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All Journal Jurnal Manajemen Indonesian Journal of Research and Educational Review (IJRER) Jurnal Ilmu Pendidikan dan Sosial
Prayogi, Ratnawati
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Strategi Rumah Sakit dalam Mengembangkan Kompetensi Layanan Sahabat Pelanggan untuk Mendukung Terwujudnya Pelayanan Prima di RSUD Kota Bogor Patrick, Patrick; Prayogi, Ratnawati; Rismadi, Bambang; Rudianto, Rudianto
Jurnal Manajemen Vol 14 No 2 (2025): Mei - Oktober 2025
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jm.v14i2.1497

Abstract

This research analyzes strategies for enhancing the competence of Customer Service personnel to improve the quality of healthcare services. Employing a qualitative approach, the research utilizes in-depth interviews, observations, and document analysis for data collection. The findings reveal that essential competencies for personnel include effective communication skills, empathy, and basic medical knowledge. Despite the implementation of the Customer Service concept, challenges such as insufficient ongoing training programs and poor coordination among units persist, hindering service quality. To address these issues, the study proposes strategies involving continuous training, the enhancement of information systems, and performance evaluations based on SERVQUAL indicators. Implementing these strategies is expected to significantly improve service quality at RSUD Kota Bogor, thereby enhancing the hospital's reputation as a provider of high-quality, family-friendly healthcare services. This research aims to assist hospital management in developing more effective policies for building the competencies of Customer Service personnel, ultimately contributing to improved patient satisfaction and loyalty.
Effectiveness of E-Learning Media in Asynchronous Learning: A Case Study in Higher Education Patongloan, Asce; Prayogi, Ratnawati; Rumambi, Freddy J.; Inkriwang, Alfred
ETDC: Indonesian Journal of Research and Educational Review Vol. 4 No. 4 (2025): September
Publisher : Education and Talent Development Center Indonesia (ETDC Indonesia)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51574/ijrer.v4i4.3949

Abstract

Asynchronous learning is important to worldwide higher education's digital transition. Despite extensive technology usage, issues about asynchronous learning media quality and pedagogy persist. Most studies have used the participants' final exam scores to evaluate the effectiveness of asynchronous learning. Consequently, this study seeks to evaluate the efficacy of e-learning media in facilitating asynchronous learning within the Officer Cadet Advancement Training Program (CATP or PASIS) at the higher education level. The primary focus of the research is to identify the level of participant engagement, their perceptions of the effectiveness of e-learning media, and the challenges faced by both participants and facilitators during the learning process. This research employs a mixed-methods approach, combining quantitative data collected through questionnaires administered to 47 respondents at Poltekpel Barombong and qualitative data gathered through in-depth interviews with participants, instructors, and e-learning administrators. The findings indicated that most participants regularly access the platform, complete assignments on time, and feel comfortable with self-directed learning. However, forum participation and learning motivation vary, especially among e-learning novices. While most respondents say e-learning media helps them understand the topic, they still need direct instruction, especially for technical content. Internet instability, lack of two-way communication, and participant digital incompetence are the key issues. Improved material quality, facilitator training, and solid support mechanisms improve e-learning deployment.
Pengaruh Kepemimpinan Transformal, Motivasi, Perilaku Carring Perawat Terhadap Peningkatan Pelaksanaan Budaya Keselamatan Pasien Di Rawat Inap Rumah Sakit Islam Bogor Indrawati, Meilina; Prayogi, Ratnawati; Rante, Jones Zenas
Jurnal Ilmu Pendidikan dan Sosial Vol. 5 No. 1 (2026): April
Publisher : CV Putra Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58540/jipsi.v5i1.1492

Abstract

Budaya keselamatan pasien merupakan salah satu indikator penting dari mutu pelayanan Rumah Sakit. Kepemimpinan transformasional, motivasi, dan perilaku caring perawat diduga sangat berperan dalam meningkatkan pelaksanaan budaya keselamatan pasien.Penelitian ini menggunakan pendekatan kuantitatif dengan desain survei cross-sectional. Responden adalah perawat pelaksana di ruang rawat inap Rumah Sakit Islam Bogor yang dipilih dengan teknik purposive sampling. Instrumen penelitian berupa kuesioner terstruktur yang telah diuji validitas dan reliabilitas. Analisis data dilakukan dengan regresi berganda untuk menguji atau mengetahui seberapa besar pengaruh parsial maupun simultan.Secara parsial, kepemimpinan transformasional, motivasi, dan perilaku caring tidak berpengaruh signifikan terhadap budaya keselamatan pasien. Namun, secara simultan ketiga variabel tersebut berpengaruh positif dan signifikan terhadap peningkatan pelaksanaan budaya keselamatan pasien. Hasil ini menunjukkan bahwa budaya keselamatan pasien lebih dipengaruhi oleh sinergi antar faktor kepemimpinan, motivasi, dan perilaku caring dibandingkan pengaruh masing-masing faktor secara terpisahPenguatan budaya keselamatan pasien di rumah sakit perlu dilakukan secara komprehensif dengan memperkuat kepemimpinan transformasional, meningkatkan motivasi , serta mengembangkan perilaku caring perawat sebagai strategi terpadu.
Co-Authors Indrawati, Meilina Inkriwang, Alfred Patongloan, Asce Patrick Patrick Rante, Jones Zenas Rismadi, Bambang Rudianto Rudianto Rumambi, Freddy J.