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Farida Yuliaty
Universitas Sangga Buana
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Evaluasi Kinerja dengan Pendekatan Balanced Scorecard di Poliklinik Unit Rawat Jalan RSUD Andi Djemma Masamba, Sulawesi Selatan Santika, Made; Yuliaty, Farida; Wirawan, Chevie
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1308

Abstract

Balanced scorecards are often used in various organizations, including hospitals, because they are able to measure performance in a comprehensive, consistent, measurable and balanced manner. Until now, performance measurement in the outpatient clinic of Andi Djemma Regional Hospital still focuses on financial aspects only. This research aims to analyze polyclinic performance using the balanced scorecard method through four main perspectives: finance, customers, internal business processes, and growth and learning. The research method applied is a quantitative descriptive approach. Performance data was collected from hospital secondary data for 2023 and previously, as well as primary data through questionnaires involving patients and employees. The results of the analysis show that performance from a financial and customer perspective is classified as "fair," the internal business process perspective is rated as "good," while the growth and learning perspective is also in the "fair" category. Overall, the performance of the outpatient clinic at RSUD Andi Djemma Masamba is in the "fair" category, with a score of 0.57 which indicates a medium level of performance.
Pengaruh Perencanaan Strategis di Klinik Basmalah Medika terhadap Mutu Pelayanan dan Kepuasan Pasien Dermawan, Diki Tri Bagus; Kosasih, Kosasih; Utojo, Widjajanti; Asnar, Etty Sofia Mariati; Yuliaty, Farida
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1322

Abstract

The Inpatient Clinic (KRI) Basmalah Medika is an Islamic-themed clinic with the advantage of full accreditation, BPJS collaboration, and medical staff meeting Ministry of Health standards. Before implementing strategic planning, the clinic faced issues such as non-standard hazardous waste (B3) management, suboptimal drug stock management, and poorly organized human resources. Through service quality-based strategies aligned with Ministry of Health standards, the clinic successfully improved service quality and patient satisfaction. This study employed a descriptive qualitative method. Strategic planning plays a crucial role in defining the organization’s direction and ensuring that management operates in alignment with its goals. Prior to its implementation, the clinic's management lacked clear direction. The effective implementation of strategic planning has been proven to enhance service quality, encompassing five dimensions: tangible, empathy, reliability, responsiveness, and assurance. The improvement in service quality is evident from the retention of existing patients, an increase in new patients, higher capitation, and minimal patient complaints. Strategic planning at KRI Basmalah Medika has successfully managed resources effectively and achieved quality standards. The quality validation conducted by experts indicates excellent standards. High quality leads to increased patient satisfaction and strengthens the clinic's reputation within the community.
Hubungan Waktu Tunggu dan Jenis Jaminan Kesehatan terhadap Tingkat Kepuasan Pasien Rawat Jalan di Rumah Sakit Lampung Eye Center Rukmono, Prambudi; Yuliaty, Farida; Rulia, Rulia
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1329

Abstract

This study aims to analyze the effect of waiting time and type of health insurance on patient satisfaction. Using a quantitative approach, research was conducted on outpatients at the Lampung Eye Center Hospital in Bandar Lampung, with a population of 7,998 people and a sample of 382 patients selected randomly. The independent variables in this study are waiting time and type of health insurance, while the dependent variable is patient satisfaction. Data was collected using a questionnaire and analyzed using multiple linear regression. The t test results show that waiting time (P Value = 0.000) and type of health insurance (P Value = 0.015) each have a significant effect on patient satisfaction. The F test also confirmed that these two variables jointly influence patient satisfaction (P Value = 0.000). Overall, both waiting time and type of health insurance have a significant effect on the level of patient satisfaction, both partially and simultaneously.
Pengaruh Kualitas Pelayanan dan Kualitas Hubungan terhadap Efektivitas Pelayanan serta Implikasinya terhadap Kepuasan Pasien Rawat Jalan (Studi Survei di RSUD Sultan Imanuddin Pangkalan Bun) Hio, Aro Die; Djogo , Ony; Utojo, Widjadjanti; Yuliaty, Farida; Syahidin, Rukhiyat
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1391

