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All Journal Jurnal Mahasiswa Manajemen dan Akuntansi Jurnal Riset Manajemen dan Ekonomi
Purnomo Wirawan
Unknown Affiliation
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Strategi Peningkatan Kualitas Pelayanan Kesehatan Melalui Implementasi Sistem Manajemen Mutu ISO 9001:2015 Kartono Kartono; Purnomo Wirawan
JURNAL RISET MANAJEMEN DAN EKONOMI (JRIME) Vol. 3 No. 1 (2025): JURNAL RISET MANAJEMEN DAN EKONOMI
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jrime-itb.v3i1.2606

Abstract

The aim of this research is to identify strategies that can be implemented to improve the quality of health services through QMS ISO 9001:2015 and their impact on patient satisfaction and operational efficiency. This research uses a qualitative approach with a case study method in several hospitals that have implemented ISO 9001:2015. Data was collected through interviews with management, staff and patients, as well as analysis of documents related to the implementation of SMM. The results of this research show the implementation of Quality Management Principles: Hospitals that implement ISO 9001:2015 principles, such as customer focus and a risk-based approach, experience an increase in patient satisfaction and a reduction in complaints. Staff Involvement Staff involvement in the quality management process through training and feedback sessions has been proven to increase their motivation and commitment to quality standards. Performance Measurement: The use of clear performance indicators allows hospitals to identify strengths and weaknesses in their services, thereby facilitating continuous improvement. Patient Feedback : Hospitals that routinely collect and analyze patient feedback can identify areas for improvement, which has a positive impact on the overall patient experience.  Continuous Improvement: By implementing the PDCA (Plan-Do-Check-Act) cycle, hospitals can ensure that their processes and procedures are always updated and relevant.
Mutu Pelayanan sebagai Mediasi Pengaruh Karakteristik Pasien dan Standar Pelayanan Minimum terhadap Kepuasan Pasien di Puskesmas Bluto Purnomo Wirawan; Rusdiyanto Rusdiyanto; Chamariyah Chamariyah
Jurnal Mahasiswa Manajemen dan Akuntansi Vol. 4 No. 1 (2025): April-September: JUMMA'45: Jurnal Mahasiswa Manajemen dan Akuntansi
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/jumma45.v4i1.4787

Abstract

This study explores the influence of patient characteristics and the implementation of Minimum Service Standards (SPM) on patient satisfaction, with the quality of health services as a mediating variable, at the Bluto Health Center, Sumenep Regency. Using an explanatory quantitative approach, data from 44 respondents were analyzed using Structural Equation Modeling Partial Least Squares (SEM-PLS). The results showed that patient characteristics and SPM had a significant positive effect on the quality of health services, with path coefficients of 0.471 (p = 0.010) and 0.398 (p = 0.017), respectively. However, patient characteristics and SPM did not have a significant direct effect on patient satisfaction, with path coefficients of 0.106 (p = 0.517) and 0.018 (p = 0.907), respectively. In contrast, the quality of health services had a significant positive effect on patient satisfaction (path coefficient 0.757; p = 0.000). Indirectly, patient characteristics (path coefficient 0.356; p = 0.031) and SPM (path coefficient 0.301; p = 0.025) have a significant positive effect on patient satisfaction through the quality of health services. These results emphasize the importance of the quality of health services as a significant mediating factor. Improving the quality of services is the key to optimizing patient satisfaction through the implementation of SPM and adjustments to patient characteristics.
Co-Authors Chamariyah Chamariyah Kartono Kartono Rusdiyanto Rusdiyanto