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All Journal Jurnal Bisnis, Manajemen, dan Ekonomi Jurnal Ilmiah Kesehatan Masyarakat Research of Service Administration Health and Sains Healthys Journal of Innovation Research and Knowledge International Journal of Medicine and Health Cerdika: Jurnal Ilmiah Indonesia JURNAL PENGABDIAN KEPADA MASYARAKAT (ADI DHARMA) VISA: Journal of Vision and Ideas Brilliant International Journal of Management and Tourism
Achmad Dheni Suwardhani
Program Pascasarjana Magister Manajemen Universitas Adhirajasa Reswara Sanjaya, Bandung
Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Energy Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary

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Pengaruh Persepsi Pasien tentang Pengembangan Diri, Etika, dan Penampilan Fisik Tenaga Kesehatan terhadap Minat Kunjung Ulang yang di Mediasi Brand Image Klinik Penelitian Kuantitatif di Klinik Mitra Tamzil Kabupaten Sukabumi Larasati Larasati; Endang Komara; Achmad Dheni Suwardhani
VISA: Journal of Vision and Ideas Vol. 6 No. 1 (2026): Journal of Vision and Ideas (VISA)
Publisher : IAI Nasional Laa Roiba Bogor

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Abstract

This study aims to analyze the influence of self-development, ethics, and physical appearance of health workers on patient's intention to return to the Mitra Tamzil Clinic, with brand image as a mediating variable. The study used a quantitative method with a cross-sectional analytical observational design, involving 63 outpatients selected by random sampling. Data were collected through questionnaires, observations, documentation, and in-depth interviews, then analyzed using regression tests to examine the direct and indirect effects between variables. The results showed that self-development of health workers significantly influenced patient's intention to return both directly and through brand image. The indirect effect through brand image was greater than the direct effect (0.030 < 0.066), while the regression coefficient of self-development was 0.272 with a t-count of 2.245 > t-table of 2.030, and a contribution of 68.89%. Healthcare worker ethics also significantly influenced repeat visit intention, with the indirect effect through brand image being greater than the direct effect (0.101 < 0.224), with a regression coefficient of 0.139, a calculated t-value of 2.258, and a contribution of 29.05%. Healthcare workers' physical appearance significantly influenced both directly and indirectly through brand image (0.124 < 0.278), with a regression coefficient of 0.106, a calculated t-value of 2.740, and a contribution of 63.20%. Brand image directly significantly influenced repeat visit intention, with a regression coefficient of 0.272, a calculated t-value of 2.660, and a contribution of 61.93%. Overall, this study confirms that healthcare workers' self-development, ethics, and physical appearance significantly increase patient repeat visit intention, both through direct effects and through brand image as a mediating variable. These findings demonstrate the importance of improving human resource quality and clinic image in building patient loyalty and maintaining expectations of quality healthcare services.
PENGARUH HUMAN, ORGANIZATION DAN TECHNOLOGY TERHADAP NETBENEFIT SISTEM INFORMASI MANAJEMEN LOGISTIK VAKSIN SIMDIO DAN SMILE DI KABUPATEN DEMAK Siti Chanifah; Nining Handayani; Achmad Dheni Suwardhani
Journal of Innovation Research and Knowledge Vol. 5 No. 8 (2026): Januari 2026
Publisher : Bajang Institute

