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All Journal PADJADJARAN Jurnal Ilmu Hukum (Journal of Law) Jurnal Abdimas BSI: Jurnal Pengabdian Kepada Masyarakat Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis Jurnal Berkala Kesehatan Journal of Economic, Bussines and Accounting (COSTING) Jurnal Profetik Selisik : Jurnal Hukum dan Bisnis Jurnal Yustitia PREPOTIF : Jurnal Kesehatan Masyarakat AKTUAL Nursing Care and Health Technology Journal (NCHAT) Jurnal Kajian Pariwisata Jurnal Sains Manajemen Jurnal Sosial dan Abdimas Service Management Triangle : Jurnal Manajemen Jasa ASWAJA: Jurnal Pendidikan dan Keislaman Journal of Innovation Research and Knowledge JURNAL PENELITIAN TERAPAN KESEHATAN JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Gemilang: Jurnal Manajemen dan Akuntansi International Journal of Community Service (IJCS) Journal of Artificial Intelligence and Digital Business Jurnal Riset Manajemen Journal of Knowledge Management Jurnal Ilmiah Ekonomi dan Manajemen Da'watuna: Journal of Communication and Islamic Broadcasting
Acep Rohendi
Universitas Adhirajasa Reswara
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Manajemen Risiko Pengamanan Data Pasien Dalam E-Rekam Medis di Rumah Sakit Jiwa Provinsi Sulawesi Tenggara Edy Husnul Mujahid; Acep Rohendi; Yani Restiani Widjaja; Erliany Syaodih; I Putu Sudayasa; Putu Agustin Kusumawati
Nursing Care and Health Technology Journal (NCHAT) Vol. 5 No. 2 (2025): Nursing and Health Care Technology-July to December Period
Publisher : Progres Ilmiah Kesehatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56742/nchat.v5i2.215

Abstract

Transformasi digital dalam sistem pelayanan kesehatan telah mendorong adopsi e-rekam medis (EMR) untuk meningkatkan efisiensi dan kualitas pelayanan. Namun, implementasi EMR menghadirkan tantangan baru terkait pengamanan data pasien, khususnya di rumah sakit jiwa yang menangani informasi sangat sensitif. Penelitian ini bertujuan untuk mendeskripsikan implementasi manajemen risiko pengamanan data pasien dalam e-rekam medis di Rumah Sakit Jiwa Provinsi Sulawesi Tenggara, serta mengidentifikasi kendala dan strategi mitigasi yang diterapkan. Penelitian menggunakan pendekatan kualitatif dengan metode studi kasus. Teknik pengumpulan data meliputi wawancara mendalam, observasi, dan studi dokumentasi, dengan analisis tematik terhadap data yang diperoleh. Hasil penelitian menunjukkan bahwa meskipun kebijakan dan prosedur keamanan informasi telah disusun, pelaksanaannya belum berjalan optimal. Hambatan utama yang dihadapi antara lain keterbatasan pemahaman staf, infrastruktur teknologi yang belum memadai, serta lemahnya budaya organisasi dalam mendukung perlindungan data pasien. Strategi mitigasi seperti pembentukan tim IT dan pelatihan internal telah dilakukan namun masih bersifat terbatas. Kesimpulan penelitian bahwa implementasi manajemen risiko pengamanan data pasien dalam sistem e-rekam medis di Rumah Sakit Jiwa Provinsi Sulawesi Tenggara masih belum berjalan secara optimal. Rumah sakit telah memiliki kebijakan dan prosedur dasar mengenai keamanan informasi, namun pelaksanaannya masih belum merata di seluruh unit layanan
STRATEGI BRANDING RUMAH SAKIT DALAM MEMBANGUN KEUNGGULAN KOMPETITIF DI ERA PELAYANAN KESEHATAN MODERN HOSPITAL BRANDING STRATEGIES IN BUILDING COMPETITIVE ADVANTAGE IN THE MODERN HEALTHCARE ERA Nindirah Septia; Ni Luh Putu Adinda Tasya Saraswati; Mahesa Krishna; Nadia Dara Ayundha; Nani Asrini; Acep Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.299

