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Innocentius Bernarto, Innocentius
Business School, Fakultas Ekonomi Dan Bisnis, Universitas Pelita Harapan, Tangerang
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Pengaruh Kualitas Pelayanan, Infrastruktur Teknologi Informasi, dan Ketersediaan Tenaga Medis Terhadap Kepuasan Pasien di Rumah Sakit Swasta Salendra, Tania; Suciningtias, Marlyn; Tandy, Fenia; Bernarto, Innocentius
Jurnal Sehat Indonesia (JUSINDO) Vol. 6 No. 02 (2024): Jurnal Sehat Indonesia (JUSINDO)
Publisher : CV. Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jsi.v6i02.181

Abstract

Menurut Undang-Undang Kesehatan, kesehatan adalah hak asasi manusia dan merupakan salah satu elemen penting dalam kesejahteraan. Rumah sakit sebagai penyedia layanan kesehatan harus mengambil berbagai langkah untuk meningkatkan kepuasan pasien. Penelitian ini bertujuan untuk menganalisis dampak kualitas pelayanan, infrastruktur teknologi informasi dan ketersediaan tenaga medis terhadap kepuasan pasien di rumah sakit swasta. Metode yang digunakan adalah kuantitatif dengan pendekatan deskriptif. Data dikumpulkan melalui kuesioner yang disebarkan menggunakan Google Form. Populasi penelitian adalah seluruh anggota keluarga pasien di rumah sakit X, dengan teknik pengambilan sampel non-probability samplingyang kemudian menghasilkan 187 sampel. Hasil penelitian menunjukkan bahwa kualitas pelayanan, infrastruktur teknologi informasi dan ketersediaan tenaga medis berpengaruh positif terhadap kepuasan pasien. Oleh karena itu, rumah sakit swasta perlu memperhatikan faktor-faktor ini untuk meningkatkan kepuasan pasien.
The Effect of Enterprise Risk Management and Compliance Practices on The Firm Performance of Indonesian Banking Companies Tewu, M.L. Denny; Bernarto, Innocentius; Suwarno, Suwarno; Lisdiono, Purwatiningsih
Indonesian Journal of Business and Entrepreneurship Vol. 10 No. 1 (2024): IJBE, Vol. 10 No. 1, January 2024
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.10.1.52

Abstract

Enterprise Risk Management (ERM) practices are particularly crucial in this industry to ensure stability and compliance with regulatory requirements. This study examines the effect of ERM on a firm’s operational and financial performances by using two mediating variables of compliance practices and IT strategy. By using a quantitative approach, data was collected through purposive random sampling from 250 bank managers in Jabodetabek, Indonesia. The study found that ERM was found to influence financial and operational performance positively and significantly. Moreover, compliance practices positively and significantly affect both financial and operational performance. IT strategy also has a positive and significant impact on firm performance. In testing the mediating effect, IT strategy partially mediates the relationship between ERM and performance, as do compliance practices. These findings highlight the importance of ERM, IT strategy, and compliance practices in enhancing the performance of banking companies in Indonesia. The findings validate the increasing importance of risk management in the financial landscape in Indonesia. The recognition of the banking sector's complexity and vulnerability to diverse risk types, including credit, market, operational, and regulatory risks, underscores the critical role of risk management practices. Keywords: enterprise risk management, compliance practices, it strategy, financial performance, operational performance
The Influence of Promotion and Price Fairness towards Customer Loyalty mediates by Customer Satisfaction on GoJek Danty Adistya Artamevia Puteri Adji; Innocentius Bernarto
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 2 (2024): Jurnal Ekonomi Manajemen Sistem Informasi (November - Desember 2024)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i2.3430