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Abstract

The digital transformation of the vaccine logistics management information system is expected to improve the effectiveness and efficiency of immunization services. The Demak District Health Office uses two systems, SIMDIO and SMILE, which still face obstacles in their implementation. This study aims to analyze the influence of human, organization, and technology on the net benefit of both systems using the HOT-Fit approach. A quantitative study with an analytical survey design and cross-sectional approach was conducted in October–November 2025. There were 32 respondents from 26 community health centers and the Health Office, for a total sample of 27 units. Data analysis used descriptive statistics and multiple linear regression with SPSS. Partial tests showed that in SIMDIO, the human variable (sig. 0.938) and organization variable (sig. 0.964) and technology variable (sig. 0.002). In SMILE, the human variable (sig. 0.132) and organization variable (0.964) and technology variable (sig. <0.001). Simultaneous tests (F-tests) showed that the three independent variables simultaneously had a significant effect on the benefits of SIMDIO and SMILE (sig. <0.001). The results of the study showed that 1. The human and organizational aspects did not show a significant contribution, 2. The technology aspect was the dominant factor influencing the benefits of the system.
Analisis Efektifitas Produk Jasa Dalam Mengoptimalkan Infrastruktur Teknologi Informasi Di RSUD Kota Tarakan Asriansyah Asriansyah; Rian Andriani; Achmad Dheni Suwardhani
Cerdika: Jurnal Ilmiah Indonesia Vol. 5 No. 10 (2025): Cerdika: Jurnal Ilmiah Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/cerdika.v5i10.2763

Abstract

Upaya peningkatan kualitas pelayanan rumah sakit secara intensif dan berkesinambungan dan didukung oleh kelengkapan sarana dan prasarana yang memadai atau hal ini dapat disebut sebagai salah satu bagian dari infrastruktur. Dapat diketahui Rumah Sakit Umum Daerah (RSUD) Kota Tarakan saat ini berdasarkan observasi langsung di lapangan didapatkan bahwa rumah sakit tersebut tidak terstruktur dengan baik, hal tersebut terlihat dari berbagai permasalahan yang terdapat pada area bisnis, organisasi maupun pengelolaan rumah sakit. Penelitian ini akan menguraikan hasil analisis produk intangibility, inseparability, variability dan perishability intangibles dalam mengoptimalkan infrastruktur teknologi informasi di RSUD kota Tarakan. Adapun metode dalam penelitian ini yaitu penelitian ini merupakan jenis penelitian kualitatif dengan pendekatan case study. Penelitian ini menggunakan data sekunder yang bersumber dari dokumentasi di objek penelitian terkait kemudian dianalisis secara deskriptif. Adapun tempat penelitian ini dilakukan yakni di RSUD Kota Tarakan yang beralamat di Jl. Aki Babu, Karang Harapan, Kec. Tarakan Bar., Kota Tarakan, Kalimantan Utara. Penelitian ini akan dilaksanakan selama 3 Bulan yaitu Bulan Maret sampai Mei 2025. Hasil penelitian menunjukan produk Intangibility dalam konteks layanan teknologi informasi (IT) dimana hasil penelitian pada sistem informasi pelayanan pada rumah sakit pada instalasi rawat jalan Rumah Sakit Umum Daerah Kota Tarakan dapat dikatakan efektif. Produk inseparability dapat dikatakan baik. Produk variability dalam layanan kesehatan adalah tantangan utama yang memengaruhi kepuasan pasien dan reputasi rumah sakit. Produk perishability intangibles hasil analisis dapat diketahui bahwa dalam penggunaan sistem informasi di Rumah Sakit Umum Daerah Kota Tarakan. Faktor pendukung yaitu adanya minat yang tinggi masyarakat untuk menggunakan sistem layanan dan dukungan dari kualitas sumber daya manusia yang dimiliki oleh rumah sakit. Adapun yang menjadi faktor penghambat yaitu adanya fasilitas yang belum dimaksimalkan serta kuantitas atau jumlah sumber daya yang melakukan aktivitas operasional rumah sakit belum mememuhi jumlah atau kuantitas yang ditetapkan.
Analisis Implementasi SOP Medical tourism dalam Peningkatan Daya Saing RS BIMC Siloam Nusa Bali Cokorda Gede Bagus Pradnyana Sanjaya; Rian Andriani; Achmad Dheni Suwardhani
SEHATMAS: Jurnal Ilmiah Kesehatan Masyarakat Vol. 4 No. 3 (2025): Juli 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/sehatmas.v4i3.5518

