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All Journal Almana : Jurnal Manajemen dan Bisnis Innovative: Journal Of Social Science Research
Harianto, Muhammad Imam Fitrah
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Public Health Other

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The Role of Communication and Empathy in Building Emergency Patient Loyalty: A Mediation Study of Doctor-Patient Relationships Harianto, Muhammad Imam Fitrah; Wahyudi, Bayu; Rubini, Rizki Adriansyah
Almana : Jurnal Manajemen dan Bisnis Vol 9 No 2 (2025): August
Publisher : Bandung: Prodi Manajemen FE Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36555/almana.v9i2.2882

Abstract

The Emergency Department (ER) plays a central role as the first point of contact for critically ill patients, shaping their initial perceptions of hospital service quality. This study investigated the impact of communication and empathy demonstrated by ER doctors at Cideres Regional Hospital, Majalengka, on patient loyalty, with the doctor-patient relationship as a mediating variable. Using an exploratory quantitative approach, this study aimed to identify the relationship between variables. The number of samples obtained in this study meets the minimum required number of samples, and the validity test of the instrument data uses the Pearson correlation method and the reliability test uses the Cronbach's Alpha test. The Sobel test was used in the mediation approach and the t-test for the influence approach. The results showed that all data instruments passed the validity and reliability tests, and all research hypotheses were accepted. It was found that doctor communication and empathy, both directly and mediated by the doctor-patient relationship, positively and significantly increased ER patient loyalty. Empathy was identified as the dominant variable. Increased positive patient perceptions of empathetic behavior of health workers or doctors significantly correlated with increased ER patient loyalty at Cideres Regional Hospital. These findings underscore the importance of healthcare workers, particularly doctors, demonstrating a high level of empathy and effective communication when providing services in the ER.
Strategi Pengelolaan Sumber Daya untuk Keberlanjutan Operasional Rumah Sakit Purwadhi, Purwadhi; Restiani, Yani; Adrian, Wildan Ibnu; Harianto, Muhammad Imam Fitrah
Innovative: Journal Of Social Science Research Vol. 4 No. 6 (2024): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v4i6.16356

Abstract

Penelitian ini bertujuan untuk menganalisis strategi pengelolaan sumber daya yang efektif guna mendukung keberlanjutan operasional rumah sakit. Metode yang digunakan dalam penelitian ini adalah pendekatan kualitatif deskriptif dengan teknik pengumpulan data melalui studi literatur yang mengkaji berbagai sumber terkait pengelolaan sumber daya di rumah sakit. Teknik analisis data yang diterapkan meliputi reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa rumah sakit dapat mencapai keberlanjutan operasional dengan mengimplementasikan berbagai strategi pengelolaan sumber daya yang meliputi optimalisasi anggaran, pemeliharaan preventif peralatan medis, dan pemanfaatan teknologi informasi. Rumah sakit yang berhasil mengelola sumber daya juga aktif dalam menjalin kemitraan eksternal untuk memperoleh dukungan dana atau peralatan, serta meningkatkan kapasitas sumber daya manusia melalui pelatihan dan pengembangan berkelanjutan. Selain itu, evaluasi anggaran secara berkala dan pengawasan yang ketat terbukti efektif dalam menjaga efisiensi pengeluaran dan memastikan alokasi sumber daya yang tepat sasaran. Secara keseluruhan, penerapan strategi-strategi ini memungkinkan rumah sakit untuk tetap memberikan pelayanan berkualitas meskipun menghadapi keterbatasan anggaran dan berkembangnya kebutuhan peralatan medis.
Co-Authors Adrian, Wildan Ibnu Nurwijayanti Purwadhi Purwadhi Restiani, Yani Rubini, Rizki Adriansyah