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All Journal Jurnal Sains Sosio Humaniora Jurnal Ad'ministrare: Jurnal Pemikirian Ilmiah dan Pendidikan Administrasi Perkantoran
Natalia, Gloria
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Arts Humanities Decision Sciences, Operations Research & Management Education Law, Crime, Criminology & Criminal Justice Social Sciences

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Analysis of Patient Satisfaction in the Emergency Department Based on the SERVPREF Model Wemona, Fransiska Yofita Olga; Natalia, Gloria; Octaviani, Karina
Jurnal Ad'ministrare: Jurnal Pemikirian Ilmiah dan Pendidikan Administrasi Perkantoran Volume 12, Issue 1, 2025
Publisher : Pendidikan Administrasi Perkantoran, Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71309/administrare.v12i1.7382

Abstract

Quality healthcare services are a crucial determinant of patient satisfaction, particularly in emergency departments where timely and accurate treatment is essential. This study investigates the influence of the five SERVPERF dimensions Tangibles, Reliability, Responsiveness, Assurance, and Empathy on patient satisfaction in the Emergency Department of Gotong Royong Hospital, Surabaya. Unlike previous studies that often generalize service quality across hospital units, this research specifically focuses on the emergency room context, where service demands and patient expectations are significantly higher. A quantitative survey approach was used, involving 150 respondents who had received ER services. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) via SmartPLS software. The results reveal that all SERVPERF dimensions significantly affect patient satisfaction, with Empathy showing the strongest positive impact highlighting the importance of personalized care in high-pressure environments. In contrast, Reliability received the lowest rating, indicating critical areas for improvement in consistent and timely service delivery. The study contributes to the literature by offering a focused evaluation of service quality in emergency care using the SERVPERF model and provides actionable insights for hospital management to enhance patient-centered care. Regular implementation of SERVPERF-based evaluations is recommended to ensure continuous service quality improvement guided by real patient experiences.
Innovation of Audio-Visual Teaching Materials in Pancasila Education Learning in Elementary Schools to Enhance Student Learning Participation Natalia, Gloria; Pratomo, Wachid; Andini, Dinar Westri
Jurnal Sains Sosio Humaniora Vol. 10 No. 1 (2026): Volume 10, Nomor 1 Juni 2026
Publisher : LPPM Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jssh.v10i1.56256

Abstract

This study aims to describe the use of audio-visual teaching materials in Pancasila Education learning at the elementary school level and to examine their role in enhancing students’ learning participation. The study employed a qualitative approach with a descriptive research design. The participants consisted of Pancasila Education teachers and elementary school students involved in learning activities utilizing audio-visual teaching materials. Data were collected through observation, interviews, and documentation, and were analyzed using an interactive analysis model consisting of data reduction, data display, and conclusion drawing. The findings revealed that the use of audio-visual teaching materials created a more engaging, interactive, and contextual learning environment. Through the utilization of instructional videos, animations, and other visual media, students became more actively involved in the learning process, as indicated by increased attention, confidence in asking questions, ability to express opinions, and participation in group discussions. Furthermore, audio-visual teaching materials helped students understand Pancasila values more concretely, as the content was presented through examples closely related to their daily lives. Although several challenges were identified, particularly regarding the availability of technological facilities and the preparation of learning media, the use of audio-visual teaching materials proved effective in supporting student-centered learning and optimizing student participation. Therefore, innovation in audio-visual teaching materials can serve as an alternative strategy for improving the quality of Pancasila Education learning in elementary schools.
Co-Authors Dinar Westri Andini, Dinar Westri Octaviani, Karina Wachid Pratomo, Wachid Wemona, Fransiska Yofita Olga