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Asnar, Etty Sofia Mariati
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Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Dan Implikasinya Pada Kunjungan Pasien (Studi Survey di RSUD Kota Manado) Poluan, Olivia Melissa; Mulyani, Sri Rochani; Utoyo, Widjajanti; Paramarta, Vip; Asnar, Etty Sofia Mariati
Innovative: Journal Of Social Science Research Vol. 4 No. 5 (2024): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v4i5.15610

Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis lebih mendalam tentang kualitas pelayanan, kepuasan pasien dan kunjungan pasien di RSUD Kota Manado. Obyek penelitian adalah pasien pada poli gigi dan mulut di RSUD Kota Manado dengan sampel 84 orang. Analisis data yang digunakan adalah analisis jalur, analisis koefiesien korelasi dan analisis koefisien determinasi. Hasil penelitian menunjukkan analisis deskriptif terhadap kualitas pelayanan, kepuasan pasien dan kunjungan pasien di Rumah Sakit Umum Daerah Kota Manado sangat kuat namun dari hasil penelitian menunjukkan bahwa ada item yang masih rendah pada kualitas pelayanan yaitu pada pernyataan perawat harus memiliki pengetahuan dan keterampilan melakukan pekerjaan melayani pasien, Terdapat pengaruh signifikan kualitas pelayanan terhadap kepuasan pasien di Rumah Sakit Umum Daerah Kota Manado, kepuasan pasien tidak berpengaruh signifikan terhadap variable kunjungan pasien di Rumah Sakit Umum Daerah Kota Manado, kualitas pelayanan berpengaruh signifikan terhadap variabel kunjungan pasien di Rumah Sakit Umum Daerah Kota Manado dan secara tidak langsung kualitas pelayanan tidak berpengaruh secara signifikan terhadap kunjungan pasien melalui kepuasan pasien di Rumah Sakit Umum Daerah Kota Manado. Kata Kunci: Kualitas Pelayanan, Kepuasan Pasien, Kunjungan Pasien
Pengaruh Kualitas Pelayanan Dan Fasilitas Medis Terhadap Kepuasan Pasien Dan Implikasinya Terhadap Jumlah Kunjungan Pasien (Studi Pada Instalasi Rawat Inap Ruangan Mawar Dalam Rumah Sakit Umum Sinar Kasih Tentena Kabupaten Poso) Anathasia, Sophiana Enjellin; Kosasih, Kosasih; Syahidin, Rukhiyat; Asnar, Etty Sofia Mariati; Yuliaty, Farida
Innovative: Journal Of Social Science Research Vol. 4 No. 5 (2024): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v4i5.15614

Abstract

AbstrakPenelitian ini bertujuan untuk menganalisis kualitas pelayanan, fasilitas medis, kepuasan pasien dan kunjungan pasien di Rumah Sakit Umum Sinar Kasih Tentena Kabupaten Poso. Penelitian ini menggunakan pendekatan kuantitatif. Sampel dalam penelitian ini adalah pasien di RS Umum Sinar Kasih Tentena Kabupaten Poso yang berjumlah 90 responden. Analisis data yang digunakan adalah analisis deskriptif dan analisis verifikatif menggunakan analisis jalur (path analysis). Hasil penelitian analisis deskriptif terhadap kualitas pelayanan, fasilitas medis, kepuasan pasien dan kunjungan pasien dengan penilaian baik menuju sangat baik, masih ditemukan beberapa kekurangan yang harus diperhatikan untuk diperbaiki. Sedangkan hasil penelitian verifikatif, model analisis jalur menunjukkan nilai koefisien jalur variabel kualitas pelayanan terhadap kunjungan pasien bernilai positif dan nilai koefisien jalur pengaruh tidak langsung lebih besar dari pengaruh langsung (48,2%>11,5%), demikian juga variabel kualitas pelayanan terhadap kunjungan pasien bernilai positif dan nilai koefisien pengaruh tidak langsung lebih besar dari pengaruh langsung (11.5%>2.3%) artinya variabel kepuasan pasien sebagai variabel intervening mampu memediasi variabel kualitas pelayanan maupun variabel fasilitas medis terhadap variabel kunjungan pasien. Nilai koefisien korelasi 0,818 menunjukan adanya hubungan yang kuat antara variabel kualitas pelayanan, variabel fasilitas medis, variabel kepuasan pasien terhadap variabel kunjungan pasien dan nilai koefisien determinasi (R2) sebesar 65,0% menunjukan variasi atar variabel cukup besar. Hasil hipotesis statistik untuk uji-t (parsial), variabel kualitas pelayanan berpengaruh positif dan signifikan terhadap variabel kunjungan pasien, karena t-hitung > tα (2,966 > 1,99), variabel fasilitas medis berpengaruh positif terhadap variabel kunjungan pasien, karena t-hitung > tα (2,200 > 1,99). Untuk uji-F (simultan), variabel kualitas pelayanan dan fasilitas medis terhadap kepuasan pasien berpengaruh positif karena nilai f-hitung > fα ( 87,769> 3,10). Hasil penelitian secara keseluruhan menunjukkan adanya implikasi variabel kualitas pelayanan, fasilitas medis dan variabel kepuasan pasien terhadap kunjungan pasien.Kata Kunci: Fasilitas Medis, Kepuasan Pasien, Kualitas Pelayanan, Kunjungan Pasien
Analisis Antara Bauran Pemasaran, Mutu Pelayanan dan Referensi dengan Keputusan Pasien Memilih Kembali Jasa Pelayanan di Klinik Pratama Rawat Inap Shofa Gondangrejo Karanganyar Jawa Tengah Habibi, Novel; Paramata, Vip; Asnar, Etty Sofia Mariati
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 1 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i1.1186

