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All Journal Infotech Journal Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Paradoks : Jurnal Ilmu Ekonomi Cendikia Pendidikan Jesocin : Journal of Jabar Economic Society Networking Forum Jesocin : Journal of Economics, Accounting, Business, Management, Engineering and Society
Rulia
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The Influence of Speed of Service Time, Officer Competence, Facilities and Infrastructure on Service Quality and Its Impact on Customer Satisfaction(Study on Services at the Jambi Provincial Health Laboratory Center) Ferdiyan, Rendra; Yuliaty, Farida; Rulia
Journal of Jabar Economic Society Networking Forum Vol. 1 No. 5 (2024): Jesocin - April
Publisher : Organisasi Kreatif Indonesia Emas

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Abstract

This study aimed to analyze the direct and indirect effects of the speed of service time, the competence of officers, and facilities and infrastructure on customer satisfaction which was mediated by service quality. The research was conducted at the Technical Services Unit of Jambi Provincial Health Laboratory Center. The populations in this study were customers who used services at the Technical Services Unit of Jambi Provincial Health Laboratory Center. The sample in this study was selected using the accidental sampling method, which were service users of Technical Services Unit of Jambi Provincial Health Laboratory Center whom were met by researchers randomly. In this research, data analysis used the Partial Least Square (PLS) approach. The research results showed that: speed of service time, and facilities and infrastructure had a direct influence on service quality and customer satisfaction, while officer competency had a direct influence on service quality but has no direct influence on customer satisfaction. Meanwhile, speed of service time and officer competency had indirect influence on customer satisfaction which was mediated by service quality, while facilities and infrastructure did not have indirect influence on customer satisfaction which was mediated by service quality.
The Influence of Speed of Service Time, Officer Competence, Facilities and Infrastructure on Service Quality and Its Impact on Customer Satisfaction(Study on Services at the Jambi Provincial Health Laboratory Center) Ferdiyan, Rendra; Yuliaty, Farida; Rulia
Journal of Jabar Economic Society Networking Forum Vol. 1 No. 5 (2024): Jesocin - April
Publisher : Organisasi Kreatif Indonesia Emas

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study aimed to analyze the direct and indirect effects of the speed of service time, the competence of officers, and facilities and infrastructure on customer satisfaction which was mediated by service quality. The research was conducted at the Technical Services Unit of Jambi Provincial Health Laboratory Center. The populations in this study were customers who used services at the Technical Services Unit of Jambi Provincial Health Laboratory Center. The sample in this study was selected using the accidental sampling method, which were service users of Technical Services Unit of Jambi Provincial Health Laboratory Center whom were met by researchers randomly. In this research, data analysis used the Partial Least Square (PLS) approach. The research results showed that: speed of service time, and facilities and infrastructure had a direct influence on service quality and customer satisfaction, while officer competency had a direct influence on service quality but has no direct influence on customer satisfaction. Meanwhile, speed of service time and officer competency had indirect influence on customer satisfaction which was mediated by service quality, while facilities and infrastructure did not have indirect influence on customer satisfaction which was mediated by service quality.
MEMBANGUN SEKOLAH UNGGUL: PAMANFAATAN CORE COMPETENCY UNTUK KEUNGGULAN KOMPETITIF Kurniasih, Nia; Tansah, Lala; Rulia; Hidayat, Ara
Sindoro: Cendikia Pendidikan Vol. 11 No. 1 (2025): Sindoro Cendikia Pendidikan
Publisher : Cahaya Ilmu Bangsa Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.9644/sindoro.v11i1.9555

Abstract

Penelitian ini bertujuan untuk menganalisis peran core competency dalam meningkatkan kualitas pendidikan dan keunggulan kompetitif sebuah sekolah. Melalui studi literatur dan penelitian ini mengidentifikasi berbagai strategi yang dapat diterapkan sekolah untuk mengembangkan core competency-nya, seperti strategi kepemimpinan biaya, diferensiasi, fokus, inovasi, dan penurunan biaya. Hasil penelitian menunjukkan bahwa dengan mengidentifikasi dan mengembangkan core competency yang unik, sekolah dapat menawarkan nilai tambah yang berbeda, memperkuat identitas sekolah, dan meningkatkan kepuasan stakeholder. Namun, keberhasilan pengembangan core competency sangat bergantung pada komitmen pimpinan, keterlibatan seluruh warga sekolah, serta dukungan sumber daya yang memadai. Penelitian ini menyimpulkan bahwa core competency merupakan kunci untuk membangun sekolah unggul yang mampu menghadapi tantangan globalisasi dan menghasilkan lulusan yang berkualitas. Kata Kunci: Sekolah Unggul, Pemanfaatan, Kompetitif
COMMUNICATION EFFECTIVENESS AND SERVICE QUALITY ON PATIENT SATISFACTION AND ITS IMPLICATIONS ON PATIENT SATISFACTION Endang Maryam Zamilah El Hakim; Sri Rochani Mulyani; rulia; vip paramarta
INFOTECH journal Vol. 11 No. 1 (2025)
Publisher : Universitas Majalengka

