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All Journal International Journal of Public Health Science (IJPHS) CommIT (Communication & Information Technology) MIX : Jurnal Ilmiah Manajemen Jurnal Manajemen Kesehatan Indonesia Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Alignment: Journal of Administration and Educational Management ComTech: Computer, Mathematics and Engineering Applications PREPOTIF : Jurnal Kesehatan Masyarakat JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Enrichment : Journal of Management Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Journal of Economics and Business UBS Kontigensi: Jurnal Ilmiah Manajemen Milestone: Journal of Strategic Management Jurnal Ekonomi Jurnal Info Sains : Informatika dan Sains Transekonomika : Akuntansi, Bisnis dan Keuangan Jurnal Riset sosial humaniora, dan Pendidikan (Soshumdik) Proceeding National Conference Business, Management, and Accounting (NCBMA) Proceeding of International Conference on Entrepreneurship (IConEnt) El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam The International Journal of Medical Science and Health Research International Journal of Economics and Management Research
Hendra Achmadi, Hendra
Pelita Harapan University
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Empowering Hospital Staff to Enhance Service Excellence: A Community-Based Intervention in Central Java Sylvia Samuel; Hendra Achmadi; Margaretha Pink Berlianto; Dewi Wuisan; Yohana Meilani Palupi
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

This study reports on a community service project conducted at Rumah Sakit Baptis, Central Java, to improve hospital service excellence through staff empowerment. The project addressed key challenges, including weak interdepartmental collaboration, ineffective communication, difficulties in delivering sensitive information, and limited awareness of patient-centered service quality. Using a participatory approach, the intervention included workshops, role-playing exercises, counseling sessions, and the introduction of standardized communication protocols. The results showed clear improvements in staff competencies, particularly in empathy, teamwork, and communication with patients and families. Staff reported greater confidence in handling sensitive conversations, while patients observed a more approachable and responsive service. Cross-departmental collaboration also improved, resulting in reduced delays and enhanced coordination. Initial patient satisfaction surveys indicated a positive shift in perceptions of care quality. These findings highlight that even in resource-limited hospital contexts, meaningful improvements can be achieved through structured training and cultural change. The project contributes both practical recommendations for hospital management and theoretical insights by applying the SERVQUAL and patient-centered care frameworks to the Indonesian healthcare setting.
Service Failure and Recovery: The Best Defense Is a Good Attack Dewi Wuisan; Hendra Achmadi; Oscar Jayanagara; Sylvia Samuel; Gracia Shinta S. Ugut
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

Service failure is an inevitable aspect of any service-oriented business. When failures occur, the organization’s response is critical in shaping customer perceptions, satisfaction, and loyalty. This paper explores the notion that "the best defense is a good attack" in the context of service failure and recovery strategies. Proactive recovery initiatives, such as clear communication, swift actions, and personalized solutions, often outperform reactive or passive approaches in mitigating the negative effects of service failures. By employing a strategic recovery process, businesses not only address the immediate dissatisfaction but also create opportunities to strengthen customer relationships and even enhance brand reputation. The study examines key components of successful service recovery, including the role of empathy, transparency, and empowerment of frontline employees. It highlights the importance of preemptive measures such as employee training and the establishment of service recovery protocols. Furthermore, this paper discusses the psychological impact of recovery efforts on customers, emphasizing the significance of perceived justice—distributive, procedural, and interactional. Drawing from real-world examples and empirical studies, this research provides actionable insights for managers aiming to transform service failures into opportunities for improvement and differentiation. By adopting a mindset of proactive engagement, businesses can turn potentially negative experiences into moments that foster customer trust and loyalty. Ultimately, the findings suggest that an offensive approach in service recovery is not merely damage control but a strategic advantage in the competitive service landscape.
Characteristics of Customer Who Makes Allocation for Pension Plan in Indonesia Hendra Achmadi; Isana Sri Christina Meranga; Sylvia Samuel
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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This study sought to determine which characteristic from Indonesian people are most likely to make allocation for pension, and how to identify the key factors driving these purchases pension products. Recognizing Indonesia's relatively low allocation in pension plan, researchers analyzed a targeted sample of 199 data points from 38 companies across various sectors. Using the CRISP-DM data mining methodology, to determine what characteristics from customer with over 20 % allocation into the pension product, and in this study found that marriage status, income, industry, education, sex, domicile, electricity, position, age, status of property. The CRISP-DM process, which included defining objectives, data collection, preparation, modeling, and property ownership, as a characteristic of customer to invest in pension. This research uses data mining methodology with resulted in a model with 73.33 % accuracy. 1 The analysis revealed that the result demonstrated the highest stock market allocation by customers is based on industry (0,2), Listrik (0,13), Makan (0,12), transport (0,11), Pendidikan (0,10), income (0,06).
Pengaruh Faktor Organisasi dan Individu Terhadap Kinerja Perawat Melalui Employee Well-Being Syitharini, Niken; Achmadi, Hendra
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 6 No 4 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i4.4562

