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Taufik Zulfikar
Universitas Sangga Buana YPKP
Health Professions Medicine & Pharmacology Nursing

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Pengaruh Kualitas Layanan Farmasi dan Citra Rumah Sakit Terhadap Kepuasan Pasien dan Dampaknya Pada Loyalitas Pasien (Studi pada Pasien Rawat Jalan Rsud Ratu Aji Putri Botung Kalimantan Timur) Ruk’at Rukmayanti; Taufik Zulfikar; Chevie Wirawan
Jurnal Ners Vol. 9 No. 3 (2025): JULI 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v9i3.47116

Abstract

Patient satisfaction is not merely the ultimate goal of quality service, but also a bridge to patient loyalty. Patient loyalty is crucial for the long-term operational sustainability and growth of a hospital. This study aims to determine the influence of pharmaceutical service quality and hospital image on patient loyalty, mediated by patient satisfaction. The research was conducted at RSUD Ratu Aji Putri Botung, with a sample of 98 respondents selected using a purposive sampling technique. Data were collected through a survey utilizing a 1-5 Likert scale instrument. The statistical analysis employed descriptive statistics and hypothesis testing using Structural Equation Modeling - Partial Least Square (SEM PLS). The results of the SEM PLS analysis indicate that the model's goodness of fit is acceptable, as shown by an R-squared value above 50% (categorized as a medium to high influence), a high Q-squared predict value (>50%), a GoF index of 0.664 > 0.36 (categorized as high GoF), and PLS Predict and CVPAT indicating high predictive power. The outer model evaluation confirmed acceptable levels of validity and reliability. The study's findings reveal that pharmaceutical service quality and hospital image positively impact patient satisfaction, and subsequently, patient loyalty.
Perencanaan Bisnis Pengembangan Klinik Fisioterapi Rumah Sakit Umum Prima Medika Denpasar Bali Agung Manik Septiana Putra; Taufik Zulfikar; Rukhiyat Syahidin; Etty Sofia; Vip Paramarta
Jurnal Ners Vol. 10 No. 2 (2026): APRIL 2026
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v10i2.56318

Abstract

This study aims to develop a business planning framework for the establishment of a Physiotherapy Clinic at Prima Medika General Hospital, Denpasar, Bali. The primary problem addressed is the growing demand for rehabilitation services that has not been optimally accommodated within the existing hospital structure. Using a qualitative descriptive evaluative approach, data were collected through in-depth interviews, field observations, and document analysis. The research focuses on market, human resources, and financial feasibility, alongside designing a business model through the Business Model Canvas (BMC) and analyzing competition using Porter’s Five Forces. Results indicate that the clinic development is feasible and holds strong potential when implemented in a phased manner. Key findings highlight a stable market demand from outpatients and institutional partners. Financially, the project is deemed viable with an Internal Rate of Return (IRR) of 18.19%. Integration with the hospital system provides a significant competitive advantage against industry rivals. This research offers practical insights for hospital management in strategic decision-making for new service development.
Co-Authors Agung Manik Septiana Putra Chevie Wirawan Etty Sofia Rukhiyat Syahidin Ruk’at Rukmayanti Vip Paramarta