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All Journal Journal of Hospital Management Toplama
Hilmy, M Reza
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Humanities Economics, Econometrics & Finance Environmental Science Health Professions Languange, Linguistic, Communication & Media Social Sciences

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MODEL PENGEMBANGAN PELAYANAN RAWAT JALAN POLIKLINIK INTERNA RUMAH SAKIT LOTIM MEDICAL CENTER BERDASARKAN JUMLAH KEDATANGAN, TINGKAT PELAYANAN, DAN WAKTU PELAYANAN PASIEN Rahman, Alfian Raudani; Nofierni, Nofierni; Hilmy, M Reza
TOPLAMA Vol. 1 No. 1 (2023): TOPLAMA
Publisher : PT Altin Riset Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61397/tla.v1i1.37

Abstract

Rumah Sakit Lotim Medical Center merupakan Rumah Sakit Swasta yang teletak di Kabupaten Lombok Timur. Aspek kepuasan pelanggan dapat menjadi indikator kualitas produk barang atau jasa yang ditawarkan sehingga produsen dapat terus meningkatkan mutu produk dan layanannya agar kepuasan dapat tercapai. Salah satu aspek layanan di Rumah Sakit yang dapat meningkatkan kepuasan pelanggan adalah waktu tunggu pelayanan atau sistem antrian. Ketidakpastian dalam proses antrian atau waktu tunggu seringkali menjadi masalah di dalam pelayanan kesehatan. Sistem antrian yang digunakan oleh Poliklinik Interna Rumah Sakit Lotim Medical Center adalah Single Channel Single Phase, sedangkan disiplin antrian yang digunakan adalah First Come First Serve. Waktu tunggu layanan adalah 55.2 menit masih memenuhi standar waktu tunggu layanan yang ditentukan yaitu 60 menit. Kinerja sistem antrian kurang optimal karena utilitas atau kegunaan server melebihi kapasitas pada jam-jam serta hari-hari tertentu dan probabilitas tidak ada pasien dalam antrian cukup tinggi pada jam-jam dan hari-hari tertentu, sehingga implikasi manejerial yang ditawarkan adalah perbaikan sistem dengan cara mengatur distribusi kedatangan dan melakukan pembatasan jumlah pasien perhari.
Faktor Penentu Loyalitas Pasien di Rumah Sakit Utami, Dyah Tri; Ahmad, Hasyim; Hilmy, M Reza
Journal of Hospital Management Vol 3, No 02 (2020): Journal of Hospital Management
Publisher : Lembaga Penerbitan Universitas Esa Unggul

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47007/johm.v3i02.4449

Abstract

Patient loyalty has an important role in the operation of a hospital. Patient loyalty is formulated to achieve a number of return visits that have an impact on hospital profitability and stability. The purpose of this study was to examine the effect of Hospital image on patient satisfaction, service quality on patient satisfaction, hospital image on patient loyalty, patient quality on patient loyalty, patient satisfaction with patient loyalty, hospital image of patient loyalty mediated by patient satisfaction. the quality of service to patient loyalty is mediated by the outpatient satisfaction of RS.AN-NISA Tangerang. Hospital image questionnaire, service quality, patient satisfaction, patient loyalty were distributed to 253 respondents who were general patients. Respondents' answers were processed using the Structural Equation Model (SEM) analysis method. The results obtained that Hospital image, service quality has a significant influence on patient satisfaction, service quality has a positive effect on patient satisfaction, and Hospital image, service quality has no effect on patient loyalty mediated by patient satisfaction.Keyword: hospital image, service quality, patient satisfaction, patient loyalty
Co-Authors Ahmad, Hasyim Nofierni, Nofierni Rahman, Alfian Raudani Utami, Dyah Tri