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All Journal International Journal of Public Health Science (IJPHS) Jurnal Ilmu Manajemen Jurnal Kesehatan Masyarakat JURNAL ADMINISTRASI BISNIS Nursing News : Jurnal Ilmiah Keperawatan Computatio : Journal of Computer Science and Information Systems Journal of Economic, Bussines and Accounting (COSTING) Management and Economics Journal (MEC-J) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Aptisi Transactions on Technopreneurship (ATT) Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI) Jurnal Mantik Revitalisasi : Jurnal Ilmu Manajemen PREPOTIF : Jurnal Kesehatan Masyarakat JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Enrichment : Journal of Management Jurnal Penelitian Pendidikan, Psikologi Dan Kesehatan (J-P3K) Infotech: Journal of Technology Information Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Medical Scope Journal (MSJ) AICS Kontigensi: Jurnal Ilmiah Manajemen Milestone: Journal of Strategic Management Jurnal Ekonomi Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Prosiding Konferensi Nasional PKM-CSR Indonesian Marketing Journal International Journal of Cyber and IT Service Management (IJCITSM) Jurnal Ilmu Manajemen Startupreneur Business Digital (SABDA Journal) Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal MENTARI: Manajemen, Pendidikan dan Teknologi Informasi Eduvest - Journal of Universal Studies International Transactions on Education Technology (ITEE) Jurnal Administrasi Bisnis JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Proceeding of International Conference on Entrepreneurship (IConEnt) Jurnal Inovasi Global Asian Journal of Social and Humanities Holistik Jurnal Kesehatan International Transactions on Artificial Intelligence (ITALIC) Jurnal Ilmu Kesehatan Masyarakat (The Public Health Science Journal) Indonesian Journal of Global Health Research
Wuisan, Dewi
Department Of Hospital Administration, Faculty Of Economics And Business,Universitas Pelita Harapan, South Jakarta 12930, Indonesia
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Determinants of Online Purchase Intention: Evidence from Indonesia’s E-Commerce Dewi Wuisan; Zefanya Hisqia Gedalia; Gabriel Kennard Chan; Benny Aristo; Christoffel Wantah
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

This study aims to examine the effect of perceived ease of use, perceived usefulness, social influences, price perception, and perceived risk on online purchase intention. The development of internet technology in Indonesia in various sectors is getting faster. One of the industrial sectors that rely on internet technology as a place to do business is e-commerce. Indonesia is one of the countries with the highest percentage of e-commerce users in the world, but the development of e-commerce cannot be separated from the problems that occur. As one of the e-commerce sites in Indonesia, “XYZ” is currently developing its services to make it more attractive to consumers, but there are still many problems that are felt by consumers related to “XYZ”, such as service quality that is not yet optimal. Thus, research is needed regarding the factors that influence online purchase intention. This study uses a quantitative approach with data collection methods using electronic questionnaires distributed through Google Forms. Analysis of the measurement model and structural model in this study was carried out using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method with the help of the SmartPLS 3.0 application. The respondents of this research are Indonesian people who are more than 16 years old and have used “XYZ” e-commerce. The measurement model test consists of testing the validity and reliability, while the measurement model testing consists of testing the coefficient of determination, t -count, significance, and the relationship between constructs. The results of this study indicate that the perceived ease of use variable affects online purchase intention, the perceived usefulness variable affects online purchase intention, the social influences variable affects online purchase intention, and the price perception variable affects online purchase intention. Meanwhile, the perceived risk variable has no effect on online purchase intention.
Service Failure and Recovery: The Best Defense Is a Good Attack Dewi Wuisan; Hendra Achmadi; Oscar Jayanagara; Sylvia Samuel; Gracia Shinta S. Ugut
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