Abstract

The 24.33% decrease in the number of patients at the Shofa Inpatient Primary Clinic from 2021 to 2022 was caused by competition between private clinics and complaints about services. To overcome this, the clinic carries out analysis related to decision making regarding service use, with a focus on marketing mix, service quality and referrals. This quantitative descriptive research involved 13,000 outpatient service users between January-April 2023, with a sample of 207 people aged 20 to 64 years. Data was collected using a Likert scale questionnaire and analyzed using descriptive analysis and multiple linear regression tests. The research results show positive perceptions of the marketing mix and service quality, as well as high references to the clinic. Most respondents stated that they would return to using clinic services. Research shows that the marketing mix influences the decision to return to using health services, and service quality has a positive influence. However, references did not have a significant influence on the decision. Simultaneously, the marketing mix, service quality and references contributed 78.6% to the decision to return to using the service. The service quality variable has the greatest influence (t count 19.612). Suggestions for clinics are to improve the marketing mix, provide clear service quality standards, and ensure that health workers show more empathy and attention to consumer characteristics, so that they can encourage consumers' decisions to return to using health services.
Analisis Efisiensi Unit Perawatan Intensif Di Rumah Sakit Pendidikan Universitas Andalas Padang Menggunakan Model Data Envelopment Analysis (DEA) Sahana, Syahpikal; Suharsono, Teguh Nurhadi; Asnar, Etty Sofia Mariati; Rahmiyati, Ayu Laili; Kosasih, Kosasih
Innovative: Journal Of Social Science Research Vol. 5 No. 2 (2025): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v5i2.18561

Abstract

Abstrak Pengembangan unit perawatan intensif di rumah sakit dihadapkan pada kebutuhan pembiayaan yang tinggi. Oleh karena itu, efisiensi pelayanan di unit perawatan intensif perlu menjadi perhatian dalam pengembangannya. Penelitian ini bertujuan untuk mengetahui efisiensi unit perawatan intensif di Rumah Sakit Pendidikan Universitas Andalas Padang. Jenis penelitian merupakan kuantitatif dengan pendekatan cross-sectional. Unit perawatan intensif yang diteliti adalah ruang ICU, NICU, dan PICU. Analisis efisiensi dilakukan dengan menggunakan data laporan unit perawatan intensif menggunakan metode Data Envelopment Analysis (DEA) pada aplikasi DEA frontier. Hasil penelitian menemukan skor efisiensi unit perawatan intensif di ruang NICU dan PICU adalah 1 (efisien), sedangkan ruang NICU adalah 0,88 (tidak efisien). Penyesaian yang dapat dilakukan adalah jumlah perawat ruang ICU menjadi 25 orang, ventilator menjadi 6 buah dan tempat tidur menjadi 12 agar ICU menjadi efisien. Kata Kunci : DEA, Efisiensi, Unit Perawatan Intensif
Strategi Pencegahan dan Pengendalian Infeksi yang Efektif dalam Upaya Peningkatan Keselamatan dan Kesehatan Kerja Rumah Sakit (Studi Kasus pada Rumah Sakit X di Bandung ) Ellya Dewi; Asnar, Etty Sofia Mariati; Paramarta, Vip; Kosasih, Kosasih
Jurnal Ners Vol. 9 No. 3 (2025): JULI 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v9i3.45937

