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All Journal Jurnal Penelitian Pendidikan Indonesia Journal of Multidisciplinary Academic and Practice Studies
Rumengan, Angelina E.
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Humanities Decision Sciences, Operations Research & Management Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : Journal of Multidisciplinary Academic and Practice Studies

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The effect of interpersonal communication, facilities and application-based registration on patient satisfaction with service quality as an intervening variable in the outpatient row RSUD Raja Ahmad Tabib Riau Island Province Herlina, Fetty; Rumengan, Angelina E.; Indrawan, Mohamad Gita
Journal of Multidisciplinary Academic and Practice Studies Vol. 1 No. 3 (2023): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v1i3.2357

Abstract

Purpose: The purpose of this study was to analyze the effect of interpersonal communication, facilities, and ease of application-based registration on patient satisfaction with service quality as an intervening variable in the Outpatient Hospital Raja Ahmad Tabib Riau Islands Province. Research methodology: The research design used in this study was quantitative research with an associative type of research in the form of a causal relationship. The population in this study were outpatients who registered using the application totaling 5,818 people. The sample size was determined using the Slovin formula to obtain a sample size of 374 people. The data collection technique in this study was a Likert scale questionnaire, with instruments in the form of questionnaire sheets and Google Forms. The data analysis technique used in this study used the partial least squares (PLS) approach assisted by SmartPLS. Results: The results showed that direct interpersonal communication, facilities, and ease of application-based registration had a significant effect on patient satisfaction in the outpatient department of Raja Ahmad Tabib Hospital, Riau Island Province. Conclusions: Patient satisfaction is influenced by interpersonal communication, facilities, and application-based registration, with service quality acting as a key mediator to enhance overall service experience. Limitations: This study was conducted in a single hospital and limited to patients using application-based registration, thus reducing the generalizability of the findings. Future research should involve more hospitals and broader variables to gain deeper insights. Contribution: This research provides empirical evidence on the critical role of service quality as an intervening variable, offering practical insights for hospital management in improving digital health services and interpersonal interactions to increase patient satisfaction.
Influence of transformational leadership, organizational citizenship behavior, and worker involvement on innovative work performance with sharing of knowledge as an intervening variable at the Office of PLP Class II Tanjung Uban, Ministry of Transportation Sirait, Amri; Dewi, Nolla Puspita; Rumengan, Angelina E.
Journal of Multidisciplinary Academic and Practice Studies Vol. 1 No. 2 (2023): May
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v1i2.2371

Abstract

Purpose: This study aimed to analyze the influence of transformational leadership, organizational citizenship behavior, and work involvement on innovative work behavior, with knowledge sharing as an intervening variable. Research Methodology: This research used a quantitative approach with a survey method. A total of 101 employees were selected using total sampling method. Data were collected through questionnaires and analyzed using structural equation modeling-partial least squares (SEM-PLS) version 3.0. Results: The findings indicate that transformational leadership, OCB, and work involvement significantly affect innovative work behavior. OCB and work involvement significantly influenced knowledge sharing, whereas transformational leadership did not. Knowledge sharing itself does not significantly affect innovative work behavior and does not mediate the relationship between the independent variables and innovative work behavior. Conclusions: Innovative work behavior is primarily shaped by leadership, citizenship behavior, and employee involvement, whereas knowledge sharing plays only a limited role. Strengthening OCB and engagement directly enhances innovation, even without mediation by knowledge sharing. Limitations: This study was restricted to one institution and relied only on questionnaires. Contribution: This study highlights the importance of leadership, OCB, and involvement in fostering innovation, offering guidance for managerial practice.
Co-Authors Chablullah Wibisono Dewi, Nolla Puspita Herlina, Fetty Indrawan, Mohamad Gita Muhammad Muhammad Sari, Pri Handani Bayu Sirait, Amri