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All Journal International Journal of Public Health Science (IJPHS) Jurnal Keperawatan Indonesia 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) 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) Journal of Ageing And Family JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Jurnal Ad'ministrare: Jurnal Pemikirian Ilmiah dan Pendidikan Administrasi Perkantoran Jurnal Manajemen Maranatha Jurnal Kesehatan Masyarakat
Antonio, Ferdi
Universitas Pelita Harapan
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences Transportation Other

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Antecedents of Patient Satisfaction with Outpatient Pharmacy Services on Patient Well-Being and Hospital Image Austin, Ryan; Antonio, Ferdi; Pebriana, Regina
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol. 13 No. 2 (2024): August 2024
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.v13i2.456

Abstract

This study examined the influence of patient satisfaction with outpatient pharmacy services on patient well-being and hospital image, focusing on pharmacy location, service time, pharmacist attitude, medication supply, and medication teaching. A survey with cross-sectional data was conducted using a questionnaire modified from Khudair & Raza (2013). Data from 115 respondents were analyzed using Partial Least Square-Structural Equation Modelling (PLS-SEM). Pharmacy location and medication supply negatively impacted patient satisfaction. Service time, pharmacist attitude, and medication teaching had positive, significant impacts. Patient satisfaction positively influenced the hospital's image and patient well-being. Efficient service time, positive pharmacist attitude, and effective medication teaching enhanced patient satisfaction, improving hospital image and patient well-being. The study concluded that optimizing service time, pharmacist attitude, and medication teaching in outpatient pharmacy services could significantly enhance patient satisfaction, thereby improving patient well-being and hospital image.
The Effect of Quality Care on Patient Loyalty Mediated with Patient Satisfaction and Moderated by Age and Gender (Study in Outpatients at a Private Hospital) Ricca Ricca; Ferdi Antonio
International Journal of Applied Business and International Management Vol 6, No 2 (2021): August 2021
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v6i2.1026

Abstract

An increasingly competitive business climate and changes in patient behavior, fostering hospital managers to pay more attention in regard to factors that could affect patient loyalty. Quality care is well known as a major contributor to patient loyalty. The purpose of this study is to examine the effect of quality care on patient loyalty with patient satisfaction as the mediating variable, while age and gender as the moderators. This research model was tested empirically in outpatients at a private hospital. The results demonstrate that quality care has a significant positive effect on patient loyalty. Several managerial implications were found for hospital management to increase patient loyalty, especially considering the gender of the patient in providing services.
The Antecedents of Consumption Value and Its Impact on Customer Behavior; a Study of Batik Cloth on Non-Javanese Indonesian Millennials Ferdi Antonio; Putri Astika
International Journal of Applied Business and International Management Vol 4, No 1 (2019): April 2019
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v4i1.382

Abstract

Current lifestyle change has led millennial customers to have awareness about their cloth in daily life to accentuate their personality. In the other side batik cloth industry is growing rapidly and contribute to the domestic economic. Despite the advancement of cloth printing technology, business competition in the batik industry need to balancing their production with the essence of batik as an Indonesia ethnic product’s therefore preserve its soul as a valuable heritage of Indonesia culture. Understanding how the customer perceive the value of batik cloth contributes to the effective marketing approach especially for the local medium enterprises. This research was aimed to study the influence of customer diversity seeking and attitude toward ethnic culture to the purchase intention and willingness to share positive electronic word of mouth of the batik cloth, mediating by social value, emotional value and epistemic value as the focus of the research while moderated by ethnic embeddedness. The conceptual model was modified from the previous studies by added e-WOM as a relevance variable in digital era. The research model was implied on non-Javanese millennial customer of batik cloth to segregate the ethnicity perception. Primary data obtained by convenience sampling through the online questionnaire. The eligible sample was collected from 360 respondents who met the criteria. Data were analyzed by Structural Equation Modelling (SEM) and processed by SmartPLS 3.0. The result revealed that both customer diversity seeking and attitude toward ethnic culture have significant effect on the consumption value. All of the three value which are social, emotional and epistemic shown significantly positive impact on e-WOM and customer purchase intention while ethnic embeddedness proven to have the moderation effect on epistemic value and social value. Interestingly social value was found as the strongest predictor of purchase intention. This research provides new insights in understanding consumer behavior towards batik cloth product as well as suggested practical implications that could help batik producers to implement an effective marketing strategy through the digital channel.
Model For Measuring Customer Satisfaction And Delight In Restaurant Industry Juliana, Juliana; Antonio, Ferdi; Pramezwary, Amelda; Situmorang, Jimmy Muller Hasoloan; Djakasaputra, Arifin; Pramono, Rudy
Jurnal Manajemen Industri dan Logistik Vol. 7 No. 1 (2023): May 2023
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v7i1.1022

