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All Journal Jurnal Peduli Masyarakat Indonesian Journal of Global Health research Jurnal Kesehatan Tambusai Journal of Language and Health
Wiguna, Paramita Kurnia
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Pentingnya Ketepatan Penanganan Komplain dalam Mempertahankan Kepuasan Pelanggan Imlabla, Floria Veramaya; Payapo, Nabila; Liklikwatil, Nelma; Wiguna, Paramita Kurnia
Journal of Language and Health Vol 5 No 3 (2024): Journal of Language and Health
Publisher : CV. Global Health Science Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/jlh.v5i3.5227

Abstract

Peningkatan jumlah keluhan pasien di dunia juga meningkat pada kategori pengobatan klinis, perilaku pemberi pelayanan dan komunikasi. Komplain menunjukkan adanya ketidakpuasan terhadap pelayanan rumah sakit yang diberikan. Penanganan komplain yang baik sebagai salah satu strategi dalam meningkatkan pelayanan dan mempertahankan hubungan jangka panjang dengan para pelanggan. Tujuan penelitian ini yaitu menganalisa ketepatan penanganan komplain dalam mempertahankan kepuasan pelanggan. Metode penelitian yang digunakan dalam penelitian ini yaitu deskriptif kualitatif. Partisipan dalam penelitian ini terdiri dari 6 informan yaitu HRD, bagian Rawat Inap, bagian pengaduan,perawat, Rawat jalan dan humas marketing. Teknik pengambilan sampling data menggunakan metode wawancara, dokumentasi dan observasi. Data dianalisa dengan analisa tematik. Hasil dalam penelitian didapatkan adanya keluhan pasien yang menunjukkan adanya bukti ketidakpuasan pasien sebagai pelanggan. Didapatkan adanya 5 aspek penting yang perlu diperhatikan dalam pengangan pengaduan dimana aspek tersebut saling berhubungan, antara lain a) Prosedur Pengaduan b) Cara Menangani Pengaduan c) Keterlibatan Karyawan, d) Pelatihan Pengaduan e) Lama Pengaduan. Sebagai upaya meningkatkan citra rumah sakit dan meningkatkan kepuasan pelanggan maka penting untuk menerapkan ketepatan penanganan komplain dalam mempertahankan kepuasan pelanggan dengan memperhatikan ke 5 aspek hasil penelitian.
Penguatan Sumber Daya Manusia melalui Sosialisasi Pelayanan Prima dalam Mempertahankan Kepuasan Layanan di Rumah Sakit Liklikwatil, Nelma; Imlabla, Floria Veramaya; Latuconsina, Nur Aisah; Nurlina, Wa Ode; Wiguna, Paramita Kurnia; Payapo, Nabila
Jurnal Peduli Masyarakat Vol 7 No 4 (2025): Jurnal Peduli Masyarakat: Juli 2025
Publisher : Global Health Science Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/jpm.v7i4.7093

Abstract

Rumah Sakit Tingkat II Prof. Dr. J. A. Latumeten merupakan salah satu rumah sakit yang memberikan layanan kesehatan bagi prajurit TNI-AD, pegawai negeri sipil, dan keluarganya, di bawah tanggung jawab Badan Pelaksana Kesdam XVI/Pattimura. Bekerja sama dengan BPJS, rumah sakit ini bertransformasi menjadi fasilitas kesehatan yang peduli terhadap pasien dan keluarganya, dengan visi memberikan layanan prima sehingga tercipta suasana rumah sakit seperti rumah kedua. Untuk mempertahankan dan meningkatkan kepuasan pasien, diperlukan peningkatan kapasitas sumber daya manusia agar tenaga kesehatan dapat memberikan layanan cepat, akurat, sopan, dan profesional. Tujuan Kegiatan pengabdian masyarakat ini memperdalam pemahaman peserta mengenai prinsip layanan prima serta membangun budaya kerja yang berorientasi pada kualitas pelayanan dan kepuasan pasien jangka panjang. Kegiatan dilakukan melalui sosialisasi interaktif yang mencakup penyampaian materi, diskusi kelompok, serta evaluasi partisipasi dengan tes pra dan pasca pada 35 peserta, termasuk tenaga kesehatan dan non-kesehatan. Hasil kegiatan menunjukkan adanya peningkatan pemahaman peserta mengenai prinsip dan konsep layanan prima, serta tumbuhnya tekad untuk menerapkan prinsip tersebut dalam praktik pelayanan rumah sakit. Kegiatan ini menjadi langkah awal dalam membangun budaya layanan yang berfokus pada kepuasan pasien.
The Influence of Service Quality on Patient Satisfaction in the Outpatient Installation Wiguna, Paramita Kurnia; Hairat, Ummul; Latuconsina, Nur Aisah; Liklikwatil, ⁠Nelma; Losoiyo, Sylvianovelista R
Indonesian Journal of Global Health Research Vol 6 No 4 (2024): Indonesian Journal of Global Health Research
Publisher : GLOBAL HEALTH SCIENCE GROUP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/ijghr.v6i4.2996

