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All Journal J-MAS (Jurnal Manajemen dan Sains) JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN
Limanto, Sherly
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Mathematics Social Sciences

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Pengaruh Kualitas Layanan, Citra, Fasilitas dan Harga terhadap Kepuasan Pasien pada Rumah Sakit Swasta Tipe B Daerah Surabaya Timur Limanto, Sherly; Yuliana, Yuliana; Bernarto, Innocentius
J-MAS (Jurnal Manajemen dan Sains) Vol 9, No 2 (2024): Oktober
Publisher : Universitas Batanghari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/jmas.v9i2.1819

Abstract

The aim of this research is to examine and analyze the influence of service quality, hospital’s image, facilities and prices on patient satisfaction. The research method used survey method with cross-section data collection through questionnaires. The sample was obtained by convenience sampling as many as 78 peoples who received treatment at the type B private hospitals in the East Surabaya City area. The data analysis method used in hypothesis testing is Structural Equation Modeling (SEM). The research results provide evidence that service quality and prices have a positive effect on patient satisfaction. While the image of Hospital and facilities have no effect on patient satisfication.
Antecedents of Mobile JKN Satisfaction and Continuance in Surabaya Limanto, Sherly; Wuisan, Dewi Sri Surya
Jurnal Akuntansi, Keuangan, dan Manajemen Vol. 7 No. 1 (2025): Desember
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v7i1.4772

Abstract

Purpose: This study aims to examine how performance expectancy, perceived need, value, usefulness, and ease of use affect patient satisfaction and their continued use of the Mobile JKN app in Surabaya. Methodology/approach: Using a quantitative approach and purposive sampling, data were collected from 212 Mobile JKN users in Surabaya and analyzed with Smart-PLS (SEM). Results/findings: Perceived Value, Usefulness, and Ease of Use significantly influenced Patient Satisfaction, which positively affected Continuance Intention. Performance Expectancy and Perceived Need had no significant effect. Conclusions: Enhancing service quality, especially user satisfaction and perceived value, is key to encouraging long-term use of the Mobile JKN app. Limitations: This research used a cross-sectional design and was limited to the city of Surabaya, which restricts generalizability. The use of a quantitative approach with Likert scales also limited the depth of insights. Future studies should consider longitudinal approaches, expand geographic coverage, and include qualitative or mixed-methods to gain deeper understanding. Contribution: This study contributes to the literature by integrating contextual factors into the TAM framework within the healthcare service context. It provides actionable insights for service providers to enhance user experience, thereby increasing patient satisfaction and long-term usage intention of the Mobile JKN application.
Co-Authors Innocentius Bernarto, Innocentius Wuisan, Dewi Yuliana Yuliana