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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.
THE INFLUENCE OF MARKETING STRATEGY AND SERVICE INNOVATION ON THE GROWTH OF PRIVATE HOSPITAL PATIENTS Tia Ariani Salsabila; Kosasih; Vip Paramarta; Farida Yuliaty; Fitriana
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 4 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i1.2502

Abstract

Private hospitals need to implement marketing strategies and service innovation to increase the number of patients and maintain a competitive advantage. Marketing strategies increase public awareness, while service innovation improves quality and patient satisfaction. This research aims to analyze the influence of both. The method used is a literature study with secondary data from articles and literature taken from Google Scholar (2020-2024). The results of research conducted by several authors also show that marketing strategies and service innovation have a significant impact in increasing the number of patients visiting the hospital.The research results show that these two factors have a positive effect on the number of patient visits. Effective marketing strategies can attract public interest in health services, while service innovation improves the quality of the patient experience. These two factors interact, helping hospitals strengthen their competitive advantage and drive patient growth. Therefore, hospitals must develop effective marketing and service innovation strategies to maintain growth and competitive advantage.
THE INFLUENCE OF MANAGEMENT INFORMATION SYSTEMS, PROCESS INNOVATION AND OPERATIONAL EFFICIENCY IN HOSPITALS Ivana Yolanda; Kosasih; Vip Paramarta; Farida Yuliaty
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 4 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i1.2512

Abstract

The implementation of Hospital Management Information System (SIMRS) is a solution to improve operational efficiency by integrating various aspects of services, including administration, electronic medical records, and resource management. This study aims to analyze the role of Hospital Management Information System (SIMRS) and process innovation in improving hospital operational efficiency. The method used is a literature review by collecting and analyzing sources from academic databases such as PubMed, ScienceDirect, ResearchGate, and Google Scholar in the range of 2019-2024. This review discusses the implementation of SIMRS, digitalization of health services, and optimization of medical personnel and facility management. The results show that SIMRS implementation improves administrative efficiency and service coordination, while innovations such as electronic medical records, digital queuing systems, and telemedicine contribute to improved access and quality of care. In addition to technology, efficient management of medical personnel and referral systems also had a significant impact on hospital performance. This study provides recommendations for hospital managers in designing optimal strategies for technology implementation to improve health services.
THE INFLUENCE OF TELEMEDICINE SERVICES, PATIENT TRUST, AND SATISFACTION ON INTEREST IN USING DIGITAL HEALTH PLATFORMS Jeanny Kathleen Hartini; Vip Paramarta; Kosasih; Farida Yuliaty
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 4 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i1.2517

Abstract

This study aims to analyze the influence of telemedicine services, patient trust, and satisfaction on interest in using digital health platforms. In the digital age, healthcare platforms such as telemedicine offer easy access to medical services, but the adoption of these platforms is influenced by several factors, including patient trust and satisfaction with services. Patient trust relates to their perception of data security and service quality, while satisfaction is influenced by the user's experience during interaction with the platform. The method used in this study is literature review by collecting data from relevant journals and articles published between 2019 and 2023. Data is obtained through international and national databases such as PubMed, Google Scholar, and Scholar. The results show that all three variables have an interrelated role in influencing patients' interest in using digital health platforms. Effective and accessible telemedicine services provide convenience that encourages patients to switch to digital platforms. Patients' confidence in data security and service quality further increases their convenience in using this platform. Patient satisfaction built from positive experiences while interacting with the platform will encourage them to continue using the service.
INTEGRATED RISK MANAGEMENT IN HOSPITAL MANAGEMENT STRATEGY Edi Kurnawan; Farida Yuliaty; Vip Paramarta; Kosasih
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 4 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i1.2518

