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All Journal Jurnal Manajemen Pelayanan Publik JISPO (Jurnal Ilmu Sosial dan Ilmu Politik) JBMP (Jurnal Bisnis, Manajemen dan Perbankan) Wikrama Parahita : Jurnal Pengabdian Masyarakat Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) EKONOMIS : Journal of Economics and Business Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan JURNAL PENDIDIKAN TAMBUSAI JKM (Jurnal Kebidanan Malahayati) JURISMA: Jurnal Riset Bisnis & Manajemen JURNAL MANAJEMEN Syntax Idea Dinasti International Journal of Education Management and Social Science Best Journal (Biology Education, Sains and Technology) PREPOTIF : Jurnal Kesehatan Masyarakat Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Jurnal E-Bis: Ekonomi Bisnis Coopetition : Jurnal Ilmiah Manajemen Journal of Management and Bussines (JOMB) Jurnal Bisnis, Manajemen, dan Ekonomi JURPIKAT (Jurnal Pengabdian Kepada Masyarakat) Jurnal ABDIMAS (Pengabdian kepada Masyarakat) UBJ International Journal of Business, Management and Economics Vivabio : Jurnal Pengabdian Multidisiplin Business Preneur : Jurnal Ilmu Administrasi Bisnis Jurnal Kesehatan Tambusai Eco-Iqtishodi : Jurnal Ilmiah Ekonomi dan Keuangan Syariah Jurnal Dharma Bhakti Ekuitas Operations Research: International Conference Series Entrepreneur : Jurnal Bisnis Manajemen dan Kewirausahaan Jurnal Sosial dan Teknologi Journal of Social and Policy Issues Jurnal Sains Manajemen Journal of Language and Health Jurnal Bina Bangsa Ekonomika Co-Value : Jurnal Ekonomi, Koperasi & Kewirausahaan ProBisnis : Jurnal Manajemen Jurnal Ilmiah Manajemen dan Ilmu Sosial : Co-Management Jurnal Pemberdayaan Masyarakat Indonesia (JPMI) COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat EKONOMIKA45 AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Jurnal Kesehatan Rajawali Service Management Triangle : Jurnal Manajemen Jasa Jurnal DIALEKTIKA : Jurnal Ilmu Sosial Economic Reviews Journal Research of Service Administration Health and Sains Healthys Journal of Innovation Research and Knowledge Jurnal Bisnis dan Kewirausahaan Jurnal Keuangan dan Akuntansi Terapan (KUAT) Journal of Social And Economics Research International Journal Administration, Business & Organization Journal of Comprehensive Science SWARNA Business Management JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Jurnal Riset Rumpun Ilmu Kesehatan (JURRIKES) IICSDGs Jurnal Ekbis (Ekonomi & Bisnis) Indonesian Journal of Contemporary Multidisciplinary Research Journal of Economics and Social Sciences LOKATARA SARASWATI Innovative: Journal Of Social Science Research Prapanca : Jurnal Abdimas JURNAL PENGABDIAN KEPADA MASYARAKAT (ADI DHARMA) Jurnal Pengabdian Kepada Masyarakat Bisma : Business and Management Journal JURNAL PENDIDIKAN, HUMANIORA, LINGUISTIK DAN SOSIAL (JAGADDHITA) Pubmedia Social Sciences and Humanities Jurnal Ilmiah Manajemen dan Ilmu Sosial : Co-Management Radinka Journal of Science and Systematic Literature Review Journal of Governance and Public Administration SWARNA: Jurnal Pengabdian Kepada Masyarakat Manajemen Pelayanan Kesehatan ManBiz: Journal of Management and Business journal of social and economic research Jurnal Cendekia Ilmiah PESHUM Visioner : Jurnal Manajemen dan Bisnis Cermin Dunia Kedokteran Indonesian Journal of Strategic Management (IJSM) Jurnal Pengabdian Kepada Masyarakat Indonesia JIPENDIKA: Jurnal Inovasi Pembelajaran dan Pendidikan Majalah Bisnis & IPTEK Journal Markcount Finance Journal of World Future Medicine, Health and Nursing
Veranita, Mira
Universitas Adhirajasa Reswara Sanjaya
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ANALISIS KELAYAKAN INVESTASI PADA PENINGKATAN STATUS KLINIK UTAMA CAHAYA IMANI MENJADI RUMAH SAKIT TIPE D DI KABUPATEN HULU SUNGAI SELATAN PROVINSI KALIMANTAN SELATAN Fifi Noviana; Wahyuddin Bagenda; Mira Veranita
Journal of Innovation Research and Knowledge Vol. 5 No. 2: Juli 2025
Publisher : Bajang Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53625/jirk.v5i2.10628