Abstract

The suboptimal patient satisfaction is caused by the effectiveness of services that have not yet reached their maximum potential, which is influenced by both service quality and relationship quality that are still not optimal. This study aims to identify, examine, and analyze the effects of service quality and relationship quality on service effectiveness at Sultan Imanuddin Pangkalan Bun Regional General Hospital (RSUD), as well as their implications for patient satisfaction. The study uses a quantitative method by conducting a survey through the distribution of questionnaires to 271 respondents who are patients at RSUD Sultan Imanuddin Pangkalan Bun. Path analysis techniques were used to process the data and test the research hypotheses. The results of the study indicate that both service quality and relationship quality have a positive and significant effect, both partially and simultaneously, on service effectiveness. Furthermore, service effectiveness also has a positive and significant impact on patient satisfaction. The implications of this study emphasize the importance of improving service quality and relationship quality with patients in order to enhance service effectiveness at the hospital, which will ultimately increase patient satisfaction and strengthen the hospital's image and reputation.
Pengaruh Minat dan Program Pelatihan terhadap Pemanfaatan Sistem Informasi Manajemen serta Implikasinya terhadap Kinerja Karyawan di Rumah Sakit Intan Medika Lamongan Pratiwi, Ema Vika; Paramarta, Vip; Rulia, Rulia; Yuliaty, Farida; Syahidin, Rukhiyat
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1392

Abstract

This study evaluates the impact of interest and training on the use of management information systems and its implications for employee performance at Intan Medika Lamongan Hospital. Based on performance data showing that the Bed Occupancy Rate (BOR) is still suboptimal, this research identifies the lack of training as one of the main factors. The method used is a quantitative approach with path analysis, correlation coefficients, and coefficient of determination. The results of the study reveal that both interest and training have a significant effect on the utilization of the management information system and employee performance. Training has a greater impact on employee performance (37.8%) compared to interest (3.1%). Therefore, it is recommended to evaluate human resource management to improve the quality and integrity of employees.
Dampak Citra dan Kualitas Layanan Rumah Sakit terhadap Kepuasan Pasien serta Implikasinya terhadap Loyalitas Pasien di Rumah Sakit Mata Lampung Eye Center Lestari P.R, Rachmi; Kosasih , Kosasih; Rulia, Rulia; Yuliaty, Farida; Asnar, Etty Sofia Mariati
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1393

Abstract

This study aims to evaluate the impact of hospital image and service quality on patient satisfaction and its effect on patient loyalty at Lampung Eye Center Hospital. The approach used in this study is a quantitative method with survey techniques. Data was collected through questionnaires distributed to the hospital's patients. The results reveal that both hospital image and service quality have a positive and significant effect on patient satisfaction, both individually and simultaneously. Furthermore, it was found that patient satisfaction significantly affects patient loyalty. Meanwhile, the direct effect of hospital image on patient loyalty was not significant, whereas service quality has a positive and significant direct effect on patient loyalty. Overall, hospital image, service quality, and patient satisfaction contribute positively to patient loyalty. Therefore, this study recommends that the hospital continues to strengthen its positive image, improve service quality, and prioritize patient satisfaction to ensure sustained loyalty.
The Influence of Midwife Performance Determinant Factors on Service Quality at Aji Batara Agung Dewa Sakti Regency Hospital, Kutai Kartanegara Sugiyarti, Sugiyarti; Yuliaty, Farida; Asnar, Etty Sofia Mariati; Paramarta, Vip
Journal of Management and Administration Provision Vol. 5 No. 1 (2025): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v5i1.524

Abstract

The purpose of this study is to examine the relationships between service performance and the variables of motivation, rewards, workload, supervision, and training.  This study's methodology is quantitative in nature.  A total of 36 midwives from Aji Batara Agung Dewa Sakti Hospital made up the study's sample.  Data for the study were gathered via questionnaire answers, and with the use of the SEM PLS software, SEM techniques were used for analysis.  Data analysis findings indicate that training, supervision, workload, incentives, and motivation all have a major impact on service quality.  According to this conclusion, the quality of the resultant service improves with the amount of these five variables.  Nevertheless, there is no meaningful correlation between the reward variable and service quality.  According to this study, management at Aji Batara Agung Dewa Sakti Hospital in Kutai Kartanegara Regency must give priority to managing these crucial elements in order to enhance service quality.
Pengaruh Usia, Kepercayaan dan Persepsi Terhadap Kepuasan Pengguna Layanan Telemedisin Hastuti, Rini; Vip Paramarta; Widjajanti Utojo; Rulia; Kosasih; Farida Yuliaty
Paradoks : Jurnal Ilmu Ekonomi Vol. 8 No. 2 (2025): Februari - April
Publisher : Fakultas Ekonomi, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/paradoks.v8i2.1159

