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All Journal Jurnal Ners AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Journal of Community Health Provision
Paramata, Vip
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Health Professions Medicine & Pharmacology Nursing Public Health Veterinary

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The Influence of Service Quality and Patient Satisfaction on Inpatient Loyalty in the Hospital Service Industry Puspita, Mia; Paramata, Vip
Journal of Community Health Provision Vol. 4 No. 2 (2024): Journal of Community Health Provision
Publisher : PSPP JOURNALS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jchp.v4i2.406

Abstract

Hospitals as a level of follow-up service after the health center must certainly have better services. Hospitals are a means to produce health degrees for community members. This study aims to analyze the influence of service quality and patient satisfaction on inpatient loyalty in the Hospital Service Industry. From the results of this literature review, the results of the journal above show that the quality of service in the form of tangible, reliability, responsiveness, assurance, and emphaty dimensions has a significant effect on patient satisfaction and loyalty. Service quality has a positive effect on patient satisfaction in providing health services. So that the higher the quality of service provided, the higher customer satisfaction will be. The latent variable of satisfaction has a positive relationship with loyalty, meaning that the higher the level of patient satisfaction, the greater the level of loyalty. According to researchers, in the future, hospitals must always provide good quality of service to all patients and always prioritize patient satisfaction so that patients will always visit or be loyal to the hospital.
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.
Pengaruh Beban Kerja Dan Stres Kerja Terhadap Kinerja Perawat Rawat Inap Di Rumah Sakit Umum Mutiasari Duri Riau Pertiwi, Amelia Suci; Suharsono, Teguh Nurhadi; Syahidin, Rukhiyat; Malik , Rahdian; Paramata, Vip
Jurnal Ners Vol. 9 No. 4 (2025): OKTOBER 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v9i4.50386

Abstract

Rumah sakit merupakan institusi layanan kesehatan yang dituntut untuk menjaga kualitas pelayanan melalui kinerja perawat. Faktor beban kerja dan stres kerja menjadi aspek penting yang dapat memengaruhi kinerja perawat. Beban kerja yang berlebihan tanpa diimbangi dengan sumber daya yang memadai berpotensi menurunkan kualitas layanan, sedangkan tingkat stres kerja yang tinggi dapat berdampak pada kesehatan mental serta menurunkan produktivitas perawat. Penelitian ini bertujuan menganalisis pengaruh beban kerja (X1) dan stres kerja (X2) terhadap kinerja perawat (Y) di RS Umum Mutiasari Duri Riau. Desain penelitian kuantitatif dengan pendekatan cross-sectional. Instrumen skala Likert dikonversi ke skala interval dengan MSI sebelum analisis. Uji asumsi klasik terpenuhi. Hasil regresi linier berganda menunjukkan model: Ŷ = 0,594 + 0,033X1 + 0,743X2 + ε. Secara parsial, X1 tidak berpengaruh signifikan terhadap Y (α=0,05), sedangkan X2 berpengaruh positif dan signifikan terhadap Y (α=0,05). Secara simultan, X1 dan X2 berpengaruh signifikan terhadap Y (uji F). R² = 0,680 menunjukkan 68% variasi kinerja perawat dijelaskan oleh kedua prediktor; SEE = 0,261Penelitian ini menegaskan pentingnya pengelolaan beban kerja yang proporsional serta strategi manajemen stres yang efektif guna meningkatkan kinerja perawat di rumah sakit. Kata kunci: Beban kerja, stres kerja, kinerja perawat, regresi linier berganda, Rumah Sakit Umum Mutiasari Duri
Co-Authors Asnar, Etty Sofia Mariati Habibi, Novel Malik , Rahdian Pertiwi, Amelia Suci Puspita, Mia Suharsono, Teguh Nurhadi Syahidin, Rukhiyat