Abstract

Hospitals provide services that are expected to satisfy and meet customer needs. Good service quality will maintain good relationships and create maximum satisfaction value. This study aims to determine the effect of service quality on patient satisfaction at the Rumkit Tk.II Dr. Outpatient Installation. J. A. Latumeten Ambon. The quantitative method uses a cross sectional design. The population of this study is all general patients who receive services. The sampling technique was carried out using stratified random sampling, proportional random sampling and using the formula from Lameshow to obtain 121 respondents. Data collection uses a questionnaire. The results in the research were that the majority of respondents were aged 25-35 years, female) and had at least a high school education. The majority of respondents visited internal medicine clinics where the distance between the respondent's house and the hospital was <5 km, the majority of whom had visited more than once. The results of the cross sectional test, the majority of respondents stated that the hospital was considered to have good service quality with a satisfaction level of 60 respondents (49.59%). The results of the analysis test obtained a p value = 0.000. So it was concluded that there was a statistically significant influence between the service quality variable and patient satisfaction at Rumkit Kindergarten. II Dr. J. A. Latumeten Ambon.
Implementation of Health Education with Demonstration Methods through Short Education Movie (SEM) Media to Increase the Knowledge and Attitudes in Overcoming the Impact of Online Game Addiction Liklikwatil, Nelma; Imlabla, Floria Veramaya; Wiguna, Paramita Kurnia; Hairat, Ummul; Latuconsina, Nur Aisah
Indonesian Journal of Global Health Research Vol 6 No S4 (2024): Indonesian Journal of Global Health Research
Publisher : GLOBAL HEALTH SCIENCE GROUP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/ijghr.v6iS4.4098

Abstract

Online game addiction has become a significant health problem. The use of short film media as a health education tool to overcome game addiction with interesting and relevant content can attract the attention of young audiences who are more interested in visual and interactive media. Seeing the existing problems, this research is aimed at analyzing the influence of Health Education using demonstration methods through short educational films in overcoming the impact of online game addiction. This research is a quantitative research with a quasi-experimental pretest-protest design. This research will be carried out at Ambon vocational high schools. The selection of this research location was based on the consideration of having a basic understanding of health topics so that it could provide more valid and useful data. The population in this study was students. Sampling using random sampling technique obtained 40 students. Data was collected using knowledge questionnaires and attitude questionnaires to measure before and after the intervention. The statistical test used is the Wilcoxon signed Rank test. Results: The research results showed that there was a significant influence of knowledge and attitudes through short film media in overcoming online game addiction. The results of the Wilcoxon signed Rank test analysis show the same value for both variables, namely a p-Value of 0.000. There is a significant influence in applying the short film method in increasing knowledge and attitudes in overcoming online game addiction.
Analysis of the Influence of Digital Marketing on the Use of Online Social Media As A Strategy to Improve Service Quality Wiguna, Paramita Kurnia; Losoiyo, Sylvianovelista R
Indonesian Journal of Global Health Research Vol 6 No S5 (2024): Indonesian Journal of Global Health Research
Publisher : GLOBAL HEALTH SCIENCE GROUP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/ijghr.v6iS5.4637

Abstract

Digital marketing simplifies the marketing process for hospital businesses. Digital marketing provides opportunities as well as challenges for marketing management in increasing public interest in hospital products and in improving the quality of services in hospitals. With the development of the digital world, it is hoped that it can be used by hospital management as a form of marketing strategy and also to improve the quality of service. Currently, many hospitals use mobile applications to help patients find out doctor's service schedules, schedule visits, and view data on their treatment history. Objectives : The aim of this research is to analyze the influence of digital marketing as a strategy to improve service quality at referral hospitals in Maluku province. Method : The method in this research uses quantitative research using analytical observational studies with a cross sectional study design. Based on the data obtained, the data was tabulated and analyzed based on the research objectives using SPSS to describe the frequency distribution of each respondent's characteristics, variables and research dimensions, using univariate tests and bivariate tests (chi square).Results : The results of the analysis of the significant relationship regarding digital marketing with the use of online social media, obtained a significance value of 0.000 so that in this case the research hypothesis is accepted. Conclusion : So it can be concluded that there is an influence of digital marketing on the strategy to improve service quality at the Maluku Province Referral Hospital. Digital Marketing is the use of digital technology to strengthen the brand image of health facilities while making it easier for customers to find hospital locations and determine the choice or type of hospital service they want.
Psychoeducation Based on Short Education Movie as An Educational Media to Improve Knowledge about Online Game Addiction in Students Liklikwatil, Nelma; Imlabla, Floria Veramaya; Wiguna, Paramita Kurnia; Hariat, Ummul; Latuconsina, Nur Aisah; Agustiningsih, Agustiningsih; Wijaya, Norra Hendarni; Rahayu, Bety Agustina
Indonesian Journal of Global Health Research Vol 7 No 1 (2025): Indonesian Journal of Global Health Research
Publisher : GLOBAL HEALTH SCIENCE GROUP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/ijghr.v7i1.5735