Abstract

This study aims to analyze the investment feasibility of upgrading Klinik Utama Cahaya Imani to a Type D Hospital in Hulu Sungai Selatan Regency, South Kalimantan Province. The analysis was conducted using methods such as Net Present Value (NPV), Internal Rate of Return (IRR), Payback Period (PP), Profitability Index (PI), and Average Rate of Return (ARR). The research method applied was a qualitative descriptive method with a case study approach, through the collection of primary and secondary data from Klinik Cahaya Imani and related agencies. The analysis showed that the investment requirement amounts to Rp 110,060,402,638 with an estimated hospital revenue of Rp 32,339,793,340 per year. The financial analysis results indicated a positive NPV, IRR higher than the discount rate, PP faster than the economic life, PI greater than one, and ARR meeting the investment feasibility criteria. Thus, upgrading Klinik Utama Cahaya Imani to a Type D Hospital is financially feasible. The results of this study are expected to serve as a basis for managerial decision- making in developing health services in Hulu Sungai Selatan Regency
Evaluation of the Effectiveness of SEHATI Innovation in Improving the Efficiency of Halal Certification for Micro and Small Enterprises in Indonesia Veranita, Mira; Turyandi, Itto; Wahyudi, Wahyudi; Gunardi, Gunardi
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.62700

Abstract

This study aimed to evaluate the effectiveness of the SEHATI (Free and Fast Halal Certification for Micro and Small Businesses) service innovation in improving the efficiency of the halal certification process in Indonesia. The main issue raised is the low efficiency of time, cost, and access to halal certification services, especially for Micro and Small Businesses (UMK). By using a mixed method approach and convergent parallel design, quantitative data was collected through a survey of 71 UMK actors, while qualitative data was obtained through interviews with BPJPH, LPH, and PPH assistants. The results of the analysis showed that time efficiency, cost efficiency, process accessibility, and flexibility do not have a significant effect on service satisfaction. At the same time, qualitative findings reveal various obstacles such as limited digital literacy, hidden costs, and inefficiencies in the field verification process. Although SEHATI has brought about change through digitalization and self-declaration, its implementation has not been fully effective. SEHATI is a strategic innovation with the potential to improve the efficiency of halal certification, yet its implementation still requires improvements in the aspects of assistance, system simplicity, and digital infrastructure so that its benefits are felt evenly and sustainably by MSME actors.
Strategi Manajemen dalam Mempercepat Kelayakan Klaim JKN/BPJS di Rumah Sakit Restu Ibu Balikpapan: Studi Kualitatif dengan Analisis SWOT Tri Hardining Prawestirini; Erliany Syaodih; Mira Veranita
JURNAL RISET RUMPUN ILMU KESEHATAN Vol. 4 No. 2 (2025): Agustus : Jurnal Riset Rumpun Ilmu Kesehatan
Publisher : Pusat riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jurrikes.v4i2.5666

