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All Journal International Journal of Nursing and Health Services (IJNHS) Unnes Journal of Public Health YARSI Medical Journal Jurnal Riset Kesehatan Poltekkes Depkes Bandung Jurnal Manajemen Informasi Kesehatan Indonesia (JMIKI) Dinasti International Journal of Education Management and Social Science PREPOTIF : Jurnal Kesehatan Masyarakat Journal of Nursing and Public Health (JNPH) Jurnal Pengabdian kepada Masyarakat Nusantara Health Publica : Jurnal Kesehatan Masyarakat International Journal of Science and Society (IJSOC) Formosa Journal of Science and Technology (FJST) Journal of Comprehensive Science Public Health and Safety International Journal (PHASIJ) Journal of Hospital Management Ezra Science Bulletin International Journal of Patient Safety and Quality
Ratna Indrawati, Ratna
Unknown Affiliation
Arts Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Electrical & Electronics Engineering Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Materials Science & Nanotechnology Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary Other

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The Role of Customer Engagement Influenced Brand Image, Advertising, and Patient Experience on Customer Delight of Outpatients in Hospital X Palit, Selvyana C.; Indrawati, Ratna; Pamungkas, Rian Adi
International Journal of Nursing and Health Services (IJNHS) Vol. 8 No. 4 (2025): International Journal of Nursing and Health Services (IJHNS)
Publisher : Alta Dharma Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35654/ijnhs.v8i4.883

Abstract

Background: This research originates from a preliminary survey indicating that while most BSD area residents are aware of Hospital X, there is potential to enhance both the quality of its services and the extent of its utilization within the community. Objective: The aim of this study was to examine brand image, advertising, and patient experience on customer delight, with customer engagement serving as a mediating variable among Hospital outpatient population. Method: The study employed a quantitative approach using a cross-sectional design. The target population included all patients who had received care at Hospital X's Internal Medicine outpatient department in the past six months, though the exact number of patients is unknown. Using purposive sampling and the Lemeshow formula, 99 respondents were selected. Data was gathered through questionnaires and analyzed using the three-box method combined with multiple linear regression. Result: The findings demonstrate that brand image, advertising, and patient experience influence customer delight, with customer engagement as a mediating factor. However, brand image and advertising do not significantly affect customer engagement or customer delight among Hospital X's outpatients. Conversely, patient experience has a notable direct impact on both customer engagement and customer delight. Additionally, customer engagement directly enhances customer delight. Conclusion: Patient experience emerges as the most influential factor in boosting customer engagement and delight, whereas advertising is the least impactful in achieving these outcomes
Pengaruh Layanan Poliklinik Online Telemedicine Terhadap Kepuasan Pasien Di Rumah Sakit Khusus Kelas A Jakarta Nurrohman, Taupik; Indrawati, Ratna
Jurnal Pengabdian kepada Masyarakat Nusantara Vol. 4 No. 4 (2023): Jurnal Pengabdian kepada Masyarakat Nusantara (JPkMN)
Publisher : Lembaga Dongan Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh pelayanan telemedicine poliklinik online terhadap kepuasan pasien di Rumah Sakit Khusus Kelas A Jakarta yang dilakukan dengan cara survei pada bulan April 2023 kepada pasien-pasien poliklinik online. Model penelitian menerapkan dari penelitian sebelumnya dengan menambahkan variabel loyalitas, pengambilan data responden dilakukan secara purposive sampling dengan responden 189 pasien Poliklinik online. Setelah data terkumpul maka diolah dengan metode Structural Equation Modelling (SEM) yang menggunakan software aplikasi SmartPLS. Beberapa temuan dalam penelitian ini bahwa penggunaan telemedicine memiliki pengaruh positif terhadap variabel Harapan (Expectation), Diskonfirmasi (Disconfirmation), Kinerja (Performance), Kesenangan (Enjoyment) yang berkontribusi untuk memprediksi Kepuasan (Satisfaction) pasien pada poliklinik online. Dari 9 Hipotesis yang dikembangkan semua hipotesis berpengaruh positif. Model hasil ini memiliki akurasi yang besar sehingga perlu dikembangkan pada penelitian. Terdapat rekomendasi yang menyarankan kepada manajemen rumah sakit dan rekomendasi untuk penelitian selanjutnya.
THE MODERATION ROLE OF SAFETY LEADERSHIP IN INFLUENCING A CULTURE OF PATIENT SAFETY Wijaya, Kalis Satya; Indrawati, Ratna; Dian, Wahyuni
International Journal of Patient Safety and Quality Vol. 1 No. 1 (2024): International Journal of Patient Safety and Quality, April 2024
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/ijpsq.v1i1.55637

Abstract

Background This research is motivated by several problems related to patient safety in central surgical installations from 2020 to 2022. The aim of this research is to empirically reveal the influence of interprofessional collaboration and the implementation of the surgical safety checklist on patient safety culture with safety leadership as a moderating variable. Methods This research is motivated by several problems related to patient safety in central surgical installations from 2020 to 2022. The aim of this research is to empirically reveal the influence of interprofessional collaboration and the implementation of the surgical safety checklist on patient safety culture with safety leadership as a moderating variable. Results The results of the three-box method analysis concluded that interprofessional collaboration, implementation of the surgical safety checklist and patient safety culture were at the medium index, and safety leadership was at the high index. Hypothesis testing proves that simultaneously interprofessional collaboration, implementation of the surgical safety checklist and safety leadership have an effect on patient safety culture with a p value of 0.000. Partially, interprofessional collaboration has an effect on patient safety culture with a t-value of 4.900, implementation of the surgical safety checklist with a t-value of 4.444, safety leadership with a t-value of 4.740. Conclusion The moderation test concluded that safety leadership did not moderate the influence of interprofessional collaboration on patient safety culture with a t-value of 1.175, but moderated the influence of the implementation of the surgical safety checklist on patient safety culture with a t-value of 2.739.
The Influence of Emotional Intelligence on Nurse Loyalty at RS. Sukmul Sisma Medika, North Jakarta Ishak, Muhammad; Indrawati, Ratna; Anindita, Rina
Formosa Journal of Science and Technology Vol. 3 No. 3 (2024): March 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjst.v3i3.8418

