theory of planned behavior on the hospitals consumers. It would, first, identify attitude toward behavior of the consumers of hospitals; second, identify the subjective norm and referent which are mostly influential; third, identify the influence of attitude toward behavior, subjective norm, and perceived behavioral control toward the behavioral intention simultaneously and partially; and fourth, identify the variables that are mostly influential on behavioral intention of hospital service.The subjects of the research were consumers of PKU Muhammadiyah Hospital of Yogyakarta. The sampling technique employed was purposive convenience sampling, which involved 100 respondents (respondense rate = 83.33%). The results showed that the attitude toward behavior of the hospital consumers is in the category of medium with the attitude score percentage of 54.8375%. The highest attitude toward behavior  score is on the doctors services and the lowest score is on the service rate. Subjective norm is in the category of medium, with the score percentage of 50.666%. The most influential referent is family. These three variables, that is attitude toward behavior, subjective norm and perceived behavioral control positively influence the behavioral intention, either simultaneously or partially. Subjective norm becomes the most influential variables for the behavioral intention on hospital services.
PENGARUH KUALITAS JASA PELAYANAN TERHADAP CITRA INSTALASI RADIOLOGI DI RUMAH SAKIT GIGI DAN MULUT PENDIDIKAN UNIVERSITAS MUHAMMADIYAH YOGYAKARTA Umam, Shohibul; Handayani, Siti Dyah; 'Aini, Qurratul
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol 3, No 2 (2014): July
Publisher : Universitas Muhammadiyah Yogyakarta in Clollaboration with ADMMIRASI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.v3i2.973

Abstract

Background : RSGM-P UMY already have tools such as the installation of radiological medical support enforcement destined diagnose oral disease. Problems that arise sometimes results are not as expected , and response less in service . The purpose of this study to analyze and explain the effect of partial and simultaneous quality radiology services to the installation image in RSGM-P UMY. Method : using quantitative methods , research subjects dentists and coass student in RSGM- P UMY . Installation of radiological research object . Types of studies using cross-sectional data was obtained from questionnaires and analyzed using multiple regression. Results: The regression equation based on existing variables positively influence the assurance (0.069), empathy (0.171), reliability (0.073), responsiveness (0,037), services (0.450), professionalism (0.326) and there was a negative , namely physical appearance (-0.016). Based on the t test of the quality of service simultaneously affect the installation image RSGMP UMY , based on the F test ( Anova : Sig . 0,000 ) is the quality of service simultaneously affect the image RSGMP UMY installation , and test results influence the determination coefficient percentage at 39.5 % . Conclusion: The services quality there are  assurance, empathy , reliability , responsiveness , physical appearance have partial can’t effect on image radiologi installation. Variable  service and professionalism have an influence on the image of radiological installations RSGMP UMY . The variable quality services have an simultan effect on the image of radiological installations RSGMP UMY.Keywords: Quality, Image Radiology Installation
Development of Performance Indicators Based on The Balanced Scorecard Method For Clinics in Surakarta Alfajri, Asri; Handayani, Siti Dyah; Dewi, Arlina
Jurnal Aisyah : Jurnal Ilmu Kesehatan Vol 6 (2021): Special Issue GINC
Publisher : Universitas Aisyah Pringsewu

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (725.001 KB) | DOI: 10.30604/jika.v6iS1.796

