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Endang Ruswanti
Esa Unggul University, Jakarta
Education Engineering Social Sciences

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Hospital Image and Service Quality Are Not Able to Provide Patient Satisfaction and Loyalty Effect Luhur Sukamuljo; Endang Ruswanti; Mus Aida
Journal of Multidisciplinary Academic Vol 5, No 4 (2021): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Abstract

Patient loyalty to a hospital is the key to the development of the hospital. Satisfaction with perceived performance and the presence of emotional ties based on patient experience gives rise to trust over a long period of time. The ability of hospitals to provide quality services supported by a good hospital image will create patient satisfaction and impact on patient loyalty. This study aims to provide empirical evidence of the influence of hospital image and service quality on patient loyalty mediated by satisfaction. The research method used is quantitative methods with the type of causality research. Data source is primary. Unit analysis of inpatient patients. Data analysis with path analysis. The results showed that simultaneously the image of the hospital and the quality of service had a positive and significant effect on patient loyalty with patient satisfaction as intervening. Partially, service quality has a positive and significant effect on patient satisfaction, hospital image has no effect on patient satisfaction, patient satisfaction and hospital image have positive and significant effect on patient loyalty, service quality has no effect on patient loyalty, hospital image research findings do not affect patient satisfaction and service quality does not affect patient loyalty.
Analysis on Value Perception, Word of Mouth, Price, and Trust towards Patient Loyalty at Proklamasi Hospital, Jakarta Carolina Carolina; Endang Ruswanti; Rian Adi Pamungkas
Journal of Multidisciplinary Academic Vol 5, No 2 (2021): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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The decrease upon return visits in hospital becomes an indicator of patient loyalty. Thus, in this study aimed to obtain correlation on value perception, word of mouth, price and trust towards patient loyalty at Proklamasi hospital, Jakarta. The several variables such as value perception, word of mouth, price, trust and loyalty are performed in this study. The population of this study taken from ongoing patients at Proklamasi hospital, Jakarta. In addition, the samples observation of this research are 200 respondents using Hair method. This study also uses a cross-sectional study design to obtain correlation between dependent and independent variables with. path analysis test. The results show a determinant value of covariance matrix can be achieved. Around 1208.180 (positive results and greater than 0.000). thus, in this study we find that no multicollinearity while, the measurement model test by using Chi-square method is 0,000 (the value is small so that the simultaneous test is accepted). In addition, if the degree of freedom is 0 it’s indicates that the first hypothesis (H1) is accepted. Thus, the positive correlation on value perception, word of mouth, and trust towards patient loyalty. On the contrary, price has no effect on patient loyalty. Furthermore, word of mouth has the greatest influential value of all. Value perception, word of mouth, and price can directly increase patient loyalty without being influenced by trust.
The Medical Doctor Knowledge, Medical Resume, BPJS Claim Process, and Doctor Compliance Behavior to Filling a Medical Resume At X Hospital Jatinegara Adisti Indah Lestari; Endang Ruswanti; M. Reza Hilmy
Journal of Multidisciplinary Academic Vol 4, No 5 (2020): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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This study aims to determine claim process on Indonesian health insurance (BPJS Kesehatan) related to administration for medical doctors related knowledge, medical resumes, and doctors' compliance in filling out medical resumes. The research approach with a quantitative method using path analysis design. The primary data collection method was obtained through observation with 100 medical record documents, sample counting using the Slovin formula with secondary data by in-depth interviews over five informants, doctor in charge of the patient, medical record officer, BPJS officer and two management people. The results showed knowledge had a significant effect on the compliance behaviour of doctors in filling the Medical Resume, compliance behaviour showed a significant effect on the BPJS claim process, and knowledge showed a significant effect on the BPJS claim process. Thus, the research findings related to the BPJS claim process occurred due to incomplete medical records especially data support, identity data with doctor's diagnosis and incorrect code entry. The implication of the research results for hospital management is necessary to increase the supervision of filling the Medical Resume in collaboration with the medical committee team. Problems found in filling out the Medical Resume are discussed and resolved together by involving all stakeholders.
Communication Effectiveness of Doctors and Patients, Loyalty, Word of Mouth, On Repurchase Intentions at District Public Hospital Tangerang, Indonesia Rini Handayani; Endang Ruswanti; Mohamad Reza Hilmy; MF. Arrozi Adhikara
Journal of Multidisciplinary Academic Vol 5, No 4 (2021): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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The dynamic state of society and the economy is sufficient, and the ease of access to information also influences patients’ choice of health care providers. The delivery of information between patients has a strong influence on the determination of the choice of service facilities that provide health services, due to service satisfaction and loyalty felt by the patients themselves, which will lead to the desire or intention to choose and reuse services in the hospital. The purpose of this study is to examine the impact of effective communication, patient loyalty, Word of Mouth on the intention to return to the Tangerang District General Hospital. A total of 105 patients were included in this quantitative study. Structural Equation Modelling analysis tool with Path Analysis statistical test was used in this study. The results showed that the effective communication between doctor and patient has a significant positive effect on patient loyalty. The influence of Word of mouth has direct impact on the intention to visit the hospital. Without word of mouth, effective communication and patient loyalty towards the wish to return to the hospital are possible.
Patient Identification Impact Towards Patient Safety Laurensia Brigitta Astinawati; Ratna Indrawati; Rokiah Kusumapradja; Endang Ruswanti
Journal of Multidisciplinary Academic Vol 5, No 4 (2021): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Abstract

