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All Journal JURNAL SAINS PEMASARAN INDONESIA International Conference on Law, Business and Governance (ICon-LBG) Jurnal Manajemen Kesehatan Indonesia Journal of Management and Business Review WIDYAKALA JOURNAL Widya Cipta : Jurnal Sekretari dan Manajemen JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Jurnal Ekonomi dan Bisnis Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Jurnal Organisasi Dan Manajemen Management and Economics Journal (MEC-J) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) JURNAL MANAJEMEN (EDISI ELEKTRONIK) JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS Ultima Management : Jurnal Ilmu Manajemen Aptisi Transactions on Technopreneurship (ATT) Journal of Business and Applied Management Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science Jurnal MEBIS (Manajemen dan Bisnis) Business Management Journal Program Studi Manajemen International Journal of Economics Development Research (IJEDR) JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Manajemen JIIP (Jurnal Ilmiah Ilmu Pendidikan) Enrichment : Journal of Management Cakrawala Repositori Imwi Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Daengku: Journal of Humanities and Social Sciences Innovation Kontigensi: Jurnal Ilmiah Manajemen Milestone: Journal of Strategic Management Jurnal Ekonomi Indonesian Marketing Journal Jurnal Ilmu Sosial dan Humaniora Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Inkubis: Jurnal Ekonomi dan Bisnis Jurnal Indonesia Sosial Teknologi Journal Research of Social Science, Economics, and Management Jurnal Pendidikan Indonesia (Japendi) Journal Community Service Consortium Paradoks : Jurnal Ilmu Ekonomi Ranah Research : Journal of Multidisciplinary Research and Development Riwayat: Educational Journal of History and Humanities Proceeding of International Conference on Entrepreneurship (IConEnt) JER Widya Cipta : Jurnal Sekretari dan Manajemen
Berlianto, Margaretha Pink
Program Studi Manajemen, Universitas Pelita Harapan
Religion Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Transportation Other

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Empowering Hospital Staff to Enhance Service Excellence: A Community-Based Intervention in Central Java Sylvia Samuel; Hendra Achmadi; Margaretha Pink Berlianto; Dewi Wuisan; Yohana Meilani Palupi
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 reports on a community service project conducted at Rumah Sakit Baptis, Central Java, to improve hospital service excellence through staff empowerment. The project addressed key challenges, including weak interdepartmental collaboration, ineffective communication, difficulties in delivering sensitive information, and limited awareness of patient-centered service quality. Using a participatory approach, the intervention included workshops, role-playing exercises, counseling sessions, and the introduction of standardized communication protocols. The results showed clear improvements in staff competencies, particularly in empathy, teamwork, and communication with patients and families. Staff reported greater confidence in handling sensitive conversations, while patients observed a more approachable and responsive service. Cross-departmental collaboration also improved, resulting in reduced delays and enhanced coordination. Initial patient satisfaction surveys indicated a positive shift in perceptions of care quality. These findings highlight that even in resource-limited hospital contexts, meaningful improvements can be achieved through structured training and cultural change. The project contributes both practical recommendations for hospital management and theoretical insights by applying the SERVQUAL and patient-centered care frameworks to the Indonesian healthcare setting.
Antecedent Factors of Orthodontic’s Patients Satisfaction and Its Impact on Positive Word of Mouth at Private Specialist Dental Clinic X in Tangerang Selatan Priyanto, Benita Novitasari Priyanto; Berlianto, Margaretha Pink
Jurnal Economic Resource Vol. 8 No. 2 (2025): September - February
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v8i2.1413