Abstract

Pelayanan kesehatan yang bermutu menjadi perhatian utama dengan meningkatkan keselamatan dan kesehatan kerja rumah sakit. Rumah Sakit X Bandung menghadapi tantangan dalam efektivitas strategi pencegahan dan pengendalian infeksi untuk meningkatkan keselamatan dan kesehatan kerja rumah sakit. Penelitian ini menggunakan pendekatan kualitatif dengan metode studi kasus, triangulasi sumber, dan analisis data NVivo 12 Plus. Data dikumpulkan melalui wawancara, observasi, dan dokumentasi. Hasil pembahasan: ditemukan bahwa keselamatan dan kesehatan kerja rumah sakit (K3RS) serta pelaksanaan Pencegahan dan Pengendalian Infeksi (PPI) memiliki hubungan erat, dengan berbagai kendala yang perlu diatasi melalui strategi peningkatan SDM, digitalisasi sistem pencatatan, serta optimalisasi kebijakan sterilisasi rumah sakit. Implementasi strategi ini akan membantu meningkatkan kualitas keselamatan dan kesehatan kerja serta efektivitas program pengendalian infeksi di rumah sakit. Kesimpulan: Rumah Sakit X Bandung telah mengimplementasikan berbagai strategi dalam meningkatkan K3RS melalui strategi PPI yang efektif dengan penguatan beberapa kendala yang ditemukan.
Pengaruh Perencanaan Strategis di Klinik Basmalah Medika terhadap Mutu Pelayanan dan Kepuasan Pasien Dermawan, Diki Tri Bagus; Kosasih, Kosasih; Utojo, Widjajanti; Asnar, Etty Sofia Mariati; Yuliaty, Farida
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1322

Abstract

The Inpatient Clinic (KRI) Basmalah Medika is an Islamic-themed clinic with the advantage of full accreditation, BPJS collaboration, and medical staff meeting Ministry of Health standards. Before implementing strategic planning, the clinic faced issues such as non-standard hazardous waste (B3) management, suboptimal drug stock management, and poorly organized human resources. Through service quality-based strategies aligned with Ministry of Health standards, the clinic successfully improved service quality and patient satisfaction. This study employed a descriptive qualitative method. Strategic planning plays a crucial role in defining the organization’s direction and ensuring that management operates in alignment with its goals. Prior to its implementation, the clinic's management lacked clear direction. The effective implementation of strategic planning has been proven to enhance service quality, encompassing five dimensions: tangible, empathy, reliability, responsiveness, and assurance. The improvement in service quality is evident from the retention of existing patients, an increase in new patients, higher capitation, and minimal patient complaints. Strategic planning at KRI Basmalah Medika has successfully managed resources effectively and achieved quality standards. The quality validation conducted by experts indicates excellent standards. High quality leads to increased patient satisfaction and strengthens the clinic's reputation within the community.
Pengaruh Medication Therapy Management (MTM) dalam Meningkatkan Pengetahuan yang Berimplikasi terhadap Kepatuhan Terapi Pasien Hipertensi di UPTD Puskesmas Sukamulya Kabupaten Majalengka Permana, Agung; Yuliati, Farida; Asnar, Etty Sofia Mariati; Paramarta, Vip; Nugroho, Taufan
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1380

Abstract

This study aims to analyze the influence of Medication Therapy Management (MTM) and knowledge levels on the therapeutic adherence of hypertensive patients at the UPTD Sukamulya Public Health Center. The research subjects consisted of 261 hypertensive patients who were selected as the sample. Data were analyzed using path analysis, correlation coefficient analysis, and coefficient of determination analysis. The results showed that, descriptively, Medication Therapy Management (MTM) was categorized as excellent, patients’ knowledge about hypertension was considered good, and their adherence to therapy was fairly good. However, some aspects remained low, especially regarding understanding of diastolic or systolic blood pressure and difficulties with medication use. The analysis results indicated that Medication Therapy Review (MTR) and Personal Medication Record (PMR) had a significant impact on the patients' knowledge about hypertension. On the other hand, Medication-related Action Plan (MAP), Intervention and/or Referral (I/R), and Documentation and Follow-up (Doc/F Up) did not significantly affect the patients' knowledge. Additionally, patients' knowledge about hypertension was found to significantly affect their therapeutic adherence. Overall, Medication Therapy Management (MTM) contributed significantly to improving therapeutic adherence among hypertensive patients by enhancing their knowledge about hypertension. The results emphasize that Medication Therapy Management (MTM) improves therapeutic adherence in hypertensive patients by enhancing their knowledge. Key components like Medication Therapy Review (MTR) and Personal Medication Record (PMR) should be prioritized, while other MTM aspects need refinement. Overall, improving patient education can boost adherence and reduce hypertension complications.
Pengaruh Quality of Work Life, Beban Kerja dan Stres Kerja terhadap Person Organization Fit serta Implikasinya pada Kinerja Pegawai di UPT Puskesmas Sepaku III Kabupaten Penajam Paser Utara Tahun 2024 Setyaji, Setyaji; Sidqi, Abdul Gani; Nugroho, Taufan; Asnar, Etty Sofia Mariati; Paramarta, Vip
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1386