Abstract

Sukmul Sisma Medika Hospital is a private hospital and is a Class C hospital located in the Jakarta City area. The results of nurses' performance achievements over the last two years show that performance achievements have not met management targets. Regarding the problem of nurse loyalty at the Sukmul Sisma Medika Hospital, nurses were found to be nurses who did not prioritize patient satisfaction. This study aims to analyze the influence of emotional intelligence and organizational commitment on nurse loyalty with motivation as an intervening variable in hospitals. Sukmul Sisma Medika, North Jakarta. This research uses a quantitative analysis method with a cross sectional research design, the analysis tool used is SEM PLS. The sample calculation using purposive sampling was 86. The variables in this research were emotional intelligence, organizational commitment, nurse loyalty and motivation. The research uses a questionnaire as a research instrument with a 5-level Likert scale measurement. Data analyzed using the SEM PLS data processing application shows that there is a direct and indirect influence of emotional intelligence and organizational commitment on nurse loyalty with motivation as an intervening variable in hospitals. Sukmul Sisma Medika, North Jakarta.
Work Engagement as a Mediator of Organizational Citizenship Behavior towards Patient Safety Culture at Hospital X Jakarta Novadiana, Novadiana; Arrozi, MF; Indrawati, Ratna
Formosa Journal of Science and Technology Vol. 3 No. 3 (2024): March 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjst.v3i3.8606

Abstract

The aim of this research is to obtain empirical evidence of the influence of psychological capital and organizational citizenship behavior on patient safety culture with work engagement as an intervening variable. This research uses an explanatory causality method with. The population of all health workers at Hospital X Jakarta is 108 people. The sampling technique uses the Non-Probability Sampling method, by distributing questionnaires to all samples, which are then analyzed using Structural Equation Modeling (SEM). The test results show that psychological capital, organizational citizenship behavior, and work engagement simultaneously influence patient safety culture at RS X Jakarta. Psychological capital and work engagement have been proven to influence patient safety culture. However, organizational citizenship behavior has no effect on patient safety culture at Hospital X Jakarta. Psychological capital and organizational citizenship behavior have a significant effect on work engagement at RS X Jakarta. Work engagement is proven to be a mediator in the influence of organizational citizenship behavior on patient safety culture. The novelty of this research is a study contribution to fill the gap that occurs from work engagement as a mediation from Organizational Citizenship Behavior to Patient Safety Culture
Comparative Analysis of Perceptions of Doctors, Management, Nurses and Patients on the Use of the Enhanced Recovery After Caesarean Surgery Method Based on the Concept of Perceived Value Tamon, Oktavian; Hasyim; Indrawati, Ratna; Erni, Nofi
International Journal of Science and Society Vol 6 No 2 (2024): International Journal of Science and Society (IJSOC)
Publisher : GoAcademica Research & Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/ijsoc.v6i2.1111

Abstract

In this era of modernization, several companies, one of which is hospitals, are adopting E-Service Quality because currently patients prefer services that are quickly accessible wherever and whenever they are, so this adds to the main function of a service. One of the services of the Obstetrics and Gynecology unit, especially the delivery service using the ERACS (Enhanced Recovery After Caesarean Surgery) method, is a surgical procedure that increases profits for hospital Agencies. So, it can influence consumer value perceptions, perceived quality and hospital imAge and patient satisfaction. The aim of this research is to analyze differences in perceptions between the components of doctors, management, nurses and patients based on perceived value in implementing ERACS actions. This research method uses a quantitative research approach, survey method and the type of research is hypothesis testing with descriptive analysis and comparative analysis. The sampling technique used was a saturated sampling technique. The number of samples used was 50 respondents. The research results show that the Mann Whitney test analysis on the combination of all components which compares benefits and costs, shows that the p-value is 0.000 (p < 0.05), meaning there is a significant difference between benefits and costs on the combination of all components. It can be concluded that there is a significant difference between benefits and costs in the doctor, management, nurse and patient components.
Co-Authors Aida, Mus Alkatiri, Fauzi Ahmad ANDRY, ANDRY Aprilita Rina Yanti Eff Ayu Aprilia, Citra Caesario Satria Putra, Alfin Castra, Carsiti Nuryadi Damayanti, Riastuti Dyah Ayu Dewi Oktaviani, Dewi Dewi, Nisvi Dian, Wahyu Dian, Wahyuni Fitriawati, Rahayu Hardi Pratiwi, Dita Hasyim Herey, Peter Hosizah Hosizah Johanes Johanes, Johanes Kusumapradja, Rokiah lestari, intan ayu MF. Arrozi Adhikara Muhammad Ishak Mulyani , Erry Yudhya Nofi Erni Nofierni, Nofierni Novadiana, Novadiana Nurrohman, Taupik Palit, Selvyana C. Peter Herey Pravitasari Prieely, Chyntia Rian Adi Pamungkas Rina Anindita Rosyid, Ainur Rudy Dwi Nyoto, Rudy Dwi Sarantie, Ade Selamat Simarmata, Tioma Lusi Septiana Susanthy, Adhita Susanti Susanti Tahjoo, Anastina Tamon, Oktavian Tari Mardiana Utami, Luciana Mery Wahyuni Dian Purwati Wijaya, Kalis Satya