Abstract

The purpose of this study was to determine the antecedent of orthodontic patient satisfaction and analyze its impact on positive word of mouth recommendations (PWOM) related to orthodontic treatment. This is a quantitative survey study with a cross-sectional data collection method. The questionnaire questions with likert scale 5 points were used and adjusted to questions that already exist in previous literature. Data collection was carried out purposively with a non-probability sampling technique on the population of orthodontic patients who came to the Private Specialist Dental Clinic X in South Tangerang in the period March - April 2025. The total respondents obtained were 140 respondents that were undergoing orthodontic treatment at the clinic. PLS SEM method is used to analyze the collected data and test the hypothesis. The results of this study indicate a significant positive relationship between the variables of Facilities, Cleanliness, Dental Equipment, Dental Supplies, Orthodontist’s Technical Skills, Doctor-Patient Relationship, Staff, Treatment Duration, Location Accessibility, Appointment Scheduling, and Organization Administration and Positive Word of Mouth, mediated by Orthodontic Patient Satisfaction at the Private Specialist Dental Clinic X in South Tangerang. The five variables with the greatest influence on orthodontic patient satisfaction, in order of importance, are Dental Equipment, Organization Administration, Doctor-Patient Relationship, Treatment Duration, and Staff. The results of this study provide managerial implications for every Private Dental Clinic in identifying the antecedent factors of orthodontic patient satisfaction that can enhance word-of-mouth recommendations and ultimately increase the number of new orthodontic patients. However, this study has several limitations, which are followed by recommendations for future research.
The Influence of Dimensions of Relationship Marketing Practices on Patient Satisfaction and Its Impact on Patient Loyalty at XYZ Pratama Clinic Jessica Nethania Arunde; Margaretha Pink Berlianto
Dinasti International Journal of Education Management and Social Science Vol. 6 No. 2 (2025): Dinasti International Journal of Education Management And Social Science (Decem
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v6i2.3762

Abstract

This study was conducted to determine the factors that influence the level of outpatient satisfaction at the XYZ Primary Clinic and its impact on patient loyalty. This study involved 195 outpatients. Data collection was carried out by distributing questionnaires containing 5 questions with a Likert Scale of 1-5 based on the judgmental sampling method. Data were analyzed using the SEM PLS method. The results showed that conflict handling, competence and empathy had a significant positive effect on patient satisfaction. Trust, commitment, communication, and social bonds did not affect patient satisfaction. In addition, patient satisfaction had a positive and significant effect on patient loyalty at the XYZ Primary Clinic, where satisfied patients tended to return to use the service and recommend it to others. Patient satisfaction partially mediated each of the influences given by conflict handling, competence, empathy on empathy. The results of importance performance mapping show that empathy and conflict handling are things that are considered important by patients and have been implemented well. This means that empathy and conflict handling are factors that must be maintained. Social bonds and communication are considered important by patients but have not been implemented well. Further research can enlarge the population at other Primary Clinics, take diagnostic data.
Pelatihan Strategi Transformasi dan Siklus Hidup Organisasi bagi Lembaga Pendidikan Dasar dan Menengah dengan Kolaborasi Pemangku Kepentingan Ong Kim Kui, Daniel; Pramono, Rudy; Berlianto, Margaretha Pink; Meilani, Yohana Cahya Palupi; Meranga, Isana; Barry, Rinto Rain
Journal Community Service Consortium Vol 6 No 1 (2026): Journal Community Service Consortium
Publisher : Universitas Ciputra Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/consortium.v6i1.6093

Abstract

Lembaga pendidikan formal sebagai organisasi nirlaba memiliki kerentanan terhadap penurunan kinerja saat melewati siklus hidup organisasi. Fenomena ini sering kali memaksa sejumlah sekolah untuk berhenti beroperasi tanpa sempat melakukan proses transformasi yang memadai. Padahal, transformasi strategis memungkinkan sekolah untuk bertahan dalam siklus hidupnya serta beradaptasi dengan perubahan lingkungan demi menjaga keberlangsungan misi pendidikan. Menanggapi tantangan tersebut, FEB UPH berkolaborasi dengan mitra sekolah menyelenggarakan pelatihan strategi transformasi dan siklus hidup organisasi sebagai wujud kegiatan pengabdian kepada masyarakat. Program ini ditujukan bagi pengurus sekolah, guru, staf, serta pemangku kepentingan di Purwodadi, Kabupaten Grobogan, Jawa Tengah. Tujuan utama kegiatan ini adalah membekali peserta dengan pemahaman mendalam mengenai siklus organisasi dan langkah awal transformasi sekolah melalui sinergi antarpemangku kepentingan guna menghadirkan pendidikan berkualitas yang berkelanjutan. Metode pelatihan dilaksanakan dalam bentuk pemaparan materi, sesi tanya jawab, serta diskusi interaktif. Untuk mengukur efektivitas program, dilakukan pemeriksaan pemahaman melalui evaluasi sebelum (pre-test) dan sesudah (post-test) pelatihan. Hasil evaluasi menunjukkan peningkatan pemahaman peserta yang signifikan, tecermin dari kenaikan skor rata-rata sebesar 35%. Pelatihan ini juga menghasilkan luaran konkret berupa dokumen Rencana Aksi Transformasi Organisasi Sekolah (RATOS) yang siap diimplementasikan oleh pihak sekolah.
The Effect of Consumer Self-Confidence, Attitude Towards Paid Internet Advertising, and Continuance Search Intention on App-Purchase Decision Fransiska Marieta Dwitasari; Margaretha Pink Berlianto
Jurnal Indonesia Sosial Teknologi Vol. 5 No. 12 (2024): Jurnal Indonesia Sosial Teknologi
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jist.v5i12.8863