Abstract

Risk management is a crucial aspect of hospital management to ensure the safety of patients, staff, and smooth operations. The implementation of integrated risk management helps hospitals identify, assess, and manage risks, both clinical and non-clinical, to minimize injuries, accidents, and financial losses. This article aims to analyze the importance of integrated risk management in hospital management strategies and identify challenges and solutions for its implementation. Based on a literature review and various case studies, it is found that the implementation of international standards such as ISO 31000 has successfully optimized risk management in hospitals, especially in dealing with operational and clinical risks. However, significant challenges are still encountered, such as the lack of professionals trained in risk management and limited supporting technology. Suggested solutions include intensive training for staff, implementation of a technology-based incident reporting system, and integrating risk management with financial processes to prevent budget discrepancies. With these measures, the hospital can increase the effectiveness of risk management, improve patient safety, and maintain optimal continuity of operations.
THE INFLUENCE OF MANAGEMENT INFORMATION SYSTEMS, PROCESS INNOVATION AND OPERATIONAL EFFICIENCY IN HOSPITALS Anggilia Yuliani Susanti; Vip Paramarta; Farida Yuliaty; Kosasih; Fitriana; Sri Rochani
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 4 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i1.2529

Abstract

Hospital administration is facing increasing challenges in ensuring operational efficiency while maintaining the quality of healthcare services. The digital transformation in hospital administration, particularly through the implementation of Hospital Management Information Systems (SIMRS) and process innovations, has become a crucial strategy in improving service efficiency. SIMRS facilitates data integration, automates administrative tasks, and enhances coordination among hospital units, leading to faster and more accurate service delivery. However, its implementation faces obstacles such as limited technological infrastructure, staff readiness, and high implementation costs. Meanwhile, process innovation such as digital queue systems and automated administrative procedures, optimizes resource utilization and reduces patient waiting times. Despite these advantages, challenges like resistance to change and limited funding remain significant barriers. This study, conducted through a literature review, analyzes the relationship between SIMRS, process innovation, and hospital efficiency. The findings highlight the importance of comprehensive strategies, including policy support, staff training, and infrastructure development, to ensure effective digital transformation in hospital administration.
IMPLEMENTATION OF LEAN HOSPITAL AS AN EFFORT TO IMPROVE HEALTH SERVICES IN THE EMERGENCY UNIT OF THE HOSPITAL I Gusti Nyoman Trianantha Jaya; Kosasih; Farida Yuliaty; Vip Paramarta; Fitriana
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 4 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i1.2543