Abstract

Peningkatan teknologi kesehatan menghadirkan inovasi layanan telemedisin untuk memperluas akses pelayanan, terutama di daerah terpencil dengan rasio dokter rendah. Telemedisin diharapkan dapat meningkatkan pemerataan, kualitas layanan, efisiensi biaya, serta menjangkau daerah bencana. Meski banyak penyedia resmi bermitra dengan pemerintah, pemanfaatan layanan ini masih terbatas karena berbagai faktor. Penelitian ini bertujuan mengetahui pengaruh usia, kepercayaan, dan persepsi terhadap kepuasan pengguna telemedisin di Jabodetabek. Pendekatan yang digunakan adalah kuantitatif, dengan 149 responden yang dianalisis menggunakan regresi linear berganda. Hasil uji parsial menunjukkan bahwa usia dan kepercayaan tidak berpengaruh signifikan terhadap kepuasan pengguna, sedangkan persepsi berpengaruh signifikan. Namun, uji simultan menunjukkan bahwa usia, kepercayaan, dan persepsi secara bersama-sama berpengaruh signifikan terhadap kepuasan pengguna layanan telemedisin di Jabodetabek.
Pengaruh Bauran Promosi Terhadap Kepercayaan Masyarakat di Era BPJS Mubarok, Kamal; Yuliaty, Farida; Rulia, Rulia
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 2 (2025): Mei - Juli
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i2.643

Abstract

Kepercayaan pasien merupakan suatu yang krusial bagi rumah sakit karena akan berdampak pada keberlanjutan pemanfaatan kembali layanan rumah sakit. Berdasarkan capaian kinerja pelayanan kesehatan Rumah Sakit Intan Medika Lamongan tahun 2023 yaitu 44,2% secara umum belum sesuai dengan nilai ideal BOR (60-85%). Promosi merupakan salah satu faktor penentu keberhasilan suatu program pemasaran. Tujuan penelitian ini menganalisis pengaruh bauran promosi terhadap kepercayaan masyarakat di Era BPJS di Rumah Sakit Intan Medika Lamongan. Penelitian ini merupakan penelitian kuantitatif. Obyek penelitian ini adalah bauran promosi terhadap kepercayaan masyarakat di era BPJS. Populasi penelitian ini berjumlah 2785 orang, dengan jumlah sampel 100 orang yang diambil dengan cara purposive sampling. Instrument penelitian menggunakan kuesioner. Analisis data yang digunakan adalah regresi linier berganda, koefiesien korelasi dan koefisien determinasi. Hasil analisis regresi linier berganda menunjukkan ada pengaruh secara simultan bauran promosi terhadap kepercayaan pasien dengan nilai Sig = 0,000. Variabel yang paling berpengaruh terhadap kepercayaan adalah tampilan fisik dengan koefisien regresi 0,886 (kuat) dan bauran orang dengan koefisien regresi -0,514 (sedang), bauran harga dan bauran promosi dengan koefisien regresi 0,382 (rendah). Bauran pemasaran tampilan fisik yang berpengaruh kuat terhadap kepercayaan pasien disebabkan karena place mewaliki kondisi fisik RSIM (fasilitas, bangunan dll). Dengan adanya keluhan di atas maka Rumah Sakit Intan Medika Lamongan wajib meningkatkan pengawasan kerja pada semua pegawai terutama petugas cleaning service secara berkala agar dapat meningkatkan kebersihan ruang rawat inap dan kamar mandi di rumah sakit. Serta penambahan tempat duduk pasien di unit rawat jalan.
Pengaruh Kompensasi terhadap Kinerja Karyawan di PT Bukit Raya Sekawan Pratama, Yudhistira Anugerah; Yuliaty, Farida; Kosasih, Kosasih
Jurnal Ekonomi Manajemen Perbankan Vol 7 No 1 (2025): JEMPER Januari - Juni
Publisher : Prodi Manajemen S1 dan D3 Keuangan & Perbankan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32897/jemper.v7i1.4210