Abstract

Balanced scorecard (BSC) is one of the performance appraisal and strategic management tools and has become a popular performance measurement instrument. Apart from being a tool for performance appraisal, the BSC can also be used for strategic management. The use of BSC and KPI (Key Performance Indicators) for strategic management purposes makes it possible to gain competitive advantage. The aims of this research is to develop strategic performance indicators for clinics in the Surakarta area based on 4 balanced scorecard perspectives.This type of research is a qualitative case study with data collection method using FGD (Focus Group Discussion). The sample is 7 clinic employees and 2 clinic owner representatives. Data were analyzed using qualitative content analysis techniques. The FGD results obtained 19 strategic plans and 8 strategic performance indicators based on 4 balanced scorecard perspectives. These indicators consist of 1 financial indicator, 2 customer indicators, 3 internal business indicators and 2 growth and learning indicators. This study develops 8 performance indicators or KPIs based on 4 balanced scorecard perspectives that can be used to assess the organizational performance of health facilities, especially clinics and as strategic management of the organization. Balanced scorecard (BSC) merupakan salah satu alat penilaian kinerja dan manajemen strategis dan telah menjadi instrumen pengukuran kinerja yang popular. Selain sebagai alat untuk penilaian kinerja, BSC juga dapat digunakan untuk manajemen strategis. Penggunaan BSC dan KPI (Key Performance Indicators) untuk tujuan manajemen strategis memungkinkan untuk memperoleh keunggulan kompetitif. Tujuan dari penelitian ini adalah untuk mengembangkan indikator kinerja strategis Klinik di daerah Surakarta berdasarkan 4 perspektif balanced scorecard. Jenis penelitian ini adalah kualitatif studi kasus dengan metode pengambilan data menggunakan FGD (Focus Group Discussion). Sample merupakan 7 orang karyawan Klinik dan 2 orang perwakilan pemilik Klinik. Data dianalisis dengan teknik analisis konten kualitatif.Pada Hasil FGD didapatkan sebanyak 19 rencana strategis dan 8 indikator kinerja strategis berdasarkan 4 perspektif balanced scorecard. Indikator-indikator tersebut terdiri dari 1 indikator keuangan, 2 indikator pelanggan, 3 indikator bisnis internal dan 2 indikator pertumbuhan dan pembelajaran. Penelitian ini mengembangkan 8 indikator kinerja atau KPI berdasarkan 4 perspektif balanced scorecard yang dapat digunakan untuk menilai kinerja organisasi fasilitas kesehatan terutama klinik dan sebagai manajemen strategis organisasi.
The Influence of Green Marketing and Environmental Knowledge on Buying Decision Through Buying Interest of LocknLock Customers Widyasari, Maya; Handayani, Siti Dyah
Proceedings of Universitas Muhammadiyah Yogyakarta Graduate Conference Vol. 1 No. 1 (2021): Engaging Youth in Community Development to Strengthen Nation's Welfare
Publisher : Universitas Muhammadiyah Yogyakarta

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Abstract

This research aims to analyze the effect of green marketing and environmental knowledge directly and indirectly on buying decisions through buying interest as a mediating variable. This research method used is quantitative approach and conducted on customers of LocknLock kitchen and household products with a total sample of 120 respondents obtained through a questionnaire method. The sampling technique used was purposive sampling method based on the criteria of customers who live in the Province of D.I. Yogyakarta and have purchased a product at least once. The analytical method used is the Structural Equation Modelling (SEM) method processed through the AMOS 22.0 application. The results show following facts: green marketing and environmental knowledge have significant and positive effect on buying intention; green marketing has no effect on buying decisions; environmental knowledge has a significant and positive effect on buying decisions; buying intention has a significant and positive effect on buying decisions; buying intention is proven to be a mediating variable on green marketing relationship with buying decisions; buying interest is not proven to be a mediating variable on the relationship between environmental knowledge and buying decisions. The study explained that the better and more active companies in doing green marketing and more educated customers about the importance of preserving the environment through the use of green products will increase the interest of buying customers that eventually lead to decision purchases.
Co-Authors 'Aini, Qurratul Alfajri, Asri Argiansyah, Aris Arlina Dewi Az Zahra, Fatimah Baskara, Abdullah Dewi Kusumawati, Dewi Hendrwan, Nadiva Syabilla Sari Hery Widijanto Holijah, Siti Inna Sholihati Embrik, Inna Sholihati Lagosa, I Wayan Tio Maya Lestari, Maya Mohammad Syafril Nusyirwan, Mohammad Syafril Mohandes, Raynard Haryono Mudzakir, Azis Nihayah, Ade Isma Maula Nuryakin, Nuryakin Qamari, Ika Nurul Ramadhan, Najmi Hibatullah Retno Widowati Sarofah, Nafidlotul Shohibul Umam, Shohibul Sidik, Rifky Muhammad Susetyo, Prabowo Tejo Susilo, Ni’matul Salsabila Triana Helmawati, Triana Vega, Amelia Widyasari, Maya Yunahar, Rifqi Aulawi