Abstract

Paid internet advertising has been widely used in various industries including the healthcare industry. The number of customers using mobile healthcare applications to buy products or services also continues to grow. One of the healthcare applications that is widely used in Indonesia is Halodoc. Purpose: This research aims to study the structural relationship of consumer self-confidence to the app-purchase decision in Halodoc application, using indicators of attitudes towards paid internet advertising, perceived intrusiveness, and continuance search intentions on the internet. Methods: A total of 309 samples were obtained from consumers who had seen Halodoc application advertisements on the internet and had used Halodoc application to purchase products or services provided by the application at least once. Measurements were carried out using PLS-SEM to see the structural relationship between the indicators. Results: Consumer self-confidence has a positive effect towards paid internet advertising (t=7.614, p=0.000), continuance search intention (t=10.009, p=0.000), and app-purchase decision (t=19.972, p=0.000). Consumer self-confidence has no negative impact on perceived intrusiveness (t=1.564, p=0.059). Conclusion: This study shows that consumer self-confidence has a positive effect on attitudes towards paid internet advertising, continuance search intentions, and app-purchase decisions on mobile application.
PENGARUH GAME ELEMENTS TERHADAP CUSTOMER ENGAGEMENT DAN PERCEIVED PLAYFULLNESS DAN DAMPAKNYA TERHADAP BEHAVIORAL INTENTION PADA PENGGUNA APPLIKASI KOPI KENANGAN DI JABODETABEK Dharmawan Freddy Kosasih; Margaretha Pink Berlianto
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 effect of game elements on customer engagement, perceived playfulness, Attitude, & Behavioral Intention among users of the Kopi Kenangan App in the Greater Jakarta area. This study uses a quantitative, cross-sectional method. The sampling technique is non-probability sampling, specifically purposive sampling. Data were collected through an electronic 5-point Likert-scale questionnaire administered to 250 respondents aged 18–45 years residing in Jabodetabek who have used the Kopi Kenangan App. Data analysis was performed using PLS-SEM with SmartPLS 4.0.9.9. The results show that game elements have a significant positive effect on customer engagement and perceived playfulness. These two variables also have a significant positive effect on improving user Attitude, which ultimately increases Behavioral Intention. F&B app managers are advised to optimize gamification design to increase user enjoyment and engagement, thereby encouraging sustainable usage intentions.
INTERNAL MORAL RESILIENCE AND INSTITUTIONAL INTEGRITY: A DUAL-PILLAR MINDSET OF ANTI-CORRUPTION BEHAVIOR IN INDONESIA Ardi Ardi; Yohana FCP Meilani; Sylvia Samuel; Margaretha Pink Berlianto
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

