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All Journal Jurnal Nasional Manajemen Pemasaran dan SDM Research of Service Administration Health and Sains Healthys Jurnal Keperawatan BSI Journal Research of Social Science, Economics, and Management Escalate : Economics and Business Journal ManBiz: Journal of Management and Business Jurnal Cendekia Ilmiah Jurnal Ekonomi, Manajemen, Akuntansi Jurnal Ilmu Kedokteran dan Kesehatan Indonesia Jurnal Pengabdian Kepada Masyarakat Merah Putih (JPKMMP)
Nining Handayani
Universitas Adhirajasa Reswara Sanjaya
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Nursing Public Health Social Sciences Other

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Hospital Image and Laboratory Service Quality on Customer Loyalty: Mediating Role of Customer Satisfaction Emi Setianingsih; Purwadhi Purwadhi; Nining Handayani
Research of Service Administration Health and Sains Healthys Vol. 7 No. 1 (2026): Research of Service Administration Health and Sains Healthys (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v7i1.10435

Abstract

This study aimed to analyze the effects of hospital image and laboratory service quality on customer loyalty, considering the mediating role of customer satisfaction. The research was conducted at Restu Ibu Hospital Balikpapan using a quantitative approach with a causal design. A total of 163 respondents were selected through purposive sampling. Data were collected via questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Hospital image had a significant direct effect on customer loyalty (β = 0.325; p = 0.031), while laboratory service quality did not have a significant direct effect (β = 0.037; p = 0.683). Customer satisfaction had a significant effect on customer loyalty (β = 0.528; p < 0.001) and mediated the relationship between hospital image (β = 0.207; p = 0.001) and laboratory service quality (β = 0.246; p = 0.027) with customer loyalty. The model Goodness of Fit (GoF) value of 0.717 indicated an excellent model fit. These findings highlight the importance of strengthening institutional image and improving laboratory service quality as key strategies to enhance customer loyalty in the hospital setting.
Reducing Outpatient Waiting Time through Lean Healthcare Implementation at Dumai City Regional Public Hospital Juwaidah; Erliany Syaodih; Nining Handayani
Escalate : Economics and Business Journal Vol. 4 No. 3 (2026): Escalate : Economics and Business Journal
Publisher : Takaza Innovatix Labs Ltd.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61536/escalate.v4i3.700

Abstract

This study aims to analyze Value Added (VA), Non Value Added (NVA), and Necessary But Non Value Added (NNVA) activities, identify waste waiting, and analyze the Current State and Future State Value Stream Mapping in outpatient services at Dumai Regional General Hospital using the Lean Healthcare approach. This study employed a qualitative descriptive design involving 15 participants consisting of the head of the outpatient installation, doctors, nurses, registration officers, and outpatients. Data were collected through in-depth interviews and direct observation. Data analysis was conducted thematically using NVivo 12 Pro through coding, node analysis, and matrix coding. The results showed that Value Added activities included doctor examinations, medical consultations, medical procedures, health education, and therapy. Non Value Added activities were predominantly waiting activities, including registration queues, waiting for doctors, medical record distribution, and pharmacy services. Necessary But Non Value Added activities include BPJS verification, data validation, medical record management, and service administration. The Current State Value Stream Mapping indicated that outpatient services were still dominated by waiting activities. The Future State Value Stream Mapping proposed several improvements, including electronic queue systems, digital medical records, integrated hospital information systems, simplified patient administration, pharmacy service optimization, and additional human resources. The study concludes that Lean Healthcare can serve as a managerial approach to reduce waste waiting and improve the efficiency and quality of outpatient services.
Upaya Peningkatan Bed Occupancy Rate Pelayanan Rawat Inap dengan Quantitative Strategic Planning Matrix Tegar Pamungkas; Purwadhi; Nining Handayani
ManBiz: Journal of Management and Business Vol. 4 No. 1 (2025): ManBiz: Journal of Management and Business
Publisher : Institut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/manbiz.v4i1.5837

Abstract

Quality healthcare services are essential to meet patient needs and compete in the market, supported by reliable resources (Yuniawati et al., 2021). The quality of inpatient services is measured through indicators such as Bed Occupancy Rate (BOR) and Length of Stay (LOS), with an efficient BOR ranging from 60-85% according to the Ministry of Health, while RS Surya Medika PKU Muhammadiyah Sumbawa has 55 beds and a BOR of only 40.34% in 2023, below the established standards (Sudra, 2010). To improve BOR, it is crucial for hospitals to balance the quality of medical services, patient safety, and staff welfare, as well as formulate strategies that consider internal and external factors using tools such as the Quantitative Strategic Planning Matrix (QSPM) to determine appropriate strategic priorities. This research was conducted at RS Surya Medika PKU Muhammadiyah Sumbawa, focusing on inpatient services with a low BOR of 40.34%, compared to the ideal range of 60-85%, and is planned to take place from April to July 2024 using qualitative descriptive methods. The study population includes staff and inpatient patients, with data collection conducted through in-depth interviews, Focus Group Discussions, and direct observations, as well as analysis performed using Gap Analysis, MCUA method, Fishbone Diagram, SWOT analysis, and QSPM to formulate effective alternative strategic planning. The conclusions of this study indicate that several factors influence the Bed Occupancy Rate (BOR) of inpatient services at RS Surya Medika PKU Muhammadiyah Sumbawa, where internal factors affecting BOR include service quality and the completeness of service types. Additionally, external factors such as customer satisfaction and service promotion also play a significant role in attracting more patients. To enhance BOR, RS Surya Medika PKU Muhammadiyah Sumbawa needs to develop the types of services offered, which is expected to meet patient needs and improve their satisfaction, thereby increasing the bed occupancy rate in the hospital. This research is expected to provide significant benefits to RS Surya Medika PKU Muhammadiyah Sumbawa as a preliminary study for the relationship between internal and external factors affecting Bed Occupancy Rate (BOR).
Evaluasi Manajemen Program Pengelolaan Penyakit Kronis (Prolanis) Dalam Meningkatkan Kualitas Pelayanan BPJS Kesehatan Di Puskesmas Singgani Kota Palu Indah Yuliarni; Endang Komara; Nining Handayani
ManBiz: Journal of Management and Business Vol. 4 No. 1 (2025): ManBiz: Journal of Management and Business
Publisher : Institut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/manbiz.v4i1.6125