The big issue that was happened in X Hospital particularly in 2018 is mainly related to the patient’s status assessment and effective communication. It focuses on reporting critical laboratory value which can inhibit the follow-up of treatment and patient safety. This research aims to provide empirical evidence of patient identification effect and effective communication of patient safety through the quality of hospital services. A quantitative analytical method with a causality research design was used as the research method. The analysis unit is the inpatient unit in X hospital. In this study, the multinomial logistic analysis and multiple regression were used for data analysis. The results of this research showed that the patient’s identification and effective communication as well as the quality of hospital services were significantly affected to patient safety. In this study, we obtain the patient identification has positively affected and significant on patient safety and quality of hospital services. For the effective communication, which focuses on reporting critical laboratory value, does not affected patient safety and quality of hospital services. Quality of hospital services does not mediate patient safety cause patient’s identification, and effective communication influence directly on patient safety.
The Influence of Competence, Service Performance Through A Service Quality Over Midwife units in Banten Hospital Theresia Sri Lestari; CSP Wekadigunawan; Endang Ruswanti
Journal of Multidisciplinary Academic Vol 4, No 4 (2020): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Abstract

The main problem in this study is faced by the Indonesian nation is health problems in the group of mothers and babies. Here, the patients' perceptions have competence of midwives, a service performance were needed to assess the quality of service in the midwifery unit at Banten Hospital (RSUD Banten). Thus, there is an effect of perceptions of the quality of midwifery services on patient satisfaction at the Barru Sulawesi Hospital inpatient. The purpose of this study was to analyse the influence of the competence of midwives, the performance of midwifery services on the quality of service in the midwifery inpatient unit Banten Hospital (RSUD Banten). In this study, the quantitative research method involved a sample of 150 people. The data were processed using the Path statistical test (path analysis) of the Amos program. The results showed that there was no positive effect of midwifery competence on the quality of midwifery services, there was a positive effect of midwifery competence on the performance of midwifery services with a positive effect of midwifery service performance on the quality of midwifery services. It was found that patients in the midwifery ward did not directly experience the quality of midwifery services through the competence of midwives. The competence of midwives first affects the performance of midwifery services and then affects the quality of midwifery services. Improving the quality of midwifery services is a top priority due to patient perceptions of the good quality of midwifery services will have an impact on the good performance of midwifery services and the level of competency of midwives in hospitals. Managerial implications become input for the midwifery inpatient room of Banten Hospital, the need to improve the competence of midwives in techniques for better education and midwifery services through training and minimizing deficiencies to improve the quality of midwifery services according to patient expectations.
Co-Authors Adisti Indah Lestari Carolina Carolina CSP Wekadigunawan Laurensia Brigitta Astinawati Luhur Sukamuljo M. Reza Hilmy MF. Arrozi Adhikara Mohamad Reza Hilmy Mus Aida Ratna Indrawati Rian Adi Pamungkas Rini Handayani Rokiah Kusumapradja Theresia Sri Lestari