Abstract

Medical tourism is the activity of patients traveling across countries to obtain better or more affordable medical services. Since 2012, Bali International Medical Center (BIMC) Siloam Nusa Dua Hospital has focused on cosmetic surgery and dental tourism services through the CosMedic Center. After the Covid-19 pandemic, patient visits decreased by 70%, while other medical tourism centers in Bali have grown rapidly, thus requiring BIMC to increase its competitiveness. This study aims to analyze the implementation of medical tourism services in improving hospital competitiveness. This study uses a qualitative descriptive approach with an in-depth interview method with key informants. The results show that at the pre-hospital stage, 24-hour service is not optimal and patient interest in choosing a complete package (transportation, accommodation, tour) is still low. At the hospital service stage, there is no special inpatient room for medical tourists, while the post-hospital stage runs according to the SOP. Collaboration with the Travel Agency (BPW) revealed the limitations in the quality and quantity of certified medical tourism guides. In conclusion, the implementation of the SOP for medical tourism at BIMC Siloam Nusa Dua has been running according to Permenkes No. 76 of 2015, but to strengthen competitiveness, it is necessary to improve 24-hour services, strengthen promotion and branding, develop special inpatient room facilities, and improve the quality and number of medical tourism guides. These findings are expected to be the strategic basis for developing sustainable medical tourism in Bali.
The Effect of Competence, Doctor Consultation Time and Facility Availability on Patient Complaints at the Emergency Ed at Permata Hospital, Depok Dewi Rosenni Sijabat; Rian Andriani; Achmad Dheni Suwardhani
Research of Service Administration Health and Sains Healthys Vol. 6 No. 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9925

Abstract

Emergency Department (ED) services are crucial as they directly impact patient survival. A decline in ED visits at Permata Depok Hospital in 2024 and early 2025 has raised concerns, particularly related to patient complaints shared via social media. This study aims to analyse the influence of healthcare workers’ competence, doctor consultation time, and facility availability on patient complaints in the hospital’s ED. This is a quantitative study with a cross-sectional design, involving 93 respondents selected using the Slovin formula from a population of 1,180 patients. Data were collected through a Likert-scale questionnaire and analysed using chi-square tests and logistic regression. The results show that all three variables significantly affect patient complaints (p-value < 0.05), with facility availability especially basic sanitation like soap, tissue, and clean water emerging as the most dominant factor. Managerial implications include the need to prioritize supporting facilities, implement SOPs and regular sanitation audits, adopt rapid reporting systems using QR codes, and make data-driven decisions through satisfaction surveys and WASH-FIT audits. Future research is recommended to expand variables, apply mixed-methods approaches, conduct inter-hospital comparisons, and monitor intervention outcomes.
Analysis of the Effect of Marketing Mix 9p on Revisit Interest of Outpatient Patients at Metta Medika Hospital in Padangsidimpuan City Rizkitha Martono Putri; A Rohendi; Achmad Dheni Suwardhani
Research of Service Administration Health and Sains Healthys Vol. 7 No. 1 (2026): Research of Service Administration Health and Sains Healthys (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v7i1.10332

Abstract

Hospital marketing is carried out to fulfill patient needs and desires and generate profits for the hospital. A good marketing strategy requires a marketing mix method to achieve health service goals. The marketing mix is a hospital's main business closely related to patient behavior in utilizing services. The intention to revisit is influenced by patient perceptions of the marketing mix. This study aims to analyze the effect of the 9P marketing mix on the intention to revisit outpatients at Metta Medika Hospital, Padangsidimpuan City. The study uses quantitative methods with a sample of 340 outpatients selected using incidental sampling. Data collection uses questionnaires with a Likert scale. Data processing uses the Classical Assumption Test and multiple linear regression analysis with Statistical Package For The Social Science (SPSS). Partial research results show that process (p=0.029), physical evidence (p=0.000), people (p=0.007), and public relations (p=0.000) variables significantly influence revisit intentions. Meanwhile, product, price, place, promotion, and power variables do not have a significant effect. Simultaneously, all 9P marketing mix variables have a significant effect (F=28.814; p=0.000) with an R Square value of 0.440, indicating 44% of the variation in revisit intention can be explained by the 9P marketing mix variables.
Strengthening Revenue Performance in Aesthetic Clinics through Treatment Innovation and Premium Brand Positioning: A Case Study of Threeleanor Aesthetic Clinic, Indonesia Charlene Siswara; Achmad Dheni Suwardhani
Brilliant International Journal Of Management And Tourism Vol. 6 No. 3 (2026): Brilliant International Journal Of Management And Tourism
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/bijmt.v6i3.8182

