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All Journal International Journal of Economics and Management Sciences International Journal of Economics, Management and Accounting International Journal of Health and Medicine Management Dynamics: International Journal of Management and Digital Sciences Global Management: International Journal of Management Science and Entrepreneurship Jurnal Cinta Nusantara
Rokiah Kusumapradja
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Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Health Professions Medicine & Pharmacology Public Health Social Sciences Other

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Determinants of Experiential Marketing on the Intention to Use Outpatient Services in Class C Hospital Lucki Lucki; MF. Arrozi Adhikara; Rokiah Kusumapradja
Management Dynamics: International Journal of Management and Digital Sciences Vol. 2 No. 4 (2025): International Journal of Management and Digital Sciences
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/managementdynamics.v2i4.486

Abstract

Introduction: Experiential marketing has become a growing trend in promotional activities by emphasizing personalization and active customer involvement. Preliminary observations indicate a decline in outpatient visits among patients with general insurance and non-JKN coverage in 2023, which may be influenced by a decrease in their intention to use outpatient services. This condition highlights the need for hospitals to implement experiential marketing strategies to enhance patient interest and experience. Objective: This study aims to empirically examine the influence of patient experience and service perception on the intention to use outpatient services, with Strategic Experiential Modules (SEMs) as an intervening variable. Methods: This quantitative research employs a causal design involving outpatient service users as the population. A non-probability sampling technique was used, yielding 249 respondents. Data were collected using a questionnaire and analyzed using Structural Equation Modeling (SEM) with AMOS software. Results: The findings reveal that patient experience and service perception simultaneously have a significant positive influence on the intention to use outpatient services through SEMs. Service perception directly shows a significant positive effect on both SEMs and intention to use outpatient services, while SEMs also significantly enhance usage intention. Service perception emerges as the dominant variable in increasing SEMs and usage intention, whereas patient experience has the weakest effect. Conclusion: Patient experience and service perception collectively influence the intention to use outpatient services with SEMs as an intervening variable. Strengthening Customer Relationship Management is essential by improving human resources and optimizing service asset.
EFFECT OF WORKLOAD, COMPENSATION, AND CLAN ORGANIZATION CULTURE ON NURSE TURNOVER INTENTION ANALYSIS AT SENTRA MEDIKA SANGGAU HOSPITAL Windy Ratu Dewi; Erry Yudhya Mulyani; Rokiah Kusumapradja
Jurnal Cinta Nusantara (JCN) Vol. 1 No. 2 (2023): JURNAL CINTA NUSANTARA
Publisher : CV. Bunda Ratu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63754/jcn.v1i2.20

Abstract

Increased turnover of employees, particularly nursing staff, in healthcare institutions, especially hospitals, can reduce service quality and even result in losses. The best single predictor of employee turnover behavior is turnover intention. Employee turnover can be avoided by lowering the turnover intention. This study intends to investigate the effect of workload, compensation, and clan organization culture on turnover intentions. The study employed a quantitative approach as well as a questionnaire-based survey method. The population consists of the entire nursing staff at the Sentra Medika Sanggau Hospital. Total sampling is used in this study, with a total sample of 47 respondents. Multiple linear regression analysis is used in data analysis methods. The workload, compensation, and clan organization culture both simultaneously or partially have significant effects on the turnover intention of the nurses at Sentra Medika Sanggau Hospital. Implications for managers: migration of manual medical records to electronic medical records, enhancement of compensation, and enhancement of clan organization culture implementation
ANALYSIS OF THE INFLUENCE OF ATTITUDES AND LEADERSHIP TRANSFORMATION ON LOYALTI AND EMPLOYEE PERFORMANCE WITH WORK MOTIVATION AS AN INTERVENING VARIABLE AT RSUP DR. SITANALA IN THE TIME OF A PANDEMIC Channesya Meilinsye Sampetoding; Rian Adi Pamungkas; Rokiah Kusumapradja
Jurnal Cinta Nusantara (JCN) Vol. 1 No. 2 (2023): JURNAL CINTA NUSANTARA
Publisher : CV. Bunda Ratu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63754/jcn.v1i2.23

Abstract

Transformational leadership is characterized as a leader who focuses on achieving changes in the values, beliefs, attitudes, behavior, emotions, and needs of subordinates towards better changes in the future. This transformational leadership creates a positive attitude of employees and increases the motivation of employees. The existence of positive work motivation can improve employee performance which in turn affects employee loyalty. The purpose of this study was to analyze the effect of attitude and transformational leadership on employee loyalty and performance with work motivation as an intervening variable at RSUP dr. Sitanala in the Time of a Pandemic. This research is an explanatory research with a quantitative approach in the form of using causality hypotheses with a sample of 136. In this study, it was found that transformational attitudes and leadership have a positive effect on performance and loyalty through work motivation. Based on the analysis, the conclusions that can be put forward in this study are as follows: attitude and transformational leadership have a significant positive effect on employee loyalty and performance through work motivation. The implications of this research theoretically will prove the influence of research variables and managerially will further improve the leadership style and attitudes of employees in the hospital.
THE INFLUENCE OF PATIENT EXPERIENCE, ACCESSIBILITY, BRAND IMAGE ON THE INTEREST OF REPEAT VISITS OF MERIAL TOWER INPATIENTS AT PELNI HOSPITAL Ruth Novia Elnasanti; Rian Adi Pamungkas; Intan Silviana Mustikawati; Rokiah Kusumapradja
Jurnal Cinta Nusantara (JCN) Vol. 3 No. 2 (2025): JURNAL CINTA NUSANTARA
Publisher : CV. Bunda Ratu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63754/jcn.v3i2.93

