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All Journal Jurnal Administrasi dan Manajemen Pendidikan Dinasti International Journal of Education Management and Social Science JAMP : Jurnal Administrasi dan Manajemen Pendidikan jurnal syntax admiration Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Transformasi: Journal of Economics and Business Management Eduvest - Journal of Universal Studies Jurnal bintang manajemen Central Publisher Mutiara: Multidiciplinary Scientifict Journal Nusantara Journal of Multidisciplinary Science IIJSE Kriez Academy KISA INSTITUE : Journal of Economics, Accounting, Business, Management, Engineering and Society Jesocin : Journal of Jabar Economic Society Networking Forum Jesocin : Journal of Economics, Accounting, Business, Management, Engineering and Society Advances in Human Resource Management Research Danadyaksa: Post Modern Economy Journal Malahayati International Journal of Nursing and Health Science Jurnal Ekonomi, Manajemen, Akuntansi
Vip Paramarta
Universitas Sangga Buana Bandung
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Neuroscience Nursing Public Health Social Sciences Other

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THE EFFECT OF SERVQUAL DIMENSIONS ON PATIENT SATISFACTION AMONG BPJS MANDIRI PATIENTS AT PERTAMINA CIREBON HOSPITAL Daniel; Welly Surjono; Taufan Nugroho; Vip Paramarta; Ayu Laili; Fitriana Ayu
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 6 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.22637456

Abstract

Patient satisfaction is an important outcome of healthcare service quality, particularly in outpatient services for National Health Insurance participants. This study aimed to analyze the partial and simultaneous effects of the SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—on patient satisfaction among BPJS Mandiri patients at the Specialist Polyclinic of Pertamina Cirebon Hospital. A quantitative cross-sectional design was used. The study population comprised 1,200 BPJS patients visiting the Specialist Polyclinic during November 2024–January 2025, and 92 respondents were selected using accidental sampling. Data were collected using a questionnaire and analyzed using descriptive analysis and multiple linear regression. The instrument consisted of 48 items; all items were valid and all variables demonstrated high reliability. The results showed significant positive effects of tangibles (t=3.066; p=0.003), reliability (t=3.690; p<0.001), responsiveness (t=3.063; p=0.003), assurance (t=4.382; p<0.001), and empathy (t=3.017; p=0.003) on patient satisfaction. Assurance was the most dominant dimension. Simultaneously, the five SERVQUAL dimensions significantly affected patient satisfaction (F=47.831; p<0.001), with an Adjusted R² of 0.702. Overall satisfaction was 78.30%, categorized as satisfied, while responsiveness had the lowest score (73.60%). The findings indicate that hospital management should maintain healthcare professionals' competence and professionalism while prioritizing waiting-time management, queue efficiency, punctuality, and responsiveness.
Omnichannel Retail Performance and Its Role in Local Economic Empowerment Vip Paramarta; Farida Yulianty
KRIEZ ACADEMY : Journal of development and community service Vol. 2 No. 3 (2025): Kriez Academy - March
Publisher : Yayasan Kreatif Indonesia Emas

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Abstract

Background: Omnichannel Retail Performance and Its Role in Local Economic Empowerment has practical relevance for community-facing organizations because visible activity does not necessarily translate into durable organizational or stakeholder outcomes. In local economic empowerment, managers must coordinate local needs, participation rules, service arrangements, resources, information, and follow-up commitments while responding to expectations from community organizations, local enterprises, residents, managers, and public or educational partners. A program may expand reach or participation and still underperform when responsibilities are unclear, information is fragmented, or dependency. Aims: This article develops a capability-based framework explaining how omnichannel retail performance may contribute to performance, financial sustainability, and operational discipline. It distinguishes simple activity from coordinated capability and identifies boundary conditions that can weaken otherwise positive relationships. Research Method: The paper uses an integrative conceptual review of established literature relevant to the focal domain, organizational capabilities, stakeholder relationships, and learning. It does not claim primary survey, interview, experimental, or transaction data. Results and Conclusion: The synthesis identifies four mutually dependent mechanisms: needs and problem clarity, inclusive participation, capability and resource alignment, and feedback and institutional learning. Their value depends on transparent governance, usable information, proportionate participation requirements, and a review process that converts exceptions into improvement. The article argues that higher activity alone is an inadequate indicator of success because benefits can coexist with hidden workload, exclusion, dependency, or weakened trust. Contribution: The article contributes a diagnostic framework, linked performance indicators, six propositions for empirical testing, and a five-stage implementation pathway that can be used in resource-constrained community organizations.
Co-Authors Ade Delpita Agung Ariwibowo Prayetno Ali Yusran Afrizal Aprili Wulandari Ayu Laili Ayu Laili Rahmiyati Ayu Laili Rahmiyati Bahar Sangkur Gusasih Beauty Kalangi Bianti Putri Sekarani Bianti Putri Sekartani Chevi Wirawan Cici Petrisia Panjaitan Cut Azlina Effendy Daniel Deden Abdul Wahid Desi Septiani Dewanti Putri Nurita Dharma Jaya Hartono Diana Pratiwi Didin Saepudin Dimas Rifqi Donny Septian Wibisono Dwi Amelia Koesdinar Eddi Supriadi Eliza Techa Fattima Elsandra Novita Halim Erick Saragih Erna Kena Etty Sofia Mariati Asnar Etty Sofia Mariati Asnar Fajar Wahyudi Faradilla Savitri Prasetyawati Farida Yulianty Farida Yuliaty Farida Yuliaty Fitri Handayani Fitriana Ayu Fitriana Fitriana Gilang N. Saputra Gladdays Naurah Grace Imelda Thungari Haddan D Helmi Fahmi Fauzi Isvi Aliffia Bingga Jeanny Kathleen Hartini Joko Agung Nugroho Jopie Julius Lopulalan Kezia Marcelina Putri Kosasih Leni Nuraeni HR Lidwina Marlina S Lies Fadilah M Khoerudin Megandhi Gusti Wardhana Melati Rosaline Michaella Mogi Michi Astuti Rehmenda Marito Sitepu Mohamad Fadli Muhamad Teguh Satria Muhammad Rizky Paramarta Nadia Syahran Naja Natasya Anggreine Litau Niken Kusumastuti Novita Purnama Rifa Nunuk Masluhiyah Nurita Dinda Chairunnisyah Pretika Prameswari Rachmi Anasthasia Seriulina Rafi Yasnova Rahmi Rahmi Rachmawati Sari Raysha Dhamatri Rasyad Regina Tirza Maindoka Ridwan Yudiansyah Rifa Azizah Alamsyah Rino Orleans Adam Risma Suandani Rosalina Cesilia Rukhiyat Rulia Rulia Rulia Satria Nasution Sisy Rizkia Putri Sobarna Kartamihardja Sobarna Kartamihardja Tania Tamara Tatang Sudrajat Taufan Nugroho Tia Ariani Salsabila Welly Surjono Widya Anggraini Yustika Dian Primasari Yuyun Yuniarsih Zaenal Aripin