Abstract

Service emergency emergency at home Sick often face​ challenge like overcrowded and false emergencies, which resulted in a decline quality service and improvement time Wait patient. Research This aiming For analyze implementation Lean Hospital as effort improvement efficiency and quality services in the Emergency Unit Emergency (ER). Lean hospital adopt principles subtraction waste includes​​​ time excessive waiting, usage​ source suboptimal power, and administrative processes that are not own mark add. Method study This use source from journal scientific, articles, books scientific, as well as guidelines House sick. Study results show that implementation lean hospital capable reduce time Wait up to 30%, increasing flow work, and optimize utilization source power that has an impact on increasing satisfaction patients and decline risk error medical. In conclusion, Lean Hospital is a approach effective management​ in increase efficiency and quality service health in the ER, as well as capable face challenge operational House the pain is getting worse complex in this modern era.
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.
Co-Authors A Halim Aas Kurniasih Adang Haryaman Afira Febriani Surya Wijaya Ahmad Syakur Banafif Alamsyah, Rifa Azizah Amalia, Nafrah Amelia, Anggi Amry, Syamsul Anathasia, Sophiana Enjellin Andrian, Hendri Anggilia Yuliani Susanti Anita Reviana Ardyansyah, Mukhlas Ari Munandar, Ari Ari Tri Utami Arnovita, Dyah Kusuma Asidiki, Muhamad Ilham Asnar, Etty Sofia Marianti Asnar, Etty Sofia Mariati Ayu Laili Rahmiati Ayu Laili Rahmiyati Bambang Sulistyo Beddu, Erniaty Budiman, Rocky Fransiskus Candra Mizwar Chendra, Wijaya Johanes Chevi Wirawan Chevie Wirawan Chevy Wirawan Cindy Wulandari Octo Darliani Nurulita Debi Irawan Dermawan, Diki Tri Bagus Devi Anggraini Dewi Kania, Dewi Dewi, Ni Putu Ayu Yusita Diana Pratiwi 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 Etty Sofia Etty Sofia Etty Sofia Marianti Asnar Etty Sofia Mariati Asnar Fajarini Fauzal Mulki, Kiki 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 Haddan D Haddan Dongoran Hardy, Sara Mustika Haryanti, Ruth Hendajany, Nenny Herdyansyah, Ridwan Hermansyah Hermansyah Hidayat, Mochammad Reza Hikma, Yusnita Ayu Hio, Aro Die I Gusti Nyoman Trianantha Jaya Imas Siti Masitoh Imran, Abdul Waris Indradewa, Rhian Indriani Indriani Islami , Ahkam Haqiqi Isnajati, Louisiani Mansoni Istahara Ivana Yolanda Iwan Prasetyo Jeanny Kathleen Hartini Juniar Rizqi, Rizal Kadarisman, Sumeidi Kalangi, Beauty Saskia Kartamihardja , Sobarna Kartamiharja, Sobarna Kartina, Hana Betel Kosasih Kosasih Kosasih , Kosasih KOSASIH KOSASIH, KOSASIH Kosasih, K Kristina Boga Kumorowani, Riyan Putri Kurnawan, Edi Lestari P.R, Rachmi Magdalena, Yuli Santika Mahqfiroh, Juliatul Maindoka, Regina Tirza Malik, Rahadian Malik, Rahardian Mandu, Jenne Manurung, Muranny Nurshyaliha Maryani Thiolisda Simanjuntak Mega Rianita Kartika Megandhi Gusti Wardhana Mubarok, Kamal MUHAMMAD ANWAR Muhammad Rizki mulyani, sri rochani Mutmainnah Mutmainnah Nasution, Musthofa Lutfi Nesda, Ajeng Setia Nina Risnawaty Nofiyanti, Ayu Lestari Nugroho, Taufan Nunung Nuryani Nur Zaman Nurmartiani, Erika Oktrissyanti, Syarah Palittin, Normayanti Pandu Lesmana Paramartha, Vip Pradita, Verolla Ayu Pramarta, Vip Prambudi Rukmono Prasetianto, Wisnu Pratama, Yudhistira Anugerah Pratiwi, Ema Vika Purnama, Engga Puspa Wulandari Putri, Anak Agung Istri Inten Sivaratri Qodariyah, Yuli Rahmasari, Herisa Ramadani, Ramadani Ranita Rizky Putri Ricky Agusiady Ridwan Herdyansyah Rini Hastuti Rochani Mulyani, Sri Rudianto, Yanto Rukhiyat Rukhiyat Syahidin Rukhiyat Syahidin Rulia Rulia , Rulia Rulia Rulia Rulia, Rulia Rullia Ruriyansi Saepudin, Didin Santi Sandra Santika, Made Sari, Dwi Kartika Satria, Alfan Shidayatri, Herwidhiyah Siagian, Farida Chrisfina Sidik, Muhamad Sidqi, Abdul Gani Sikki, Nurhaeni Siregar, Sadrak Sisko, Michael Sobarna Kartamihardja Sobarna Kartamiharja Sony Tian Dhora Sri Rochani Subeno, Fransiska Carmelia Sugiyarti Sugiyarti, Sugiyarti Suharsono, Teguh Nurhadi Sumeidi Kadarisman Suryana, Hari Susanti, Anggilia Yuliani Sya’bandyah, Fitri Syahidin , Rukhiyat Syahidin, Rukhiyat Syahrial Hidayat Syamsul Bahri Syarifah Asmawati Tatang Sudrajat Taufan Nugroho Taufik Zulfikar Taufik Zulfikar Teguh Nurhadi Suharsono Tia Ariani Salsabila Tia Ariani Salsabila Utojo, Widjadjanti Utojo, Widjajanti Utoyo, Widjajanti Verianto Vip Paramarta Vip Paramarta Vip. Paramarta Wahid, Deden Abdul Wahyu Saputra Wantias, Isni Widjajanti Utojo Widya Pratiwi Wirawan, Chevi Wirawan, Chevie Yacobus, Danny Jaya Yayuk Dwi Nenda, Ligar Yessica Febriany Yudhan Triyana Yusnita Ayu Hikma Yusup Erisyadi Yuwono, Ismanto Zaenal Aripin Zakaria Kuswara