Abstract

The purpose of the study was to analyze the effect of brand value, brand credibility, arousal, brand love, online buying on delight and the effect of delight on intention to book a restaurant. The population of this study were restaurant customers in Indonesia, with the sample of 250 respondents collected by online questionnaires using nonprobability sampling technique with convenience sampling”data analysis  run by PLS-SEM. Overall, the results of this study are descriptive statistical analysis. This study also offers other areas that deserve more research from the perspective of practitioners and researchers. The results showed that Arousal, Brand Credibility, Brand Love, Brand Value had a positive effect on Intention to Bookrestaurants through the variable of Delight. In contrast, online purchases have no effect on Delight or the hypothesis is not supported because customers feel doubtful and dissatisfied with online purchasing services and still feel afraid due to the occurrence of many frauds in online purchases.
Antecedents of Referring Healthcare-provider Engagement and its Impact on Willingness to Re-refer Wijaya, Reisa Melisa; Antonio, Ferdi
Jurnal Kesehatan Masyarakat Vol 20, No 1 (2024)
Publisher : Department of Public Health, Faculty of Sport Science, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/kemas.v20i1.47675

Abstract

Expansion of the healthcare sector in emerging nations aligns with the growth of private hospitals. This situation gives private hospitals some new challenges, like how to provide good quality care while growing the business, such as increasing the number of patients. An increasing number of patients is related to the referral system and healthcare providers. However, limited studies explained factors influencing healthcare provider engagement (HCPE) associated with willingness to re-refer within healthcare providers (WRH). This study investigated the relationship between factors influencing HCPE toward WRH within healthcare providers. A quantitative survey with a cross-sectional technique with a questionnaire asked 181 healthcare provider who usually refers patients to RSKK. Partial least squares structural equation modelling (PLS-SEM) was utilized to analyze the data. The result of study showed that five of the six antecedents from HCPE were significant (p-value0.05), and the HCPE showed a substantial relationship with WRH (p-value0.05). As conclusion, patient-specialist interaction has an essential relation with HCPE. Furthermore, HCPE has a crucial relationship with WRH. Therefore, the hospital management needs to prioritize this part more to encourage HCPE. This study shows antecedents from HCPE related with WRH and this model can be replicated in different hospitals as the contribution.
THE RELATIONSHIP BETWEEN PATIENT EXPERIENCE AND PATIENT LOYALTY MEDIATED BY TRUSTWORTHINESS AND OUTCOME QUALITY IN HEALTHCARE SERVICES: A CASE AT PRIVATE CLINIC IN BATAM Renaldo, Doddy; Antonio, Ferdi
Jurnal Manajemen Kesehatan Indonesia Vol 12, No 3 (2024): Desember 2024
Publisher : Magister Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmki.12.3.2024.239-251

Abstract

This study explores how patient experience influences patient loyalty, with trustworthiness and outcome quality as mediators. In Indonesia, health clinics have been segmented since introducing the national health insurance scheme called BPJS. While universal healthcare was achieved, some patients are willing to pay a premium for better care experiences. Understanding patient loyalty and its antecedents is crucial for maintaining a competitive advantage in private clinics. The study was conducted at a private clinic in Batam, involving 117 patients who visited between October and December 2023. Data were collected using a modified version of the GS-PEQ (Generic Short-Patient Experience Questionnaire) and further analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM) via SmartPLS4® software. Ten hypotheses were tested to explore the relationships between patient experience, trustworthiness, outcome quality, and patient loyalty. The findings reveal that patient experience positively impacts patient loyalty, which is mediated by trustworthiness. Outcome quality mediates the relationship between patient experience and trustworthiness but does not significantly mediate the relationship between patient experience and patient loyalty. This study highlights the importance of patient experience and trustworthiness in private clinics and suggests the use of GS-PEQ to measure patient experience and achieve competitive advantage.
EVALUATING FACTORS INFLUENCING MEDICAL CHECKUP ADHERENCE IN PUBLIC SECURITY PERSONNEL USING IMPORTANCE-PERFORMANCE MAPPING (IPMA) METHOD Pramintasari, Erina; Tan, Pauline H. Pattyranie; Antonio, Ferdi
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 3 (2024): JMBI UNSRAT Volume 11 Nomor 3
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i3.58426

