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All Journal Jurnal Ekonomika Dan Bisnis
Tarihoran, Rahmah Wahyuni
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Economics, Econometrics & Finance

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Literature Review : Pendekatan Manajemen Rumah Sakit Dalam Meningkatkan Excellent Service Di Era Kontemporer Tarihoran, Rahmah Wahyuni; Hardi, Vyronica; Asyer, Aynnie Christabel; Hikma, Nurul; Berliani, Kristin Nadia; Paramarta, Vip
Jurnal Ekonomika Dan Bisnis (JEBS) Vol. 5 No. 3 (2025): Mei-Juni
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47233/jebs.v5i3.2940

Abstract

Excellent service has become one of the key indicators in enhancing the competitiveness of hospitals in the contemporary era. This study aims to identify and analyze effective hospital management approaches to improve excellent service through a systematic literature review method. The research employed the PRISMA-based Systematic Literature Review (SLR) approach by reviewing 10 accredited national journals published within the last five years. The results reveal five main strategies in hospital management approaches that effectively promote excellent service: (1) training and development of human resources, (2) implementation of quality management methods such as SERVQUAL, Donabedian, and QFD, (3) integration of service-oriented values and culture, (4) optimization of service performance evaluation systems, and (5) utilization of technology and innovative approaches. The findings suggest that the success of excellent service is determined not only by technical medical aspects but also by strategic management that is responsive to patient needs, the reinforcement of service culture values, and the adoption of digital innovation. The practical implications of this study highlight the importance for hospitals to manage change in a planned manner, enhance human resource competencies, and conduct continuous service evaluations to create a superior, adaptive, and patient-oriented service ecosystem.
Co-Authors Asyer, Aynnie Christabel Berliani, Kristin Nadia Hardi, Vyronica Hikma, Nurul Vip Paramarta