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All Journal Journal The Winners Gadjah Mada International Journal of Business Syntax Literate: Jurnal Ilmiah Indonesia JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Ultima Management : Jurnal Ilmu Manajemen EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Mantik Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Enrichment : Journal of Management Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Quantitative Economics and Management Studies International Journal of Science and Society (IJSOC) Indonesian Marketing Journal Media Bina Ilmiah Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal Penelitian Pendidikan Indonesia Blockchain Frontier Technology (BFRONT)
Tan, Pauline H. Pattyranie
Universitas Pelita Harapan
Religion Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Social Sciences Other

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THE INFLUENCE OF ORGANIZATIONAL, INTERACTION AND COMMUNICATION, COSTS AND WAITING TIMES ON PATIENT SATISFACTION AT XYZ HOSPITAL IN NORTH MINAHASA Pricillia Caroline Mantiri; Pauline Henriette Pattyranie Tan
Media Bina Ilmiah Vol. 19 No. 7: Februari 2025
Publisher : LPSDI Bina Patria

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Abstract

In a strategy to increase the number of patients and also improve the quality of services, health service providers compete with each other to improve and improve their performance in selling health services. XYZ Hospital in North Minahasa is a private hospital that has been operating since 2020. The number of patient visits at XYZ Hospital in North Minahasa continues to increase considering that this hospital is the only type B private hospital in the North Minahasa area. However, patient satisfaction at XYZ Hospital in North Minahasa is not in line with the increase in patients. This study aims to determine the factors that influence patient satisfaction at XYZ Hospital in North Minahasa. This research uses quantitative research methods using questionnaires to 170 outpatient insurance patients. The results of this research are that patient demographic variables, organizational factors, interaction between patients, attention and emotional support, communication and information and waiting time have a positive and significant influence on patient satisfaction. Meanwhile, health costs have a negative and insignificant influence on patient satisfaction. So, hospitals should implement strategies to increase patient satisfaction by creating a culture of safety to increase patient satisfaction at XYZ Hospital in North Minahasa
PENGARUH MUTU PELAYANAN DAN KEPUASAN PASIEN TERHADAP LOYALITAS PASIEN YANG DIMEDIASI OLEH KEPERCAYAAN PASIEN DI RUMAH SAKIT XYZ MINAHASA UTARA Indah Lestari Tuhatelu; Pauline Henriette Pattyranie Tan
Media Bina Ilmiah Vol. 19 No. 7: Februari 2025
Publisher : LPSDI Bina Patria

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Loyalitas pasien merupakan hasil langsung dari tingkat kepuasan pasien. Pasien yang loyal adalah mereka yang secara konsisten memilih dan menggunakan layanan kesehatan dari satu tempat atau penyedia layanan kesehatan tertentu. Loyalitas pasien menjadi tujuan strategis bagi fasilitas kesehatan karena memiliki dampak positif pada keberlanjutan operasional, reputasi, dan stabilitas keuangan. Loyalitas pasien seringkali terkait erat dengan kepuasan pasien terhadap pengalaman yang mereka dapatkan selama perawatan medis. Penelitian ini bertujuan untuk mengetahui pengaruh mutu pelayanan dan kepuasan pasien terhadap loyalitas pasien yang dimediasi oleh kepercayaan pasien. Penelitian ini menggunakan metode kuantitatif, survei diberikan kepada 308 responden dengan analisis statistik menggunakan PLS-SEM. Ada pengaruh positif antara mutu pelayanan, kepuasan pasien, kepercayaan pasien terhadap loyalitas pasien dengan p value 0.00 (<0.05). Dalam meningkatkan loyalitas pasien, maka perlu meningkatkan mutu pelayanan dan kepuasan pasien sehingga kepercayaan pasien dan loyalitas pasien akan tercipta.
THE ANTECEDENT OF SATISFACTION AND ITS IMPACT ON LOYALTY IN IN-PATIENT CARE (STUDY AT XYZ HOSPITAL CIREBON) Najmuddin, Mochamad Deya; Tan, Pauline Henriette Pattyranie
EKUITAS (Jurnal Ekonomi dan Keuangan) Vol 8 No 1 (2024): March
Publisher : Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya(STIESIA) Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24034/j25485024.y2024.v8.i1.5954

Abstract

Patient loyalty is an essential factor contributing to increased in-patient hospital visits. This study aims to understand the importance of patient loyalty in the context of increasing patient visits. This study examines the impact of service quality variables, hospital brand image, patient-perceived value, and patient satisfaction on patient loyalty. This study was conducted in Cirebon City, Indonesia, with 160 eligible samples from state-owned XYZ hospitals. The sample criteria were patients with hospitalization status. Then, this study developed eight hypotheses to examine the statistical connection between direct, intervening, and multiple-effect models. Problem-solving and research emphasis are conducted utilising a numerical technique with a PLS-SEM-based testing tool. The bootstrapping technique is employed alongside the consistent bootstrapping procedure to showcase the findings of hypothesis testing; we discover that the overall hypothesis has a favourable and noteworthy impact.  In testing the importance-performance map analysis (IPMA), it was concluded that the patient's perceived value needs to be improved. In contrast, service quality must be maintained to achieve high patient loyalty.
Co-Authors Agung Rizky Andrew Chandra Antonio, Ferdi Chiquita Purnomo Dwi Nur Ramadhan Felix, Nicholas Indah Lestari Tuhatelu Iren Ongko Irianti, Antania Hanjani Jacob, Michael Rusiviro Jennifer Chandra Jhonatan Leonard Kusuma KENI KENI Lidya Suryany Holiwono Maudy Mikha Maria Tambayong Moses Lorensius Parlinggoman Hutabarat Mujahidah, As Syifa Najmuddin, Mochamad Deya Nasir, Floretta Viasasky Denny Nicholas Wilson Ongko, Iren Patricia Patricia, Patricia Pramintasari, Erina Pricillia Caroline Mantiri Qurotul Aini Rindasiwi, Della Tamara Rindi, Sakina Bhayang Sari, Citra Eka Sekar, Huga Setiawan, Shirleena Thomas Green Tiona, Tharis Yosef Budiman