Abstract

ABSTRACT In an increasingly competitive healthcare industry, hospital branding has become a critical strategic instrument for sustaining competitive advantage. This literature review examines branding strategies adopted by hospitals to build competitive differentiation in the modern healthcare era. A systematic search was conducted through Google Scholar, PubMed, Garuda, and Sinta databases covering publications from 2019–2025, using keywords related to hospital branding, competitive advantage, brand image, digital marketing, and patient loyalty. A total of 30 articles met the inclusion criteria and were analyzed using a narrative review approach. Findings reveal that effective hospital branding encompasses four interrelated dimensions: (1) brand identity and image building, (2) digital marketing and social media utilization, (3) patient experience and service quality enhancement, and (4) brand equity development. Hospitals that integrate these dimensions consistently demonstrate higher patient loyalty, stronger market positioning, and superior competitive performance. The study concludes that branding in healthcare is no longer peripheral but a core strategic capability, particularly as patients increasingly behave as informed consumers who evaluate and compare healthcare providers before seeking care. Keywords: hospital branding, competitive advantage, brand equity, digital marketing, patient loyalty
KUALITAS PELAYANAN RUMAH SAKIT DAN KEPUASAN PASIEN: TINJAUAN LITERATUR BERBASIS SERVQUAL Ni Putu Novita Pradnyani; Putri Giani Purnamasari; Ivana Yolanda; Kevin Gunawan; Melvyanti Nur Fauziah; Acep Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.327

Abstract

Healthcare service quality is a strategic determinant of patient satisfaction, trust, and continuity of care. This article reviews recent evidence on hospital service quality using the SERVQUAL framework and a broader patient-centred quality perspective. A structured literature review was conducted by identifying relevant peer-reviewed studies and authoritative quality frameworks published mainly during 2016–2026, with seminal SERVQUAL and quality-assessment references retained as theoretical foundations. The synthesis shows that reliability, responsiveness, assurance, empathy, and tangibles remain useful dimensions for evaluating patients’ perceptions of service quality; however, the literature indicates that patient experience is also shaped by communication, waiting time, staffing, organisational factors, care coordination, and the broader service environment. Indonesian studies generally report a positive association between better service quality and patient satisfaction, while international systematic reviews demonstrate persistent gaps between patient expectations and perceived performance in several settings. The findings imply that hospitals should combine periodic SERVQUAL-based measurement with patient-experience indicators, process data, and continuous quality-improvement actions. Service quality management should therefore be integrated into clinical, operational, and organisational decision-making rather than treated as a one-time satisfaction survey. Keywords: hospital service quality; patient satisfaction; SERVQUAL; patient experience; healthcare quality
THE SERVICE PROFIT CHAIN DALAM ORGANISASI RUMAH SAKIT: SYSTEMATIC LITERATURE REVIEW TENTANG HUBUNGAN KEPUASAN KARYAWAN, KUALITAS PELAYANAN, DAN LOYALITAS PASIEN Lana Asfaradilla; Febryanti Febryanti; Retno Sulistianingsih; Dana Rizky Afina Rahma; Hanna Maria Binsyowi Ondi; Eveline Hongo; Acep Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.334