Service failure is an inevitable aspect of any service-oriented business. When failures occur, the organization’s response is critical in shaping customer perceptions, satisfaction, and loyalty. This paper explores the notion that "the best defense is a good attack" in the context of service failure and recovery strategies. Proactive recovery initiatives, such as clear communication, swift actions, and personalized solutions, often outperform reactive or passive approaches in mitigating the negative effects of service failures. By employing a strategic recovery process, businesses not only address the immediate dissatisfaction but also create opportunities to strengthen customer relationships and even enhance brand reputation. The study examines key components of successful service recovery, including the role of empathy, transparency, and empowerment of frontline employees. It highlights the importance of preemptive measures such as employee training and the establishment of service recovery protocols. Furthermore, this paper discusses the psychological impact of recovery efforts on customers, emphasizing the significance of perceived justice—distributive, procedural, and interactional. Drawing from real-world examples and empirical studies, this research provides actionable insights for managers aiming to transform service failures into opportunities for improvement and differentiation. By adopting a mindset of proactive engagement, businesses can turn potentially negative experiences into moments that foster customer trust and loyalty. Ultimately, the findings suggest that an offensive approach in service recovery is not merely damage control but a strategic advantage in the competitive service landscape.
Antecedents of Patient Experiential Satisfaction and Its Effect on Revisit Intention Merry, Merry; Wuisan, Dewi Sri Surya; Baguna, Khakan
REVITALISASI : Jurnal Ilmu Manajemen Vol 14 No 2 (2025): REVITALISASI : Jurnal Ilmu Manajemen
Publisher : Universitas Islam Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32503/revitalisasi.v14i2.8186

Abstract

Introduction/Main Objectives: This paper examines declining patient visits in private clinics in Central Kalimantan, focusing on XYZ Clinic, which relies solely on out-of-pocket payments. Despite surviving the COVID-19 crisis, the clinic saw a sharp decrease in visits in 2023, highlighting the need to understand patient loyalty drivers. Background Problems: The main issue addressed in this study is the sustainability of private healthcare services, specifically examining the influence of price fairness, Clinic Image, and communication on patients’ revisit intention, with experiential satisfaction acting as a mediating factor. Novelty: This study integrates communication, price fairness, and Clinic Image in a single model with satisfaction as a mediator, an approach not widely explored in Indonesian private clinic contexts. Research Methods: A cross-sectional quantitative design was used. Data were gathered via structured questionnaires from 162 XYZ Clinic patients and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Advanced analytics were also performed. Finding/Results: Price fairness and communication significantly affect experiential satisfaction, with communication being the strongest factor. Both fairness and satisfaction influence revisit intention, while Clinic Image has no significant effect. Conclusion: The findings suggest that private clinics should focus on transparent communication and fair pricing to enhance patient loyalty, rather than relying solely on image-building strategies.
Antecedents of Mobile JKN Satisfaction and Continuance in Surabaya Limanto, Sherly; Wuisan, Dewi Sri Surya
Jurnal Akuntansi, Keuangan, dan Manajemen Vol. 7 No. 1 (2025): Desember
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v7i1.4772

Abstract

Purpose: This study aims to examine how performance expectancy, perceived need, value, usefulness, and ease of use affect patient satisfaction and their continued use of the Mobile JKN app in Surabaya. Methodology/approach: Using a quantitative approach and purposive sampling, data were collected from 212 Mobile JKN users in Surabaya and analyzed with Smart-PLS (SEM). Results/findings: Perceived Value, Usefulness, and Ease of Use significantly influenced Patient Satisfaction, which positively affected Continuance Intention. Performance Expectancy and Perceived Need had no significant effect. Conclusions: Enhancing service quality, especially user satisfaction and perceived value, is key to encouraging long-term use of the Mobile JKN app. Limitations: This research used a cross-sectional design and was limited to the city of Surabaya, which restricts generalizability. The use of a quantitative approach with Likert scales also limited the depth of insights. Future studies should consider longitudinal approaches, expand geographic coverage, and include qualitative or mixed-methods to gain deeper understanding. Contribution: This study contributes to the literature by integrating contextual factors into the TAM framework within the healthcare service context. It provides actionable insights for service providers to enhance user experience, thereby increasing patient satisfaction and long-term usage intention of the Mobile JKN application.
DETERMINANTS OF CUSTOMER LOYALTY IN MURNI TEGUH HOSPITAL IN BALI Leviana Aurellia Valeriant; Dewi Sri Surya Wuisan
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 4 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i1.2532