Corruption persists in many emerging democracies despite institutional reforms and legal enforcement mechanisms. This study develops and empirically tests a Dual-Pillar Mindset integrating internal moral resilience and external Institutional Integrity Systems safeguards as complementary predictors of corruption resistance intention in Indonesia. This study employed a qualitative literature-based approach through secondary data analysis. The research relied on existing academic sources and theoretical frameworks to construct a proposition conceptual and analytical model. The results indicate that Ethical Leadership positively influences Internal Moral Resilience, and Corruption Resistance Intention, exceeding the direct effect of Institutional Integrity Systems positively influences Corruption Resistance Intention. Furthermore, Internal Moral Resilience positively influences Corruption Resistance Intention and mediate the relationship between Ethical Leadership and Corruption Resistance Intention, producing a synergistic effect. Findings suggest that sustainable anti-corruption reform requires synergy between Ethical Leadership based, Moral Resilience, and Institutional Integrity Systems mechanisms.
PELATIHAN ANALISIS LINGKUNGAN BISNIS DAN MANAJEMEN: TREN TEKNOLOGI DAN IMPLIKASINYA BAGI DUNIA BISNIS Isana S. C. Meranga; Hendra Achmadi; Daniel Ong Kim Kui; Rinto Rain Barry; Margaretha Pink Berlianto
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

Massive technological advancements have fundamentally transformed the global business landscape. These changes not only affect companies’ operational aspects but also reshape how consumers interact, shop, and make decisions. Literacy regarding the impact of technological advancement has become increasingly crucial for younger generations so that they can understand the direction of market changes. This activity aims to provide students of Mahabodhi Senior High School with insights into the importance of business environment analysis in the digital era. Through a narrative approach, participants were encouraged to understand that adaptation to technological advancement is the key to surviving future competition.
Faktor-Faktor yang Mempengaruhi Pelanggaran Disiplin Karyawan dan Strategi Pencegahan Pelanggaran Disiplin Di PT XYZ Dwi Saputro; Ardi Ardi; Margaretha Pink Berlianto
Jurnal Pendidikan Indonesia Vol. 6 No. 5 (2025): Jurnal Pendidikan Indonesia (Japendi)
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v6i5.7830

Abstract

Pelanggaran disiplin kerja karyawan menjadi tantangan serius yang berdampak pada produktivitas, citra perusahaan, dan keharmonisan hubungan industrial. Studi ini dilakukan untuk mengidentifikasi faktor-faktor penyebab pelanggaran disiplin dan strategi pencegahan yang diterapkan oleh manajemen PT XYZ. Penelitian ini menggunakan pendekatan kualitatif dengan studi kasus. Data dikumpulkan melalui wawancara mendalam, observasi partisipatif, dan studi dokumentasi terhadap tujuh informan dari berbagai jenjang di PT XYZ. Teknik analisis menggunakan coding (open, axial, dan selective) untuk mengidentifikasi tema dan pola. Hasil penelitian menunjukkan bahwa terdapat beberapa faktor utama yang memengaruhi pelanggaran disiplin, yaitu kurangnya sosialisasi kebijakan, lemahnya pembinaan dari atasan, faktor keluarga, lingkungan kerja negatif, motivasi intrinsik yang rendah, kelemahan sistem pengawasan dan pelaporan, mekanisme pembenaran diri (rationalization), serta kepemimpinan yang tidak etis. Strategi yang efektif untuk mencegah pelanggaran meliputi penguatan sosialisasi, pelatihan dan mentoring rutin oleh atasan, penciptaan lingkungan kerja positif, perbaikan sistem pelaporan, serta penerapan kepemimpinan etis. Penelitian ini menekankan pentingnya pendekatan multidimensi untuk menjaga kedisiplinan dan integritas karyawan.
Employee Performance Based on Transactional Leadership Style, Employee Competence and Job Satisfaction Yohana F. Cahya Palupi Meilani; Margaretha Pink Berlianto; Leonardo M. Canoy, Jr; Elvitriana Intan Novita; William Marvincent 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