Abstract

Revisit intention can be interpreted as the patient's attitude in deciding whether the hospital will be chosen again for health activities. Many variables influence revisit intention, but in this study the variables are limited to patient experience, accessibility, and brand image. The purpose of this study was to analyze partially and simultaneously the influence of patient experience, accessibility, and brand image on the revisit intention of inpatients at Merial Tower, Pelni Hospital. This study was conducted using a quantitative analysis method on a population of 125 Merial Tower inpatients at Pelni Hospital. From this population, a purposive sampling technique was used to determine the number of samples to be studied, which was 95 samples. Questionnaires were distributed to all samples, and the results were analyzed using SPSS 24. Based on the test results, it was found that patient experience, accessibility, and brand image had a significant simultaneous effect on the revisit intention of Merial Tower inpatients at Pelni Hospital. Partially, patient experience, accessibility, and brand image were each found to have a positive effect on the revisit intention of Merial Tower inpatients at Pelni Hospital. Keywords: Patient Experience, Accessibility, Brand Image, Revisit Interest
THE ROLE OF CLINICAL LEADERSHIP AND WORK ENGAGEMENT IN IMPROVING PATIENT SAFETY CULTURE: INTERPROFESSIONAL COLLABORATION MEDIATOR AT EMHAKA HOSPITAL Meilyana Maria Isabela Kwary; Rokiah Kusumapradja; Erry Yudhya Mulyani
Jurnal Cinta Nusantara (JCN) Vol. 3 No. 2 (2025): JURNAL CINTA NUSANTARA
Publisher : CV. Bunda Ratu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63754/jcn.v3i2.100

Abstract

This study is motivated by the importance of building an effective patient safety culture in the hospital environment, which can be influenced by factors such as clinical leadership and work engagement. This study aims to analyze the effect of Clinical Leadership and Work Engagement on patient safety culture mediated by Interprofessional Collaboration of nurses at Emhaka Hospital. The research design used was quantitative with a cross-sectional approach. The study sample consisted of 118 nurses selected using purposive sampling techniques and calculated using saturated side. Data were collected through a 4-point Likert scale questionnaire, which included the variables of Clinical Leadership, Work Engagement, Interprofessional Collaboration, and Patient Safety Culture. Data analysis was performed using SEMP-PLS (Structural Equation Modeling Partial Least Squares) software. The results showed that Clinical Leadership and Work Engagement had a significant effect on Patient Safety Culture, both directly and through the mediation of Interprofessional Collaboration. These findings emphasize the importance of improving clinical leadership and nurse involvement in improving interprofessional collaboration, which in turn can strengthen patient safety culture at Emhaka Hospital. This study contributes to the development of hospital policies that focus on improving patient safety through effective leadership and increasing nurse work engagement. Keywords: Clinical Leadership, Work Engagement, Patient Safety Culture, Interprofessional Collaboration
Influence of Healthscapes and Mimetic Desire on Birthing Place Choice Mediated by Perceived Value Namira Azzahra; MF Arrozi Adhikara; Rokiah Kusumapradja
International Journal of Health and Medicine Vol. 3 No. 1 (2026): January : International Journal of Health and Medicine
Publisher : Asosiasi Riset Ilmu Kesehatan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijhm.v3i1.598

Abstract

RS at Kemayoran continues to experience low conversion of antenatal care (ANC) patients to delivery services, with a conversion rate of 6.9% in 2024. The maternity ward Bed Occupancy Rate (BOR) also remains below national standards. Preliminary assessments indicate dissatisfaction with the hospital’s healthscape, low mimetic desire reflected in limited recommendations, and suboptimal perceived value. This study examines the effects of healthscape and mimetic desire on childbirth location decisions, with perceived value tested as a mediating variable.Methods: A quantitative cross-sectional study was conducted using Structural Equation Modeling (SEM). Data were collected from 210 ANC patients at RSUD Kemayoran through structured questionnaires. Variables included healthscape, mimetic desire, perceived value, and delivery location decision. All instruments met validity and reliability criteria.Results: Healthscape and mimetic desire significantly influenced the decision to choose RSUD Kemayoran for childbirth. Healthscape did not significantly affect perceived value, whereas mimetic desire showed a significant effect. Perceived value had a significant direct effect on delivery decisions but did not mediate the relationships between healthscape or mimetic desire and delivery choice. Healthscape emerged as the most influential determinant.Conclusion: Physical healthcare environments play a critical role in childbirth location decisions. Improving healthscape quality and strengthening professional and social recommendations may enhance ANC-to-delivery conversion rates in public hospitals.
Service Quality and Communication Mediating Services-cape Effects on Patient Experience in Pharmacy Installation Ketut Yuliani Wijaya; Rokiah Kusumapradja; Muhammad Fachruddin Arrozi
Global Management: International Journal of Management Science and Entrepreneurship Vol. 3 No. 1 (2026): February: Global Management: International Journal of Management Science and En
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/globalmanagement.v3i1.524

