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All Journal Jurnal Ekonomi : Journal of Economic Lex Jurnalica (Ilmu Hukum) Journal of Economics, Business, & Accountancy Ventura Journal of Business & Banking MAJALAH ILMIAH WIDYA Journal of Indonesian Economy and Business Jurnal Manajemen Teori dan Terapan DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Jurnal Manajemen dan Bisnis Indonesia Journal of Business and Behavioural Entrepreneurship Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Jurnal Pengabdian Masyarakat AbdiMas Aktualita Manajemen JURNAL PENDIDIKAN TAMBUSAI Jurnal Ilmu Manajemen (JIMMU) International Journal of Nursing and Health Services (IJNHS) Journal of Multidisciplinary Academic Jurnal Admmirasi MEDIA MANAJEMEN JASA Jurnal Ilmiah Manajemen Kesatuan Journal of Nursing and Public Health (JNPH) Budapest International Research in Exact Sciences (BirEx Journal) Jurnal Health Sains Jurnal Pengabdian kepada Masyarakat Nusantara International Journal Of Science, Technology & Management (IJSTM) Journal of Economics and Business UBS Prima Abdika: Jurnal Pengabdian Masyarakat Jurnal Manajemen DIVERSIFIKASI Jurnal Impresi Indonesia ProBisnis : Jurnal Manajemen Golden Ratio of Mapping Idea and Literature Format Jurnal Multidisiplin Madani (MUDIMA) Jurnal Akuntansi dan Keuangan Jurnal Sains dan Teknologi Sinomika Journal: Publikasi Ilmiah Bidang Ekonomi dan Akuntansi Formosa Journal of Science and Technology (FJST) Jurnal Sosial dan Sains Journal of Accounting Research, Organization and Economics (JAROE) PERMANA : Jurnal Perpajakan, Manajemen, dan Akuntansi Eduvest - Journal of Universal Studies Ranah Research : Journal of Multidisciplinary Research and Development IIJSE Antigen: Jurnal Kesehatan Masyarakat dan Ilmu Gizi Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Jurnal Multidisiplin Indonesia Toplama Vitalitas Medis : Jurnal Kesehatan Dan Kedokteran Inovasi Kesehatan Global Vitamin: Jurnal Ilmu Kesehatan Umum Green Inflation: International Journal of Management And Strategic Business Leadership Epaper Bisnis: International Journal Entrepreneurship and Management Jurnal Praba: Jurnal Rumpun Kesehatan Umum Journal of Ekonomics, Finance, and Management Studies Global Management: International Journal of Management Science and Entrepreneurship JCRIM (Journal of Current Research In Multidisciplinary) Jurnal Cinta Nusantara
Endang Ruswanti
Universitas Esa Unggul
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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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Abstract

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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Abstract

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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Abstract

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.
The Role of Quality Work of Life on Turnover Intention in Gading Pluit Hospital Kartika Lilisantosa; Rokiah Kusumapradja; Rina Anindita; Endang Ruswanti
Budapest International Research in Exact Sciences (BirEx) Journal Vol 3, No 4 (2021): Budapest International Research in Exact Sciences, October
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birex.v3i4.2645

Abstract

Turnover is a problem, often faced by an organization, including hospital organizations. High nurse turnover will disrupt hospital productivity, and increase hospital budgets to carry out recruitment, selection and training. Nurses might have the desire to move (Turnover Intention) which results in the nurse's decision to leave her job. Nurse turnover at Gading Pluit Hospital showed an increase from 9.3% (in 2019) to 15.5.0% (in 2020) with the largest percentage coming from inpatient nurses (86.7%). This study was conducted to identify the effect of Quality Work of Life (QWL), work stress, and organizational citizenship behavior (OCB) of inpatient nurses on turnover intention (TOI) at Gading Pluit Hospital. This research used mixed methods. Proof of the hypothesis using the causality method with SEM-PLS analysis then followed by qualitative method. The study was carried out from May to August 2021 using a saturated sample of 101 out of 107 nurses, followed by random inter-views with 5 nurses. The results showed that there was an influence of Quality of Work Life and Organizational Citizenship Behavior on Turnover Intention. OCB increased the effect of QWL in lowering TOI. Work stress with medium index has not affected OCB and TOI. Efforts to reduce Turnover Intention can be done by improving the Quality of Work Life and regulating the OCB behavior to in-crease a positive impact on nurses in carrying out their duties and functions. Interview results indicate the need to adjust the remuneration system, health insurance, and improve communication between management and nurses.
Pengaruh Kualitas Pelayanan terhadap Loyalitas Pasien yang Dimediasi Oleh Pemasaran Relasional dan Kepuasan Pasien Devis Pranata Indra; Yanuar Ramadhan; Endang Ruswanti
Jurnal Health Sains Vol. 3 No. 2 (2022): Jurnal Health Sains
Publisher : Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/jhs.v3i2.418