Abstract

This study aims to analyze the effect of Promotion and Price Fairness on Customer Loyalty, both directly and indirectly, through Customer Satisfaction as a mediating variable. The research focuses on GoJek users in Jabodetabek area to understand how promotional activities and pricing policies shape customer loyalty in the ride-hailing industry. The study employs a quantitative approach with a survey method, collecting data from 220 respondents. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that Promotion and Price Fairness have a significant positive effect on Customer Satisfaction and Customer Loyalty. Furthermore, Customer Satisfaction serves as a key mediating variable that amplifies the impact of Promotion and Price Fairness on Customer Loyalty. The findings highlight the importance of effective promotional strategies and fair pricing policies in fostering customer satisfaction and loyalty in competitive digital service ecosystems like ride-hailing. The study concludes that enhancing Customer Satisfaction through these variables is critical for GoJek to strengthen customer retention and sustain a competitive advantage in the market.
The Influence Of Website Design Quality, Perceived Value, And Satisfaction As A Mediator On Repurchase Intentions: A Case Study Of Tokopedia Angel Mardenia Giovanni; Innocentius Bernarto
Jurnal Pendidikan Indonesia Vol. 5 No. 11 (2024): Jurnal Pendidikan Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v5i11.6275

Abstract

Indonesia diperkirakan akan muncul sebagai ekonomi global terkemuka di masa depan, memposisikannya sebagai target yang menarik bagi banyak perusahaan e-commerce. Hal ini menyebabkan lingkungan pasar yang sangat kompetitif, memaksa para pelaku industri untuk fokus pada mempertahankan loyalitas konsumen. Dampak kualitas desain situs web dan nilai yang dirasakan pada niat pembelian kembali, dengan E-kepuasan bertindak sebagai faktor mediasi, merupakan bidang studi utama dalam sektor e-commerce. Penelitian ini menggunakan pendekatan studi kausal, yang melibatkan 250 responden yang merupakan konsumen Tokopedia, salah satu platform e-commerce terbesar di Indonesia. Temuan ini mengungkapkan bahwa kualitas desain situs web, nilai yang dirasakan, dan E-satisfaction memiliki efek yang signifikan dan positif pada niat pembelian kembali.
Pengaruh Kualitas Layanan Dan Pengalaman Pasien Terhadap Word Of Mouth Dimediasi Oleh Kepuasan Pasien Di Ruang Rawat Inap RSUD Tobelo Halmahera Utara Hododjojo, Edmont; Bernarto, Innocentius; Seftian Surya, Welong
COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat Vol. 4 No. 8 (2024): COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/comserva.v4i8.2735

Abstract

Penelitian ini bertujuan untuk mengeksplorasi pengalaman pasien rawat inap di RSUD Tobelo guna mengidentifikasi faktor-faktor yang mempengaruhi kepuasan pasien dan kualitas layanan, serta dampaknya terhadap loyalitas dan rekomendasi pasien melalui Word of Mouth (WOM). Dengan menggunakan metode kuantitatif survei analitik dan pendekatan studi potong lintang, penelitian ini melibatkan 160 responden dan analisis statistik inferensial menggunakan Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa pengalaman pasien memiliki pengaruh signifikan terhadap kepuasan pasien dan WOM. Sementara itu, beberapa dimensi kualitas pelayanan seperti assurance, empathy, reliability, dan responsiveness tidak memiliki pengaruh signifikan terhadap kepuasan pasien, baik secara langsung maupun melalui WOM. Temuan ini memberikan wawasan penting bagi manajemen rumah sakit untuk meningkatkan kualitas layanan dan mengurangi risiko WOM negatif, yang pada gilirannya dapat memperbaiki citra dan daya saing rumah sakit
What Drives Customer Satisfaction? : Evidence From Customer Fast Food Restaurant Indonesia Bernarto, Innocentius; Juliana; Djakasaputra, Arifin
Jurnal Aplikasi Bisnis dan Manajemen Vol. 8 No. 3 (2022): JABM Vol. 8 No. 3, September 2022
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.8.3.711

