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All Journal Alignment: Journal of Administration and Educational Management Journal of Economics and Social Sciences
Dadang Kusnadi
Universitas Adhirajasa Reswara Sanjaya
Agriculture, Biological Sciences & Forestry Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Social Sciences

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Pengaruh Brand Experience dan Brand Awareness terhadap Kepuasan Pasien yang di Mediasi Kualitas Pelayanan X-Ray Panoramic di Rumah Sakit Brawijaya Saharjo Dwi Permana Putra; Agus Hadian Rahim; Dadang Kusnadi
Journal Of Administration and Educational Management (ALIGNMENT) Vol. 7 No. 2 (2024): ALIGNMENT : Journal of Administration and Educational Management
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/alignment.v7i2.12635

Abstract

This study aims to analyze the Influence of Brand Experience and Brand Awareness on Patient Satisfaction Mediated by the Quality of Panoramic X-Ray Servives at Brawijaya Saharjo Hospital. The population of this study is 100 people. The sampling technique used is purposive sampling with a sample of 100 people. This type of research is quantitative research. The statistical instrument used is regression analysis using validity, reliability, and normality tests. The results of the research have the influence of brand experience on the quality of Panoramic X-Ray patient service at Brawijaya Saharjo Hospital. There is an influence of brand awareness on the quality of Panoramic X-Ray patient service at Brawijaya Saharjo Hospital. There is an influence of brand experience on patient satisfaction with Panoramic X-Ray at Brawijaya Saharjo Hospital. There is an influence of brand awareness on patient satisfaction with Panoramic X-Ray at Brawijaya Saharjo Hospital. There is an effect of patient satisfaction on the quality of Panoramic X-Ray services at Brawijaya Saharjo Hospital. There is an influence of brand experience on service quality with Panoramic X-Ray patient satisfaction as a mediating variable at Brawijaya Saharjo Hospital, this means that if the brand experience improves, the quality of service will also experience a significant increase accompanied by an increase in patient satisfaction. There is an influence of brand awareness on service quality with Panoramic X-Ray patient satisfaction as a mediating variable at Brawijaya Saharjo Hospital, this means that if brand awareness increases, then the quality of service will also experience a significant increase accompanied by patient satisfaction. Keywords: Brand Experience, Brand Awareness, Patient Satisfaction, Service Quality
Managerial Strategies to Accelerate Lead Times with the Failure Mode and Effect Analysis (FMEA) Method (Qualitative Study at Naibonat Regional General Hospital, Kupang Regency) Samlek Elisawyn Sunbanu; Erliany Syaodih; Dadang Kusnadi
Journal of Economics and Social Sciences (JESS) Vol. 5 No. 1 (2026)
Publisher : CV. Civiliza Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59525/jess.1251

Abstract

This study aims to formulate a managerial strategy to accelerate waiting time through the identification of the root of the problem using the Failure Mode and Effect Analysis (FMEA) method. The research used a qualitative design involving five groups of informants, namely patients, specialist doctors, nurse at output patient clinics, medical record officers and management. Data were collected through in-depth interviews, observations, and Likert scale assessments, then analyzed using the FMEA approach to determine the Severity, Occurrence, Detection, and Risk Priority Number (RPN) values in each failure mode. The results of the study showed four failure modes with the highest RPN scores, namely: Hospital Management Information System failure (RPN 47.75), registration administration process (RPN 43.40), repeated service failures (RPN 42.05), and delay in specialist doctor attendance (RPN 40.98). HMIS is the most critical factor because it has the highest frequency of disruptions and has a direct impact on the entire service flow. Other dominant obstacles are delays in medical record files, insynchronization of administrative processes, and obstacles in pharmaceuticals. Based on these findings, the proposed managerial strategies include short-term improvements (optimization of human resources and SOPs), medium-term (digitalization through EMR and e-prescribing), and long-term (strengthening of Hospital Management Information System infrastructure and implementation of CQI). This research confirms that accelerating waiting times requires an integrated managerial approach, focusing on digitalization and cross-unit coordination.
Co-Authors Agus Hadian Rahim Dwi Permana Putra Erliany Syaodih Samlek Elisawyn Sunbanu