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Innocentius Bernarto, Innocentius
Business School, Fakultas Ekonomi Dan Bisnis, Universitas Pelita Harapan, Tangerang
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The Influence of Service Quality, Hospital Reputation, and Promotion Strategies on Patient Loyalty Puji Tenriangka, Andi Aulya; Resky Aulia, Andi Thalia; Melindah MR, Febi; Bernarto, Innocentius
Economos : Jurnal Ekonomi dan Bisnis Vol. 8 No. 3 (2025): ECONOMOS : Jurnal Ekonomi dan Bisnis
Publisher : Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Parepare

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31850/economos.v8i3.4096

Abstract

This study explores the influence of service quality, hospital reputation, and promotion strategies on patient loyalty in private hospitals in Bone. This topic was chosen because patient loyalty is a key factor in the sustainability of health institutions. Qualitative studies explore patient experiences and management perspectives related to the relationship between these factors are still limited. This study used a descriptive qualitative approach with semi-structured interviews with patients, marketing managers, and medical personnel; service observation; as well as analysis of promotional documents. Thematic analysis of transcripts and observational data revealed three main themes: the dimensions of service quality (reliability, communication, responsiveness) that affect satisfaction; a reputation role built through professional credibility and patient testimonials; and the effectiveness of promotional strategies as determined by the consistency of the message and the credibility of the source. The findings show that the quality of service and reputation are the main determinants of patient return intentions and recommendations, while promotion serves to increase awareness but needs to be supported by service quality to maintain loyalty. These results confirm the importance of integrating service quality improvement, reputation management, and ethical promotional practices to increase patient loyalty and hospital sustainability.
HOSPITAL BRANDING STRATEGY AND ITS IMPACT ON PATIENT TRUST AND SATISFACTION: A QUANTITATIVE ANALYSIS Bima Subiakto Rahmani; Syifa Ratnaya Safina; Innocentius Bernarto
MANAJEMEN DEWANTARA Vol 9 No 3 (2025): MANAJEMEN DEWANTARA
Publisher : Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30738/md.v10i1.21224

Abstract

Aims: This study aims to analyze the influence of Hospital Branding Strategy on Patient Trust and Satisfaction in the context of modern healthcare. In the increasingly competitive hospital industry, branding strategy is a strategic instrument for creating a positive image, increasing patient trust, and strengthening the emotional experience during the service process. Method: This research use quantitative method. Result: The analysis shows that Hospital Branding Strategy has a positive and significant effect on Patient Trust and Satisfaction. These findings demonstrate that a strong hospital image and reputation through effective communication, professionalism of medical personnel, and consistent service quality can simultaneously foster patient trust and satisfaction. A well-managed branding strategy also serves as a guarantee of quality and credibility, strengthening long-term relationships between patients and healthcare institutions. Overall, the results of this study confirm that strengthening hospital branding is not merely a marketing effort, but rather a reputation strategy that plays a crucial role in building patient trust and satisfaction. Hospitals that consistently manage their brands and prioritize patient needs will have a competitive advantage and sustained patient loyalty
Job Satisfaction Mediates Work Environment and Stress on Nurses’ Organizational Commitment: A Study at ABC Hospital, Bali Muliyanto, Evelyn Christina; Bernarto, Innocentius
International Journal of Science and Society Vol 7 No 4 (2025): International Journal of Science and Society (IJSOC)
Publisher : GoAcademica Research & Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/ijsoc.v7i4.1583

Abstract

ABC Hospital in Bali is grappling with significant issues concerning its nurses' organizational commitment, evidenced by high turnover rates and clear signs of job dissatisfaction. A preliminary survey underscored this challenge, revealing that over half of nurses (55%) would consider leaving for better opportunities, while a substantial portion (45%) were hesitant to assist colleagues if it encroached on their breaks. This situation poses a direct threat to the quality of the hospital's frontline healthcare services. This study sought to understand how the work environment and work stress influence organizational commitment, specifically examining the mediating role of job satisfaction. Data was gathered from 98 nurses via an online questionnaire and analyzed using SmartPLS 4.0. The findings were conclusive: a positive work environment significantly enhances organizational commitment, while work stress demonstrably diminishes it. The research also confirmed that job satisfaction positively impacts organizational commitment. Looking deeper, the work environment was found to positively influence job satisfaction, and conversely, work stress negatively affected job satisfaction. Crucially, the study established that job satisfaction fully mediates the relationship between both the work environment and work stress, and nurses' organizational commitment. These results strongly suggest that enhancing the work environment quality and effectively managing work stress are vital steps that can lead to improved job satisfaction, ultimately bolstering nurses' organizational commitment. Practically, ABC Hospital should focus on creating a conducive work environment and implementing effective stress management programs to curb turnover and elevate overall nurse performance.
Peran Organizational Citizenship Behavior (OCB), Transformational and Digital Leadership Terhadap Kinerja Melalui Mediasi Komitmen Organisasi Pada Family Business Purwanto, Agus; Purba, John Tampil; Bernarto, Innocentius; Sijabat, Rosdiana
Jurnal Ilmiah Sumber Daya Manusia Vol 4 No 3 (2021): JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia)
Publisher : Universitas Pamulang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32493/JJSDM.v4i3.10454

