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All Journal Journal of Economic, Bussines and Accounting (COSTING) Jurnal Informatika Ekonomi Bisnis Management Studies and Entrepreneurship Journal (MSEJ) Klabat Journal of Nursing Jurnal Informatika Ekonomi Bisnis Jurnal Studi Perhotelan dan Pariwisata
Yunita Peggy Tappy
Universitas Klabat
Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Medicine & Pharmacology Nursing Public Health

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FAKTOR PENENTU KEPUASAN PASIEN TERHADAP LAYANAN KESEHATAN: SEBUAH TINJAUAN DAN ARAH PENELITIAN DI MASA DEPAN Tappy, Yunita Peggy; Mandagi, Deske W.
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 6 (2024): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i6.13561

Abstract

Tinjauan sistematis ini bertujuan untuk mengidentifikasi dan menganalisis faktor-faktor kunci yang mempengaruhi kepuasan pasien terhadap layanan kesehatan. Dengan menggunakan metodologi tinjauan literatur sistematis (SLR), pencarian komprehensif dilakukan di database Scopus untuk artikel yang diterbitkan antara tahun 2019 dan 2024. Ekstraksi data dan penilaian kualitas dilakukan dengan mengikuti pedoman PRISMA. Temuan ini menyoroti enam faktor penting yang membentuk kepuasan pasien. Pertama, komunikasi yang efektif, kepercayaan, dan empati sangat penting dalam mendorong interaksi positif antara pasien dan penyedia layanan kesehatan, memastikan pasien merasa dimengerti dan dihargai. Kedua, keterlibatan pasien dalam pengambilan keputusan meningkatkan rasa pemberdayaan dan kontrol mereka, yang mengarah pada kepuasan yang lebih besar. Ketiga, perawatan berkualitas tinggi, yang ditandai dengan kompetensi, keandalan, dan ketepatan waktu, sangat penting untuk memenuhi kebutuhan pasien secara efisien dan mengurangi waktu tunggu. Keempat, lingkungan perawatan kesehatan yang bersih, mudah diakses, dan terawat dengan baik secara signifikan mempengaruhi persepsi dan kenyamanan pasien. Kelima, keselamatan pasien dan hasil perawatan yang positif sangat penting, karena perawatan yang meminimalkan risiko dan memastikan peningkatan kesehatan akan membangun kepercayaan. Keenam, integrasi teknologi, seperti kecerdasan buatan dan telemedicine, meningkatkan kenyamanan, efisiensi, dan perawatan yang dipersonalisasi, menyesuaikan layanan dengan kebutuhan individu. Terakhir, faktor sosio-demografis, termasuk usia, pendapatan, pendidikan, dan perbedaan budaya, serta kebijakan dan reformasi sistem perawatan kesehatan, membentuk ekspektasi dan tingkat kepuasan.
Mapping Current Trend Of Nursing Service Quality Research In Indonesia Tappy, Yunita Peggy; Mandagi, Deske W.
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 6 No. 5 (2025): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v6i5.8349

Abstract

Nursing service quality (NSQ) is the cornerstone of high-impact care, strengthening healthcare systems, and showcasing the highest standards of professional excellence. This systematic literature review (SLR) aims to explore the current NSQ literature within the Indonesia context by examining research trends, theoretical frameworks, key concepts, and future directions. 137 articles published between 2009 and 2024 in the Scopus database was systematically screened and anlized using Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework. The analysis identified five major research streams: nursing practice and patient care, quality of life and patient-centered outcomes, hospital management and healthcare systems, emerging healthcare challenges, and pandemic response. Four key antecedents of NSQ were identified: staffing and resources, training and competencies, leadership and administration, and health system infrastructure, along with four core elements: interpersonal care, crisis response, practice competence, and support systems. The analysis also highlights four primary consequences of NSQ: patient outcomes, nurse well-being, social impact, and organizational performance. Future research should focus on workforce well-being, leadership and organizational dynamics, patient safety and ethical standards, and integrated, population-specific nursing care. These insights provide a strategic roadmap for advancing NSQ research and practice in Asia.
Consumer Behavior in Healthcare: Foundations, Trends and Future Research Directions Tappy, Yunita Peggy; Mandagi, Deske W.
Jurnal Informatika Ekonomi Bisnis Vol. 7, No. 3 (September 2025)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v7i3.1213

Abstract

This study aims to examine consumer behavior in healthcare by consolidating fragmented findings, identifying dominant themes, and providing a coherent framework for future research. Through a systematic literature review, five interconnected research streams were identified: educational and behavioral interventions, system-level healthcare delivery, psychological and behavioral drivers, technology-mediated experiences, and demographic and social determinants. Based on this synthesis, four strategic directions are proposed for future research: patient-centered segmentation and behavioral profiling to tailor nursing services, experiential factors influencing patient satisfaction and loyalty; ethical and cultural dimensions of consumer expectations, especially in multicultural and aging populations, and consumer feedback and engagement in co-designing nursing services. These insights offer a roadmap for developing inclusive, responsive, and emotionally intelligent healthcare systems. The study contributes to the literature by integrating diverse perspectives into a unified structure, enabling researchers and practitioners to better understand and respond to evolving consumer needs in healthcare. Implications include the need for personalized care models, culturally sensitive frameworks, and investment in digital health tools.
Consumer Behavior in Healthcare: Foundations, Trends and Future Research Directions Tappy, Yunita Peggy; Mandagi, Deske W.
Jurnal Informatika Ekonomi Bisnis Vol. 7, No. 3 (September 2025): Accepted
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v7i3.1213