Abstract

The Service Profit Chain (SPC) describes a sequence from internal service quality and employee satisfaction to service value, patient satisfaction and loyalty, and organizational performance. Evidence for each link in hospitals has not been mapped systematically by pathway. To synthesize empirical evidence on employee satisfaction, service quality, patient satisfaction, and patient loyalty within the SPC framework. A systematic literature review following PRISMA 2020 was conducted using 34 queries across web-indexed sources on 21 September 2026. Thirty-seven reports were included: 31 empirical studies, 5 systematic reviews/meta-analyses, and 1 conceptual analysis. Empirical studies were appraised using three criteria adapted from MMAT 2018 and synthesized narratively. Asia contributed 74.2% of empirical studies, yet only 3 of 23 Asian studies (13.0%) included the employee side. No study measured all SPC components. Service quality was positively associated with patient satisfaction in 15 studies and patient satisfaction with loyalty in 14 studies. Employee-side relationships with patient outcomes were positive in 7 studies, although outcome measures varied. Only 3 studies examined loyalty and organizational performance, with inconsistent findings. Evidence is most consistent on the patient side, whereas the internal employee link and organizational performance link remain under-tested. A hospital SPC adaptation should incorporate trust as a mediator, employee well-being as an internal construct, contextual moderators, and feedback from performance to internal investment.
Co-Authors A Halim Ade Mubarok Agung Sunawarman Alain Vincent Beyah Albertus Dimas Aji Putra Ali Amran Amin Zainulmala Andi Fittrani Andi Yunita Himawan Arif Rachman Ashfi Millati Avicena Farhan Ramadhan Budijarto, Alifia Putri Karomah Chairil M Noor Charlene Siswar Cindy Caroline Clarissa Siswara Dana Rizky Afina Rahma Dasrun Hidayat Dasti P, Saparingga DASUKI DASUKI Denny Efendi Deri Hanafy D Diana Soesilo, Diana Edy Husnul Mujahid Een Amalia Pratiwi Enggar Widianingrum Entis Sutisna Erliany Syaodih Erliany Syaodih Eveline Hongo Fadhilah, Kiki Maharani Febryanti Febryanti Fenny Isnaeni Sholihah Firman Firdaus Firmann, Berry Fitra, Eldeast Jane Abdul Handayani, ⁠Sarry Hanna Maria Hanna Maria Binsyowi Ondi Hera Wahyuni Hidayat, Darsun Husor Wini I Nyoman I Putu Sudayasa Ignatius Wiseto Prasetyo Agung Ika Nathalia Imam Sutrisno Irwanda Irwanda Ivana Yolanda Iwan Sofyan Kahar Mulyani Kevin Gunawan Kevin Gunawan Khidir Akbar Ghofar KN, ⁠Sang Ayu Putu Novi Krisna Dewi Kristin, Jeanny Lana Asfaradilla Lana Asfaradilla Leo, Thurain Magdalena Merry Sinaulan Mahesa Krishna Maylanny Christin Melvyanti Nur Fauziah Melvyanti Nur Fauziah Merdayana Merdayana Meyta Minggar Kusumasari Millah Kamilah Muslimat Muhammad Rasil Farizi Muhammad Rifqi Al Azim Nadia Dara Ayundha Namira, ⁠Raida Namirah Namirah Nani Asrini Natalia, Cindy Neni Nuraeni, Neni Ni Luh Putu Adinda Tasya Saraswati Ni Putu Novita Pradnyani Nindirah Septia Nining Handayani Nur Afifah Lutfina Nur Syafira Ramona Nur'aeni, Nur'aeni Nurrahma U, Asrina Octaviani Octaviani Oki Adityawan Prawasari, Nindyan Purwadhi Purwadhi Putri Giani Purnamasari Putu Agustin Kusumawati R. Dicky Wirawan Listiandoko Raden Ajeng Risa Noviana Kusumaningrum Raya Esy Pantiarti Rayhana Azkiya Retno Sulistianingsih Rian Andriani, Rian Ronaldo Yusuf Pantas Sianturi Rosita Rosita Sahidillah Nurdin Sarah Nursa’diah Hidayat Saraswati, Yuni Setiatun Wahyuningsih Shafira Fitriany Shaleh Muhammad Drehem SKP, RM Syauqi Annuri Sugondo Sugondo Suhartiningsih, ⁠Sukmawati Eka Sukajie, Bambang Sutisnawati, Yayah Syafei, M. Yani Syarifuddin , Didin Thapjun, Aujchara Trisnaryan Pratama, Fahri Veranita, Mira Vorachat, Chonchanok Widya Ayu Shantika Wiryo, Purwadhi Sawal Wiseto P. Agung Yani Restiani Widjaja Yani Restiani Widjaja