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All Journal Majalah Kedokteran Bandung Jurnal Anestesi Perioperatif Althea Medical Journal Global Medical and Health Communication Universa Medicina Syntax Literate: Jurnal Ilmiah Indonesia SOEPRA Jurnal Hukum Kesehatan Alignment: Journal of Administration and Educational Management Interdental Jurnal Kedokteran Gigi (IJKG) PREPOTIF : Jurnal Kesehatan Masyarakat Jurnal PORKES Journal of Economics and Business UBS Jurnal Ilmiah Wahana Pendidikan ProBisnis : Jurnal Manajemen Service Management Triangle : Jurnal Manajemen Jasa Jurnal Riset Manajemen dan Bisnis Scientia Regendi Research of Service Administration Health and Sains Healthys Indonesian Journal of Cancer Business Management Media Bina Ilmiah Innovative: Journal Of Social Science Research International Journal of Law and Society J-CEKI
Agus Hadian Rahim
Department Of Orthopaedic And Traumatology Faculty Of Medicine Universitas Padjadjaran / Dr. Hasan Sadikin Hospital Bandung
Religion Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Library & Information Science Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Business Management

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The Effect of Behaviorally Anchored Rating Scale (BARS) Implementation on Quality of Work Life Improvement with Emotional Exhaustion as a Mediating Variable among Nurses at Bhayangkara Clinic idyasanthi, Komang Ayu Sri W; Rahim, Agus Hadian; Rinawati, Rinawati
Business Management Vol 4, No 3 (2025): Business Management Agustus
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/bisnis.v4i3.9299

Abstract

This study aimed to analyze the effect of Applying Behaviorally Anchored Rating Scale (BARS), Quality of Work Life (QWL), and Emotional Exhaustion on employees, as well as to test whether Emotional Exhaustion mediates the relationship between BARS and QWL. This study employs a quantitative approach, utilizing regression analysis to examine the relationship between these variables. The results showed that BARS had a significant negative effect on Emotional Exhaustion, although the effect was relatively small. Quality of Work Life was also found to have a significant negative effect on Emotional Exhaustion, with a stronger effect than BARS. In addition, the results of this study confirm that Emotional Exhaustion mediates the relationship between BARS and Quality of Work Life, suggesting that increased BARS can improve Quality of Work Life through a reduction in the level of Emotional Exhaustion. This research makes a significant contribution to human resource management by designing policies that enhance employee well-being, such as implementing a clear performance appraisal system and improving the quality of the work environment that supports emotional well-being.
Patient Perceptions of Service Quality at dr. Charles P.J. Suoth Lanud Sam Ratulangi Hospital Using the Importance Performance Analysis (IPA) Method Syahwildan, Mhd.; Rohendi, A; Rahim, Agus Hadian
Business Management Vol 5, No 1 (2026): Business Management Februari
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/bisnis.v5i1.10382

Abstract

This study examined patient perceptions of service quality at dr. Charles P.J. Suoth Lanud Sam Ratulangi Hospital using the Importance Performance Analysis (IPA) method integrated with Servqual. A qualitative descriptive research design was employed, involving 38 inpatients selected through double sampling. Five service quality dimensions were evaluated: Tangibles, Reliability, Responsiveness, Safety, and Empathy. Servqual analysis revealed that negative gap values predominated across 19 of 27 attributes, with the Empathy dimension recording the largest mean gap (−0.25). IPA quadrant mapping identified six attributes requiring immediate improvement, four to be maintained, five of low priority, and twelve exceeding patient expectations. Improvement strategies are recommended in three domains: physical facility expansion, staff communication training, and service timeliness enforcement. The findings underscore the centrality of interpersonal dimensions—particularly Empathy and Responsiveness—in shaping overall patient satisfaction in military hospital settings.
Co-Authors . Trisnowahyuni A. Rohendi A. Rohendi, A. A.A. Ketut Agung Cahyawan W Abdul Kadir Hadar Ahmad Arif Nurrahman Ahmad Ramdan Ahmad Ramdan Ahmad Ramdan Ahmad Ramdan Ahmad Rizal Ganiem, Ahmad Rizal Ahmad Taufiq Anggi Fauziani Anisah Anisah Ari indra Susanti Ariyanto, Iwan Arnold David Pardamean Bambang Tiksnadi Cahayani, Nadia Brigita Carolus Ronald Dadang Kusnadi Dey Ravena Dhewy, Galuh Kusuma Doddy Putra Pratama Sudjana Dwi Permana Putra Eddie Imanuel Doloksaribu Egypti, Lubna Ekwandini, Dhona Rizky Erliany Syaodih Farhan Anwary Farhan Anwary Ghuna Arioharjo Utoyo Haryadi, Pande Made Doddy Hendy Rachmat Primana Herry Herman idyasanthi, Komang Ayu Sri W Johanes C. Mose Kahar Mulyani Kevin Aldio Putra Khotimah , Khusnul Laksono Trisnantoro Mohammad Hidayat Mohammad Hidayat Muhardi Ningsih, Desy Kartika Nucki N. Hidayat Nucki Nursjamsi Hidajat Nugraha, Fitrahadi Nugraha, Yudi Purnama Purwadhi Purwadhi Rahayu, Tri Wachyuni Rinawati Rinawati Rohendi, A RohendiH, A. Sagala, Rolles Samuel Jason Rolando Tua Setiawanto, Teguh Sibarani, Tagor Sofiati Dian Sri Suwarsi Sujarwinata, Tio Hara Sundari Sundari Susiarno , Hadi Sutiman B. Sumitro Sutiman B. Sumitro Syahwildan, Mhd. Tarawan , Vita Murniati Tri Yuyun Apriliandika Simak Veranita , Mira Veranita, Mira Widia Hafsyah Sumarlina Ritonga, Widia Hafsyah Sumarlina Yohanes Firmansyah Yoyos Dias Ismiarto Yusnan Yusuf Zairin Noor Zairin Noor