Abstract

The numerous programs implemented by Puskesmas, both activities inside and outside the building, which include promotive, preventive, curative, and rehabilitative aspects, require alignment between individuals and the organization to enhance performance and improve the quality of Puskesmas services. This study aims to analyze the effect of quality of work life, workload, and work stress on person-organization fit and its implications for employee performance at UPT Puskesmas Sepaku III, Penajam Paser Utara Regency. The subjects of this research include all employees at Puskesmas Sepaku III, Penajam Paser Utara Regency, with a sample size of 50 individuals. Data analysis was performed using Partial Least Square (PLS) analysis techniques. The results show that employees at Puskesmas Sepaku III have a good quality of work life, a moderate workload, moderate work stress, a high person-organization fit, and high performance. Quality of work life and workload significantly affect person-organization fit, while work stress does not have an effect on person-organization fit. Overall, quality of work life, workload, and work stress significantly influence employee performance, both directly and through the mediation of person-organization fit. A good quality of work life, low workload, and low work stress, supported by a good person-organization fit, will enhance employee performance at UPT Puskesmas Sepaku III, Penajam Paser Utara Regency.
Dampak Citra dan Kualitas Layanan Rumah Sakit terhadap Kepuasan Pasien serta Implikasinya terhadap Loyalitas Pasien di Rumah Sakit Mata Lampung Eye Center Lestari P.R, Rachmi; Kosasih , Kosasih; Rulia, Rulia; Yuliaty, Farida; Asnar, Etty Sofia Mariati
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 2 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i2.1393

Abstract

This study aims to evaluate the impact of hospital image and service quality on patient satisfaction and its effect on patient loyalty at Lampung Eye Center Hospital. The approach used in this study is a quantitative method with survey techniques. Data was collected through questionnaires distributed to the hospital's patients. The results reveal that both hospital image and service quality have a positive and significant effect on patient satisfaction, both individually and simultaneously. Furthermore, it was found that patient satisfaction significantly affects patient loyalty. Meanwhile, the direct effect of hospital image on patient loyalty was not significant, whereas service quality has a positive and significant direct effect on patient loyalty. Overall, hospital image, service quality, and patient satisfaction contribute positively to patient loyalty. Therefore, this study recommends that the hospital continues to strengthen its positive image, improve service quality, and prioritize patient satisfaction to ensure sustained loyalty.
The Implementation of Lean Healthcare As an Effort to Improve The Quality and Patient Satisfaction in Outpatient Services: A Case Study At Bontang Islamic Hospital Pranoto, Ary Sigit; Kadarisman, Sumeidi; Asnar, Etty Sofia Mariati
Jurnal Sehat Indonesia (JUSINDO) Vol. 7 No. 2 (2025): Jurnal Sehat Indonesia (JUSINDO)
Publisher : CV. Publikasi Indonesia

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

Abstract

This study aims to identify the influence of Lean Healthcare, including service quality, cost, and delivery speed, on patient satisfaction in Rumah Sakit Islam Bontang outpatient services. The sample comprises 376 selected from 6,200 patients using the Simple Random Sampling method. This research employs a quantitative approach with descriptive and verification methods. Data were collected through questionnaires filled out by respondents, and the analysis was conducted using multiple linear regression with the assistance of SPSS software. The results indicate that service quality, cost, and delivery speed significantly affect patient satisfaction both partially and simultaneously. In conclusion, implementing Lean Healthcare has improved patient satisfaction in Rumah Sakit Islam Bontang outpatient services.
Co-Authors Anathasia, Sophiana Enjellin Andrian, Hendri Ayu Laili Rahmiyati Dermawan, Diki Tri Bagus Ellya Dewi Farida Yuliati, Farida Farida Yuliaty Habibi, Novel Hendajany, Nenny Hidayat, Mochammad Reza Kadarisman, Sumeidi Kalangi, Beauty Saskia Kosasih , Kosasih KOSASIH KOSASIH, KOSASIH Krestopri, Bendra Kusumastuti, Dyah Laina, Sahila Nida Lestari P.R, Rachmi Mia Milanti Dewi mulyani, sri rochani Nugroho, Taufan Paramata, Vip Permana, Agung Poluan, Olivia Melissa Pranoto, Ary Sigit Ripka Margaretha Ponggele Rulia, Rulia Saepudin, Didin Sahana, Syahpikal Sartika, Nova Setia Setyaji, Setyaji Sidqi, Abdul Gani Sugiyarti Sugiyarti, Sugiyarti Suharsono, Teguh Nurhadi Syahidin, Rukhiyat Utari, Ida Ayu Laksmi Arnita Utojo, Widjajanti Utoyo, Widjajanti Vip Paramarta