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ANALISIS KOMPARATIF CAPAIAN INDIKATOR MUTU ANTAR TRIWULAN DAN PENGARUH KETEPATAN WAKTU PELAYANAN RAWAT JALAN, PENGENDALIAN PENUNDAAN OPERASI ELEKTIF, SERTA KEPATUHAN WAKTU VISITE DOKTER TERHADAP KEPATUHAN CLINICAL PATHWAY DI RS X KOTA T TAHUN 2025 Alita Adiwarna; Komang Galih Laksmi Dewi; Innocentius Bernarto
Journal of Economic, Bussines and Accounting (COSTING) Vol. 9 No. 2 (2026): Journal of Economic, Bussines and Accounting (COSTING)
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/xqy5n786

Abstract

Penelitian ini bertujuan untuk menganalisis perbandingan capaian indikator mutu antar triwulan serta pengaruh ketepatan waktu pelayanan rawat jalan, pengendalian penundaan operasi elektif, dan kepatuhan waktu visite dokter terhadap kepatuhan clinical pathway di RS X Kota T tahun 2025. Penelitian menggunakan pendekatan kuantitatif dengan desain observasional analitik dan metode retrospektif berdasarkan data mutu rumah sakit selama empat triwulan tahun 2025. Sampel penelitian berupa data indikator mutu pelayanan rumah sakit yang meliputi ketepatan waktu pelayanan rawat jalan, angka penundaan operasi elektif, kepatuhan waktu visite dokter, serta tingkat kepatuhan clinical pathway. Analisis data dilakukan secara deskriptif, komparatif, dan inferensial menggunakan uji ANOVA dan regresi linear berganda untuk mengetahui perbedaan capaian antar triwulan dan pengaruh variabel independen terhadap kepatuhan clinical pathway. Hasil penelitian menunjukkan terdapat perbedaan capaian indikator mutu antar triwulan, dengan peningkatan pada ketepatan waktu pelayanan rawat jalan dan kepatuhan waktu visite dokter, serta penurunan angka penundaan operasi elektif. Ketepatan waktu pelayanan rawat jalan dan kepatuhan waktu visite dokter berpengaruh positif dan signifikan terhadap kepatuhan clinical pathway, sedangkan penundaan operasi elektif berpengaruh negatif terhadap kepatuhan clinical pathway. Secara simultan, ketiga variabel memiliki pengaruh signifikan terhadap peningkatan mutu pelayanan rumah sakit. Penelitian ini menyimpulkan bahwa penguatan manajemen mutu pelayanan, pengawasan pelaksanaan pelayanan klinis, dan optimalisasi kepatuhan tenaga medis terhadap standar pelayanan dapat meningkatkan kepatuhan clinical pathway dan mutu pelayanan rumah sakit secara berkelanjutan.
Analysis Of JKN Mobile User Satisfaction using Servqual Method at Private Hospitals in West Bekasi Deasy Erika Kurniawaty; Lourdes Joanna Kusumadi; Allisa Laurina Barnavio; Innocentius Bernarto
Indonesian Marketing Journal Vol. 5, No. 1, April 2025
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v5i1.9772

Abstract

As the national health insurance provider for all Indonesians, the Social Security Administering Body (BPJS) is working toward enhancing its service with JKN Mobile. It is anticipated that the JKN Mobile application will enable customers to obtain more user-friendly and effective services. The research uses a quantitative approach.  The population in this study is 77. This study uses the purposive sampling method with certain criteria for a total of 65 samples. The instrument uses a questionnaire. Data analysis uses SERVQUAL. Data processing is using IBM SPSS version 25. The results on the collected data show Cronbach’s Alpha value for perception of 0.823 and expectations of 0.782, greater than 0.60, meaning that the questionnaire of this study is reliable.  The conclusion of the study conducted in Private Hospitals in West Bekasi shows that the menu and features of JKN Mobile are perceived as incomplete and, to some extent, are not functioning properly most of the time.
The Influence of Health Worker Communication, Patient Engagement, and Service Coordination on the Quality of Service at Harapan Bunda Banda Aceh Hospital Based on Patient-Centered Care Dewi Yuliana Fithri; Innocentius Bernarto
Journal of Business, Social and Technology Vol. 7 No. 3 (2026): Journal of Business, Social and Technology
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/jbt.v7i3.676

