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All Journal 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 Journal of Social Research 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 Jurnal Ilmu Manajemen
Hendra Achmadi, Hendra
Pelita Harapan University
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary Other

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Determinan Kinerja Karyawan di Era Digital : Analisis Integrasi Faktor Transformasi Digital, Pemberdayaan Psikologis, dan Motivasi Kerja Restya, Galuh Putri; Hendra Achmadi
Journal Of Administration and Educational Management (ALIGNMENT) Vol. 8 No. 5 (2025): Journal Of Administration and Educational Management (ALIGNMENT)
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/n8wa0457

Abstract

The purpose of this study is to analyze the influence of OCB and work motivation, both partially and simultaneously, on the performance of KONI West Java employees. The research method used was a quantitative approach with a survey technique. Data collection was conducted by distributing questionnaires to KONI West Java employees as respondents. Data analysis used multiple linear regression to determine the magnitude of the influence of each variable. The results showed that OCB had a positive and significant effect on employee performance. Work motivation was also shown to have a positive and significant effect on performance. Simultaneously, OCB and work motivation made a significant contribution in explaining employee performance variables. The conclusion of this study is that increasing OCB and strengthening work motivation are crucial in efforts to improve employee performance within the KONI West Java environment. These findings can serve as a basis for management in designing strategies to improve work quality and organizational productivity.   Keywords: Organizational Citizenship Behavior, Work Motivation, Employee Performance
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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Abstract

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 Service Experience terhadap Patient Loyalty melalui Perceived Value dan Patient Trust di RS Swasta XYZ di Kota Tangerang Natasha Waya; Hendra Achmadi
Jurnal Ilmu Manajemen Vol. 15 No. 2 (2026): Jurnal Ilmu Manajemen (On Progress)
Publisher : Universitas Muhammadiyah Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32502/jim.v15i2.762

Abstract

Tight competition in Indonesia’s healthcare sector highlights the need for hospitals to strengthen patient loyalty. While perceived value and patient trust are recognized as key determinants, the mediating role of trust in the value–loyalty relationship remains understudied. This study examines the effect of service experience on perceived value, the effect of perceived value on patient loyalty, and the mediating role of patient trust among patients at RS SWASTA XYZ in Tangerang. Using a cross-sectional design and purposive sampling, respondents completed an online questionnaire measuring service experience, perceived value, trust, and loyalty. Data were analyzed using SEM-PLS. Results show that service experience significantly increases perceived value, and perceived value significantly enhances patient loyalty. Perceived value does not significantly influence patient trust. Patient trust strongly affects loyalty and significantly mediates the relationship between perceived value and loyalty. These findings highlight the central role of service experience and trust in shaping patient loyalty within private hospital settings.
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 Eka Pramudita Gracia S Ugut Hanisentana, Felicia Hendsun Hendsun Henry Sugiarto Prasetyo Herlina Lusmeida Hidayat, Fikri Bintang Innocentius Bernarto, Innocentius 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 Naibaho, Eduard Ary Binsar Natasha Waya 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 Trifiana Tiodora Widjaya, Indry Wilson Bangun Wuisan, Dewi Yohana F. C. P. Meilani Yohana Meilani Palupi