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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
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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.
BRANDING IMPACT IN HOSPITALS Wuisan, Dewi; Bernarto, Innocentius; Bambang, Robertus Maria; Antonio, Ferdi; Aristo, Benny
Proceeding National Conference Business, Management, and Accounting (NCBMA) 7th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

This study aims to explore the influence of hospital branding on patient perception, satisfaction, and loyalty. A strong hospital brand can enhance patient trust and satisfaction, which in turn increases patient loyalty. The material presented includes an introduction to the brand and its impact on the hospital. The participants included 104 individuals from all Siloam hospital group hospitals who hold managerial positions, including doctors and healthcare professionals. This result indicates the importance of effective brand management in the healthcare sector to achieve competitive advantage, with 90% of participants understanding this. These findings have practical implications for hospital managers in developing marketing strategies focused on brand building and strengthening.
Faktor-faktor yang memengaruhi pengalaman merek ramah lingkungan dan dampaknya pada intensi perilaku konsumen hijau Sucipto Asan; Ferdi Antonio
Jurnal Manajemen Maranatha Vol 22 No 2 (2023): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v22i2.6080

Abstract

Researchers have worked hard for many years to investigate the factors that influence pro-environmental behavior and still found inconsistent result of the predictors. Therefore, there is a need to identify other potential environmental behavior predictors. The intention of this study is to investigate the drivers of green brand experience and its impact on pro-environmental behavioural intentions. This study analyzes 229 customers of green beauty and personal care brand in Indonesia using quantitative method with non-probability purposive sampling technique. This study found that only interactivity and green informativeness in social media marketing management activities have positive and significant influence on the green brand experience. While entertainment, customization, and WOM have entertainment, customization, and WOM insignificant influence. This study also found that green brand experience has positive and significantly influenced customer co-creation participation, repurchase, as well as green word of mouth intention. The findings contribute to the development theory of brand experience and Technologies for the Pro-Ecological Action Model. This study also contributes to the management of social media activities in enhancing green brand experience and promoting pro-environmental behavioural intentions that benefit both the brand and the environment.
Human Resource Planning in Building Employee Commitment Amidst the Challenges of Mental Health Issues Saksono, Lalang; Antonio, Ferdi; Sukirman, Sukirman; Lubis, Fatimah Malini; Santosa, Sonny
International Journal Of Education, Social Studies, And Management (IJESSM) Vol. 5 No. 2 (2025): The International Journal of Education, Social Studies, and Management (IJESSM)
Publisher : LPPPIPublishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52121/ijessm.v5i2.837

Abstract

Current issues in human resource management include various challenges and trends faced by companies today. This study aims to provide an understanding of the literature on human resource planning in building employee commitment amidst the challenges of mental health issues. This study uses literature research to realize the objectives of this study. The written sources used in this study certainly come from secondary data. The secondary data in question are written sources such as books, journals, articles, and research reports. The results of the study showed that Clark's theory explains that proper human resource planning will create good mental health, which has a positive impact on building employee commitment and efforts to balance work life with personal life, which can affect employee mental health.
PEMBERDAYAAN UMKM DALAM MEMAKSIMALKAN BRAND AWARENESS DI ERA DIGITAL Dicky Jhon Anderson Butarbutar; Ferdi Antonio; Ilfi Rahmi Putri; Muhamad Rusadi Letasado; Syamsul Hadi
J-ABDI: Jurnal Pengabdian kepada Masyarakat Vol. 5 No. 3: Agustus 2025
Publisher : Bajang Institute

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Abstract

Tujuan pengabdian kepada masyarakat ini adalah sosialisasi pentingnya pemberdayaan usaha mikro, kecil, menengah (UMKM) di Indonesia dalam memaksimalkan brand awareness di era digital. Kegiatan pengabdian kepada masyarakat ini dilaksanakan secara online menggunakan aplikasi konferensi video dari Google yaitu Google Meet. Sasaran pengabdian kepada masyarakat ini adalah pelaku usaha mikro, kecil, dan menengah (UMKM) di Indonesia yang belum atau sudah terlibat dalam pemanfaatan digitalisasi. Kegiatan pengabdian kepada masyarakat ini menggunakan pendekatan sosialisasi. Sosialisasi ini membutuhkan data sekunder sebagai bagian pelengkap kegiatan, seperti sumber-sumber dari buku, jurnal, dan data pemerintahan. Kegiatan pengabdian kepada masyarakat ini menarik kesimpulan pentingnya brand awareness sebagai tingkat pengenalan dan ingatan konsumen terhadap suatu merek atau produk yang ditawarkan oleh pelaku usaha mikro, kecil, menengah (UMKM) di era digital. Langkah-langkah pemberdayaan usaha mikro, kecil, menengah (UMKM) dalam memaksimalkan brand awareness di era digital adalah tujuan dan target audiens, membangun identitas merek yang kuat, dan optimalkan media sosial.
Optimizing Enchanced Recovery After Caesarean Section (ERACS): an Important-Performance Mapping Analysis (IPMA) Approach Tansya Sushan Purnaningrum; Ferdi Antonio
Jurnal Ad'ministrare: Jurnal Pemikirian Ilmiah dan Pendidikan Administrasi Perkantoran Volume 12, Issue 2, 2025
Publisher : Pendidikan Administrasi Perkantoran, Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71309/administrare.v12i2.9261