Abstract

Healthcare financing for patients covered by BPJS Kesehatan in hospitals is carried out through a claims mechanism. Delayed BPJS Kesehatan claims represent a critical issue within the healthcare service context in Indonesia. The aim of this study is to identify management strategies that can expedite the eligibility of BPJS Kesehatan claims at Restu Ibu Hospital in Balikpapan. This research is conducted using a descriptive qualitative approach, with data collection through interviews and Focus Group Discussions (FGD). The informants consisted of one doctor, three coders, and one verifier. The study begins by identifying the claim service system situation, focusing on both internal aspects (Strengths and Weaknesses) and external aspects (opportunities and Threats), also known as SWOT analysis. This study identifies several strategies, including: 1) Enhancing the competence of staff and medical personnel through regular training; 2) Developing a more advanced and integrated information system; 3) Improving communication with BPJS Kesehatan; 4) Improving documentation and data verification; and 5) Strengthening coordination with relevant units.
Model Penyesuaian Unit Cost Layanan Hemodialisa Berbasis INA-CBGS Anthony, Faris Akbar; Syaodih, Erliany; Veranita, Mira
Journal of Language and Health Vol 6 No 2 (2025): Journal of Language and Health
Publisher : CV. Global Health Science Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/jlh.v6i2.6873

Abstract

Ketidaksesuaian antara tarif INA-CBGs dan biaya riil layanan Hemodialisa menjadi tantangan besar bagi keberlanjutan layanan kesehatan di rumah sakit, termasuk di RS Bhayangkara TK III Banda Aceh. Penelitian ini bertujuan untuk menghitung unit cost layanan Hemodialisa secara akurat menggunakan pendekatan Activity-Based Costing (ABC), serta menyusun model penyesuaian tarif berdasarkan hasil perhitungan tersebut. Metode penelitian yang digunakan adalah kuantitatif deskriptif dengan pendekatan studi kasus. Data dikumpulkan melalui observasi langsung, wawancara, serta dokumentasi laporan keuangan dan aktivitas unit Hemodialisa. Hasil penelitian menunjukkan bahwa unit cost layanan Hemodialisa berdasarkan metode konvensional adalah Rp1.373.461, sedangkan setelah penerapan metode ABC dan skema kerja sama operasional (KSO), unit cost terkoreksi menjadi Rp782.929. Koreksi biaya ini didorong oleh alokasi biaya yang lebih efisien serta pengalihan beban bahan habis pakai ke mitra KSO. Perhitungan Recovery Rate Cost (RRC) juga menunjukkan peningkatan efisiensi, dari 64,3% menjadi 112,8%, yang menandakan bahwa tarif INA-CBGs telah mencukupi biaya aktual pasca penyesuaian. Penelitian ini menyimpulkan bahwa metode ABC memberikan gambaran biaya yang lebih akurat dan dapat digunakan sebagai dasar pengambilan keputusan strategis, penyesuaian tarif, dan peningkatan efisiensi layanan.
Pemberdayaan Perempuan di Lapas Kerobokan Kabupaten Badung Bali Mira Veranita; Itto Turyandi; Wahyudi; Gunardi; Yusuf, Ramayani; Framesthi, Dyah Bayu
JURPIKAT (Jurnal Pengabdian Kepada Masyarakat) Vol. 6 No. 3 (2025)
Publisher : Politeknik Piksi Ganesha Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37339/jurpikat.v6i3.2479

Abstract

Kegiatan Pengabdian Kepada Masyarakat (PKM) ini bertujuan memberdayakan narapidana perempuan di Lapas Perempuan Kerobokan melalui penyuluhan motivasi dan pelatihan kewirausahaan. Metode yang digunakan adalah pendekatan edukatif dan partisipatif, mencakup ceramah, diskusi, simulasi, serta coaching personal. Kegiatan ini berhasil meningkatkan motivasi, kepercayaan diri, dan pengetahuan kewirausahaan bagi 30 warga binaan perempuan. Evaluasi menunjukkan peningkatan signifikan pada pemahaman dan kesiapan mental peserta untuk menghadapi kehidupan pasca-lapas. Program ini membuktikan bahwa intervensi yang menggabungkan aspek psikologis dan keterampilan praktis dapat menjadi model rehabilitasi sosial yang efektif, memanusiakan, dan memberdayakan. Kegiatan ini juga menjadi contoh kolaborasi multipihak antara akademisi, lembaga pemasyarakatan, dan komunitas dalam menciptakan sistem pembinaan yang lebih holistik dan transformatif.
Women's Transformational Leadership In Improving Public Services: A Systematic Review Rudiana, Rana; Nunung, Ai; Ratna H, Yunyun; Pujihartanti, Erna; Veranita, Mira
International Journal Administration, Business & Organization Vol 6 No 2 (2025): IJABO
Publisher : Asosiasi Ahli Administrasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61242/ijabo.25.507

