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All Journal International Journal of Engineering, Technology and Natural Sciences (IJETS) Prospek: Jurnal Manajemen dan Bisnis JAMBURA: JURNAL ILMIAH MANAJEMEN DAN BISNIS Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi)
Kevin Grahadian
Parahyangan Catholic University
Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Industrial & Manufacturing Engineering Social Sciences

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Journal : Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi)

 1 
THE INFLUENCE OF SERVICE QUALITY ON PATIENT SATISFACTION AT HATI KUDUS LANGGUR HOSPITAL Lasol, Yessi Virginia; Widyarini, Maria; Grahadian, Kevin
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 9 No 2 (2025): Edisi Mei - Agustus 2025
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v9i2.5911

Abstract

This study explores the relationship between the quality of healthcare services and patient satisfaction at Hati Kudus Langgur Hospital. The main aim is to assess whether service quality has a significant impact on how satisfied patients are with the hospital's services. A quantitative method is utilized, using a structured questionnaire to collect data. The research targets all patients of the hospital, with a sample size of at least 123 respondents, calculated using the Slovin formula. The analysis methods include descriptive statistics, simple linear regression, validity and reliability tests, as well as the coefficient of determination (R²). The findings indicate: (1) Tangibility has a significant positive influence on patient satisfaction; (2) Reliability does not significantly influence satisfaction; (3) Responsiveness has a meaningful effect on satisfaction; (4) Assurance significantly contributes to satisfaction; and (5) Empathy does not show a significant impact on patient satisfaction at the hospital.
HOSPITAL SERVICE QUALITY AND CUSTOMER TRUST TOWARDS PATIENT SATISFACTION IN GENERATION MZ Widyarini, Maria; Mogi, Maria Goretti Pracedis; Grahadian, Kevin
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 8 No 3 (2024): Edisi September - Desember 2024
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v8i3.4454

Abstract

According to Law Number 17 of 2023 of the Republic of Indonesia, health efforts, health resources, and health management are required to improve public health to the highest possible standard. Indonesian hospitals should provide patients with a degree of service excellence as supplied by medical, paramedical, and medical support staff. This research aims to understand, explore, and analyze based on empirically investigating the dimensions or attributes of service quality and evaluate the importance of variance attributes for Gen MZ patients at Hospital B. This quantitative study examines the relationship between service quality and brand trust (independent variable) towards patient satisfaction (dependent variable) in Gen MZ at Hospital B. This research was conducted from January to March 7, 2024; it involved 122 Generation MZ patients using non-probability purposive sampling to represent the population. Result shows that the similar levels of satisfaction and trust between Generations M and Z at Hospital B may be due to the hospital's standardized, high-quality services. This consistency ensures that both generations have comparable experiences. Additionally, Hospital B's effective use of technology, such as hospital apps and online medical information access, meets and exceeds the expectations of both groups.
PENGARUH SISTEM REGISTRASI ONLINE (MOBILE JKN) TERHADAP KEPUASAN PASIEN PADA MANAJEMEN SISTEM JANJI TEMU Lambe, Hendra Gusti; Widyarini, Maria; Grahadian, Kevin
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 9 No 1 (2025): Edisi Januari - April 2025
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v9i1.5070

Abstract

Peningkatan kualitas pelayanan adalah faktor penting untuk memberikan kepuasan pada pasien. Salah satunya dengan menerapkan sistem registrasi online dengan tujuan meningkatkan pengalaman dan kenyamanan pasien dalam mendapatkan layanan medis. RS Cahya Kawaluyan telah menerapkan sistem registrasi online melalui mobile JKN untuk mempermudah proses pendaftaran pasien. Namun, meskipun sistem ini telah diimplementasikan, belum terdapat perubahan signifikan terkait persepsi ketidakpastian pada tingkat pasien (patient-level uncertainty) maupun ruang konsultasi (consulting room-level uncertaintiy), yang dapat mempengaruhi kepuasan pasien secara keseluruhan. Tujuan penelitian ini adalah untuk menganalisis besaran pengaruh sistem regsitrasi online (mobile JKN) terhadap kepuasan pasien pada manajemen sistem janji temu di Rumah Sakit Cahya Kawaluyan. Pengumpulan data dilakukan dengan cara menyebarkan kuesioner kepada 100 orang responden dengan teknik pengambilan sampel purposive dan accidental. Adapun teknik analisis yang digunakan adalah regresi linier berganda. Hasil penelitian ini menunjukkan bahwa sistem pendaftaran online berpengaruh signifikan terhadap kepuasan pasien, terutama dalam hal informasi yang akurat dan kecepatan layanan. Selain itu, meskipun aspek visualisasi aplikasi mobile JKN dinilai tidak optimal, hal ini tidak berpengaruh signifikan terhadap kepuasan pasien. Di sisi lain, kemudahan penggunaan aplikasi, meskipun tidak berpengaruh secara signifikan menurut uji statistik, menunjukkan koefisien regresi yang tinggi, yang menandakan bahwa faktor ini tetap penting untuk diperhatikan.
Co-Authors Hastuti, Cecilia Retno Dwi Ignatius A. Sandy Lambe, Hendra Gusti Lasol, Yessi Virginia Mogi, Maria Goretti Pracedis Santoso, Melissa Susilawati, Yuni