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p-Index From 2021 - 2026
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All Journal Journal of Social Research Indonesian Marketing Journal
Kusumadi, Lourdes Joanna
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Humanities Computer Science & IT Economics, Econometrics & Finance Education Social Sciences

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Analysis Of JKN Mobile User Satisfaction Using Servqual Method at Private Hospitals in West Bekasi Kurniawaty, Deasy Erika; Kusumadi, Lourdes Joanna; Barnavio, Allisa Laurina; Bernarto, Innocentius
Indonesian Marketing Journal Vol. 5, No. 1, April 2025
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v5i1.9772

Abstract

As the national health insurance provider for all Indonesians, the Social Security Administering Body (BPJS) is working toward enhancing its service with JKN Mobile. It is anticipated that the JKN Mobile application will enable customers to obtain more user-friendly and effective services. The research uses a quantitative approach.  The population in this study is 77. This study uses the purposive sampling method with certain criteria for a total of 65 samples. The instrument uses a questionnaire. Data analysis uses SERVQUAL. Data processing is using IBM SPSS version 25. The results on the collected data show Cronbach’s Alpha value for perception of 0.823 and expectations of 0.782, greater than 0.60, meaning that the questionnaire of this study is reliable.  The conclusion of the study conducted in Private Hospitals in West Bekasi shows that the menu and features of JKN Mobile are perceived as incomplete and, to some extent, are not functioning properly most of the time.
Leadership, Work Environment, and Employee Performance at Wamena Regional General Hospital: A Study Using SEM-PL Method Kusumadi, Lourdes Joanna; Angeline, Agiona
Journal of Social Research Vol. 5 No. 4 (2026): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v5i4.3073

Abstract

Employee performance is a key indicator of successful hospital management in delivering high-quality health services. Public hospitals, including RSUD Wamena, face complex challenges related to leadership and work environment due to limited resources, geographical conditions, and organizational dynamics. This study aims to analyze the influence of leadership and work environment on employee performance at RSUD Wamena using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) approach. This study employed a quantitative method with an explanatory research design. Data were collected through questionnaires distributed to 150 employees of RSUD Wamena, including medical and non-medical staff. Data analysis was conducted using SEM-PLS with SmartPLS software. Leadership and work environment were treated as independent variables, while employee performance was the dependent variable. The results indicate that leadership has a positive and significant effect on employee performance. The work environment also shows a positive and significant influence on employee performance. Simultaneous testing confirms that leadership and work environment together explain a substantial proportion of the variance in employee performance. These findings emphasize the importance of effective leadership and a supportive work environment in enhancing employee performance in public hospitals. This study is expected to provide practical contributions for hospital management in formulating human resource management policies, particularly in strengthening leadership capacity and improving the work environment.
Co-Authors Angeline, Agiona Barnavio, Allisa Laurina Innocentius Bernarto, Innocentius Kurniawaty, Deasy Erika