Abstract

This study aims to examine the positive effect of food quality and brand image on satisfaction and to examine the positive effect of satisfaction on word mouth. Then, tested the moderation of price fairness on the relationship between product quality and brand image and tested the moderation of price fairness on the relationship between satisfaction and word of mouth. Methods of data collection by using a questionnaire. The number of samples in this study were 260 fast food restaurant customers. Data analysis with partial least square-structural equation modeling (PLS-SEM). The results showed that food quality and brand image had a positive effect on satisfaction, then satisfaction had a positive effect on word of mouth. Furthermore, price fairness does not moderate the relationship between product quality and satisfaction, the relationship between brand image and satisfaction, the relationship between satisfaction and word of mouth. Keywords: brand image, food quality, price, satisfaction, word of mouth
Patient Satisfaction and Intention To Revisit Outpatient Specialist Clinic at XYZ Hospital, Bekasi City Rifa, Alissa; Bernarto, Innocentius
Jurnal Aplikasi Bisnis dan Manajemen Vol. 9 No. 3 (2023): JABM Vol. 9 No. 3, September 2023
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.9.3.887

Abstract

This research was done as a response to the discrepancy between the target and the actual revisitations to the specialized outpatient clinic at XYZ Hospital in Bekasi City, then hoping to improve revisit intention at XYZ Hospital in Bekasi City. Several theories suggest that an increase in patient satisfaction leads to an increase in revisit intention. Patient satisfaction itself is related to hospital's physical environment, registration service, waiting time, doctor service, and nurse service. The aim of this study is to find out the positive impact of those variable towards patient satisfaction and then revisit intention. The model used in this study was adapted from previous research that was empirically tested on the population of patients at the specialized outpatient clinic at XYZ Hospital in Bekasi City. This study is a quantitative cross-sectional study. A questionnaire, made from prior interviews, was used to gauge hospital's physical environment, registration service, waiting time, doctor service, and nurse service. Respondent data were collected using purposive sampling with a total of 400 respondents. The data were analyzed using the PLS-SEM method. The results of the study showed that the hospital's physical environment, registration service, waiting time, doctor service, and nurse service have a positive influence on patient satisfaction. In addition, patient satisfaction also has a positive influence on revisit intention. In conclusion, this study proved that hospital’s physical environment, registration service, waiting time, doctor service, and nurse service have a positive impact on patient satisfaction which in turn had a positive impact on patient’s revisit intention. Keywords: doctor service, nurse service, outpatient specialist, patient satisfaction, revisit intention
Pengaruh Short Waiting Time, Interpersonal Communication, Environment, dan Service Quality Terhadap Tingkat Kepuasan Pasien di Poli Gigi RSUD Kanjuruhan, Kabupaten Malang, Jawa Timur Victreza, Dellaura Mercia; Bernarto, Innocentius
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 6 No. 7 (2024): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v6i7.3353

Abstract

This study aims to determine the effect of the variable SHORT WAITING TIME, INTERPERSONAL CUMMUNICATION, SERVICE QUALITY , Service quality on patient satisfaction at RSUD Kanjuruhan’s Dental Clinic. The model of this research was tested on a population of outpatients who had received treatment using a purposive sampling technique and obtained a sample size of 389 people in the period 15 November 2023 – 15 February 2024. Data collection was carried out online via a Google Form questionnaire using a Likert scale of 1 -5. The analysis method uses the SEM-PLS (Structural Equation Modelling based on Partial Least Square) technique using the SmartPLS 4.0 application. The results of this study show that: (1) there is a significant positive effect between short waiting time and patient satisfaction at RSUD Kanjuruhan’s Dental Clinic, (2) there is a significant positive effect between interpersonal communication and patient satisfaction at RSUD Kanjuruhan’s Dental Clinic Poly, (3) there is the influence is not positive and not significant effect between environmentand patient satisfaction at RSUD Kanjuruhan’s Dental Clinic, (4) there is a significant positive effect between service quality and patient satisfaction at RSUD Kanjuruhan’s Dental Clinic
The Influence of Transformational Leadership, Academic Supervision, and Interpersonal Communication on the Performance of XYZ Elementary School Teachers at Bekasi Junita, Junita; Bernarto, Innocentius
Jurnal Indonesia Sosial Sains Vol. 6 No. 3 (2025): Jurnal Indonesia Sosial Sains
Publisher : CV. Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jiss.v6i3.1655