Abstract

This study analyzing factors influencing adherence to medical checkups among public security personnel, focusing on variables such as Quality of Healthcare Delivery (QHD), Quality of Healthcare Personnel (QHP), Adequacy of Healthcare Resources (AHR), and Quality of Administrative Process (QAP), along with the mediating roles of Quality of Healthcare Environment (QHE) and Patient Satisfaction. A cross-sectional survey method was deployed, involving 185 respondents from security institutions who have experience undergo medical check-up in the institution clinics. Data analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) and Importance-Performance Mapping Analysis (IPMA). The study found that QHD and QHP were the most importance factors of medical checkup adherence, while AHR and QAP had moderate importance. IPMA results revealed that, while healthcare delivery performed well and should be maintained, personnel quality needed improvement to boost adherence rates. The findings suggest that targeted improvements in healthcare personnel engagement and process efficiency could enhance compliance with medical checkups, ultimately contributing to better health outcomes for security personnel. This research provides actionable insights for healthcare administrators and policymakers, emphasizing the need to prioritize the quality of healthcare delivery and personnel in managing public security health effectively.
Importance Performance Map Analysis on Hospital Branding toward Hospital Choice Intention Wiyono, Stevie Pramudita; Antonio, Ferdi
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol. 13 No. 3 (2024): December 2024
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.v13i3.481

Abstract

The development of hospitals in Indonesia is increasing every year. Due to inevitable competition between hospitals, hospital management has to try to improve hospital branding, which can be an opportunity for hospitals to attract new patients and retain patients. In this study, brand benevolence, brand reliability, brand prestige, and brand sincerity were used in the Importance Performance Map Analysis (IPMA) analysis of hospital choice intention. IPMA analysis uses SmartPLS 4.0.9.6 software with online and offline survey data collection methods for all patients who have visited an Indonesia type C private hospital (>100 beds) in the last year. Data collection was carried out in April 2024, obtaining 292 respondents who met the predetermined inclusion criteria. The results show that brand benevolence and brand reliability are included in high importance and high performance, while brand prestige is included in high importance and low performance, which must be considered by hospital management. Meanwhile, brand sincerity is included in the low-importance and low-performance categories. Hospital management must pay attention to brand prestige, which can increase patient satisfaction and hospital revenue in the long term. The study contributes to the understanding of hospital choice intention by highlighting the importance of hospital branding in shaping patient decisions.
Hospital Management and Nurse Roles: A Case Study on Patient-Centred Care as a Key Driver of Efficiency at XYZ Hospital in Jakarta Haryanti, Elizabeth; Antonio, Ferdi
Jurnal Manajemen (Edisi Elektronik) Vol. 16 No. 1 (2025): Jurnal Manajemen (Edisi Elektronik)
Publisher : UPT Jurnal & Publikasi Ilmiah SPs Universitas Ibn Khaldun Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/jm-uika.v16i1.17920

Abstract

This research investigates the influence of nurses' roles and responsibilities on hospital operational efficiency and the provision of quality care, emphasizing patient centred care as a crucial fac-tor. The study was conducted at a Type C private hospital in Jakarta, with data gathered from 208 nurses possessing over one year of experience. The analysis was performed using SmartPLS®4. The findings reveal that enhancing patient safety, employing evidence-based practice, fostering patient centred care, exhibiting positive interpersonal behaviour, and implementing clinical governance significantly improve hospital operational efficiency. Furthermore, cognitive empathy was found to moderate the effects of evidence-based practice and patient-centred care on operational efficiency, exhibiting both positive and negative impacts. The research indicates that hospital operational efficiency strongly affects the quality of care, with higher nurse perceptions being associated with better quality outcomes. The model demonstrated moderate to strong explanatory power and substantial predictive relevance, underscoring its efficacy in elucidating and forecasting quality care delivery through hospital operational efficiency. These findings underscore the necessity of integrating patient centred care and cognitive empathy into nursing practices to enhance hospital efficiency and the quality of care provided.
ANTESEDEN DAN KONSEKUENSI BRAND EXPERIENCE SEKOLAH SWASTA: STUDI EMPIRIS PERILAKU SISWA SMA XYZ DI MEDIA SOSIAL [ANTECEDENTS AND CONSEQUENCES OF PRIVATE SCHOOL BRAND EXPERIENCE: AN EMPIRICAL STUDY OF XYZ HIGH SCHOOL STUDENTS' BEHAVIOR ON SOCIAL MEDIA] Suwu, Selvi Esther; Antonio, Ferdi
Polyglot Vol 20 No 1 (2024): JANUARY
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/pji.v20i1.6568