Abstract

This study analyzes the effect of compensation on employee performance at Bukit Raya Sekawan Mining Company using an associative quantitative approach. The study population consists of all employees of the company, totaling 45 individuals. Data were collected through observations, interviews, literature studies, documentation, observation guidelines, and questionnaires. The results indicate that compensation has a positive influence on employee performance. Therefore, the company needs to monitor and evaluate both compensation and employee performance to optimize the achievement of corporate goals and employee welfare. Additionally, the company should provide clear information about the compensation system, particularly regarding health benefits. Thus, it is expected that the company and employees can jointly fulfill their objectives, rights, and obligations as a unified entity in the future
Co-Authors Aas Kurniasih Abd Halim Abdul Gani Sidqi Adang Haryaman Ade Armada Sutedja Afira Febriani Surya Wijaya Ahadi, Rosari Zakia Ahmad Syakur Banafif Alamsyah, Rifa Azizah Aldirafi Gani Alfan Satria Amalia, Nafrah Amelia, Anggi Amin, Hayat Amin, Nadia Arsita Usman Amry, Syamsul Anathasia, Sophiana Enjellin Andityo Wahyu Juniarsyah Andrian, Hendri Anggilia Yuliani Susanti Anita Reviana Ardyansyah, Mukhlas Ari Munandar Ari Tri Utami Arnovita, Dyah Kusuma Aryani Kusuma Mukti Asidiki, Muhamad Ilham Asnar, Etty Sofia Marianti Asnar, Etty Sofia Mariati Ayu Kezia Walean Ayu Laili Rahmiati Ayu Laili Rahmiyati Ayu Laili Rahmiyati Ayu Laili Rahmiyati Bambang Sulistyo Bayu Kharisma Beddu, Erniaty Bina Lauringga Andora Budiman, Rocky Fransiskus Candra Mizwar Carvalho Soares, Sebastiao Barreto de Celine Yinnie Chendra, Wijaya Johanes Chevi Wirawan Chevie Wirawan Chevy Wirawan Christine Dianne Sumarauw Cindy Wulandari Octo Dean Joshua Dotulong Debi Irawan Dermawan, Diki Tri Bagus Detya Okti Murni Devi Anggraini Dewanti Putri Nurita Dewi Kania, Dewi Dewi, Ni Putu Ayu Yusita Diana Pratiwi Didin Saepudin Didin Saepudin Dimas Ageng Prayogo Dimas Rifqi Djogo, Ony Dongoran, Haddan dr Agung Family, Joko Agung N Dramora Nepy Asmara Dwi Kartika Sari Eddi Supriadi Edi Kurnawan Edi Kurnawan Eka Purwanda Eka Purwanda Eka Purwanda Eka Purwanda Eka Purwanda, Eka Eliza Techa Fattima Erlambang, Rio Yoga Erna Kena Etty Sofia Etty Sofia MA Etty Sofia Marianti Asnar Etty Sofia Mariati Asnar Etty Sofia Mariati Asnar Etty Sofia Mariati Asnar Etty Sofia Mariati Asnar Faisal Rosady Fajarini Fauzal Mulki, Kiki Febrialita Twiceandaru Ferdiyan, Rendra Fergilius Nardi Wa’os Firda Nur Laila Firmansyah, M.Lutfi Firnando, Hendri Fitri Sya’bandyah Fitri Sya’bandyah Fitriah Agustika Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fitriana Fransisca Intan Marulita Fransiska Carmelia Subeno Gandhes Putri Dwikijayanti Haddan D Haddan Dongoran Hana Betel Kartina Harahap, Linda Rahmadhani Hardy, Sara Mustika Hendajany, Nenny Herdyansyah, Ridwan Hermansyah Hermansyah Hidayat, Mochammad Reza Hikma, Yusnita Ayu Hio, Aro Die I Gusti Nyoman Trianantha Jaya I Ketut Dian Lanang Triana Imas Siti Masitoh Imran, Abdul Waris Indradewa, Rhian Indriani Indriani Islami , Ahkam Haqiqi Istahara Ivana