Abstract

The success of a teacher's performance is inseparable from the active role of all components of the school environment that support educational success. Collaboration among school leaders, teachers, administrative staff, and parents is required. School leaders must also be proactive in assisting teachers with their problems. This study aimed to determine the positive influence of transformational leadership, academic supervision, and interpersonal communication on the performance of teachers at SD XYZ in Bekasi. The research was conducted at SD XYZ Bekasi starting in October 2024 with a sample of all teachers at SD XYZ Bekasi, totaling 47 teachers. The data obtained were analyzed using SmartPLS 3.0. This quantitative study employed a structural equation modeling (SEM) approach and IPMA. The results showed that transformational leadership had a positive impact on academic supervision, and interpersonal communication had a positive impact on academic supervision transformational leadership had a positive impact on teacher performance, academic supervision had a positive impact on teacher performance, interpersonal communication had a positive impact on teacher performance at SD XYZ Bekasi.
The Influence of Education Management, Transformational Leadership, and Teacher Performance Effectiveness on Student Learning Outcomes at SMAN 1 Dolok Pardamean Simalungun Regency Sipayung, Mario Asido; Bernarto, Innocentius
Jurnal Indonesia Sosial Sains Vol. 6 No. 3 (2025): Jurnal Indonesia Sosial Sains
Publisher : CV. Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jiss.v6i3.1656

