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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 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.
The Effect of Trust, Perceived Ease of Use, and Perceived Risk in Shaping Patients’ Reuse Intention of Digital Hospital Services Rizky, Nadya Savira Amalia; 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.v14i1.4683

Abstract

This study aims to analyze factors influencing patient trust and reuse intention of digital healthcare services, focusing on perceived ease of use, perceived value, and perceived risk. The study used a quantitative approach with a cross-sectional design. Data were collected from 300 respondents and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), complemented by Importance–Performance Map Analysis (IPMA). The test results showed that perceived ease of use had no significant effect on trust or reuse intention, indicating that system ease of use alone was not sufficient to encourage continued use. Perceived value proved to have a strong and significant effect on trust, but did not directly influence reuse intention, indicating its role as an indirect factor through trust. Conversely, perceived risk was the most dominant predictor because it had a positive and significant effect on trust and reuse intention. IPMA analysis revealed that perceived risk had the highest level of importance on reuse intention, although its performance level was still considered moderate. This finding confirms that perceived risks related to security, privacy, and system reliability are crucial factors in building trust and encouraging the reuse of digital healthcare services.
Prediksi Work–Life Balance, Beban Kerja, dan Burnout terhadap Kepuasan Kerja pada Dokter Internship di Bali Agussalim, Vanessa Nicole; Effendy, Varrel Geary; Kosasih, Rogerio Andrez; Ningrum, Ratri Prasetya; Bernarto, Innocentius
Community Engagement and Emergence Journal (CEEJ) Vol. 6 No. 6 (2025): Community Engagement & Emergence Journal (CEEJ)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ceej.v6i6.9784

Abstract

Pendahuluan: Kepuasan kerja dokter internship merupakan aspek penting dalam menjaga kinerja dan kualitas pelayanan kesehatan. Faktor psikososial seperti work–life balance (WLB), beban kerja, serta burnout diduga berperan penting dalam memengaruhi tingkat kepuasan kerja. Penelitian ini bertujuan untuk menganalisis pengaruh WLB, beban kerja, dan burnout terhadap kepuasan kerja dokter internship di Bali. Metode: Penelitian ini menggunakan desain cross-sectional yang dilakukan pada Agustus–November 2025. Populasi meliputi seluruh dokter internship yang bertugas pada fasilitas jejaring di Provinsi Bali dengan sampel yang diperoleh melalui teknik total sampling. Data dikumpulkan secara daring menggunakan kuesioner Work–Life Balance Scale, Maslach Burnout Inventory (MBI), Quantitative Workload Inventory (QWI), dan Minnesota Satisfaction Questionnaire (MSQ). Analisis data mencakup uji korelasi dan regresi linear berganda dengan nilai signifikansi p<0,05. Hasil: Sebanyak 184 responden dilibatkan dalam penelitian ini. Rata-rata usia responden adalah 24,27±0,575 tahun, dengan mayoritas perempuan (63,6%) dan sedang berada di wahana rumah sakit swasta (92,4%). WLB menunjukkan korelasi positif sangat kuat terhadap kepuasan kerja (r=0,838; p<0,001), sementara beban kerja (r=–0,765), burnout (r=–0,828), depersonalization (r=–0,796), dan personal achievement (r=–0,737) berkorelasi negatif signifikan (p<0,001). Analisis multivariat menunjukkan bahwa WLB, burnout, dan depersonalization merupakan prediktor yang signifikan terhadap kepuasan kerja. Kesimpulan: Work–life balance meningkatkan kepuasan kerja, sedangkan burnout dan depersonalization sebaliknya, sehingga upaya memperbaiki keseimbangan antara pekerjaan dan kehidupan individu dan mencegah burnout penting untuk mendukung kesejahteraan dan mutu layanan oleh dokter internship.
The Relationship Between Patient Satisfaction Levels and Patient Visit Interest at the Lower Paniki Health Center Based on BPJS Scoring Chensie S. Angkasa; Afif Yuda Kusuma; Felicia Hananto; Oriza Varera; Innocentius Bernarto
Jurnal Indonesia Sosial Teknologi Vol. 6 No. 1 (2025): Jurnal Indonesia Sosial Teknologi
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jist.v6i1.8896

Abstract

Assessing the quality of services at health centers is an important part because it can indirectly have an impact on improving the degree of public health. Measuring and monitoring the quality of health services is impossible without indicators. Based on the Indonesian Minister of Health Regulation No. 30 of 2022, one of the indicators used to assess the quality of health services is patient satisfaction. The interest of patients to return to the Health Center can be influenced by their experience on previous visits. Patients who are quite satisfied with the health services provided will tend to return to the health center because they feel comfortable and believe in the quality of the services provided. Therefore, this study aims to evaluate the quality of health services based on the component of patient satisfaction at the Paniki Bawah Health Center. Data collection was carried out using a Google Form questionnaire for 100 patients who met the inclusion and exclusion criteria. Statistical analysis was carried out with SmartPLS software. Hypothesis testing is used to analyze the relationship between related variables as shown in the research model. The results showed a strong positive correlation between various dimensions of service quality and overall patient satisfaction. Thus, it can be concluded that the quality of health services at the Paniki Bawah Health Center is highly rated by BPJS patients. Interest in patient visits is also very high, showing satisfaction with the service.
Co-Authors . Wylen Abelina Dini Fitria Adeline, Florencia 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 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, 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 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