Abstract

Non-Communicable Diseases (NCDs), such as hypertension and diabetes mellitus, have become an increasingly significant global health threat, including in Palu City. To address this, the Chronic Disease Management Program (Prolanis), initiated by BPJS Kesehatan, aims to improve the quality of life for individuals with NCDs. This study employs Darmawan's (2019) program evaluation theory, which encompasses input, process, and output components. The objective of this research is to evaluate the management of Prolanis in improving the quality of BPJS Kesehatan services at Singgani Public Health Center (Puskesmas) in Palu City. The research method used is qualitative with a case study approach, utilizing interviews, observations, and various related documents. The findings reveal that, in terms of input, human resources are inadequate, financial resources are highly limited, materials are unavailable, but the methods align with the Standard Operating Procedures (SOP). Regarding the process, planning has been conducted according to procedures, organizing is disrupted, actuating has not been implemented effectively, and controlling is carried out by the responsible parties. As for the output, some participants have not consistently attended activities but remain within the safe category.
Strategi Pemasaran Klinik Telaga Indah Farma Batam dalam Meningkatkan Jumlah Kunjungan Pasien Poppy Putri Pratiwi; Erliany Syaodih; Nining Handayani
Jurnal Ilmu Kedokteran dan Kesehatan Indonesia Vol. 5 No. 1 (2025): Maret : Jurnal Ilmu Kedokteran dan Kesehatan Indonesia
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jikki.v5i1.6780

Abstract

Health is the most important thing in life. Clinics play a role in increasing awareness of the importance of health and disease prevention measures. The type and quality of clinical services determines the superiority of the service which has an impact on the number of patient visits, however there has been a decline in the number of patient visits in the last few months. This condition is caused by several factors including internal factors and external factors, so an appropriate marketing strategy is needed to increase the number of patient visits. This research method is descriptive qualitative using SWOT analysis. Based on the results of this research, it shows that the clinic's marketing strategy is in quadrant III, namely by taking advantage of existing opportunities and developing internally. Marketing strategies include product strategy using system of products strategies, price strategy using economic strategies, place strategy with affordable access, promotion strategy using viral marketing strategies, physical evidence strategy using smart hospitals, people strategy by providing training, and process strategies using process focus strategy.
The Relationship Between Employee Characteristics and Service Excellence at UPT Puskesmas Penajam Dewi Supriyana; Nining Handayani; Imas Rosidawati
Jurnal Nasional Manajemen Pemasaran dan SDM Vol. 7 No. 3 (2026): Jurnal Nasional Manajemen Pemasaran dan Sumber Daya Manusia
Publisher : Training & Research Institute - Jeramba Ilmu Sukses

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47747/jnmpsdm.v7i3.3720

Abstract

Service excellence refers to service delivery that meets or exceeds operational standards and users’ expectations, including in primary health-care facilities. This study examined the relationships between eight employee characteristics leadership, coworker relations, organizational commitment, feedback, autonomy, task significance, skill variety, and tenure and service excellence at UPT Puskesmas Penajam, Penajam Paser Utara Regency. A quantitative cross-sectional survey was conducted among health workers using total sampling. Of 98 eligible personnel, 97 respondents were included in the analysis. We collected data using a five-point Likert questionnaire and analyzed them with Pearson correlation and multiple linear regression. Leadership, coworker relations, organizational commitment, feedback, autonomy, and task significance were positively and significantly related to service excellence, whereas skill variety and tenure were not statistically significant. The regression model showed a very strong overall relationship (R = 0.949; R² = 0.900; adjusted R² = 0.891; F = 99.085; p = 0.000). These findings indicate that service excellence in the public health center is more closely associated with managerial support, collaborative relationships, employee commitment, performance information, appropriate discretion, and perceived task importance than with tenure or the breadth of skills alone. Because the study used a cross-sectional design, the findings should be interpreted as associative rather than causal.
Co-Authors Antony Pakiding Asep Sunandar Charlene Siswara Dasrun Hidayat Dewi Supriyana Dhestirati Endang Anggraeni Emi Setianingsih Endang Komara Eprianto Ziraluo Erliany Syaodih Erna Irawan Fransiska Mochtar Hudzaifah Al Fatih Imas Rosidawati Wiradirja Indah Yuliarni Juwaidah Mery Tania Noer Rizky Helga Widowati Nurul Iklima, Nurul Poppy Putri Pratiwi Purwadhi Purwadhi Purwadhi Putri Anggriani Rita Darmayanti Selsi Ayunda Nazli Siska Nurmala Suherman Tegar Pamungkas Yen Efawati Yuniati Lestari