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31949/infotech.v11i1.14126

Abstract

Based on preliminary studies, 8% of respondents stated that communication was poor, 18% stated that service quality was poor, 28% were dissatisfied, and 8% stated that they would’t visit again. The type of research was quantitative research with a descriptive-verificative approach using path analysis. Based on the questionnaire results, communication and service quality were rated as very good, patient satisfaction was rated as very satisfied, and patients stated they would visit the health center again. There was a significant influence between communication and patient satisfaction (p-value 0.006), service quality and patient satisfaction (p-value 0.001), communication and service quality simultaneously on patient satisfaction (p-value 0.001), patient satisfaction on patient visits (p-value 0.001), direct communication on patient visits (p-value 0.042), direct service quality on patient visits (p-value 0.001), indirect communication on patient visits through patient satisfaction (p-value 0.031), and indirect service quality on patient visits through patient satisfaction (p-value 0.005).
Pengaruh Usia, Kepercayaan dan Persepsi Terhadap Kepuasan Pengguna Layanan Telemedisin Hastuti, Rini; Vip Paramarta; Widjajanti Utojo; Rulia; Kosasih; Farida Yuliaty
Paradoks : Jurnal Ilmu Ekonomi Vol. 8 No. 2 (2025): Februari - April
Publisher : Fakultas Ekonomi, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/paradoks.v8i2.1159

Abstract

Peningkatan teknologi kesehatan menghadirkan inovasi layanan telemedisin untuk memperluas akses pelayanan, terutama di daerah terpencil dengan rasio dokter rendah. Telemedisin diharapkan dapat meningkatkan pemerataan, kualitas layanan, efisiensi biaya, serta menjangkau daerah bencana. Meski banyak penyedia resmi bermitra dengan pemerintah, pemanfaatan layanan ini masih terbatas karena berbagai faktor. Penelitian ini bertujuan mengetahui pengaruh usia, kepercayaan, dan persepsi terhadap kepuasan pengguna telemedisin di Jabodetabek. Pendekatan yang digunakan adalah kuantitatif, dengan 149 responden yang dianalisis menggunakan regresi linear berganda. Hasil uji parsial menunjukkan bahwa usia dan kepercayaan tidak berpengaruh signifikan terhadap kepuasan pengguna, sedangkan persepsi berpengaruh signifikan. Namun, uji simultan menunjukkan bahwa usia, kepercayaan, dan persepsi secara bersama-sama berpengaruh signifikan terhadap kepuasan pengguna layanan telemedisin di Jabodetabek.
THE INFLUENCE OF BRAND IMAGE, TRUST, AND SERVICE QUALITY ON REVISIT INTENTION MEDIATED BY PATIENT SATISFACTION (CASE STUDY AT THE BHAYANGKARA HOSPITAL OF THE YOGYAKARTA SPECIAL REGION REGIONAL POLICE) Ahmad Syakur Banafif; Kosasih; Rulia; Etty Sofia Mariati Asnar; Farida Yuliaty; Vip Paramarta
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 3 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

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Abstract

This study aims to analyze the influence of Brand Image, trust, and service quality on patients’ revisit intention with patient satisfaction as a mediating variable at Bhayangkara Hospital, POLDA of the Special Region of Yogyakarta. The increasing competition among hospitals demands a comprehensive evaluation of the factors that shape patient loyalty. This research uses a quantitative approach with a survey method involving 250 patient respondents selected through purposive sampling. Data analysis was conducted using Partial Least Square (PLS) with SmartPLS 4 software. The findings show that Brand Image, trust, and service quality have a positive and significant effect on patient satisfaction and revisit intention. Patient satisfaction is also proven to mediate the relationship between the three independent variables and revisit intention, as indicated by p-values below 0.05. These results confirm that a positive hospital image, trust in the competence of medical staff, and superior service quality create a satisfying patient experience, thus encouraging revisit behavior. Theoretically, this study strengthens the conceptual model that satisfaction is a key element bridging patients’ perceptions and loyalty in the healthcare sector. Practically, the findings provide implications for hospital management to enhance the synergy between image management, trust-building, and service quality improvement to create sustainable patient satisfaction and retention.
Co-Authors Ahmad Syakur Banafif Ara Hidayat, Ara Endang Maryam Zamilah El Hakim Etty Sofia Mariati Asnar Farida Yuliaty Ferdiyan, Rendra Kosasih nia kurniasih Rini Hastuti Sri Rochani Mulyani Tansah, Lala Vip Paramarta Widjajanti Utojo