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All Journal Jurnal Impresi Indonesia Journal Research of Social Science, Economics, and Management
Teofilus , Teofilus
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Fenomena Career Plateau Tenaga Pemasar Bank BUMN Dengan Moderasi Kepemimpinan Pemberdayaan (Empowering Leadership). (Studi Kasus PT. Bank Rakyat Indonesia (Persero), Tbk Regional Office Surabaya) Gultom, Poltak Dedy Warta Kesuma; Teofilus , Teofilus
Jurnal Impresi Indonesia Vol. 4 No. 6 (2025): Jurnal Impresi Indonesia
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jii.v4i6.6532

Abstract

The workforce in a company has a career cycle that must be managed well, especially in the position of marketing staff. Marketing staff are involved in the internal dimensions of the organization as well as unique external elements every day. The function of marketing staff in a production or service company is very vital, considering that the success of a company selling products or services is highly dependent on the success of the marketing sector so that every phase that affects the productivity of marketers must be an important concern for the organization. Career Plateau is a phase in a professional career where the possibility of job promotion is getting smaller and the type and quality of work become monotonous. A situation where marketers feel trapped with no way to advance or move up in the company even though each individual has tried to improve their performance and develop their skills experiences structural career stagnation which can result in discomfort, discomfort can cause cynicism and cynicism can trigger inertia. In this study, Empowering leadership has a significant moderation of the relationship between discomfort and cynicism so that employees are more motivated to work, feel appreciated and participate in achieving organizational goals, however, Empowering leadership does not have a significant role in moderating the relationship between cynicism and inertia. Inertia cannot be reduced by empowerment patterns. Radical changes are needed to the corporate culture through cultural transformation, policy overhaul and renewal of the human capital system.
ANOVA-Based Analysis of the Effect of Healthqual Dimensions on Customer Satisfaction in Healthcare Facility XYZ’s Market Segments Pundhiningtyas, Haninda; Utami, Whidya; Teofilus , Teofilus
Journal Research of Social Science, Economics, and Management Vol. 5 No. 3 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i3.1150

Abstract

In the face of growing competition from modern healthcare facilities offering advanced diagnostic technologies, efficient processes, and competitive pricing, Healthcare Facilty XYZ Surabaya must maintain and enhance service quality to meet customer expectations. Customer satisfaction remains a crucial factor for long-term success by ensuring loyalty and positive recommendations. This study aims to analyze the influence of the five HEALTHQUAL dimensions (Tangibility, Efficiency, Safety, Empathy, and Improvement of Service) on customer satisfaction in Healthcare Facility XYZ. The underlying phenomenon lies in the variation in patient perceptions, where some indicators—such as cleanliness, timeliness of results, and a sense of safety—are perceived as basic standards, while factors like staff competence, simple procedures, friendliness, waiting room comfort, and digital access to results serve as more decisive indicators of satisfaction. A quantitative approach was employed, involving validity and reliability testing, as well as analysis of variance (ANOVA) to identify dominant indicators and differences across customer segments. The findings reveal that waiting room comfort, uncomplicated procedures, medical staff competence, friendliness, and electronic access to results significantly affect customer satisfaction, while parking availability, timeliness of results, perceived safety, attention to comfort, and feedback requests are not significant. ANOVA results further highlight Safety and Improvement of Service as the main dimensions contributing to satisfaction, although their effects vary across segments. These results suggest a need for adaptive health service strategies that prioritize patient safety and service innovation to achieve optimal satisfaction.
Co-Authors Ardiansyah, Darmawan Endi Sarwoko Gultom, Poltak Dedy Warta Kesuma Ngadimun, Tony Pundhiningtyas, Haninda Utami, Whidya