Abstract

Competition among aesthetic clinics has intensified as the medical-aesthetics sector matures, pushing providers to look beyond price promotions for ways to stand out, particularly as technology, more informed patients, social-media exposure, and rising expectations around safety and outcomes reshape how people choose care. This paper examines how treatment innovation and premium brand strengthening jointly shape the revenue performance of an aesthetic clinic, drawing on Threeleanor Aesthetic Clinic in Indonesia as the case setting. A conceptual model is built around seven constructs: treatment innovation, perceived value, premium brand image, brand trust, patient satisfaction, repurchase intention, and revenue performance, in which treatment innovation is treated less as a matter of acquiring new equipment and more as a clinic's capacity to deliver aesthetic solutions that are differentiated, evidence-informed, personalized, and professionally executed, while premium brand strengthening is built from physician credibility, exclusivity, physical evidence, consistent communication, patient experience, and perceived treatment quality. A mixed-method case design is proposed, combining patient survey data with clinic-level transactional records such as average transaction value, treatment mix, and repeat-visit rate; PLS-SEM is proposed for the behavioral constructs, alongside descriptive and longitudinal analysis of financial indicators. The study argues that treatment innovation enhances perceived value and premium brand image, which subsequently strengthen trust, satisfaction, and repurchase intention, ultimately contributing to revenue performance, and that technology alone rarely produces durable financial value unless translated into value patients can actually perceive within a coherent premium-positioning strategy. The study contributes to research on healthcare service innovation and premium service branding, while offering independent aesthetic clinics a practical framework for growing revenue sustainably without leaning heavily on price discounting.
Personalized and Patient-Centered Care as a Strategic Dif-ferentiation Approach: A Systematic Literature Review Clarissa Siswara; Achmad Dheni Suwardhani
International Journal of Medicine and Health Vol. 5 No. 3 (2026): September: International Journal of Medicine and Health
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/ijmh.v5i3.6429

Abstract

Healthcare organizations increasingly compete not only through clinical capability but also through the way care is experienced, understood, and adapted to individual patients. This review examines how personalized and patient-centered care can function as a strategic differentiation approach and how it is associated with patient experience, trust, satisfaction, loyalty, revisit intention, and willingness to recommend. A structured systematic literature review was conducted using peer-reviewed studies published from 2021 to 2026. The synthesis focused on empirical and review evidence concerning individualized or customized care, patient-centered care, patient experience, relational quality, and post-service behavioral intentions in hospitals and other healthcare settings. The evidence shows a consistent pattern: personalization is most convincingly linked to loyalty indirectly rather than as a stand-alone marketing mechanism. Individualized care strengthens the feeling of being recognized as a person, while patient-centered communication, shared decision-making, responsiveness, empathy, and continuity improve experience and trust. Satisfaction and trust then operate as important proximal mechanisms associated with revisit intention, recommendation, and loyalty. Evidence from Indonesia is broadly consistent with international findings, although the strength of individual pathways varies by setting. The review proposes that healthcare differentiation should be built around a coordinated patient-value architecture rather than isolated hospitality initiatives. For managers, the strategic priority is to translate personalization into repeatable organizational routines across clinical, relational, and service touchpoints.
Pengaruh Kedisiplinan Kerja dan Hubungan Antar Karyawan terhadap Komitmen Kerja yang Dimediasi oleh Kesejahteraan Emosional Tenaga Kesehatan di Klinik Utama Tirta Medical Centre (TMC) Derawan Joda Isham Satriadi; Bayu Wahyudi; Achmad Dheni Suwardhani
Jurnal Bisnis, Manajemen, dan Ekonomi Vol. 7 No. 4 (2026): Jurnal Bisnis, Manajemen dan Ekonomi
Publisher : Training & Research Institute - Jeramba Ilmu Sukses