Abstract

This research was conducted on patients at Murni Teguh Hospital Tuban Bali to find out whether price fairness and service quality have an influence on customer loyalty through customer satisfaction. The main reason this research was conducted was to find out whether these factors contributed to the positive assessment of patients towards the Teguh Tuban Bali Murni Hospital. This research is qualitative in nature with the data collection technique used is a questionnaire, with a sample size of 330 respondents, the data analysis technique used is PLS-SEM using the SmartPLS statistical application. The research results show that price fairness and service quality have a significant and positive effect on customer satisfaction. Apart from that, it was also found that price fairness, service quality and customer satisfaction have a significant and positive effect on customer loyalty.
Pengaruh Sistem Pengendalian Manajemen Terhadap Integrasi Rantai Pasok Rumah Sakit Serta Dampaknya terhadap Kinerja Rantai Pasok Rumah Sakit Viera Dzakiyyah Muthohharoh; Ardi; Dewi Sri Surya Wuisan; Richard Andre Sunarjo
Jurnal Manajemen Pendidikan dan Ilmu Sosial Vol. 6 No. 6 (2025): Jurnal Manajemen Pendidikan dan Ilmu Sosial (Oktober-November 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v6i6.6061

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh management control system terhadap healthcare supply chain performance dengan hospital supply chain integration sebagai variabel mediasi, dalam konteks operasional rumah sakit swasta. Variabel yang diusulkan dalam pemodelan ini meliputi management control system, yaitu broad scope, timeliness, integration, dan aggregation. Seluruh dimensi healthcare supply chain performance yang diuji mencakup cost effectiveness, utilization of hospital assets, supply chain flexibility, serta supply chain quality and speed of delivery. Penelitian ini menggunakan metode cross-sectional dengan instrumen kuesioner untuk mengumpulkan data dari tenaga medis dan staf nonmedis yang terlibat dalam sistem rantai pasok di rumah sakit. Analisis data multivariat dilakukan menggunakan metode statistik PLS-SEM. Dengan teknik total sampling, terkumpul 50 responden dari satu rumah sakit swasta di Jawa Barat, Indonesia. Data dianalisis menggunakan perangkat lunak SmartPLS 4. Hasil pengolahan data menunjukkan bahwa tiga dari empat management control system, yaitu broad scope, integration, dan aggregation, memiliki efek positif terhadap hospital supply chain integration. Efek terbesar diperoleh pada integration (standardized coefficient = 0,322; f² = 0,150). Sementara itu, timeliness tidak menunjukkan efek signifikan. Temuan ini memberikan implikasi manajerial untuk memperkuat integrasi sistem informasi dan penyajian data agregat lintas fungsi guna meningkatkan kinerja rantai pasok rumah sakit. Selain itu, hospital supply chain integration terbukti memiliki pengaruh signifikan terhadap seluruh dimensi healthcare supply chain performance. Model penelitian ini menunjukkan kemampuan eksploratori dan prediktif yang memadai dalam menjelaskan hubungan antarvariabel dalam konteks manajemen rantai pasok rumah sakit.
Design of Mobile Learning Content with a Mobile-Based Live Multimedia System Izwan Amsyar; Haznah Latifah; Dewi Wuisan
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 2 No. 2 (2022): October
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v2i2.112

Abstract

With the rise of world progress, information technology and telecommunications to the Internet have become a top priority. These advancements mark a watershed moment in mobile learning, or "mobile learning," as it is known (m-learning). M Learning has some extra learning capacity that can be accessed by anybody, at any time, from anywhere. The issues still exist in m-learning, including a shortage of hardware and platforms required by the system architecture and accessibility. In order to become comfortable for the user, a thorough examination of each component dealing with existing m-learning is also required. This research aims to address the problem by employing multimedia as a material that can provide more precise and detailed information. Multimedia m-learning services necessitate an internet connection, excellent access, and adequate hardware to benefit from the overall bias with good services provided by phones that offer mobile multimedia facilities. The study's primary goal is to create m-learning with multimedia services, and the expected results are a software-based content provider.
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.
Pengaruh Hospital Organizational Citizenship Behavior terhadap Kualitas Pelayanan di Ruang Bersalin dengan Mediasi Lama Masa Kerja Bidan Franky Sumarlie; Ferdi Antonio; Rudy Pramono; Dewi Sri Surya Wuisan
Jurnal Ilmu Kesehatan Masyarakat Vol. 15 No. 02 (2026): Jurnal Ilmu Kesehatan Masyarakat
Publisher : UIMA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33221/jikm.v15i02.4199