This study aims to examine the impact of transactional leadership style, employee competence, job satisfaction, and employee performance. The research follows a quantitative approach, utilizing a questionnaire with Likert scale responses from 1 to 5. Conducted at PT XYZ, the study employs purposive sampling, meaning respondents must meet specific criteria to have their responses accepted. The total sample consists of 100 participants. Data analysis was performed using the SmartPLS 4 software with the PLS-SEM (Partial Least Squares – Structural Equation Modeling) method. The findings reveal that transactional leadership style positively and significantly influences job satisfaction, employee competence has a positive and significant effect on job satisfaction, transactional leadership style positively and significantly affects employee performance, and employee competence also positively and significantly impacts employee performance. However, job satisfaction has a negative and significant effect on employee performance. It is hoped that readers will apply the positive insights from this research to enhance the company’s sustainability.
Co-Authors Albert, Jonathan Amelia Andriani Amellia Mel Andre Suryanto Andrew Lienata Anggita Petrareni Anton Wachidin Widjaja Ardi Ardi Ardi Ardi Ardi Ardi Ardi Ardi Ardi Kho ASEP HERMAWAN Aulia Hidayati Benedicta Gisela Camay Octivanny Brittney E. D. Halik Carin Cyntya Carolin Cavin Giovani Chandra, Priscillia Chandra, Yanto Chelsy Philycia Chintya Nur Chintya Nur Christian Niscal Ziliwu Cindy Octavia Cindy Octavia Clarissa Angelina Setyono Cory Primaturia Crizki Arouw Daniel Ong Kim Kui Darlene, Ashley Data Tsabitha Davis, Michael Dharmawan Freddy Kosasih Dwi Saputro Ellen Theodora Elvitriana Intan Novita Elvitriana Intan Novita Fanny Mutiara Dewi Felicia Yuliana Halim* Fellicia, Nadilla Fortunatus, Angela Eunike Fransiska Marieta Dwitasari Franzeska Olivia Indra Putri Franzeska Olivia Indra Putri Gading, Siska Tamara Giovanna Putri Andrian Gitarja, Widasari Sri Grestanty Christie Kadang Halim Wijaya, Yulisa Halim, Irwanto Helen Novi Yanto Hendra Achmadi Hendra Achmadi, Hendra Ian Nurpatria Suryawan Ian Nurpatria Suryawan Indrati Indrati Indrati Indrati Indriawaty Rizky Siregara Innocentius Bernarto Irwanto Halim Isana S. C. Meranga Jefta Julian Jessica Nethania Arunde Jessica Tedja Johan Prapta Wijaya Jonathan Albert Julian, Christopher Ryan Katman Katman Kevin Richardo Tanoto Leonardo M. Canoy, Jr Leonardo M. Canoy, Jr Linardy, Regina Fortunata Marine Novita Maureen Arthajaya Mega Irene Agustina Meilani, Yohana Cahya Palupi Meilani, Yohana F Cahaya Palupi Melayanto, Yanuedi Meranga, Isana Meron, Marsando Michael Gabriel Djioe Michael Rusiviro Jacob Michele Gracia Rusli Myrazteeva Charity Jacquelanne Mondigir Nadiah Alysia Pratisara Putri Nathanael, William Nico Adityo Utomo Niki Sanjaya Pramono, Rudy Primaturia, Cory Priyanto, Benita Novitasari Priyanto Pungus, Toar Purba, John Tampil Purba, Mien Shavero Puty Sherlyta Raymond Ferdinand Richard Andre Sunarjo Richard Andre Sunarjo Richard Andre Sunarjo Rinto Rain Barry Ronnie Resdianto Masman Rudy Kurniawan Safira Janice Prasetyo Salim, Nicko Christian Samuel, Sylvia sandra dewi Sanjaya, Mikael Santa Lusianna Sitorus Satria, Briesha Aurevella Putri Satyawati Satyawati Satyawati Shweta Chandru Bhavnani Sobirov, Bobur Soetmato, Karen Sri Hartati Kartoyo Stephanie Regina Stephen Sugiarto Prasetyo Suryana Litana Simowibowo Sylvia Samuel Tannia Meyana Tanoto, Kevin Richardo Teh Harianto Theo Rizaldy Siahaan Theresia Suryadi Thoe, Tamara Gita Pramana Putri Timotius, Timotius Trenvaldo Gunawan Valdio Valdio Venesia Venesia Wiguna, Nathania Wijaya, Legina Halim William M. Tan William Marvincent Tan William Marvincent Tan Willy Djulianto Wilson James Metasurya Loa Wina Cita Yunita Wuisan, Dewi Yohana F. Cahya Palupi Meilani Yohana FCP Meilani Yohana Meilani Palupi Yohana Meilani Palupi Yonathan Hosea Yulisa Halim Wijaya Yunna, Weng