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47747/jbme.v7i4.3723

Abstract

Healthcare workers’ work commitment is rarely shaped by a single factor. This study examines work discipline and employee relationships as two supporting factors, with emotional well-being serving as a connecting mechanism between them and work commitment. The study was conducted at Klinik Utama Tirta Medical Centre (TMC) Derawan, a private clinic in Berau Regency that operates a 24-hour emergency department, a maternity unit, and several specialist services. A census of 69 healthcare workers was conducted using an online five-point Likert-scale questionnaire, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The results show that both work discipline and employee relationships significantly strengthen work commitment and emotional well-being, while emotional well-being also significantly strengthens work commitment. For work discipline, emotional well-being serves as the only pathway to work commitment, indicating full mediation; for employee relationships, emotional well-being provides an additional pathway, indicating partial mediation. All measurement and structural model criteria were met (SRMR = 0.070; R² = 0.854 for work commitment and 0.734 for emotional well-being; Q² = 0.498). The findings imply that clinic management should strengthen work discipline, foster positive employee relationships, and provide sustained support for healthcare workers’ emotional well-being as complementary priorities for maintaining strong work commitmen
PENGUATAN BRANDING DIGITAL UMKM KULINER MELALUI OPTIMALISASI MEDIA SOSIAL Mira Veranita; Achmad Dheni Suwardhani; Ria Yuli Angliawati; Mita Wydaswara; Sarah Nursa’diah Hidayat; Ahmad Sahidin
JURNAL PENGABDIAN KEPADA MASYARAKAT (ADI DHARMA) Vol 5 No 1 (2026): JURNAL PENGABDIAN KEPADA MASYARAKAT (ADI DHARMA)
Publisher : ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/adidharma.v5i1.292

Abstract

The rapid growth of digital technology has transformed marketing strategies for Micro, Small, and Medium Enterprises (MSMEs), particularly in the culinary sector, where visual promotion and customer engagement play an essential role. However, many culinary MSMEs still face challenges in managing social media effectively due to limited digital literacy, inconsistent branding, and inadequate content creation skills. This community service program aimed to optimize social media utilization as a digital promotion tool for Dehenz MSME, a culinary business operating in the bakery, catering, and coffee shop sectors in Bandung Regency, Indonesia. The program employed a participatory mentoring approach through several stages, including problem identification, program planning, training implementation, mentoring, monitoring, and evaluation. Activities focused on digital marketing education, visual branding development, content creation training, Instagram feature optimization, and content planning assistance. The results demonstrated significant improvements in the partner’s understanding of digital marketing strategies, the quality and consistency of promotional content, the utilization of Instagram features such as reels and stories, and customer engagement on social media platforms. In addition, the program successfully strengthened the digital branding identity of the business and enhanced the partner’s ability to manage social media independently and systematically. The study concludes that practice-based social media mentoring is effective in improving the digital marketing capacity and competitiveness of local culinary MSMEs in the digital economy era.
Co-Authors A Rohendi Ahmad Sahidin Arlette Suzy Puspa Pertiwi Asriansyah Asriansyah Aulia Dewi Kusumawati Bayu Wahyudi Charlene Siswara Clarissa Siswara Cokorda Gede Bagus Pradnyana Sanjaya Dewi Rosenni Sijabat Endang Komara Joda Isham Satriadi Larasati Larasati Mita Wydaswara Nining Handayani Noviera Larasati Ria Yuli Angliawati Rian Andriani Rizkitha Martono Putri Sarah Nursa’diah Hidayat Siti Chanifah Veranita, Mira