Abstract

This research examines the influence of education management, transformational leadership, and effective teacher performance on student learning achievement at SMAN 1 Dolok Pardamean, Simalungun Regency. Based on observations and interviews, it was found that effective education management, transformational leadership, and optimal teacher performance contribute to improving student learning outcomes. This research used a quantitative approach with the SEM-PLS method to analyze the relationship between variables. The research subjects were 41 SMAN 1 Dolok Pardamean teachers in the odd semester of the 2024/2025 school year. The results of the analysis show that education management, transformational leadership, and teacher performance positively affect student learning achievement. The path coefficients for each variable are 0.312, 0.342, and 0.373, with a p-value <0.05, indicating a significant effect. The model can explain 76.7% of the variance in student learning outcomes. The findings confirm the importance of effective education management implementation and transformational leadership in improving learning quality and student learning outcomes.
Co-Authors . Wylen Abelina Dini Fitria Adeline, Florencia Adhitya Ananta, Aryanto Adityatama, Erick Kristianto Adventa Intan Pramesthi Afif Yuda Kusuma Agus Purwanto AGUS PURWANTO Agus Purwanto Agus Purwanto Agussalim, Vanessa Nicole Akemah, Alden Jiraldi Akuba, Stefy Falentino Albert Diaz Pratama Albert Surya Wanasida Ali Djamhuri Alifia, Jihan Fasya Alya Nadira Ananda, Griselda Andi Sulistiyadi Andini, Tania Meilinda Rizky Andrea Nadifa Angel Mardenia Giovanni Angelina, Sylvia Anggi Pertiwi Br Tarigan Anggraeni, Agita Tria Anis Annisa Itsnaini Ansori, Oxy Asfuridah Anton Wachidin Widjaja Antonio, Ferdi Ariana, I Made Agus Aristo, Benny Asbari, Masduki Assyifa Nur Amanda Putri Atmaja, Ivan Surya Bambang, Robertus Maria Barnavio, Allisa Laurina Berlianto, Margaretha Pink Bima Subiakto Rahmani Bobby Agustinus Parengkuan Boy Eduard Richard Wajong Br Tarigan, Anggi Pertiwi Candra, David Carla Clarissa Chensie S. Angkasa Chin, Vicky Christiana, Ria Renny Christine L. Sommers Claudia, Maria Cynthia Fransiska Dadang Irawan Daniel Ong Kim Kui Danty Adistya Artamevia Puteri Adji Darrell Fernando David Candra Della Notonagoro Diajeng Herika Hermanu Dian Purnamasari Djakasaputra, Arifin Donna Imelda Edmont Hododjojo Edmont Hododjojo, Edmont Effendy, Varrel Geary Ellen Ellen Ellyamurti, Devanti Octavia Emmanuelle Jocelyn Handoyo Erika Ambarita Errica Herjany Erwin Santosa Evander, Erick Evo S Hariandja Evy Yanthy Ezra Aileen Faiza Husnayeni Nahar Fania Mutiara Savitri Faridah Jane Quinta Febby Meilisa Felicia Hananto Fenia Tandy Firdaus Putra Firdaus Razie Sugondo Frankly Oktavian Palendeng Fransiska, Cynthia Freddy Ong Gandadinata Thamrin Gilang Affanda Sovianto Putra Ginanjar, Muhammad Raihan Go Brian R. Gosal Goeltom, Vasco Adato H. Gosal, Go Brian R. Grace Solely Houghty Graciella Jeanne Aretha Kurniawati Gregorius Edwin Yonathan Gregorius Edwin Yonathan Griselda Ananda Gusti Ayu Kade Devina Muryantisa Hamdoyo, Audrey Hamzah, Adilla Nur Hananto, Pandu Tri Hasbullah, Yudistira Hendelyyn, Alvin Hendra Achmadi, Hendra Hendyansyah Putra Hermanu, Diajeng Herika Hermas Kornelius Hermawati, Oki Hermawati, Vina Hong Fu Sheng Hubner, Ira B. Hutabarat, Zoel hutagalung, leo Hutapea, Ruth N. Hyun, Choi Chi I Made Agus Ariana Ian N. Suryawan, Ronnie R. Masman, Ian Nurpatria Suryawan Ian Nurpatria Suryawan Imelda, Donna Intania Winalda Irianti, Antania Hanjani Irianti, Rahel Iskandar, Ivana Ivonne Kristi Jahja, Felicia Jane Maria Fransiska Tahulending Jang, Johan Jeremy Iron Wiratama Johan Jang Jonathan, Andrew Jong, Martinus Thjia Tjen Juanna Judith Huliselan