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All Journal 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 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.
Co-Authors Antony Pakiding Asep Sunandar Charlene Siswara Dasrun Hidayat Dhestirati Endang Anggraeni Emi Setianingsih Endang Komara Eprianto Ziraluo Erliany Syaodih Erna Irawan Fransiska Mochtar Hudzaifah Al Fatih Indah Yuliarni Juwaidah Mery Tania Noer Rizky Helga Widowati Nurul Iklima, Nurul Purwadhi Purwadhi Purwadhi Putri Anggriani Rita Darmayanti Selsi Ayunda Nazli Siska Nurmala Suherman Tegar Pamungkas Yen Efawati Yuniati Lestari