Abstract

Progress in the economic field, indirectly has an impact on the rapid development in the field of health, especially hospitals. The best service is currently the main focus for each hospital to increase the competitiveness and selling power of the hospital. The study aims to analyze the effect of quality of service on patient loyalty at Kartika Pulomas Hospital East Jakarta, with patient satisfaction and relational marketing as intervening variables. The study was conducted by collecting quantitative data through the dissemination of questionnaires to 255 respondents. The analytical technique used is Structural Equation Modelling (SEM) with lisrel. The results showed that quality of service had a significant effect on patient loyalty with patient satisfaction and relational marketing as intervening variables; Quality of service has a significant effect on relational satisfaction and marketing, but has no effect on patient loyalty; Patient satisfaction and relational marketing have a significant effect on patient loyalty. Managerial implications based on the results of the study is that it is recommended that hospitals make information containers both printed and digital; evaluate the running of SPO (Standard Operating Procedure); Complete supporting inspection facilities; Improve employee abilities and skills through seminars or training
Pengaruh Bauran Pemasaran, Keunggulan Bersaing, terhadap Keputusan Berobat untuk Meningkatkan Loyalitas Pasien di Rumah Sakit X, Jakarta Selatan Muhammad Jayuli; Endang Ruswanti; Wahyuni Dian Purwati
Jurnal Health Sains Vol. 3 No. 2 (2022): Jurnal Health Sains
Publisher : Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/jhs.v3i2.424

Abstract

Currently the competition in the hospital business industry is very fierce. Every hospital must require to compete their service and price. Therefore, the hospital must have the good business strategy to survive and get margin. This study was to examine the effect of the 4P marketing mix and competitive advantage, on intention to seek treatment and its relationship with patient loyalty at Halimun Hospital, Jakarta. We use 67 patients the sample were inpatient and outpatient between July to September 2020 in Halimun Hospital. We calculate the data analysis using path test (Path Analysis), the result showed a significant influence between the 4P marketing mix variable, competitive advantage with patient desires for treatment and patient loyalty. The research finding is that the subjective norm of the location and promotion marketing mix variables has the most influence on treatment intentions to encourage patient loyalty
EWOM, Kepercayaan, Citra Merek Terhadap Niat Pembelian Ulang pada Poliklinik Penyakit dalam di RS ABC Jakarta Herisa Anjani; Endang Ruswanti; Ratna Indrawati
Jurnal Health Sains Vol. 3 No. 3 (2022): Jurnal Health Sains
Publisher : Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/jhs.v3i3.445