Abstract

Tujuan dari penelitian ini adalah untuk menganalisis Pengaruh Organizational Citizenship Behavior (OCB), Transformational, Digital Leadership Terhadap Kinerja Family Business Melalui Mediasi Komitmen Organisasi. Metode penelitian ini adalah metode kuantitatif dengan alat pengolah data menggunakan program SmartPLS versi 3.0. Data penelitian diperoleh dari kuesioner elektronik online yang didistribusikan secara online menggunakan metode snowball sampling. Responden penelitian ini adalah 120 karyawan senior dan manajer perusahaan famili Business di Banten. Hasil analisis data menunjukkan bahwa Hasil analisis data menunjukkan bahwa pada hubungan secara langsung OCB berpengaruh positif dan signifikan terhadap variabel kinerja usaha, kepemimpinan digital berpengaruh signifikan terhadap variabel kinerja , transformational leadership berpengaruh  tidak  signifikan terhadap variabel kinerja , OCB berpengaruh tidak  signifikan terhadap variabel kinerja, kepemimpinan digital berpengaruh signifikan terhadap variabel kinerja, Transformational Leadership  berpengaruh signifikan terhadap variabel , Komitmen Organisasi  berpengaruh tidak  signifikan terhadap variabel kinerja. Pada hubungan tidak langsung disimpulkan OCB berpengaruh tidak signifikan terhadap variabel kinerja melalui mediasi komitmen organisasi, kepemimpinan digital berpengaruh tidak signifikan terhadap variabel kinerja melalui mediasi komitmen organisasi, kepemimpinan digital berpengaruh tidak signifikan terhadap variabel kinerja melalui komitmen organisasi.
Paradox at Work: Unraveling Stress and Turnover in Healthcare: Evidence in Indonesian Hospitals Pratama, Albert Diaz; Bernarto, Innocentius
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 1 (2026): JIMKES Edisi January 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i1.4782

Abstract

This study aims to analyze the influence of leadership, job demands, and job resources on work stress and turnover intention of hospital staff, with work stress as a mediating variable. The study was conducted on medical and non-medical staff at three hospitals in Indonesia using a quantitative approach. A sample of 200 respondents was selected through purposive sampling with the criteria of a minimum of six months of service and direct involvement in hospital operations. Data were collected through a structured questionnaire and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results showed that leadership, job demands, and job resources significantly influenced work stress. Leadership and job demands also positively influenced turnover intention. In addition, work stress was shown to mediate the influence of leadership, job demands, and job resources on turnover intention. This study concluded that effective leadership management, job demand management, and job resource optimization play a significant role in reducing work stress and turnover intention of hospital staff. These findings provide practical implications for hospital management in improving workforce well-being and retention.
The Influence of Leadership, Communication, and Staff Attitude on Hospital Operational Efficiency in East Jakarta Satria, Briesha Aurevella Putri; Bernarto, Innocentius
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 1 (2026): JIMKES Edisi January 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i1.4783

Abstract

Hospital competition in Indonesia is increasing, requiring every institution to maintain sustainability through increased operational efficiency. Operational efficiency plays a crucial role in service quality, resource utilization, and hospital financial stability. This study aims to analyze the influence of leadership and communication on operational efficiency with staff attitudes as a mediating variable at ABC Hospital, East Jakarta. This study used a causal quantitative approach with Partial Least Squares-Structural Equation Modeling (PLS-SEM) analysis. The sample consisted of 204 healthcare workers at ABC Hospital. Data was collected using a 7-point Likert-scale questionnaire that had been tested for validity and reliability. The analysis included evaluation of the outer model, inner model, hypothesis testing, and Importance-Performance Map Analysis (IPMA). Leadership and communication significantly influenced staff attitudes. Staff attitudes significantly influenced operational efficiency and partially mediated the influence of leadership on operational efficiency. In addition, leadership also had a direct and significant influence on hospital operational efficiency. Therefore, improving leadership quality and strengthening staff professional attitudes are key strategies in sustainably improving the operational efficiency of ABC Hospital.
Analysis of The Relationship Between Work-Family Conflict, Workload, Work Environment, and Job Satisfaction On Turnover Intention Among Healthcare Workers At X Hospital In Central Sulawesi Sausan Maulida; Innocentius Bernarto
Dinasti International Journal of Education Management And Social Science Vol. 5 No. 6 (2024): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v5i6.2931

Abstract

This research was conducted based on findings regarding the high turnover at X Hospital Central Sulawesi. The primary objective of this study is to examine the influence of work-family conflict, workload, work environment, and job satisfaction on turnover intention among healthcare workers at X Hospital Central Sulawesi. This is a quantitative study utilizing a questionnaire for data collection, with a sample size of 171 respondents. The data analysis technique used is PLS-SEM with the SmartPLS statistical application. The results of the study found that work-family conflict has a significant and positive effect on turnover intention, workload has a significant and positive effect on turnover intention, work environment does not have a significant effect on turnover intention, and job satisfaction has a significant and positive effect on turnover intention.  
The Relationship between Response Time, Service Quality, Price Fairness and Facilities on Patient Satisfaction in the Dental Clinic of Sitanala Tanggerang Hospital Prizka Zulkarnain; Innocentius Bernarto
Dinasti International Journal of Education Management And Social Science Vol. 6 No. 1 (2024): Dinasti International Journal of Education Management and Social Science (Octob
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v6i1.3344

Abstract

This study aims to examine and analyze the relationship between response time, service quality, price fairness, and facilities on patient satisfaction at the dental polyclinic of RSUP Sitanala Tangerang. The convenience sampling technique was used to get 229 samples of outpatient dental polyclinic patients at RSUP Sitanala Tangerang were sampled. Data were collected through a Google Form questionnaire and analyzed using the PLS-SEM method with the embedded two-stage approach. The results of the study show that response time, service quality, price fairness, and facilities have a positive and significant effect on patient satisfaction at the dental polyclinic of RSUP Sitanala Tangerang. This study examines the relationship between response time, service quality, price fairness, and facilities on patient satisfaction in the dental clinic of RSUP Sitanala Tangerang, which has not been widely studied before in the specific context of dental clinics. The results of this study can be used as an evaluation to improve hospital services. Hospital management should review their pricing strategies, increase investment in infrastructure, ensure comfortable and clean facilities, ensure fast and efficient response times, and enhance service quality through continuous training to meet patient expectations. Future research should involve more clinics from various regions and consider additional variables that affect patient satisfaction.
An Analysis of the Influence of Workload, Compensation, and Work Environment on the Job Satisfaction of Health Workers at Hermina Hospital, Cilegon Akemah, Alden Jiraldi; Alifia, Jihan Fasya; Ginanjar, Muhammad Raihan; Namira, Syafira Nihla; Bernarto, Innocentius
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 3 (2025): Dinasti International Journal of Education Management and Social Science (Febru
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i3.6008

Abstract

Job satisfaction is a crucial factor in maintaining workforce performance and sustainability. Various changes in compensation systems, work environment conditions, and workload require a more in-depth analysis of the influence of these three aspects on job satisfaction. This study was conducted to identify the key determinants of job satisfaction as a basis for strengthening human resource management policies. The study aims to analyse the influence of workload, compensation, and the work environment on job satisfaction among healthcare workers. The study used SEMPLS with 200 respondents. The results of the study indicated that Compensation, Work Environment, and Workload had a positive and significant effect on Job Satisfaction. Among these variables, compensation emerges as the strongest predictor, followed by the work environment, whereas workload shows a smaller yet still significant effect. The study model also shows that these three variables are able to explain most of the variation in Job Satisfaction, with good validity, reliability, and predictive relevance. These findings confirm that employee job satisfaction is strongly influenced by fair compensation systems, supportive work environments, and well-regulated workload management.
The Influence of Service Failure, Service Recovery, and Customer Forgiveness on Customer Loyalty Ananda, Griselda; Bernarto, Innocentius
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 1 (2026): JIMKES Edisi January 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i1.4682

Abstract

Dental clinic services are vulnerable to service failures that can reduce patient trust and loyalty. This study analyzes the effect of service failure, service recovery, and customer forgiveness on revisit intention at dental clinics. The study used a quantitative approach with a survey method of 235 respondents who had used dental clinic services. Data analysis was conducted using Partial Least Square–Structural Equation Modeling (PLS-SEM) through SmartPLS to test the measurement and structural models, including direct and indirect effects. The results show that service failure has a negative and significant effect on service recovery, customer forgiveness, and revisit intention. Conversely, service recovery and customer forgiveness have a positive and significant effect on revisit intention. Mediation analysis shows that service recovery and customer forgiveness significantly mediate the relationship between service failure and revisit intention. The research model has good predictive ability based on the R-square, Q-square, and model fit index values. These findings emphasize the importance of minimizing service failures and strengthening patient recovery and relationship management strategies to increase loyalty and revisit intentions at dental clinics.
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