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All Journal International Journal of Public Health Science (IJPHS) Nurse Media Journal of Nursing JURNAL BISNIS STRATEGI Jurnal Pariwisata Pesona Kinerja Jurnal Kesehatan Masyarakat JURNAL ILMIAH MANAJEMEN & BISNIS Jurnal Administrasi Kesehatan Indonesia Jurnal Manajemen Kesehatan Indonesia POLYGLOT Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis Jurnal Pariwisata Jurnal Keperawatan Padjadjaran JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Jurnal Manajemen Pemasaran JURNAL PENDIDIKAN TAMBUSAI JURNAL MANAJEMEN (EDISI ELEKTRONIK) JURNAL MANAJEMEN BISNIS Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI) Jurnal Mantik International Journal of Economics, Business and Accounting Research (IJEBAR) International Journal of Business Studies International Journal of Economics Development Research (IJEDR) Jurnal Untuk Masyarakat Sehat (JUKMAS) Jurnal Ilmiah Manajemen Kesatuan Enrichment : Journal of Management Jurnal Paedagogy Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Medical Scope Journal (MSJ) Ilomata International Journal of Social Science Jurnal Pengabdian kepada Masyarakat AICS Milestone: Journal of Strategic Management International Journal of Education, Social Studies, And Management (IJESSM) JURNAL ILMIAH GLOBAL EDUCATION International Journal of Applied Business and International Management Journal of International Conference Proceedings Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Keperawatan Soedirman (The Soedirman Journal of Nursing) Journal of Economics and Management Scienties Journal of Ageing And Family JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Jurnal Ilmu Kesehatan Masyarakat (The Public Health Science Journal) Jurnal Ad'ministrare: Jurnal Pemikirian Ilmiah dan Pendidikan Administrasi Perkantoran Jurnal Manajemen Maranatha Jurnal Kesehatan Masyarakat
Antonio, Ferdi
Universitas Pelita Harapan
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Journal : International Journal of Economics Development Research (IJEDR)

 1 
Multidimensional Analysis of Overall Service Quality in Aesthetic Clinics as a Predictor of Recommendation Intentions Norasiya, Milka Anisya; Antonio, Ferdi
International Journal of Economics Development Research (IJEDR) Vol. 5 No. 6 (2024): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v4i6.6869

Abstract

This study investigates the impact of overall service quality on patient satisfaction and their intention to recommend aesthetic clinics, emphasizing the role of six quality dimensions measured as a higher-order construct (HOC). Understanding the influence of comprehensive service quality is crucial in aesthetic clinics, where patients seek more hedonic experiences rather than medical treatment. A survey was conducted among patients visiting aesthetic clinics, and Partial Least Squares - Structural Equation Modeling (PLS-SEM) with a disjoint two-stage approach was used to examine the relationships between the six reflective dimensions of service quality as lower order construct (LOC), namely technical, procedural, interactional, personnel, infrastructural, and social support with the outcomes of patient satisfaction and intention to recommend. The findings reveal the dimensionality of the service quality model in the aesthetic clinic context. In particular, overall service quality, measured as HOC, significantly influences patient satisfaction, which in turn positively affects the intention to recommend. Among the dimensions, technical quality and social support were critical in shaping patient perceptions and driving satisfaction. The model demonstrates robust explanatory and predictive power, with an R² value of 0.745 and Q²_predict of 0.679 for intention to recommend. A cross-validated predictive ability test confirms the model's predictive accuracy. Novel to this research is the comprehensive inclusion of quality dimensions, reflecting the complexity of service delivery in aesthetic clinics. The disjoint two-stage approach provides enhanced insights into the relative contributions of LOCs, highlighting technical quality, social support quality, and interactional quality as critical drivers of overall service quality. These findings offer actionable recommendations for managers to optimize service quality and encourage clinic recommendations.
Unlocking Economic Value in Healthcare: Applying Importance-Performance Mapping Analysis (IPMA) to Identify Key Drivers of Patient Satisfaction in Medical Check-Up Services Sidik, Nuraini; Antonio, Ferdi
International Journal of Economics Development Research (IJEDR) Vol. 5 No. 6 (2024): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v5i6.7096

