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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 International Journal of Cyber and IT Service Management (IJCITSM) Media Bina Ilmiah Proceeding National Conference Business, Management, and Accounting (NCBMA) Proceeding of International Conference on Entrepreneurship (IConEnt) 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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Abstract

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.
Innovation Practices and External Support for MSME Performance and Survival in Indonesia Pauline Henriette Pattyranie Tan; Martinus Tukiran; Dewi Wuisan
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 2 (2025): October
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i2.184

Abstract

Amidst the rapid development of the digital economy, innovation practices are critical for enhancing performance and ensuring the sustainability of Micro, Small, and Medium Enterprises (MSMEs) in Indonesia. As the backbone of the national economy, contributing significantly to GDP and employment, MSMEs are vital for macroeconomic resilience and inclusive growth. However, they consistently encounter systemic challenges in maintaining business performance and long-term survival, particularly within highly competitive and volatile markets, exacerbated by the aftermath of the COVID-19 pandemic. This study aimed to analyze the impact of innovation practices on MSME business performance and survival in Indonesia, with external support serving as a moderating factor. Using a purposive sampling technique, data was collected from 281 MSME actors in Jabodetabek who had embraced innovation. SEM-PLS analysis revealed that innovation practices positively and significantly affect both business performance and survival. Interestingly, external support did not moderate the influence of innovation practices on business performance but did moderate its effect on business continuity.
THE ANTECEDENT OF SATISFACTION AND ITS IMPACT ON LOYALTY IN IN-PATIENT CARE (STUDY AT XYZ HOSPITAL CIREBON) Mochamad Deya Najmuddin; Pauline Henriette Pattyranie Tan
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.
Hospital image and service quality on patient satisfaction and patient loyalty of Mojowarno Christian hospital Felix Setiawan Budi; Pauline Henriette Pattyranie Tan
JPPI (Jurnal Penelitian Pendidikan Indonesia) Vol. 11 No. 4 (2025): JPPI (Jurnal Penelitian Pendidikan Indonesia)
Publisher : Indonesian Institute for Counseling, Education and Theraphy (IICET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29210/020254680

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. Indonesia Mojowarno Christian Hospital located in the peripheral area of ​​Jombang city, covering a wide health area. Looking at the data on hospital visits, there is still a high potential for an increase in the number of visits. Due to the unknown and uncertain population size, it is limited to patients at the Mojowarno Jombang Christian Hospital. The sampling technique is purposive sampling. The minimum number of samples used is 160 samples. The analysis used was PLS-SEM analysis. This research model can adequately predict patient satisfaction variables as mediation, so this research model can be recommended to be replicated and tested in different populations. From the results of the structural model analysis, Hospital Image is not proven to have an influence neither Patient Satisfaction nor Patient Loyalty, Service Quality affect both Patient Satisfaction and Patient Loyalty, and Patient Satisfaction has influence on Patient Loyalty.
THE IMPACT OF COUNTRY-OF-ORIGIN, BRAND IMAGE, ATTITUDE TOWARD THE BRAND IMAGE ON CONSUMERS’ PURCHASE INTENTION IN INDONESIAN MARKET: A CASE STUDY OF HUAWEI SMARTPHONE IN JABODETABEK Kewell Chung Kwok Zhong; Pauline H. Pattyranie Tan
Proceeding National Conference Business, Management, and Accounting (NCBMA) 9th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

This study aims to examine the influence of Country of Origin (COO), Brand Image, and Attitude toward the Brand on Purchase Intention toward Huawei smartphones in Indonesia. The rapid development of the smartphone industry in Indonesia has intensified competition among global brands, making consumer perception a crucial determinant of purchasing behaviour. This research adopts a quantitative approach using purposive sampling with a total of 200 respondents who are familiar with Huawei smartphones. Data were collected through structured questionnaires using a 5-point Likert scale and analyzed using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) method. The findings indicate that Country of Origin has a significant positive effect on Brand Image, Attitude toward the Brand, and Purchase Intention. However, Brand Image does not significantly influence Purchase Intention directly. Meanwhile, Attitude toward the Brand has a strong and significant effect on Purchase Intention. These results highlight that consumer attitudes play a crucial mediating role in shaping purchase intention. The study contributes to the literature on consumer behavior and provides managerial insights for global brands in managing country-of-origin perception.
The Influence of Country of Origin on Purchase Intention in The Indonesian Market Mediated by Brand Image and Attitude: A Case Study of Vivo Frederick Wilson; Pauline H.Pattyranie Tan
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

The objectives of this study are to examine the relationship between Country of Origin and Purchase Intention, to examine the relationship between Country of Origin and Brand Image, to examine the relationship between Country of Origin and Attitude towards the Brand, to examine the relationship between Brand Image and Purchase Intention, to examine the relationship between Brand Image and Attitude towards the Brand and to examine the relationship between Attitude towards the Brand and Purchase Intention. This research is quantitative. The population in this study is all consumers of the Vivo brand. The sampling procedure used in this study is non-probability with a purposive sampling technique; the researcher will take a sample of 164 consumers who have used the Vivo brand for at least 1 year. The primary data used in this study are the results of distributing questionnaires to Vivo brand consumers. The data analysis used in this study is the structural equation model (SEM), partial least squares (PLS) using Smart PLS 4.0.
Co-Authors Agung Rizky Andrew Chandra Antonio, Ferdi Chiquita Purnomo Dewi Wuisan Dwi Nur Ramadhan Felix Setiawan Budi Felix, Nicholas Frederick Wilson Indah Lestari Tuhatelu Iren Ongko Irianti, Antania Hanjani Jacob, Michael Rusiviro Jennifer Chandra Jhonatan Leonard Kusuma KENI KENI Kewell Chung Kwok Zhong Lidya Suryany Holiwono Martinus Tukiran Maudy Mikha Maria Tambayong Mochamad Deya Najmuddin Moses Lorensius Parlinggoman Hutabarat Mujahidah, As Syifa 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