Juliana Juliana, Juliana Junita Junita Junita Junita Kayla Putri Legawa Khairana, Fadhila Rachma Kosasih, Rogerio Andrez Kristiano Kristiano Kristiano, Kristiano Kurniawaty, Deasy Erika Kusumadi, Lourdes Joanna Kusumaningsih, Sekundina Williana Laksmi M Wijayanti Lamhot Henry Pasaribu Lamhot Henry Pasaribu Lauditta, Adelia Usi Leo Hutagalung Levi Jose Antonio Horacio Da Costa Serrano Limanto, Sherly Liowina Adlin Hokky Liowina Adlin Hokky Lisdiono, Purwatiningsih M.M, Patricia Maisie Adeline Tanaya Manurung, Rahel Novianti Margaretha P. Berlianto Maria, Hesti Mario Asido Sipayung Marlyn Suciningtias Martinus Hanandito Nugroho Pratomo Linggo Masduki Asbari Masduki Asbari Maulida, Sausan Megan Caroline Santoso Sie Meilani, Yohana F Cahaya Palupi Meilani, Yohana F. C. Palupi Meilina Meilina Meilina, Meilina Meilisa, Febby Melindah MR, Febi Meranga, Isana S.C Merry Merry Mohamad Ramdan Moses Lorensius Parlinggoman Hutabarat Muhammad Agung Hidayatullah Muliyanto, Evelyn Christina Mumtaza, Dara Daula Nafatilana, Dinda Nagan, Natalia Namira, Syafira Nihla Natalia Sukarnadi Natalia, Velliana Natasha Waya Nicholas Wilson Ningrum, Ratri Prasetya Nur Ghaliyah Sandra Putri Nur lelasari Nurindah, Nonalisa Oktisari, Puni Oriza Varera Orlando Gaberamos Ory Laras Fitkarani Palendeng, Frankly Oktavian Paramitha Utami Patria, Danet Phinari, Handelia Poltak Sinaga, Poltak Posma Debora Siringo Ringo Pramesthi, Adventa Intan Prameswari, Mirza Pramono, Rudy Prasetianto, Aditia Pratama, Albert Diaz Prizka Zulkarnain Puji Tenriangka, Andi Aulya Purba, John Tampil Purnomo, Indra Puspita Faustina Puteri, Divya Meidina Putra, Firdaus Putra, Gilang Affanda Sovianto Putri Vika Noerindah Putri, Cindy Caludia Pandoyo Putri, Indah Wira Putu Ratih Wijayanthi Quinta, Faridah Jane Radnan, Yokie Rahel Irianti Raissa Liem Ramdan, Mohamad Ramli, Wynona Rappoport, Alexander Rara Wilis Setiawati Renata, Apta Resky Aulia, Andi Thalia Respati Wuryo Putro Revel Gabriel Revel Sangkay, Revel Richo Ryanto Raharjo Rifa, Alissa Rijanto Purbojo Rinto Rain Barry Rista Nurfajrianti Riyanti Riyanti Rizky, Nadya Savira Amalia Rocky Nagoya Ronnie Resdianto Masman Ronnie Resdianto Masman Ronnie Resdianto Masman Ronnie Resdianto Masman Rosdiana Sijabat Safitri, Ahda Salendra, Tania Sandra Maleachi Santoso, Anita Sevira Santoso, Priyono Budi Saputra, Riski Novian Indra Sarah Mareta Devira Satria, Briesha Aurevella Putri Sausan Maulida Sekundina Williana Kusumaningsih Setia, Astutik Shafa, Adillah Najla Sidarta, Rio Nagata Putra Sihite, Otto Berman Sinaga, Avelin Triani Veronica Sipayung, Mario Asido Stefany Lutan Stephanie Olivia Stevani Suciningtias, Marlyn Sudibjo, Niko Suharto, Bernadus Freddy Sulistiyadi, Andi Sulistyanto, Hari Sunaryo Oentara Sutanto, Sandy Suwarno Suwarno Syifa Naira Yudianto Syifa Ratnaya Safina Tanaya, Maisie Adeline Tandy, Fenia Tania Salendra Tania, Abigail Tansya Purnaningrum Taufik Supriyana Trisaputra Teresa Avilla Kasigit Tewu, M.L. Denny Themmy Noval Tjoa, Catrin Tresia Anggraini Trifiana Tiodora Uno, Sandiaga Salahuddin Valerie Aurora Gunawan Velliana Natalia Vena Angelica Venny, Venny Vicko Pratama Victreza, Dellaura Mercia Vidya Paramita Viera Dzakiyyah Muthohharoh Virsa Sari Widuri Wahyu Wulandari Wajong, Boy Eduard Richard Welong Seftian Surya Widiartanto, Sendy Aria Widuri, Virsa Sari Wijayanthi, Putu Ratih Wijayanti, Laksmi Mayesti Williana kusumaningsih Winanti Winanti WINANTI, WINANTI Wismantari, Trusti Wuisan, Dewi Wylen, . Yanner, Yanner yanthy, Evy Yaputri, Prisca Yash Raja Morangkey Yohana Cahya Palupi Yohana F. Cahya Palupi Meilani Yonathan Delvonvio Kent Yosha Santoso Putra Yukichika Kawata Yulan Yulan Yules Gustaf Messa Yuliana Yuliana Yulin, Martha Yustisia Kristiana Zhohara, Verena Tsania Zulkarnain, Prizka