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ANALISIS PENGARUH KOMPETENSI PERAWAT, EFEKTIVITAS ADMINISTRASI DAN PELAYANAN DOKTER TERHADAP KEPUASAN PASIEN IGD DI RSUD WAMENA Glorivy Regita Sasqia Latuihamallo; Budi Haryono; Fushen
Journal of Social and Economics Research Vol 6 No 2 (2024): JSER, December 2024
Publisher : Ikatan Dosen Menulis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/jser.v6i2.560

Penelitian ini mengevaluasi pengaruh kompetensi perawat, pelayanan dokter, dan efektivitas administrasi terhadap kepuasan pasien di RSUD Wamena. Hasil analisis data menunjukkan bahwa kompetensi perawat memiliki pengaruh positif dan signifikan terhadap kepuasan pasien IGD, dengan nilai p 0.001 dan koefisien 0.260, yang berarti setiap peningkatan 1 poin dalam kompetensi perawat akan meningkatkan kepuasan pasien sebesar 0.260 poin. Pelayanan dokter juga terbukti berpengaruh signifikan terhadap kepuasan pasien, dengan nilai p 0.003 dan koefisien 0.263, menunjukkan bahwa setiap peningkatan 1 poin dalam pelayanan dokter akan meningkatkan kepuasan pasien sebesar 0.263 poin. Selain itu, efektivitas administrasi memiliki pengaruh signifikan terhadap kepuasan pasien, dengan nilai p 0.000 dan koefisien 0.452, yang berarti setiap peningkatan 1 poin dalam efektivitas administrasi akan meningkatkan kepuasan pasien sebesar 0.452 poin. Temuan ini menegaskan pentingnya kompetensi perawat, pelayanan dokter, dan efektivitas administrasi dalam meningkatkan kepuasan pasien di rumah sakit.

Employee Job Satisfaction Mediates the Effect of Teamwork and Work Discipline on Employee Performance Nahan, Goza Ralinsa; Fushen
Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT) Vol. 5 No. 2 (2025): April: Journal of Humanities, Social Science, Public Administration and Managem
Publisher : ID Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51715/husocpument.v5i2.323

Human Resources (HR) have an important influence on the success of an organization. To find out the results of employee performance, employee performance is assessed using indicators in the form of quantity and quality of employees in carrying out tasks according to their responsibilities. Teamwork and employee discipline can affect the results of employee performance. In addition, employee job satisfaction is also expected to be an important role in strengthening the relationship between teamwork and employee discipline in improving employee performance. This study is descriptive associative, so it is only limited to revealing facts that explain the causality between variables with proof of hypotheses and quantitative data processing. The sample of this study was taken from the entire population of 107 respondents. Data were obtained through questionnaires. The analysis technique used to test the hypothesis used the Structural Equation Model (SEM) model through the Partial Least Square (PLS) approach. In this study, seven hypotheses were tested and the researchers found that teamwork did not have a significant effect on employee performance, but with high job satisfaction, it could increase teamwork so that it could improve employee performance. This shows that although teamwork does not always have a significant effect on employee performance, the existence of job satisfaction as a mediating variable can strengthen the relationship. In other words, although good teamwork does not directly affect employee performance, increased job satisfaction resulting from solid teamwork can improve employee performance. Employees who are satisfied with the working relationships within their team tend to be more motivated to contribute better, increase productivity, and provide quality service.

THE EFFECT OF SERVICE QUALITY AND PRICE PERCEPTION ON REVISIT INTENTION MEDIATED BY TRUST AT PRIMAYA HOSPITAL BETANG PAMBELUM PALANGKARAYA Asty Selevani; Eka Desy Purnama; Fushen
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 5 No. 3 (2025): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v5i3.3127

This study aims to analyze the effect of service quality and price perception on revisit intention, with trust as a mediating variable, on health check-up (MCU) patients at Primaya Betang Pambelum Hospital, Palangkaraya. This study is motivated by the importance of understanding the factors that influence patient loyalty in health services. The study used a quantitative approach with the Structural Equation Modeling Partial Least Square (SEM-PLS) method. Data were collected through questionnaires distributed to patients who had used MCU services. The variables studied included service quality, price perception, trust, and revisit intention. The results showed that service quality had a significant positive effect on trust (β = 0.550; p = 0.000) and revisit intention (β = 0.313; p = 0.002). Likewise, price perception had a positive effect on trust (β = 0.357; p = 0.000) and revisit intention (β = 0.240; p = 0.003). Trust itself has been proven to have a significant effect on revisit intention (β = 0.334; p = 0.010). In addition, trust significantly mediates the relationship between service quality and price perception on revisit intention. In conclusion, service quality and price perception affect patient revisit intention both directly and indirectly through trust. Therefore, improving service quality and price affordability are key strategies to strengthen patient loyalty to hospital health services.