Yolanda Ivanda Rian Pratama Iwan Prasetyo Jeanny Kathleen Hartini Kadarisman, Sumeidi Kalangi, Beauty Saskia Kartamihardja , Sobarna Kartamiharja, Sobarna Kartina, Hana Betel Klarita, Endy Liani Kokasih, Kokasih Kosasih Kosasih Kosasih Kosasih , Kosasih Kosasih Kosasih Kosasih Kosasih KOSASIH KOSASIH, KOSASIH Kosasih, K Kristina Boga Kumorowani, Riyan Putri Kurnawan, Edi Lestari P.R, Rachmi Lestari, Ayu Mey Litau, Natasya Anggreine Lopulalan, Jopie Julius Louisiani Mansoni Isnajati M Khoerudin Mahqfiroh, Juliatul Maindoka, Regina Tirza Malik, Rahadian Mandu, Jenne Manurung, Muranny Nurshyaliha Marta Ulina Martini Viviana Maryani Thiolisda Simanjuntak Mega Rianita Kartika Megandhi Gusti Wardhana Michael Sisko Mogi, Melati Rosaline Michaella Mubarok, Kamal Muhamad Ilham Asidiki Muhammad Rizki mulyani, sri rochani Mustoha, Mustoha Mutmainnah Mutmainnah Nasution, Musthofa Lutfi Nesda, Ajeng Setia Ni Putu Emy Darma Yanti Nina Risnawaty Novi Elvrina Nugroho, Taufan Nunung Nuryani Nur Zaman Nurjamali Desy Mulia Frida Nurmartiani, Erika Nursoffa, Idris Palittin, Normayanti Pandu Lesmana Paramartha, Vip Prambudi Rukmono Prasetianto, Wisnu Pratama, Yudhistira Anugerah Pratiwi, Ema Vika Purnama, Engga Puspa Wulandari Putri, Anak Agung Istri Inten Sivaratri Qodariyah, Yuli Ramadani, Ramadani Rasyid, Renaldi Prasetya Nagar Ricky Agusiady Ridwan Herdyansyah Rifal, Dwiki Indar Rini Hastuti Riris Liani Risal Wintoko Rita Sulastini Rizal Juniar Rizqi Rizki Tomi Resna Suhendar Rosalina Cesilia Rudianto, Yanto Rukhiyat Rukhiyat Rukhiyat Rukhiyat Syahidin Rukhiyat Syahidin Rukhiyat Syahidin Rukhiyat Syahidin Rulia Rulia Rulia Rulia , Rulia Rulia Rulia Rulia Rulia Rulia, Rulia Rullia Ruriyansi Santi Sandra Santika, Made Saragih, Erick Gustaf Hamonangan Sari, Dwi Kartika Satria Dharma Setiawan Satria, Alfan Sebastião Amaral Shidayatri, Herwidhiyah Shiela Stefani Shiela Siagian, Farida Chrisfina Sidik, Muhamad Sidqi, Abdul Gani Sikki, Nurhaeni Sikki, Nurhaini Siregar, Sadrak Sisko, Michael Siti Darmiani Sitti Nurhastiawati Sobarna Sobarna Kartamihardja Sobarna Kartamiharja Sony Tian Dhora Sri Rochani Sri Rochani Mulyani Sugiyarti Sugiyarti, Sugiyarti Suharsono, Teguh Nurhadi Suharsono, Teguh Nurhadi Sumeidi Kadarisman Sumeidi Kadarisman Suryana, Hari Suryana, Nia Susanti, Anggilia Yuliani Sya’bandyah, Fitri Syahidin , Rukhiyat Syahidin, Rukhiyat Syahidin, Rukhiyat Syahrial Hidayat Syamsul Bahri Syamsul Bahri Syarah Oktrissyanti Syarifah Asmawati Tatang Sudrajat Taufan Nugroho Taufan Nugroho Taufan Nugroho Taufik Zulfikar Taufik Zulfikar Theodora Dona Mila Thungari, Grace Imelda Tia Ariani Salsabila Tia Ariani Salsabila Tri Utami, Ari Utojo, Widjadjanti Utojo, Widjajanti Utoyo, Widjajanti Verianto Vip Paramarta Vip Paramarta Vip Paramarta, Sobarna Kartamihardja Vip Paramata Vip Pramarta Vip. Paramarta Wahid, Deden Abdul Wahyu Saputra Wantias, Isni Wibisono, Fallery Setyaprawira Widiyah Darmawan Widjajanti Utojo Widya Pratiwi Wienanda, Andreas Klemens Wirawan, Chevi Wirawan, Chevie Y. Ony Djago Yacobus, Danny Jaya Yayuk Dwi Nenda, Ligar Yessica Febriany Yudhan Triyana Yudhistira Anugerah Pratama Yusnita Ayu Hikma Yuwono, Ismanto Yuyun Yuniarsih Zaenal Aripin Zakaria Kuswara