Abstract

Game addiction can result in a significant decrease in an individual's ability to perform routine activities. Lack of education about game addiction can cause behavioral disorders and other health problems. Seeing the existing problems, the purpose of this study is to conduct a psychoeducational analysis study based on short education movies as an educational medium to increase knowledge about online game addiction in students. This study is a quantitative study with a quasi-experimental pretest-protest design. This study will be conducted at Ambon vocational high schools. Sampling using random sampling techniques obtained 40 students. The statistical test used is the Wilcoxon signed Rank test. The results showed that the majority of respondents were 15 years old (57.5%) with the largest gender being female (62.5%). The majority of respondents had insufficient knowledge before being given psychoeducation based on short education movies as an educational medium to increase knowledge about online game addiction in students in Ambon city as many as 27 respondents (67.5%). The results of student knowledge after psychoeducation based on short education movies as an educational medium to increase knowledge about online game addiction in students in Ambon city are mostly in the good category, namely 30 respondents (75%). The results of the Analysis test obtained a p-Value of 0.001. The conclusion in this study is that there is a significant influence between psychoeducation based on short education movies as an educational medium to increase knowledge about online game addiction in students (p-value 0.001).
PENGARUH TRUST TERHADAP KEPUASAN PASIEN RSUD HAJI PROVINSI SULAWESI SELATAN Niartiningsih, Andi; Munsir, Noviani; Malik, Nurintan; Wiguna, Paramita Kurnia
Jurnal Kesehatan Tambusai Vol. 5 No. 2 (2024): JUNI 2024
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jkt.v5i2.27253

Abstract

Kepuasan pelanggan merupakan keseluruhan perasaan atau sikap yang dimiliki seseorang atas produk yang telah dibeli. Kepuasan adalah peran utama sehingga pelanggan menjadi setia dan akan berdampak pada profitabilitas. Kunjungan pasien rawat jalan mengalami penurunan selama empat tahun terakhir sehingga dapat mempengaruhi pendapatan rumah sakit dan berdampak pada penurunan seiring dengan jumlah pasien yang berkunjung ke rumah sakit. Untuk pelayanan rumah sakit, pasien tidak boleh dibedakan antara PBI dan non-PBI. Beberapa keluhan pasien BPJS yang paling umum adalah terkait kecepatan dan keramahan petugas kesehatan dalam merawat pasien. Tujuan penelitian ini adalah untuk mengetahui analisis pengaruh trust terhadap kepuasan pasien RSUD Haji Provinsi Sulawesi Selatan. Jenis penelitian ini adalah penelitian kuantitatif yang menggunakan studi observasional analitik dengan rancangan cross sectional study. Sampel dalam penelitian ini ditentukan stratified random sampling yaitu 160 pasien. Analisis  data menggunakan uji chi square.  Rata-rata responden berada pada tingkat umur 36-45 tahun (41.3%), jenis kelamin perempuan (67.5%), pekerjaan wiraswasta (49.8%), pendidikan terakhir S1 (32.5%), jarak <5km  (77.5%), jumlah pelayanan tak terhingga (75%). Uji chi square menunjukkan bahwa ada pengaruh trust dengan kepuasan pasien dengan nilai (P=0.000), Hal tersebut berarti  apabila pasien mengharapkan pelayanan tertentu, dan sesuai dengan harapan yang diterimanya maka pasien akan puas. Disarankan untuk manajemen rumah sakit harus mempertahankan dan melakukan monitoring evaluasi dengan memberikan keyakinan akan kehandalan rumah sakit, cepat tanggap dalam memberikan pelayanan terhadap pasien dan memahami keingan pasien sehingga menimbulkan kepercayaan konsumen untuk sembuh jika berobat ke rumah sakit, kualitas peralatan yang dimiliki rumah sakit, melakukan sesuai janji yang diberikan.
Co-Authors Agustiningsih Agustiningsih Andi Niartiningsih Hairat, Ummul Hariat, Ummul Imlabla, Floria Veramaya Latuconsina, Nur Aisah Liklikwatil, ⁠Nelma Losoiyo, Sylvianovelista R Malik, Nurintan Munsir, Noviani Nelma Liklikwatil, Nelma Nurlina, Wa Ode Payapo, Nabila Rahayu, Bety Agustina Wijaya, Norra Hendarni