THE EFFECT OF HEALTH WORKERS' COMPETENCY AND BRAND IMAGE ON OUTPATIENT PATIENTS' REVISIT INTEREST MEDIATED BY PATIENT TRUST IN RHC CLINIC Only Pricilia; Hery Winoto Tj; Fushen
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 4 No. 3 (2025): FEBRUARY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v4i3.679

Quality health services are a major factor in improving community welfare. However, in the face of increasingly tight competition, RHC Clinic faces challenges in maintaining patient repeat visit interest. This study aims to analyze the effect of health worker competence and brand image on patient repeat visit interest, both directly and through the mediation variable of patient trust. The research method used is quantitative with the Structural Equation Model (SEM) approach through the WrapPLS 8.0 tool. Data were obtained from 100 respondents who were RHC Clinic patients. The results of the study showed that health worker competence and brand image had a significant positive effect on patient trust, which ultimately increased patient repeat visit interest. Patient trust proved to be a mediating variable that strengthened the relationship between health worker competence and brand image on repeat visit interest. Thus, RHC Clinic needs to improve the quality of health workers through routine training and strengthen brand image through marketing strategies and better services in order to maintain patient loyalty.

THE INFLUENCE OF ADMINISTRATIVE SERVICES, MEDICAL SERVICES AND DRUG AVAILABILITY ON PATIENT SATISFACTION AT PUSKESMAS WAISAI RAJA AMPAT, MODERATED BY PERCEIVED SERVICE QUALITY: Lolinia Agustina Florensia; Hery Winoto Tj; Fushen
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 4 No. 3 (2025): FEBRUARY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v4i3.682

This study aims to analyze the influence of administrative services, medical services, and drug availability on patient satisfaction, as well as the moderating role of service quality perception in these relationships. The research employs a quantitative approach with a descriptive method. The results indicate that administrative services, medical services, and drug availability significantly affect patient satisfaction. Furthermore, service quality perception strengthens the relationship between administrative services, medical services, and drug availability with patient satisfaction. These findings emphasize the importance of improving healthcare service quality to optimize patient satisfaction.

THE EFFECT OF SERVICE QUALITY AND PRICE ON CUSTOMER RETENTION MEDIATED BY CUSTOMER SATISFACTION IN THE OUTPATIENT UNIT OF RHC LAMPUNG CLINIC Yani Puji Mustika Sari; Hery Winoto Tj; Fushen
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 5 No. 1 (2025): February
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v5i1.2442

This study is motivated by the increasing competition in the healthcare sector, especially clinics, which requires effective strategies in retaining patients. Stagnation and decline in the number of patients in 2023 are challenges for RHC Clinic in maintaining the level of visits, which are influenced by service quality and price. Customer retention is a crucial factor for the sustainability of the clinic, considering that the cost of attracting new customers is higher than retaining existing ones. Therefore, this study aims to analyze the effect of service quality and price on customer retention with customer satisfaction as the mediation. With a quantitative approach and purposive sampling method, this study involved 90 outpatient respondents at RHC Clinic, and data analysis was carried out using linear regression and Structural Equation Modeling (SEM) based on Partial Least Square (PLS) with WarpPLS 8.0 software. The results showed that service quality and price had a positive effect on customer satisfaction, which in turn had a positive effect on customer retention, with customer satisfaction as a significant mediating variable. These findings confirm that improving service quality and adjusting prices according to patient expectations play an important role in increasing patient satisfaction and retention. Therefore, the results of this study are expected to be a reference for RHC Clinic management in designing more optimal health service strategies to increase customer retention.

Applying Project Management to Establish an Academic Health System: A Participatory Action Research Josephine, Jodie; Tj, Hery Winoto; Fushen
Jurnal Kedokteran Meditek Vol 31 No 2 (2025): MARCH
Publisher : Fakultas Kedokteran Universitas Kristen Krida Wacana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36452/jkdoktmeditek.v31i2.3666

Introduction: Academic Health Systems (AHS) integrate healthcare, education, and research to enhance medical training and patient care. However, initiating AHS in institutions without an existing framework presents challenges in aligning stakeholder expectations and organizational structures. Purpose: This study aims to initiate and establish an appropriate AHS model for Ukrida AHS through Project Management (PM) principles and highlight the importance of PM principles in healthcare organizations. Methods: A qualitative research design was employed using semi-structured interviews with six key stakeholders. Thematic analysis identified recurring patterns in stakeholder perceptions, expectations, and challenges regarding AHS implementation. Data triangulation through a Focus Group Discussion (FGD) refined the findings. Results: The findings are categorized into three phases: Inquiry, which identified three key themes—stakeholder perceptions of their organization, understanding of AHS, and perceived benefits and challenges; Action, which translated these insights into concrete steps, including goal-setting, developing a Gantt chart, and an AHS model; and Reflection, which assessed the research process and emphasizing the benefits of using PM principles in healthcare organizations. Conclusion: Integrating PM with PAR facilitated AHS initiation at Ukrida, revealing benefits, challenges, and key priorities: leadership alignment, financial sustainability, faculty development, stakeholder collaboration, and data systems to ensure long-term success and scalability.