Abstract

Enhanced Recovery After Caesarean Section (ERACS) is an evidence-based, multidisciplinary approach aimed at accelerating postoperative recovery without compromising patient safety. This study employed a descriptive qualitative method through a narrative literature review. The findings highlight three key factors for successful ERACS implementation: clinical autonomy of obstetricians, which allows for more adaptive and patient-centered decisions; patient experience, supported by effective communication and involvement in decision-making; and hospital efficiency, including optimized scheduling, resource availability, and interprofessional collaboration. These components are interrelated and mutually reinforce ERACS outcomes. Recommendations include continuous training for healthcare providers, development of evidence-based clinical guidelines, and increased patient engagement.
The Nexus of Cancer Patient Experiential Satisfaction on the Intention to Recommend Harjono, Eko Ivan; Antonio, Ferdi
Jurnal Kesehatan Masyarakat Vol. 20 No. 3 (2025)
Publisher : Universitas Negeri Semarang in collaboration with Ikatan Ahli Kesehatan Masyarakat Indonesia (IAKMI Tingkat Pusat) and Jejaring Nasional Pendidikan Kesehatan (JNPK)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/kemas.v20i3.3405

Abstract

This research aims to test and analyze the relationship of antecedents of patient experience measured by the CPEQ (The Cancer Patient Experience Questionnaire) instrument which consists of service by ward nurse, service by specialist, service by ward doctor, information, and hospital staff coordination. Further its impact on the intention to recommend the respective private hospital. This research was accomplished with a quantitative survey and using a cross-sectional approach. Respondents were taken by purposive sampling who had been treated at a private special cancer hospital in Jakarta. A total of 192 respondents met the requirements and were analyzed using PLS-SEM. The results showed that the six antecedents have a significant and positive relationship with cancer patient experiential satisfaction and encouraging patient intention to recommend the hospital. The strongest relation was found in the service by specialist doctors followed by hospital standards, service by nurse wards, and information. The findings in this study establish the positive relation between cancer experiential satisfaction and the intention to recommend the hospital.
Diabetes Treatment Satisfaction on Hospital Outcome through Patient Empowerment Tjiptabudi, Vitta; Antonio, Ferdi
Jurnal Kesehatan Masyarakat Vol. 20 No. 3 (2025)
Publisher : Universitas Negeri Semarang in collaboration with Ikatan Ahli Kesehatan Masyarakat Indonesia (IAKMI Tingkat Pusat) and Jejaring Nasional Pendidikan Kesehatan (JNPK)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/kemas.v20i3.12425

Abstract

This study examines the relationship between Patient Satisfaction with Diabetes Treatment and Hospital Reputation, with Patient Empowerment and Well-being acting as mediators. Additionally, this study includes Lifestyle as the moderating component. This quantitative, cross-sectional study employs a survey methodology using a structured questionnaire of respondents selected by quota sampling. A total of 160 respondents were obtained from two private hospitals. Data was analyzed using Partial Least Square Structural Equation Modelling (PLS-SEM). Diabetes Treatment Satisfaction is assessed as a higher-order construct (HOC) consisting of dimensions of Patient Empowerment as a lower-order construct (LOC). The three LOCs are Patient Control, Patient Participation, and Patient Support. This study employs a disjoint two-step methodology. The research findings indicate a strong and positive relationship between Diabetes Treatment Satisfaction and Hospital Reputation mediated by Patient Empowerment and Patient well-being. The indirect effect is statistically significant (p-value < 0.05, CI 95%). The analysis also reveals a strong relation between Patient Well Being and Hospital Reputation (β=0.842, f2=2.427). However, the Lifestyle variable did not substantially relate to the relationship between Diabetes Treatment Satisfaction and Patient well-being. This study model has been empirically validated to provide sufficient explanatory and predictive capacities for assessing hospital reputation.
Organizational Factors Affecting Adoption of Electronic Medical Record (EMR) with Moderation of Openness to Experience Lee, Jemimah Kezia; Antonio, Ferdi
Jurnal Kesehatan Masyarakat Vol. 21 No. 1 (2025)
Publisher : Universitas Negeri Semarang in collaboration with Ikatan Ahli Kesehatan Masyarakat Indonesia (IAKMI Tingkat Pusat) and Jejaring Nasional Pendidikan Kesehatan (JNPK)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/kemas.v21i1.13796

Abstract

Adopting electronic medical records (EMR) in type C hospitals is essential for improving patient quality and safety. However, resistance within the healthcare industry and reluctance to accept new technologies present significant barriers. This delay in EMR implementation affects the quality of patient care and public health. This research aims to analyze the organizational factors that influence the adoption of Electronic Medical Records (EMR). There are six independent variables related to the organization, namely Management Support, Adequate Training, Patient Safety Climate, Physician’s Involvement, Physician’s Autonomy, and Patient Relationship. These variables are related to two mediating variables from the Technological Acceptance Model (TAM) theory, Perceived Usefulness and Perceived Ease of Use, which directly influence EMR adoption, moderating by Openness to Experience. The method used in this research was a survey of medical health workers whose work was related to EMR. Cross-sectional data were taken from 205 respondents from two type C private hospitals in December 2023. The data analysis method used was Partial Least Squares-Structural Equation Modeling (PLS-SEM). The research findings show sufficient evidence to state that all independent variables have a significant and positive influence on Perceived Usefulness and Perceived Ease of Use (P-value <0.05, CI 95%). The strongest influence was found in Patient Relationship (β=0.501) and Patient Safety Climate (β=0.404). The results of this research can provide suggestions for improving patient conditions and illnesses, thereby enhancing the quality of care and benefiting the overall health of communities through the implementation of EMR.
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