Abstract

This study aims to examine consumer behavior in healthcare by consolidating fragmented findings, identifying dominant themes, and providing a coherent framework for future research. Through a systematic literature review, five interconnected research streams were identified: educational and behavioral interventions, system-level healthcare delivery, psychological and behavioral drivers, technology-mediated experiences, and demographic and social determinants. Based on this synthesis, four strategic directions are proposed for future research: patient-centered segmentation and behavioral profiling to tailor nursing services, experiential factors influencing patient satisfaction and loyalty; ethical and cultural dimensions of consumer expectations, especially in multicultural and aging populations, and consumer feedback and engagement in co-designing nursing services. These insights offer a roadmap for developing inclusive, responsive, and emotionally intelligent healthcare systems. The study contributes to the literature by integrating diverse perspectives into a unified structure, enabling researchers and practitioners to better understand and respond to evolving consumer needs in healthcare. Implications include the need for personalized care models, culturally sensitive frameworks, and investment in digital health tools.
INDONESIAN NURSES CULTURAL COMPETENCE: THE DEVELOPMENT AND PILOT TESTING OF INSTRUMENT Tappy, Yunita Peggy
Klabat Journal of Nursing Vol. 6 No. 1 (2024): Nursing Overarches All Clinical Setting
Publisher : Fakultas Keperawatan, Universitas Klabat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37771/kjn.v6i1.1072

Abstract

Introduction: This paper outlines the development and validation of the Indonesian Nurse's Cultural Competency Scale (IPNCCS) in response to the absence of such instrument for Indonesian nurses. Purpose: The aim was to create an instrument that accurately measures cultural competence among Indonesian nurses. Methods: The study followed a methodological approach in two phases, beginning with item generation through literature review, expert evaluation, and pilot testing with a sample of 50 Indonesian nurses. Result: Through item analysis, the scale's construct validity and reliability were established. The final scale comprises 46 items across five dimensions, showing strong internal consistency reliability (overall Cronbach’s alpha of .942, dimension Cronbach’s alpha ranging from .792 to .918), content validity, and construct validity. In conclusion, the INCCS offers a reliable and valid tool for assessing professional nurse competencies within diverse clinical settings in Indonesia. KEYWORDS: Competence, Cultural competency, Indonesian nurse, Nursing, Reliability, Validity
Evaluating the Brand Gestalt of Emerging Health Tourism Destinations Tappy, Yunita Peggy; Mandagi, Deske W.
Jurnal Studi Perhotelan dan Pariwisata Vol. 2 No. 2 (2024): Maret
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v2i2.3249

Abstract

Purpose: The aim of this study is to assess the brand gestalt of health tourism destinations (HTD) using the 4S brand gestalt dimension framework: storyscape, sensescape, servicescape, and stakeholderscape. D Method: ata were collected via a survey from 160 visitors to Manado, an emerging health tourism destination in North Sulawesi, Indonesia, specifically those visiting for health or medical treatment. Structural equation modeling (SEM) with SmartPLS software was employed for analysis. Result: The results indicate that all four dimensions significantly contribute to shaping the brand gestalt of HTD, with stakeholderscape emerging as the strongest predictor, followed by sensescape. These findings offer valuable insights for policymakers and Destination Management Organizations (DMOs), underscoring the need to enhance sensescape and servicescape elements to bolster the overall brand gestalt and attractiveness of health tourism destinations.
Determinants of Health Tourism Destination Attractiveness: A Comprehensive Systematic Review Mandagi, Deske W.; Tappy, Yunita Peggy
Jurnal Studi Perhotelan dan Pariwisata Vol. 2 No. 2 (2024): Maret
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v2i2.3261

Abstract

Purpose: This study aims to acquire a comprehensive understanding of the factors contributing to the attractiveness of medical tourism destinations (MTD). Method: Utilizing a systematic literature review (SLR) methodology, this research conducts an in-depth analysis of academic journal articles published between 2010 and 2024, indexed in the Scopus database. The Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) method serves as the framework for this systematic review, ensuring the robustness of the review process through meticulous screening, data extraction, and synthesis of findings. Result: The results reveal four prominent factors determining medical tourism attractiveness. First, economic factors such as the cost of medical expenditures, destination competitiveness, and economic diversification. Second, cultural and social factors including destination attributes, tourism and vacation experience and geographical distance. Third, healthcare infrastructure and quality standards, encompassing service quality factors, medical treatment quality and government support for medical tourism infrastructure. Fourth, and lastly, marketing and promotional strategies, including branding, marketing, and destination perception. This comprehensive analysis provides valuable insights for stakeholders aiming to enhance the appeal of medical tourism destinations.
Co-Authors Deske W. Mandagi