Abstract

Kualitas pelayanan di ruang bersalin merupakan faktor penting dalam menentukan kesehatan ibu dan bayi baru lahir. Hospital Organizational Citizenship Behavior (HOCB) mencakup perilaku sukarela staf rumah sakit yang melampaui deskripsi tugas formal, mendorong kerja sama tim, keselamatan, dan pelayanan yang berpusat pada pasien. Lama masa kerja bidan diprediksi dapat memperkuat pengaruh HOCB melalui akumulasi keterampilan dan pengetahuan institusional. Penelitian ini bertujuan untuk menganalisis pengaruh HOCB terhadap kualitas pelayanan di ruang bersalin dengan lama masa kerja bidan sebagai variabel mediasi. Penelitian dengan pendekatan cross-sectional design ini dilakukan pada 214 bidan dari 14 rumah sakit umum di Kalimantan Tengah, Indonesia. Teknik sampling pada penelitian ini menggunakan purposive sampling dengan pendekatan sensus.  Data dikumpulkan menggunakan self-administered questionnaire dan dianalisis dengan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukan bahwa HOCB berpengaruh positif signifikan terhadap kualitas pelayanan (p<0.001) dan lama masa kerja bidan memperkuat hubungan ini (koefisiensi tinggi 1.020; p<0.001). Oleh karena itu, meningkatkan HOCB dan menempatkan bidan berpengalaman secara strategis di ruang bersalin dapat memperbaiki kualitas pelayanan di ruang bersalin.
PENGARUH LAYANAN NIRSENTUH MELALUI APLIKASI SEPHORA DENGAN LAYANAN SALESPERSON TERHADAP PREFERENSI BELANJA GENERASI Z DI SEPHORA SENAYAN CITY Dewi Wuisan; Sarah Kamilah Salam; Kristi Karla Arina; Christoffel Wantah
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