Abstract

Managing the hospital business aspect has become a natural consequence of the era of globalization. The results of a preliminary survey of repurchase intentions at ABC Hospital Jakarta, 30% said they would return to this hospital if they wanted to do a re-examination. Repurchase intention in hospital services is the tendency of customers to take advantage of hospital services again in the future. This study uses a quantitative method with a covariant-based Structural Equation Model (SEM) causal research design, namely AMOS. This study used a sample of 300 hair calculations for outpatients in internal medicine polyclinics. Research results: E-WoM has a significant positive effect on repurchase intentions through patient trust based on the results of measuring CR values ​​using SEM with the help of the Sobel test. Based on the results of the study, the implications of this study indicate the magnitude of the influence of E-WOM and brand image through patient trust which can increase repurchase intentions, marked by changes in the hospital tariff system and relationship marketing in utilizing repurchase intentions
Co-Authors Abadi, Ferryal Adi Yudi Adilla Anggraeni Adisti Indah Lestari AFIDAHTIN, AAP Agus Nurudin Ahmad Riyadi Siregar Anastina Tahjoo Andreas Pardomuan Purba Andreas Pardomuan Purba, Andreas Pardomuan Anggia Elfandina Annisa Fitria Annisa Intan Lestari Annisa Intan Lestari, Annisa Intan Arief Kusuma Arief Suwandi Azizah Chairunnisa Bahtiar Alamsyah Bambang Susanto Benny Herlambang Calvin, Thiodorus Carolina Carolina Cristina, Fenna CSP Wekadigunawan CSP Wekadigunawan Dadang Ibrahim Dede Cintia Dianni Martin Deni Iskandar Deni Iskandar Devis Pranata Indra Dewi Anggraeni Dewi Victoria Dharmawan, Hery Dimas Angga Negoro Edi Hamdi Edi Hamdi Edi Hamdi Edi Hamdi Eka Dara Sakti Pratiwi Eri Yudhya Mulayani Erry Yudhya Mulyani Ersa Laila Fahri Muhammad Farhan Fanie Nur Indriani Farichah . Febri Dian Morina Fransisca Fransisca Gilang Pratama Gina Fadhilah Gusnawati, Asma Handini, Satiti Hapsari, Nia Puspita Hasyim Herisa Anjani Herlambang, Benny Idrus Jus’at Ikhsan Febriansyah Ilyani, Dian Imam Muhtadin Imanuel, Eunike Irpan Irpan Irwandi Irwandi Januarko, M. Unggul Januarko, M. Unggul Januarko, Moehammad Unggul Jatmiko Jatmiko johannes johannes Juwita, Silvia Ratna Kartika Lilisantosa Kustiawan, Unggul Kusumapradja, Rokiah Laurensia Brigitta Astinawati Lenahatu, Stevy LIA AMALIA Louis, Hendrik Luhur Sukamuljo Lusiana Agustin M Unggul Januarko M. Reza Hilmy Marsela Marsela Marselinus Surya Maulana, Sapto Mega Fatimah Rosana MF. Arrozi Adhikara Michael Aditya Marjoto Mohamad Reza Hilmy Mudjiarto Mudjiarto, Mudjiarto Muhammad Farhan, Fahri Muhammad Iqbal Ramadhan Muhammad Jayuli Munawar Mus Aida Nadia Shabrina Amalia Nadia Widni Putri Natasha, Gracielle Negoro, Dimas Negoro, Dimas Angga Nesya Noer Kemalasari Nia Pususpita Hapsari Nisa, Puspita Chairun Nor Laila Nuraeni, Neli Oktoria S, Sabrina Oktoria S, Sabrina Pebrian R Putri, Mulia Rachmiaty Putri, Shindy Kurnia R. Syah, Tantri Yanuar Rahayu, Ristiana Reny Sari Marlina Rian Adi Pamungkas RILLA GANTINO Rina Anindita Rina Mutiara Rini Handayani Rojuaniah Rojuaniah Rosa, Hanifah Salma Rurianto, Joko Ryan Putra Laksana Sahlani Sahlani sandra dewi Sarwo Eddy Wibowo Setiadi, Indra Shella Vina Putri sherly sherly Shindy Kurnia Putri Shiren Shiren Suhendar Sulaiman Sulaiman, Suhendar Sumitro, Dewi Sari Sundring Pantja Djati Syah, Tantri Yanuar R. Tahjoo, Anastina Tantri Yanuar R. Syah Tantri Yanuar R. Syah Tantri Yanuar Rahmat Syah Taufiqur Rahman Taufiqur Rahman, Taufiqur Taufiqurrahman Taufiqurrahman Theresia Sri Lestari Thiodorus Calvin Tobias Reinaldo Toti Tobing, Damianna Unggul Januarko Wahidi, Kemala Rita Wahyudi, Triyono Arief Wahyuni Dian Purwati Wahyuni Dian Purwati wahyuni wahyuni WAHYUNI, VANIA Widiyanti Permata Lestari Widiyanti Permata Lestari Widodo, Agung Mulyo Winarto, Puji Yanuar Ramadhan Yanuar Ramadhan Zahid, Frediyono