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All Journal Jurnal Bisnis dan Ekonomi Zenit Proceeding SENDI_U JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Informatika Ekonomi Bisnis JIIP (Jurnal Ilmiah Ilmu Pendidikan) Enrichment : Journal of Management EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Jurnal Bakti Masyarakat Indonesia JOURNAL OF BUSINESS AND ECONOMICS RESEARCH (JBE) Patria : Jurnal Pengabdian Kepada Masyarakat Community Empowerment Jurnal Ilmu Multidisplin Jurnal Pendidikan Indonesia (Japendi) Jurnal Pengabdian Masyarakat Bangsa Jurnal Informatika Ekonomi Bisnis Jurnal Penelitian Pendidikan Indonesia Jurnal Siber Multi Disiplin Siber Journal of Advanced Multidisciplinary Dinasti Health and Pharmacy Science Jurnal Manajemen Maranatha
Kartika Imasari Tjiptodjojo
Universitas Kristen Maranatha, Bandung
Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

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Building Patient Trust through Social Media Marketing and Customer Experience: Evidence from Hospital X Bella Nabiya Wijaya; Kartika Imasari Tjiptodjojo
Siber Journal of Advanced Multidisciplinary Vol. 4 No. 2 (2026): Siber Journal of Advanced Multidisciplinary (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjam.v4i2.1060

Abstract

Patient trust remains a critical issue in healthcare services because it influences patients’ decisions to seek treatment and continue using healthcare providers. This study investigates how social media marketing and customer experience shape patient trust at Hospital X, a dental and oral hospital located in Bandung. Quantitative research design was adopted, and data was gathered from 100 patients through a structured questionnaire. The study selected respondents using purposive sampling based on predefined criteria related to service utilization and social media exposure. The researchers analyzed the data using multiple linear regression. The findings reveal that both social media marketing and customer experience positively affect patient trust. The simultaneous test confirmed that the two variables jointly influence patient trust. These results highlight the value of combining effective digital communication with positive service experiences to strengthen trust in healthcare institutions.
The Influence of Transformational Leadership and Employee Well-Being on Innovative Performance through Employee Engagement as A Mediating Variable in Hospital X Nadila Handiani Noviana Putri; Kartika Imasari Tjiptodjojo
Siber Journal of Advanced Multidisciplinary Vol. 4 No. 2 (2026): Siber Journal of Advanced Multidisciplinary (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjam.v4i2.1071

Abstract

Healthcare organizations are expected to continuously develop innovations that improve service quality and respond to changing patient needs. This challenge remains evident at Hospital X in Bandung, where employees' innovative performance has not yet reached the expected level. Transformational leadership, employee well-being, and employee engagement are considered factors that may encourage innovative work performance. The study examines the effects of transformational leadership and employee well-being on innovative performance, with employee engagement serving as a mediating variable. A quantitative explanatory approach was employed involving 120 permanent employees selected through proportionate stratified random sampling. Data was analyzed with SEM-PLS. The proposed model is expected to demonstrate that transformational leadership and employee well-being positively influence employee engagement and innovative performance. Employee engagement is also expected to mediate the relationship between independent variables and innovative performance. The findings are expected to provide practical recommendations for hospital management in strengthening leadership practices, improving employee well-being, and fostering a work environment that supports service innovation.
Co-Authors A. Rinny Maharsi Adinata, Julianto Agatha Evania Alanarima Agus Aribowo Aliwinoto, Christine Allen Kristiawan Allen Nur Saputri Almunaf, Dhiaz Indrazaprila Anny Nurbasari Aprianti, Wina Ariesya Aprillia Arlia Amara Gita Asni Harianti Bella Nabiya Wijaya Bram Hadianto Cen Lu Cen Lu Chandra Kuswoyo Debbianita Debbianita Felicia Abednego Grestina Naomi Widia Soya Grestina Naomi Widia Soya Hadi Nasbey Harianja, Immanuela Nobella Sertina Henky L. Suwarno Henky Lisan Suwarno Henky Lisan Suwarno Hidayatullah , Hasan Ida Ida Ika Gunawan Indira Pramesti Cahyani Indira Pramesti Cahyani Jessica Agrippina Fedora Joseph Christian Tjahjadi Joseph Christian Tjahjadi Joy, Stella Kenisya Julianto Adinata Kevin Aurelius Wijaya Kezia Kurniawati Kezia Kurniawati Kezia Kurniawati Nursalin Kristiawan, Allen Liyenka Belusi Tantra Liyenka Belusi Tantra Luthfiyyah, Nisriinaa Maya Malinda Meyliana Meyliana Muhammad Rizki Abdillah Nadila Handiani Noviana Putri Natalia Regina Nisriinaa Luthfiyyah Nonie Magdalena Nur Nur Nyoman Edna Apriyanti Robby Tan Rony Setiawan Rully Arlan Tjahyadi Shelly Kurniawan Sipayung, Helena Margaretha Sitanggang, Natashya Ketrine Surya Setyawan Susanti Saragih Vanessa, Angelica Vinsensius Vinsensius Wawan Kuswandana Yolla Margaretha