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All Journal JAM : Jurnal Aplikasi Manajemen Ikonomika : Jurnal Ekonomi dan Bisnis Islam Journal of Economic, Bussines and Accounting (COSTING) NUSANTARA : Jurnal Ilmu Pengetahuan Sosial JURNAL PENDIDIKAN TAMBUSAI JKM (Jurnal Kebidanan Malahayati) Jurnal Ilmu Kedokteran dan Kesehatan GEMA EKONOMI AKADEMIK: Jurnal Mahasiswa Humanis Research of Service Administration Health and Sains Healthys JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Jurnal Sosial dan Sains Journal of Economics and Social Sciences Innovative: Journal Of Social Science Research Pubmedia Social Sciences and Humanities Jurnal Cendekia Ilmiah
A. Rohendi, A.
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Religion Agriculture, Biological Sciences & Forestry Humanities Astronomy Biochemistry, Genetics & Molecular Biology Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Medicine & Pharmacology Physics Public Health Social Sciences Other

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Transformasi Karakteristik Jasa Rumah Sakit di Era Digitalisasi Pelayanan Kesehatan: Tinjauan Literatur dan Implikasi Manajerial Cahyani, Fazari Maulidina; Noviyanti, Finisia; Saptahadi, Firman Wirasto; Hartanto, Hartanto; Rohendi, A.
AKADEMIK: Jurnal Mahasiswa Humanis Vol. 6 No. 2 (2026): AKADEMIK: Jurnal Mahasiswa Humanis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmh.v6i2.1968

Abstract

The rapid expansion of digital health technologies has fundamentally reshaped hospital service delivery; however, limited conceptual studies have examined how digitalization transforms the core characteristics of services. This study aims to analyze how digital transformation alters the fundamental service dimensions of hospitals intangibility, heterogeneity, inseparability, and perishability and to identify their managerial implications. A systematic and thematic literature review was conducted using peer-reviewed articles indexed in Scopus, PubMed, ScienceDirect, and Google Scholar published between 2015 and 2024. From the initial search results, relevant studies were screened based on predefined inclusion and exclusion criteria, and the selected articles were synthesized thematically. The findings indicate that digital technologies such as electronic medical records, telemedicine, hospital information systems, and artificial intelligence enhance service transparency and traceability, reduce variability through process standardization, enable remote interaction beyond physical boundaries, and improve capacity management through real-time monitoring. These transformations require strategic alignment, digital competency development, and strengthened information governance to ensure service quality and data security. This study contributes conceptually by integrating service marketing theory with digital health transformation and provides practical insights for hospital managers in designing adaptive and patient-centered service strategies.
KARAKTERISTIK JASA RUMAH SAKIT DI INDONESIA: ANALISIS FAKTOR KUALITAS PELAYANAN DAN DAMPAKNYA TERHADAP KEPUASAN PASIEN Aniati, Aniati; Arya Yoga Dharma Wiguna, I Gede; Diyansah, Ahmad; Arif, Muhammad; Agna Setyo Budi, Sandra; Ananda, Destia; Rohendi, A.
NUSANTARA : Jurnal Ilmu Pengetahuan Sosial Vol 13, No 3 (2026): NUSANTARA : JURNAL ILMU PENGETAHUAN SOSIAL
Publisher : Universitas Muhammadiyah Tapanuli Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31604/jips.v13i3.2026.834-837

Abstract

Abstrak  Rumah sakit merupakan organisasi jasa kesehatan yang memiliki karakteristik kompleks, berisiko tinggi, dan berorientasi pada keselamatan pasien. Kualitas pelayanan menjadi faktor utama yang menentukan kepuasan pasien dan keberlanjutan rumah sakit di Indonesia, khususnya dalam era kompetisi layanan dan tuntutan mutu berbasis akreditasi. Penelitian ini bertujuan untuk menganalisis karakteristik jasa rumah sakit di Indonesia serta mengkaji faktor-faktor kualitas pelayanan yang memengaruhi kepuasan pasien berdasarkan kajian literatur ilmiah. Metode yang digunakan adalah systematic literature review terhadap jurnal nasional terakreditasi SINTA dan jurnal internasional bereputasi periode 2020–2025. Hasil kajian menunjukkan bahwa karakteristik jasa rumah sakit, seperti intangibility, inseparability, heterogeneity, dan perishability, secara signifikan memengaruhi persepsi pasien terhadap kualitas layanan. Dimensi kualitas pelayanan yang paling dominan memengaruhi kepuasan pasien adalah reliability, responsiveness, assurance, dan empathy. Temuan ini menegaskan bahwa penerapan kualitas pelayanan yang konsisten dan berorientasi pasien menjadi kunci peningkatan kepuasan pasien di rumah sakit Indonesia. Penelitian ini memberikan kontribusi teoretis dan praktis bagi pengembangan manajemen mutu layanan rumah sakit.
Co-Authors Agna Setyo Budi, Sandra Agus Hadian Rahim Ananda, Destia Andikarya, Oke Andikarya, R. Oke Andriani , Rian Aniati Aniati Ariyanto, Iwan Arya Yoga Dharma Wiguna, I Gede Beni Nugroho, Dionysius Cahyani, Fazari Maulidina Catur Martian Fajar, Catur Martian Destyoningtyas, Rizki Ashary Dewi, Devita Citra Dinianty, Siti Fahma Diyansah, Ahmad Edi Hartono Efawati, Yen Fikaris, Muhammad Fiarry Finisia Noviyanti, Finisia hartanto hartanto Hastari, Diah Ika Hendrawan, Tommy Ika Septiana Eryani, Ika Septiana Ivandharu, Daffa Kasmanto Kasmanto, Kasmanto Kurniawati, Fivi Lestari, Yuniati Manik, Yohannes Babtista Mardiyanto, Mochamad Sukrisno Margareta, Natauli Muhammad Arif Mulyani, Kahar Nurdalillah, Dedeh Nurhadiyansah, Nurhadiyansah Nurwijayanti Pasak, Evaline Putri, Novia Ayu Wijayantis Susanto Rachim, Silfia Rahmayani, Aprilia Rhomadon, Wahyu Rian Andriani, Rian Rinawati Rinawati Rinawati Rubini, Rizki Adriansyah Saptahadi, Firman Wirasto sari, ratu novita Seputra, Hawreyvian Rianda Sofia Sofia, Sofia Sri Maryati Syamsul Bahri Tiurma Augustina, Rachel Vaiga, Rifqah Veranita, Mira Wijaya, Hanna Yani Restiani Widjaja, Yani Restiani Yongki Hadinata Wijaya Yudhatama, Yoram Yuniar, Rillawanti