Abstract

Medical check-up services are essential for clinics to enhance patient satisfaction and loyalty. This study examines the effectiveness of the service quality model, encompassing infrastructural quality, interactional quality, outcome quality, procedural quality, and personnel quality, in measuring satisfaction with medical check-up services. A quantitative survey was conducted with patients, and data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Importance-Performance Map Analysis (IPMA) was applied to identify key indicators for improvement and areas of strength. This study obtained 211 respondents who had undergone medical check-ups, and questionnaires were distributed directly at the clinicThe results showed that outcome quality has the strongest influence on satisfaction (0.362), followed by procedural quality (0.242), while personnel quality had the weakest effect (0.121). The IPMA highlighted indicators of Outcome Quality 1 (comprehensive medical reports) and Procedural Quality 1 (efficient workflows) as priority areas for improvement, while Outcome Quality 2 (clear and understandable results) demonstrated high performance and importance, warranting continued focus. These findings suggest that improving clinical outcomes and streamlining procedural efficiency are crucial for enhancing satisfaction. The study provides practical recommendations for clinic managers to prioritize service improvements that align with patient expectations, thereby enhancing overall satisfaction and loyalty.
Co-Authors Ade Andriani Renouw Adella, Adella Adhli, Yuma Luqman Andreas Chandra Santoso Andy Andy Annamaria Gabriela Anton Wachidin Widjaja Ariana, I Made Agus Aristo, Benny Asan, Sucipto Asep Hermawan Astika, Putri Austin, Ryan Bambang, Robertus Maria Betty Rahayu Boas Handoyo Christian, Joshua Christopher Noviandi Tupang Claudia, Maria Dicky Jhon Anderson Butarbutar Dinata, Freddy Djakasaputra, Arifin Elizabeth Haryanti Evi Untoro Fatimah Malini Lubis Febby Karissa Fitriani, Reni Fitriansyah, Fitriansyah Ginting, Magdalena Lestari Handoyo, Boas Harjono, Eko Ivan Henry Utama Putra I Made Agus Ariana Ilfi Rahmi Putri Innocentius Bernarto, Innocentius Jason Bustam Jason Jason Jordan Jeremy Josephine, Vania Joshua Christian Juliana Juliana Juliana Juliana, Juliana Karissa, Febby Kornelius, Stefani Mutiara Kresna Audito Larasati, Andini Lee, Jemimah Kezia Legawa, Kayla Putri Lia Kurnia Hartanti Marine Novita Meidy C. Elim Moksidy, Jevany Claudia Muhamad Rusadi Letasado Naomi Miryam Norasiya, Milka Anisya Pebriana, Regina Pramezwary, Amelda Pramintasari, Erina Pramono, Rudy Putri Astika Putri Utami Vallen Renaldo, Doddy Reno Prananditya Ashaf Ricca Ricca Ricca, Rica Ricca, Ricca Rio Alexandro Rocky Nagoya Roy G.A. Massie Roy Setiawan Sabrina O Sihombing Saksono, Lalang Santosa, Sonny Santoso, Anita Sevira Saputra, Muh Fauzan Satoto, Hari Hendriarti Selvi Esther Suwu, Selvi Esther Sembel, Jacquelinda Sandra Sidik, Nuraini Situmorang, Jimmy Muller Hasoloan sri sudiarti Sucipto Asan Sukirman Sukirman Sumarlie, Franky Sutanto, Eldaa Prisca Refianti Syamsul Ph.D M.A. Hadi Tan, Pauline H. Pattyranie Tansya Sushan Purnaningrum Theresia, Sherly Tiara, Karina Tjiptabudi, Vitta Waloni, Febryna Grace Maya Widiastuti, Annisa Zakia Wijaya, Reisa Melisa Wiyono, Stevie Pramudita Wuisan, Dewi Yusak Yusak