Abstract

Background: Hospital service quality remains a challenge in Indonesian private hospitals, and evidence on how Patient-Centered Care (PCC) influences service quality remains limited. Objective: This study aimed to analyze the influence of health worker communication, patient engagement, and service coordination on the quality of hospital services based on Patient-Centered Care at Harapan Bunda Banda Aceh Hospital. Methods: This quantitative cross-sectional study involved 287 outpatients and inpatients selected through purposive sampling. Data were collected using a validated Likert-scale questionnaire and analyzed using Pearson’s correlation and binary logistic regression. Results: The results showed that health worker communication had a positive and significant relationship with hospital service quality, with a correlation coefficient of 0.64 and an odds ratio (OR) of 3.74 (p = 0.001). Patient engagement also significantly influenced service quality, with a correlation coefficient of 0.58 and an OR of 2.59 (p = 0.004). Furthermore, service coordination had a positive and significant influence on service quality, with a correlation coefficient of 0.60 and an OR of 2.86 (p = 0.003). Collectively, the three variables accounted for 66% of the variation in hospital service quality (Nagelkerke R² = 0.66). The Hosmer–Lemeshow goodness-of-fit test indicated that the model adequately fit the data (χ² = 5.874, p = 0.672). Health worker communication was identified as the most dominant variable influencing hospital service quality. Conclusion: This study concludes that implementing Patient-Centered Care principles through effective health worker communication, active patient engagement, and well-coordinated services can significantly improve the quality of hospital services.
Co-Authors . Wylen Abelina Dini Fitria Adeline, Florencia Aditia Prasetianto Adventa Intan Pramesthi Afif Yuda Kusuma AGUS PURWANTO Agus Purwanto Agus Purwanto Agus Purwanto Agussalim, Vanessa Nicole Akuba, Stefy Falentino Albert Diaz Pratama Albert Diaz Pratama Albert Surya Wanasida Ali Djamhuri Alita Adiwarna Allisa Laurina Barnavio Alya Nadira Andi Aulya Puji Tenriangka Andi Sulistiyadi Andi Thalia Resky Aulia Andini, Tania Meilinda Rizky Andrea Nadifa 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 Aryanto Adhitya Ananta 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 Briesha Aurevella Putri Satria Candra, David Carla Clarissa Chensie S. Angkasa Chin, Vicky Christiana, Ria Renny Christine L. Sommers Claudia, Maria Cynthia Fransiska Dadang Irawan Danet A. Patria Daniel Ong Kim Kui Danty Adistya Artamevia Puteri Adji Darrell Fernando David Candra Deasy Erika Kurniawaty Della Notonagoro Dewi Yuliana Fithri 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 Erick Kristianto Adityatama 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 Febi Melindah MR Felicia Hananto Fenia Tandy Firdaus Putra Firdaus Razie Sugondo Frankly Oktavian Palendeng Fransiska, Cynthia Freddy Ong Gandadinata Thamrin Gilang Affanda Sovianto Putra 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 Griselda Ananda Griselda Ananda Gusti Ayu Kade Devina Muryantisa Hamdoyo, Audrey Hamzah, Adilla Nur Hananto, Pandu Tri Hans Eldith Monintja Hasbullah, Yudistira Hendelyyn, Alvin Hendra Achmadi 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 Izzra Fahmi Agoes 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 Komang Galih Laksmi Dewi 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 Liem, Raissa Limanto, Sherly Liowina Adlin Hokky Liowina Adlin Hokky Lisdiono, Purwatiningsih Lourdes Joanna Kusumadi 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 Farhan Indrajianto Mohamad Ramdan Moses Lorensius Parlinggoman Hutabarat Muhammad Agung Hidayatullah Muliyanto, Evelyn Christina Mumtaza, Dara Daula Nadya Savira Amalia Rizky Nafatilana, Dinda Nagan, Natalia Nasyidatul Ulya 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 Pauline H.P. Tan Phinari, Handelia Poltak Sinaga, Poltak Posma Debora Siringo Ringo Pramesthi, Adventa Intan Prameswari, Mirza Pramono, Rudy Prizka Zulkarnain 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 Ramadhina Diffa Walia Saputri Ramdan, Mohamad Ramli, Wynona Rappoport, Alexander Rara Wilis Setiawati Ratri Prasetya Ningrum 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 Rogerio Andrez Kosasih Ronnie Resdianto Masman Ronnie Resdianto Masman Ronnie Resdianto Masman Ronnie Resdianto Masman Rosdiana Sijabat Ruri Rizki Anriani Safitri, Ahda Salendra, Tania Sandra Maleachi Santoso, Anita Sevira Santoso, Priyono Budi Saputra, Riski Novian Indra Sarah Mareta Devira Sausan Maulida Sekundina Williana Kusumaningsih Sella Clarista Setia, Astutik Shafa, Adillah Najla Sidarta, Rio Nagata Putra Sihite, Otto Berman Sinaga, Avelin Triani Veronica Sipayung, Mario Asido Stefan Kwentino Stefany Lutan Stephanie Olivia Stevani Suciningtias, Marlyn Sudibjo, Niko Suharto, Bernadus Freddy Sulistiyadi, Andi Sulistyanto, Hari Sunaryo Oentara Sutanto, Sandy Suwarno Suwarno Syahrilla Sintha Syifa Naira Yudianto Syifa Ratnaya Safina Tanaya, Maisie Adeline Tandy, Fenia Tania Salendra Tania, Abigail Tansya Purnaningrum Tansya Purnaningrum Taufik Supriyana Trisaputra Teresa Avilla Kasigit Tewu, M.L. Denny Themmy Noval Tjoa, Catrin Tresia Anggraini Trifiana Tiodora Unedo Hence Markus Uno, Sandiaga Salahuddin Valerie Aurora Gunawan Vanessa Nicole Agussalim Varrel Geary Effendy 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