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All Journal Jurnal Dunia Kesmas Journal of Hospital Administration and Management (JHAM) Journal of Hospital Administration and Excellent Health Service
Aprilianingsih, Maya
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Humanities Decision Sciences, Operations Research & Management Education Environmental Science Health Professions Medicine & Pharmacology Public Health Veterinary

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EVALUASI PENERAPAN BUDAYA 5S ( SENYUM, SAPA, SALAM, SOPAN, DAN SANTUN ) DALAM KEPUASAN PASIEN RAWAT JALAN RUMAH SAKIT ISLAM METRO Aprilianingsih, Maya; Dita Tri Sekarwati
Journal of Hospital Administration and Management (JHAM) Vol 7 No 1 (2026): Journal of Hospital Administration and Management (JHAM)
Publisher : LPPM Universitas Awal Bros

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54973/jham.v7i1.875

Abstract

Outpatient services are one of the service units that greatly influence the hospital’s image and patient satisfaction. Based on the observation results, Rumah Sakit Islam Metro experienced a 15.72% decrease in patient visits. This decline was identified through reviews on Google Maps and direct observations, which showed that employees were still not optimal in implementing 5S behavior (Smile, Greeting, Salutation, Politeness, and Courtesy) in service delivery. The implementation of 5S culture has become essential as an effort to improve service quality and increase patient visits. This study aims to evaluate the consistency of 5S culture implementation on outpatient satisfaction at Rumah Sakit Islam Metro. Method used was descriptive qualitative with a case study approach, which seeks to understand phenomena occurring in the field through direct observation and focuses deeply on one object of study. Data were obtained through direct observation of employees, management, and outpatients visiting the hospital, followed by interviews based on questions prepared by the researcher. The results showed that the Standard Operating Procedure (SOP) of 5S culture had been implemented well by employees. Most patients stated that they were satisfied with the services provided, and this was proven by a 19.19% increase in patient visits. The conclusion of this study shows that the implementation of the 5S culture SOP plays an important role in improving service quality, patient satisfaction, and the number of outpatient visits. The 5S culture is an effective strategy in building patient trust and loyalty toward hospital services. Keywords: 5S SOP, outpatient services, patient visits, patient satisfaction, hospital.
ANALISIS PENGGUNAAN MOBILE JAMINAN KESEHATAN NASIONAL DENGAN MENGGUNAKAN METODE TECHNOLOGY ACCEPTANCE MODEL (TAM) DI RUMAH SAKIT ISLAM METRO Sofy Safira , Retno; Pertiwi, Windi; Catur Putra, Yogi; Aprilianingsih, Maya
Journal of Hospital Administration and Management (JHAM) Vol 7 No 1 (2026): Journal of Hospital Administration and Management (JHAM)
Publisher : LPPM Universitas Awal Bros

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54973/jham.v7i1.918

Abstract

Digital transformation through the Mobile JKN app aims to improve healthcare services, yet getting patients to actually use it remains a challenge. This study uses the Technology Acceptance Model (TAM) to analyze how perceived usefulness, ease of use, and user attitude influence the intention to use the app at Islam Metro Hospital. The research design used in this study is quantitative with a cross-sectional approach. The population consisted of 1,809 Mobile JKN users at Islam Metro Hospital, from which a sample of 328 respondents was selected using a purposive sampling technique. Data were collected via questionnaires distributed to these 328 respondents, followed by validity and reliability tests, and correlation analysis using the Spearman rank test. The research findings indicate a significance value of 0.000 (which is leq 0.05), meaning there is a significant relationship between the three variables perceived usefulness, perceived ease of use, and attitude toward use and the Behavioral Intention to Use the Mobile JKN application at Islam Metro Hospital, leading to the rejection of H0. The correlation coefficients for Perceived Usefulness (r = 0.523) and Perceived Ease of Use (r = 0.551) fall into the moderate category, while attitude toward use (r = 0.723) shows a strong relationship and stands as the most dominant factor. Participants' intention to use the Mobile JKN application is heavily determined by a positive attitude, which is formed by the benefits and ease of use perceived by the users. For future research, it is recommended to include other variables outside the TAM model, such as internet connection quality or facility support factors, considering that there are still influencing factors beyond the variables examined in this study.
Co-Authors Andini Riska Dewani ANGGUNIAR, EVA NIRMALA Aprilianingsih, Tsabita Hanan Faiza Azwar Amien Tohari Baiti , Nur Baiti, Nur Barokah Kurnia Sari Catur Putra, Yogi Diky Saputra Dita Tri Sekarwati Febrianti, Silva Ayu Finda Novita Anggreeni Firnanda Elgi Taura Fitri Cahya Bintang Irfan, Muhammad Fuadul Lestari, Rizky Aprilianti Mayasari, Fitri Mayasari, Fitri Yuli Mayasari, Nada Cahya Pramesti Mutiara Az-Zahra Nur ‘Azah Oktapianingtyas, Aulia Rahma Pertiwi, Windi Putra , Yogi Catur Safira, Retno Sofy Sari, Defti Ekiya Selvianingsih Sevita Sari Sofy Safira , Retno Sulistya, Lintang Viska Oktaviana Yogi Catur Putra