Abstract

Purpose: This study aimed to analyze the effects of internal service quality, job satisfaction, job commitment, and supervisor support on job performance, with employee well-being as a mediating variable. Methodology/approach: This research used a quantitative method with a Partial Least Squares-Structural Equation Modeling (PLS-SEM) analysis technique. The sample used in this study consists of 148 nurses. Data were collected using an online questionnaire. Results: The results of the study show that internal service quality has a significant positive effect on job satisfaction, job commitment, and employee well-being. Job satisfaction, job commitment, supervisor support, and employee well-being significantly and positively affect job performance. Job satisfaction has an indirect positive effect on job performance through employee well-being. Job commitment and supervisor support have positive but insignificant indirect effects on job performance through employee well-being. The mediation analysis results show that employee well-being partially mediates the effect of job satisfaction on job performance. Conclusion: Improving internal service quality, job satisfaction, commitment, supervisor support, and employee well-being can enhance nurses' performance. Limitations: This study used online data collection without supervision, the sample was limited to a single hospital, and there were other external factors not captured in the model. Contribution: This study contributes to hospital management by improving nurses performance through enhancing internal service quality, job satisfaction, supervisor support, commitment, and employee well-being.
Psychological safety as mediator of patient safety culture Erick Evander; Hendra Achmadi; Timotius William Yusuf
International Journal of Public Health Science (IJPHS) Vol 15, No 3: September 2026
Publisher : Intelektual Pustaka Media Utama

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijphs.v15i3.26990

Abstract

Preventable adverse events continue to undermine patient safety globally, yet the psychosocial pathways shaping safety culture remain poorly understood in non-Western hospital settings. This cross-sectional study examines how burnout, job stress, and perceived organizational support influence patient safety culture, with psychological safety as a mediating variable, among 347 healthcare professionals across three Type C hospitals in Jakarta, Indonesia. PLS-SEM results confirm that burnout (β = -0.293) and job stress (β = -0.323) significantly erode psychological safety, while perceived organizational support strengthens it (β = 0.440). Psychological safety, in turn, is the strongest predictor of patient safety culture (β = 0.468) and mediates all three antecedent relationships, with indirect effects of -0.137, -0.151, and +0.206 respectively. The model explains 46.5% of variance in patient safety culture. These findings identify psychological safety as the critical mechanism through which workplace conditions reach safety outcomes, and call for hospital interventions targeting supportive leadership, workload management, and non-punitive reporting environments.
Co-Authors Adinda, Havivi Rizky Al Ayubi, Ahmad Amelia Gianina Widjaja Aulia, Mareta Berlianto, Margaretha Pink Caroline Widjaja Chika Meyora Ismanto Cindy Cendana DWI SUNDARI Dylmon Hidayat Eduard Ary Binsar Naibaho Eka Pramudita Erick Evander Gracia S Ugut Hendsun Hendsun Henry Sugiarto Prasetyo Herlina Lusmeida Hidayat, Fikri Bintang Innocentius Bernarto Iriadi, Felicia Winona Isana Sri Christina Meranga Jeff, Joanito Tony Kilis, Filly Elisabeth Kurnia, Candra Harja Kurniawan, Marcel Layarda, Meiryanti Lisa, Maudina Ainul Maria Vashti Zerlinda Lesmana Meilani, Yohana Cahya Palupi Moses Lorensius Parlinggoman Hutabarat Nurhaida, Hansa Oscar Jayanagara Oscar, Oscar Pasaribu, Imanuel Xaverdino Wiratama Patria, Danet Patrik Mario Agata Petrus P.F. Titirloloby Pramono, Rudy Prisya, Paxia Reyna Purba, John Tampil Putri J Pratiwi Syam Restya, Galuh Putri Riena Pribadi Gronloh Rinto Rain Barry Salsabila Azaria Sembel, Sandra Suarly, Irwan Sukidy, Beatrice Sutawidjaya, Ahmad Hidayat Syitharini, Niken Sylvia Samuel Tampil Purba, John Timotius William Yusuf Trifiana Tiodora Widjaya, Indry Wilson Bangun Wuisan, Dewi Yohana F. C. P. Meilani Yohana Meilani Palupi