Abstract

This study addresses the limited scholarship on the specific contribution of women’s transformational leadership in enhancing public service quality. While prior research often examines women’s leadership or transformational leadership separately, few systematically explore their intersection in the public sector. To bridge this gap, a systematic narrative review was conducted on 11 selected articles retrieved through Elicit AI. Thematic and contextual analysis was employed to identify patterns, themes, and theoretical constructs across organizational and sectoral contexts. Findings reveal that women leaders consistently demonstrate the four core dimensions of transformational leadership: idealized influence, inspirational motivation, intellectual stimulation, and individualized consideration. These practices foster inclusive, ethical, and innovative organizational cultures aligned with the demands of modern public service. However, contextual challenges such as organizational culture, social norms, gender stereotypes, and limited access to strategic roles shape the effectiveness of women’s leadership. Theoretically, this study contributes to leadership and gender scholarship by integrating transformational leadership theory into the domain of public administration. It underscores the importance of empathetic, participatory, and visionary leadership in advancing sustainable service reforms. Overall, the synthesis highlights how empowering women in transformational leadership roles enhances public service effectiveness and drives bureaucratic change, while calling for further research on intersectionality and cross-sectoral dynamics.
TINGKAT KINERJA DAN KESESUAIAN KEPENTINGAN PADA PELAYANAN DI KLINIK PDC SEMARANG BERDASARKAN MODEL IPA Natalia, Cindy; Rohendi, Acep; Veranita, Mira
Service Management Triangle: Jurnal Manajemen Jasa Vol 6 No 2 (2024): Jurnal Service Management Triangle: Jurnal Manajemen Jasa
Publisher : Magister Manajemen Universitas Adhirajasa Reswara Sanjaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51977/0ths9581

Abstract

Masukan dari pasien sangat penting dalam rangka menyelenggarakan pelayanan kesehatan yang memuaskan di klinik gigi PDC Semarang. Beberapa kritik dari pasien seperti keterlambatan waktu pelayanan pasien, kebersihan toilet, dan tempat parkir yang tidak memadai mempengaruhi kualitas pelayanan klinik. Penelitian ini bertujuan untuk menganalisis prioritas kepentingan dan kinerja pada pelayanan serta strategi yang dapat dilakukan untuk perbaikan menggunakan metode Importance Performance Analysis (IPA). Jenis penelitian yaitu deskriptif kuantitatif. Metode penelitian yang digunakan berupa observational dengan desain studi cross sectional. Populasi penelitian adalah pasien yang berobat ke klinik gigi PDC Semarang bulan Agustus 2023. Jumlah sampel sebanyak 50 pasien. Pengambilan data menggunakan kuesioner kemudian diolah menggunakan metode Impotance Performance Analysis (IPA) dan diperoleh hasil bahwa ada kesenjangan antara kinerja dan tingkat kepentingan pasien terhadap kualitas layanan di klinik gigi PDC Semarang. Maka dapat disimpulkan kepuasan pasien belum sepenuhnya tercapai sesuai dengan kepentingan yang diinginkan pasien. Atribut yang menjadi prioritas utama untuk diperbaiki adalah klinik dilengkapi dengan perangkat dan peralatan medis yang memadai strateginya dengan meningkatkan kualitas sarana dan prasarana kelengkapan alat medis secara berkala. Atribut yang perlu dipertahankan yaitu staf klinik bertatabusana sesuai dan memiliki penampilan yang baik, lokasi klinik nyaman dan mudah diakses. Atribut yang mendapatkan prioritas rendah untuk perbaikan yaitu tata letak dan design klinik memudahkan pasien untuk mengakses layanan. