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Innocentius Bernarto, Innocentius
Business School, Fakultas Ekonomi Dan Bisnis, Universitas Pelita Harapan, Tangerang
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The Role of Patient Satisfaction as Mediators on the Influence of People, Waiting Time, and Price Fairness on Revisit Intention in A Clinic, Bekasi Satria, Briesha Aurevella Putri; Innocentius Bernarto; Syifa Naira Yudianto; Emmanuelle Jocelyn Handoyo; Alya Nadira
ProBisnis : Jurnal Manajemen Vol. 16 No. 06 (2025): November: Management Science
Publisher : Lembaga Riset, Publikasi dan Konsultasi JONHARIONO

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study examines the influence of healthcare professionals (people), waiting time, and price fairness on patient satisfaction and revisit intention at Beauty Clinic A in Bekasi. Using a quantitative, cross-sectional survey approach, data were collected from 141 patients and analyzed using Structural Equation Modeling (SEM) with SmartPLS. The results show that all three variables people, waiting time, and price fairness positively and significantly affect patient satisfaction. Furthermore, patient satisfaction strongly predicts revisit intention, functioning as an effective mediating variable between service quality factors and behavioral outcomes. The model demonstrates strong explanatory power, with 91.4% of the variance in patient satisfaction and 85.2% in revisit intention explained by the tested variables. IPMA results indicate that people, price fairness, and patient satisfaction fall into the high-importance but low-performance quadrant, suggesting the need for managerial prioritization. Overall, the study highlights that professional competence, efficient waiting times, and fair pricing are essential to enhancing satisfaction and encouraging patient loyalty in aesthetic healthcare settings.
Minat dan Hambatan Publikasi Artikel pada Jurnal Internasional Bereputasi: Studi Eksploratori pada Mahasiswa Doktoral di Sebuah Perguruan Tinggi Swasta di Jakarta Agus Purwanto; Rudy Pramono; Innocentius Bernarto; Masduki Asbari; Priyono Budi Santoso; Mirza Prameswari Saifuddin; Choi Chi Hyun; Laksmi m Wijayanti; freddy Ong; Williana kusumaningsih
Edumaspul: Jurnal Pendidikan Vol 4 No 1 (2020): Edumaspul: Jurnal Pendidikan
Publisher : Universitas Muhammadiyah Enrekang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33487/edumaspul.v4i1.348

Abstract

Tujuan dari penelitian ini adalah untuk mengidentifikasi dan menyelidiki dan mendalami peluang, minat dan hambatan mahasiswa doktoral dalam melakukan publikasi pada jurnal internasional bereputasi seperti Scopus dan Web of Science. Penelitian ini menggunakan metode kualitatif yaitu studi kasus eksploratif. Pengumpulan data primer menggunakan wawancara semi terstruktur dengan responden sebanyak 5 (lima) mahasiswa program doktoral di sebuah Universitas Swasta di Jakarta yang dipilih dan ditentukan dengan menggunakan metode purposive sampling. Hasil dari penelitian ini menunjukkan bahwa responden mahasiswa doktoral memiliki kesadaran dan minat yang positif untuk melakukan publikasi artikelnya di jurnal internasional bereputasi dengan beberapa tujuan utama, yakni: untuk memenuhi persyaratan kelulusan program doktoral, agar artikelnya disitasi penulis lainnya, untuk meningkatkan kompetensi, dan guna meningkatkan reputasi diri. Namun demikian, responden mahasiswa juga memiliki beberapa hambatan untuk melakukan publikasi pada jurnal internasioanl bereputasi seperti keterbatasan dana, keterbatasan waktu, kesulitan mencari referensi, waktu proses publikasi yang relative lama, keterbatasan kemampuan bahasa inggris, keterbatasan kemampuan penggunakan alat bantu software untuk pemeriksaan paper seperti similiarity test dan grammar test serta keterbatasan destinasi jurnal-jurnal internasional bereputasi yang akan menjadi tempat mempublikasikan artikelnya. Keterbatasan penelitian ini adalah jumlah sampel yang masih sedikit, yakni hanya lima orang dan subyek penelitian hanya pada mahasiswa program doktoral saja di universitas swasta di Jakarta dan belum tentu hasilnya sama jika penelitian dilakukan pada jenjang magister atau sarjana di universitas lain dan di tempat yang lain. Penelitian ini dapat menjadi referensi bagi penelitian sejenis selanjutnya di jenjang pendidikan yang berbeda, di universitas yang berbeda seperti di universitas negeri dan di tempat yang lain. Untuk penelitian selanjutnya dapat dikembangkan dengan metode kuantitatif dengan jumlah sampel yang lebih besar dan wilayah yang lebih luas misalnya lintas provinsi atau lintas negara.
Analisa Pengaruh Ketersediaan Fasilitas, Kualitas dan Efektivitas Pelayanan Terhadap Kepuasan Pasien di Poli Umum Klinik Medika POLRES Semarang Nur Ghaliyah Sandra Putri; Sarah Mareta Devira; Gusti Ayu Kade Devina Muryantisa; Innocentius Bernarto
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 5 (2025): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v7i5.7690