Percepatan transformasi digital dalam industri ritel, khususnya pascapandemi COVID-19, telah menghasilkan perubahan signifikan dalam perilaku konsumen. Layanan nirsentuh berbasis aplikasi digital menjadi standar baru bagi pengalaman belanja modern, terutama pada sektor kecantikan yang mengandalkan interaksi langsung dalam proses pemilihan produk. Generasi Z sebagai kelompok digital-native menunjukkan kecenderungan yang kuat terhadap adopsi layanan berbasis teknologi yang memberikan otonomi, efisiensi, dan pengalaman personal tanpa keterlibatan langsung tenaga penjual. Penelitian ini bertujuan untuk menganalisis pengaruh Interests in New Technology, Convenience Seeking, dan Security Seeking terhadap Preference for Contactless Service Over Salespersons pada pengguna aplikasi Sephora di gerai Sephora Senayan City. Selain itu, penelitian ini menguji peran mediasi Technology Self-Efficacy serta moderasi Consumer Conformity. Penelitian menggunakan pendekatan kuantitatif melalui penyebaran kuesioner kepada 304 responden Gen Z dan dianalisis menggunakan PLS-SEM melalui SmartPLS 4. Hasil penelitian menunjukkan bahwa ketiga variabel independen memberikan pengaruh positif signifikan terhadap preferensi layanan nirsentuh. Technology Self-Efficacy terbukti memediasi seluruh hubungan tersebut, sedangkan Consumer Conformity memperkuat pengaruh TSE terhadap preferensi digital. Temuan ini menegaskan bahwa minat terhadap teknologi, pencarian kenyamanan, kebutuhan keamanan, kepercayaan diri teknologi, serta kecenderungan konformitas sosial merupakan determinan utama dalam pembentukan preferensi layanan digital pada Gen Z.
Co-Authors Abutar, Ariestra Utami Afianto, Dennise Agustiasih, Merdika Alexandra Felicia Tanawa Alexandra Vanessa Gunawan Alvin Benjamin Widagdo Ananda Alifia Putri Aneizza Danya Puteri Roberto Anindhira Shinta Antonio, Ferdi Ardi Ardi Ardi Ardi Ardi Ardi Arditanojo, Edward Bryan Ariana, Karen Arina, Kristi Karla Aristo, Benny Arnis, Nindya Yuliani Audrianto, Reynaldi Baguna, Khakan Bambang, Robertus Maria Benny Aristo Benny Aristo Berlianto, Margaretha Pink Bobby Agustinus Parengkuan Candra, David Chandra, Felix Setia One Christoffel Wantah Christoffel Wantah Cicilia Sriliasta Cindy Boennawan Cynthia Danet A. Patria Danet Arya Patria Danet Arya Patria David Candra Dennise Afianto Dinda Nafatilana Elton, Kenny Erika Tania Erwin Tenggono Ferdi Antonio Ferdi Antonio Ferdinand Sukher Fernando Yosse Fitriani, Reni Franky Sumarlie Gabriel Kennard Chan Gabriel Kennard Chan Gabriel Sylvian Frans Ofa Gracia S Ugut Gracia Shinta S. Ugut Gunawan, Jason Handoyo Alphanto, Alvin Haznah Latifah Helen Helen Hendra Achmadi Hendra Achmadi, Hendra Herlina Lusmeida Hutabarat, Zoel Hutagaol, Nia Maylani Huvi, Indira IGAAN Kresna Parinamidi Innocentius Bernarto Ishmael Lamisi Kananda Izwan Amsyar Jane Angela Jane Maria Fransiska Tahulending Jeannete Ruth Katiandagho Kamal, Kevin Karen Ariana Katiandagho, Jeannete Ruth Kristi Karla Arina Kusuma, Alvin Kyle Christopher Suhail Kyle Christopher Suhaili Kyle Christopher Suhaili Larasati, Andini Leviana Aurellia Valeriant Limanto, Sherly Liza Handoko Maisie Adeline Tanaya Manurung, John William Marsaulina, Renate Parlene Marthayudha, Novian Rezka Martinus Tukiran Maryam Nur Al Islamiyah Maureen Arthajaya Mega Irene Agustina Meilani, Yohana Mellenia, Jesslyn Meranga, Isana S.C Merdika Agustiasih Merry Merry Muhammad Adha Saputra Muhammad Ivan Syaugy Muhammad Rakha Dinata Muthohharoh, Viera Dzakiyyah Nancy S. Lampus Napitupulu, Joshua Fernando Natalia, Velliana Nathania, Sarah Nurina Nindya Yuliani Arnis Niputu Evelyna Devi Ariana Novian Rezka Marthayudha Ong Kim Kui Oscar Jayanagara Oscar Jayanagara Oscar Jayanagara Patria, Danet Pauline H. P. Tan Pauline H.P. Tan Pramono, Rudy Puan Maharani Pudjiastuti, SB Diah Pujianto, Melvin Dhanius Purba, Stefanus Raditya Putrantika, Angky Purbo Ramadhona, Nova Rantedoping, Rama Reynaldi Reynaldi Richard Andre Sunarjo Rinto Rain Barry Samuel, Sylvia Sarah Kamilah Salam Sari, Liana Nila SB Diah Pudjiastuti Shandio Leo Vandianxo Shaquila Salsabil Shinta Karina Latuharhary Sitompul, Thomson Soetardjo, Mulyadi Sugita, Tamara Angelina Sunarjo, Richard Andre Sylvia Samuel Tamara Angelina Sugita Tampil Purba, John Tan, Pauline H. Pattyranie Tanaya, Maisie Adeline Tania Evita Salsabila Tatik Mariyanti Tatik Mariyanti, Tatik Tessa Handra Tharis Tiona Tharis Tiona Toreh, Christof Vandianxo, Shandio Leo Velliana Natalia Viera Dzakiyyah Muthohharoh Virsa Sari Widuri Walandha, Addo Arturo Wantah, Christoffel Widuri, Virsa Sari Yang, Hezekiah Andersen Yanner, Yanner Yohana Cahya Palupi Yohana F. Cahya Palupi Meilaini Yohana F. Cahya Palupi Meilani Yohana Meilani Yohana Meilani Palupi Yohana Meilani Palupi Yosse, Fernando Yuliana, Merryl Esther Zefanya Hisqia Gedalia Zefanya Hisqia Gedalia