Abstract

Patient experience reflects patient’s comprehensive perceptions of service quality, the physical environment, and communication with healthcare providers. This study was motivated by the need to foster positive patient experience in the Pharmacy Installation of Graha Sehat Hospital, Probolinggo through improvements in service quality, servicescape, and effective communication. The objective of this research was to analyze the effects of service quality and servicescape on patient experience, with effective communication serving as an intervening variable. A quantitative approach was employed using Structural Equation Modeling (SEM) with AMOS. A total of 180 outpatient pharmacy patients were selected through voluntary sampling, with the sample size determined based on Hair’s method. The findings indicate that service quality, servicescape, and effective communication simultaneously exert a positive and significant effect on patient experience. Partially, service quality has a positive and significant effect on patient experience, while servicescape does not have a direct significant effect on patient experience. Effective communication, however, demonstrates a positive and significant influence on patient experience. Furthermore, effective communication significantly mediates the relationship between servicescape and patient experience, but it does not mediate the relationship between service quality and patient experience. The managerial implications for hospital management highlight the need to strengthen service quality improvement strategies, optimize spatial layout and environmental comfort in the pharmacy setting, and establish concise communication standards that include essential medication counseling points. Such measures are necessary to ensure that communication quality remains consistent, even during peak patient volume periods with limited-service time.
The Influence of Self-Compassion and Mindfulness on Nurses’ Caring Behavior Lia Winarti; Rokiah Kusumapradja; Idrus Jusat
International Journal of Economics and Management Sciences Vol. 3 No. 1 (2026): February : International Journal of Economics and Management Sciences
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/ijems.v3i1.1163

Abstract

Caring behavior is the core of high-quality nursing services. In practice, it is influenced by various psychological factors and work-related stress. Self-compassion and mindfulness are believed to help nurses maintain emotional balance in delivering empathetic and humane nursing care. This study aims to analyze the effect of self-compassion and mindfulness on nurses’ caring behavior, with work stress as a mediating variable. A quantitative approach with a cross-sectional design was used. Descriptive analysis employed the Three Box Method, while inferential analysis used SEM-PLS. The study population consisted of all nurses at Cilincing District General Hospital (N = 113), using total sampling. The results of the study indicate that the proposed model is considered fit (p = 0.133) and appropriate for testing the influence of self-compassion and mindfulness on caring behavior, with work stress as a mediating variable. Self-compassion has a significant positive effect on caring behavior (p = 0.000), while mindfulness does not have a direct effect (p = 0.891), but shows a significant indirect effect through the reduction of work stress (p = 0.044). Both self-compassion (p = 0.029) and mindfulness (p = 0.000) negatively affect work stress. Interestingly, work stress positively influences caring behavior (p = 0.030). To enhance the influence of self-compassion and mindfulness on caring behavior, hospitals should develop psychological intervention programs based on self-compassion and mindfulness to help nurses manage stress and strengthen caring practices. A systemic approach that considers organizational factors is also necessary to support the consistent implementation of caring behavior.
Understanding Organizational Citizenship Behavior: The Roles of Personality, Work Engagement, and Work Motivation Defi Cynthia Dewi; Rokiah Kusumapradja; Duta Liana; Noorsidi Aizuddin Bin Mat Noor
International Journal of Economics, Management and Accounting Vol. 3 No. 1 (2026): International Journal of Economics, Management and Accounting
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/ijema.v3i1.1161

Abstract

This study examines the impact of personality and work engagement on Organizational Citizenship Behavior (OCB), with work motivation serving as a mediating variable, among inpatient nurses at South Jakarta Type B Hospital. OCB is crucial for enhancing organizational performance and service quality, especially in healthcare settings, where nurses' extra-role behaviors significantly contribute to patient care. The research utilized a quantitative approach with a survey design, involving 143 nurses from infection and critical inpatient wards. Data were collected through structured questionnaires and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that personality positively influences both work motivation and OCB. Work engagement also positively impacts work motivation and OCB. Additionally, work motivation significantly affects OCB and partially mediates the relationship between personality, work engagement, and OCB. These findings suggest that fostering nurses' work engagement and motivation, supported by positive personality traits, can enhance OCB, leading to better organizational performance and improved healthcare service quality.
Co-Authors Channesya Meilinsye Sampetoding Defi Cynthia Dewi Duta Liana Erry Yudhya Mulyani Intan Silviana Mustikawati Jusat, Idrus Ketut Yuliani Wijaya Lia Winarti Lucki Lucki Meilyana Maria Isabela Kwary MF Arrozi Adhikara MF. Arrozi Adhikara Muhammad Fachruddin Arrozi Namira Azzahra Noorsidi Aizuddin Bin Mat Noor Rian Adi Pamungkas Ruth Novia Elnasanti Windy Ratu Dewi