ANALISIS PENGARUH KOMPETENSI PERAWAT, EFEKTIVITAS ADMINISTRASI DAN PELAYANAN DOKTER TERHADAP KEPUASAN PASIEN IGD DI RSUD WAMENA Glorivy Regita Sasqia Latuihamallo; Budi Haryono; Fushen
Journal of Social and Economics Research Vol 6 No 2 (2024): JSER, December 2024
Publisher : Ikatan Dosen Menulis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/jser.v6i2.560

Penelitian ini mengevaluasi pengaruh kompetensi perawat, pelayanan dokter, dan efektivitas administrasi terhadap kepuasan pasien di RSUD Wamena. Hasil analisis data menunjukkan bahwa kompetensi perawat memiliki pengaruh positif dan signifikan terhadap kepuasan pasien IGD, dengan nilai p 0.001 dan koefisien 0.260, yang berarti setiap peningkatan 1 poin dalam kompetensi perawat akan meningkatkan kepuasan pasien sebesar 0.260 poin. Pelayanan dokter juga terbukti berpengaruh signifikan terhadap kepuasan pasien, dengan nilai p 0.003 dan koefisien 0.263, menunjukkan bahwa setiap peningkatan 1 poin dalam pelayanan dokter akan meningkatkan kepuasan pasien sebesar 0.263 poin. Selain itu, efektivitas administrasi memiliki pengaruh signifikan terhadap kepuasan pasien, dengan nilai p 0.000 dan koefisien 0.452, yang berarti setiap peningkatan 1 poin dalam efektivitas administrasi akan meningkatkan kepuasan pasien sebesar 0.452 poin. Temuan ini menegaskan pentingnya kompetensi perawat, pelayanan dokter, dan efektivitas administrasi dalam meningkatkan kepuasan pasien di rumah sakit.

THE EFFECT OF SERVICE QUALITY AND PATIENT SATISFACTION ON PATIENT LOYALTY MEDIATED BY PATIENT TRUST AT RUMAH INDONESIA SEHAT (RIS) HOSPITAL Fenny Kristinawati; Wani Devita Gunardi; Fushen
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 2 No. 4 (2023): January (January-March)
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v2i4.630

The increasing number of hospitals and the development of health industry have resulted in competition between healthcare providers. In facing the inevitable competition in the health industry, healthcare providers are required to adjust and evolve to achieve higher standards. Things that can be done to face the demands of this market is improving the quality and patient satisfaction. The goal is to increase patient trust and loyalty. This research aims to determine the effect of service quality and patient satisfaction on patient loyalty mediated by patient trust at Rumah Indonesia Sehat (RIS) Hospital. There were 67 samples in this study. The data used in this study is a type of quantitative data obtained from filling out questionnaires by selected respondents through a simple random sampling method. The analysis method used in this study is the Structural Equation Model (SEM) using the SmartPLS program. The result of this study shows that there is a significant effect of service quality and patient satisfaction on patient loyalty with patient trust as an intervening variable.

ANALYSIS OF PUSKESMAS MANAGEMENT IN RELATION TO SERVICE OPTIMIZATION AT BENGKOL MANADO PUSKESMAS Sheila Clarisa Korayan; Hery Winoto Tj; Fushen
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 3 No. 3 (2023): October (October-December)
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v3i3.1202

The purpose of this study is to analyze the management of Puskesmas (Community Health Center) in relation to optimal service delivery at Bengkol Puskesmas. The data used is of qualitative method, employing a phenomenological approach, located at Bengkol Puskesmas in Manado. The information sources were derived from three informants. The data is supported by secondary data from reference books related to the research. The analysis method employed in this study involves several stages of data analysis techniques, beginning with data collection through in-depth interviews, observations, and documentation. The findings of this research indicate that there is an excessive or dual workload at Bengkol Puskesmas in Manado and a lack of human resources with expertise in fields such as science, technology, and nutrition. There are plans for optimizing health service management and ensuring good health facilities, allowing for optimal community health services. Despite some health program activities experiencing delays beyond the planned schedule due to a shortage of human resources, effective health services for the community can still be achieved.

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