Abstract

This study was conducted to examine and provide an analysis of the availability of facilities, quality of service, and their effectiveness in relation to patient satisfaction at the General Outpatient Clinic of Medika Clinic, Semarang Police Department. This research employs a quantitative approach with a descriptive method. Data were collected through questionnaires completed by respondents, with samples obtained using an accidental sampling technique. This sampling method involves selecting individuals who happened to be present at the location during the time the research was conducted.
The Effect of Hospital Service Management Quality on Patient Satisfaction at Siloam Lippo Village Hospital Building B Karawaci Albert Diaz Pratama; Kayla Putri Legawa; Natasha Waya; Innocentius Bernarto
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 7 No 3 (2024): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v7i3.5038

Abstract

The development of technology and information increases public understanding, making them more selective in choosing health services. Therefore, hospitals must provide the best service with good management and planning, as well as quality workers. Objective: This study aims to determine and explain the effect of hospital service management quality on patient satisfaction at Siloam Lippo Village Hospital Building B Karawaci, based on a review of literature and previous research. This study applies a basic method in the form of a quantitative descriptive method. The quantitative descriptive method is a systematic approach to answering a problem and gaining a deeper understanding of a phenomenon. This study evaluates the relationship between various aspects of hospital service quality, such as management service quality, technical, empathy, responsiveness, accessibility, responsibility, security, patient involvement, and other elements such as communication, access and waiting time, and quality of care, with patient satisfaction. The results of the analysis show that the majority of these factors have a positive and significant effect on patient satisfaction, except for some elements that do not show a significant effect. This study makes an important contribution to understanding the factors that influence patient satisfaction in hospitals, by highlighting the importance of holistic service quality management to improve patient experience and satisfaction.
Co-Authors . Wylen Abelina Dini Fitria Adeline, Florencia Adityatama, Erick Kristianto Adventa Intan Pramesthi Agus Purwanto AGUS PURWANTO Agus Purwanto Agus Purwanto Akuba, Stefy Falentino Albert Diaz Pratama Albert Surya Wanasida Ali Djamhuri Alya Nadira 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 Bobby Agustinus Parengkuan Boy Eduard Richard Wajong Br Tarigan, Anggi Pertiwi Candra, David Carla Clarissa 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 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 Fenia Tandy Firdaus Putra Firdaus Razie Sugondo Frankly Oktavian Palendeng Fransiska, Cynthia Freddy Ong Gandadinata Thamrin Gilang Affanda Sovianto Putra Giovanni, Angel Mardenia 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, Felicia 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 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 Meranga, Isana S.C Merry Merry Mohamad Ramdan Moses Lorensius Parlinggoman Hutabarat Muhammad Agung Hidayatullah Mumtaza, Dara Daula Nafatilana, Dinda Nagan, Natalia Natalia Sukarnadi Natalia, Velliana Natasha Waya Nicholas Wilson Nur Ghaliyah Sandra Putri Nur lelasari Nurindah, Nonalisa Oktisari, Puni Orlando Gaberamos Ory Laras Fitkarani Palendeng, Frankly Oktavian Paramitha Utami Patria, Danet Phinari, Handelia Poltak Sinaga, Poltak Pramesthi, Adventa Intan Prameswari, Mirza Pramono, Rudy Prasetianto, Aditia 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 Respati Wuryo Putro Revel Gabriel Revel Sangkay, Revel Richo Ryanto Raharjo Rifa, Alissa Rijanto Purbojo Rinto Rain Barry Rista Nurfajrianti Riyanti Riyanti Rocky Nagoya Ronnie Resdianto Masman Ronnie Resdianto Masman Ronnie Resdianto Masman Ronnie Resdianto Masman Rosdiana Sijabat S. Angkasa, Chensie Safitri, Ahda Salendra, Tania Sandra Maleachi Santoso, Anita Sevira Santoso, Priyono Budi Saputra, Riski Novian Indra Sarah Mareta Devira Satria, Briesha Aurevella Putri Seftian Surya, Welong 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 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 Varera, Oriza 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 Yuda Kusuma, Afif Yukichika Kawata Yulan Yulan Yuliana Yuliana Yulin, Martha Yustisia Kristiana Zhohara, Verena Tsania Zulkarnain, Prizka