Abstract

Technology, especially the internet, is becoming the main platform and source of learning, so students understand more about the internet and social media and this can be an experience they feel so that it is likely to be expressed on social media. Schools can see opportunities to be able to attract consumer attention with the existence of experience stories about their schools (Brand Experience) on social media through the behavior of students who write them. The purpose of this study is to examine the influence of private school Brand Experience antecedents and their consequences on the behavior of XYZ High School students on social media. The research methodology is quantitative with 196 XYZ school respondents in South Tangerang, the data obtained is processed with SMART PLS ver 3. The results obtained are evidence of the influence of antecedents, namely positive Brand Identification on Brand Experience, resulting in consequences of student behavior that tells good things and promotions about XYZ schools (Advocacy Intention and EWOM) on social media. Bahasa Indonesia Abstrak Pandemi covid 19 membuat pembelajaran di sekolah yang biasa secara tatap muka menjadi online, sehingga untuk melakukannya memerlukan pengetahuan tentang teknologi dan mengakibatkan adanya penyesuaian bagi siswa juga sekolah. Teknologi terutama internet menjadi platform dan sumber utama pembelajaran, jadi siswa tambah mengerti tentang internet dan media sosial dan hal ini bisa jadi pengalaman yang mereka rasakan sehingga kemungkinan dituangkan di media sosial. Sekolah dapat melihat peluang untuk dapat menarik perhatian konsumen dengan adanya cerita pengalaman  mengenai sekolahnya (Brand Experience) di media sosial melalui perilaku siswa yang menuliskannya. Tujuan penelitian ini adalah ingin mengkaji pengaruh anteseden Brand Experience sekolah swasta dan konsekuensinya pada perilaku siswa SMA XYZ di media sosial. Metodologi penelitian ialah kuantitatif dengan 196 responden sekolah XYZ di Tangerang Selatan, data yang diperoleh diolah dengan SMART PLS ver 3. Hasil yang didapatkan adalah adanya bukti pengaruh anteseden yaitu Brand Identification yang positif terhadap Brand Experience sehingga menghasilkan konsekuensi perilaku siswa yang menceritakan hal baik dan promosi tentang sekolah XYZ (Advocacy Intention dan EWOM) di media sosial.
Co-Authors Ade Andriani Renouw Adella, Adella Andreas Chandra Santoso Andy Andy Annamaria Gabriela Anton Wachidin Widjaja Ariana, I Made Agus Aristo, Benny Asep Hermawan Austin, Ryan Bambang, Robertus Maria Boas Handoyo Christian, Joshua Christopher Noviandi Tupang Dicky Jhon Anderson Butarbutar Dinata, Freddy Djakasaputra, Arifin Elizabeth Haryanti Evi Untoro Fatimah Malini Lubis Febby Karissa Felicia Setiawan Fitriani, Reni 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 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 Rio Alexandro Rocky Nagoya Roy G.A. Massie Sabrina O Sihombing Saksono, Lalang Santosa, Sonny Saputra, Muh Fauzan Satoto, Hari Hendriarti Selvi Esther Suwu, Selvi Esther Sembel, Jacquelinda Sandra Sidik, Nuraini Situmorang, Jimmy Muller Hasoloan Sucipto Asan Sukirman Sukirman Sutanto, Eldaa Prisca Refianti Syamsul Ph.D M.A. Hadi Tan, Pauline H. Pattyranie Tansya Sushan Purnaningrum Theresia, Sherly Tiara, Karina Tjiptabudi, Vitta Widiastuti, Annisa Zakia Wijaya, Reisa Melisa Wiyono, Stevie Pramudita Wuisan, Dewi Yuma Luqman Adhli Yusak Yusak