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Mus Aida
Esa Unggul University, Jakarta
Dentistry Education Engineering Health Professions Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary

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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.
Development Model Of Indonesian National Health Insurance (BPJS) Flow Process At Hospital Hermina Ciruas Using Lean Hospital Approach Royyadi Chandra; Nofierni Nofierni; Mus Aida
Journal of Multidisciplinary Academic Vol 5, No 1 (2021): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Abstract

This study aimed to discuss the flow of outpatient care process of Indonesian National Health Insurance (BPJS by customer perception and standards time at Hermina Ciruas Hospital using Lean Hospital approach. In order to achieve the result, we obtain empirical evidence of the outpatient service process and provide proposed improvements from in-depth interview in outpatient BPJS. In addition, we proposed qualitative by using time-motion studies with observation method and in-depth interview in outpatient BPJS. Here the research was carried out in an outpatient installation at Hermina Ciruas Hospital with data analysis using lean hospital approach (Visio software device). The limitations in the process of this study subjectivity in observation collection of inevitable data due to, the calculation of time in each related unit is carried out by the researchers themselves. The results show average patient service process time is 299 minutes with the assessment of activity value added 26 minutes with the assessment of non-value with activities 273 minutes.it’s identifies waste in the outpatient service process. The findings on the processing data of outpatient services BPJS is still waste and amount of non- value added is poor. Therefore, the improvement efforts are needed for service efficiency on BPJS performance. The proposed improvements through the application of future state value stream map with, proposed blueprint of BPJS outpatient services, socialization of outpatient registration using Hermina mobile app (will get the ticket code used for activation at the queue counter), and discipline the presence of doctors. Keywords : lean hospital, process flow, waiting time, outpatient
Building Trust With CSR In Outpatient installation of Dinda Hospital Tangerang Tuti Ona; Mus Aida; Kemala Rita Wahidi
Journal of Multidisciplinary Academic Vol 4, No 4 (2020): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Abstract

This study aims to analyse the significant relationship between PPA competence and hospital facilities to patient loyalty with trust as an intervening variable in the outpatient installation of Dinda Hospital Tangerang, either partially or simultaneously. The research methodology uses a quantitative approach with the path analysis method using the Structural Equation Modelling equation. The sample was taken by using purposive sampling technique. The number of respondents is 100 patients with a minimum visit of 2 (two) times. The results showed that the competence and hospital facilities with trust have a significant relationship together with patient loyalty simultaneously; Competence has a significant positive relationship to trust; Hospital facilities have a significant positive relationship to trust; Competence has a significant positive relationship directly to patient loyalty; Hospital facilities have a positive and significant relationship directly to patient loyalty; Trust has the strongest significant positive relationship to patient loyalty; The relationship between competence and patient loyalty indirectly through the intervening variable trust has a positive relationship and a significant level stronger than directly; and the relationship between hospital facilities and patient loyalty directly has a positive relationship and a significant level stronger than indirectly through the intervening variable trust. The managerial implication of this research is an increase in CSR activities to grow up customer trust.
Does Knowledge Management Affect Competence and Workload in Nurses' Work Performance at Mitra Medika Pontianak Hospital Budi Budi; Rina Anindita; Mus Aida
Jurnal Health Sains Vol. 3 No. 8 (2022): Jurnal Health Sains
Publisher : Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/jhs.v3i8.563

Abstract

In the management of hospital management, it appears that there are problems in terms of nurses' work performance that is not optimal. This is thought to be influenced by various factors, including competence, workload, and knowledge management. So this study aims to describe, analyze, and determine the effect of competence, workload, and knowledge management on the performance of nurses at Mitra Medika Hospital Pontianak. This study analyzed the problem, using 148 respondents. The data collection technique used a survey method with a closed questionnaire. Data analysis was carried out by path analysis using SPSS software version 18.00. From the results of the study, it was found that the competence variable had an influence on work performance with a beta value of 0.316, a significance of 0.000; Workload has no effect on work performance with a beta value of 0.086, a significance of 0.86; Knowledge management has a significant effect on work performance with a beta value of 0.525, a significance of 0.000. Knowledge management is the variable with the most dominant influence on work performance.
Building Employee Engagement to Achieve the Vision and Mission of Satya Negara Hospital Deasy Nurindah Sari; Mus Aida; Rokiah Kusumapradja
Journal of Multidisciplinary Academic Vol 7, No 1 (2023): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Abstract

This study aims to analyze the jointly significant influence of internal marketing, self-efficacy, and employee engagement on the achievement of the Vision and Mission of Satya Negara Hospital. A quantitative approach with path analysis method using the Structural Equation Modeling equation was used as the methodology of this study. The sampling technique was carried out by purposive sampling as much as 63 respondents. It is based on the number of health workers with permanent employee status at Satya Negara Hospital. The results show that Internal Marketing, Self-Efficacy, and Employee Engagement have a significant influence on the achievement of the Vision and Mission of Satya Negara Hospital. Partially, Internal marketing directly has a significant positive influence on the achievement of the Vision and Mission of the Satya Negara Hospital. Internal Marketing also has a partially significant positive effect on Employee Engagement at Satya Negara Hospital. On the other hand, Self-efficacy has a significant positive effect on Employee Engagement at Satya Negara Hospital partially. Self- efficacy directly has a significant and weak positive influence on the achievement of the Vision and Mission of the Satya Negara Hospital partially. Furthermore, Employee Engagement directly has a significant positive effect on the achievement of the Vision and Mission of the Satya Negara Hospital partially. Internal marketing indirectly has a significant positive influence on the achievement of the Vision and Mission of the Satya Negara Hospital through the variable employee engagement intervening. Self-efficacy indirectly has a significant positive effect on the achievement of the Vision and Mission of the Satya Negara Hospital through the intervening variable employee engagement. The findings of this study are that Employee Engagement acts as a partial mediation variable to provide a strong indirect influence on Self-Efficacy towards the Achievement of the Vision and Mission of Satya Negara Hospital. The managerial implication of this research is to improve the remuneration system and rewards obtained by health workers fairly and appropriately based on the individual performance of health workers.
Co-Authors Budi Budi Deasy Nurindah Sari Endang Ruswanti Kemala Rita Wahidi Luhur Sukamuljo Nofierni Nofierni Rina Anindita Rokiah Kusumapradja Royyadi Chandra Tuti Ona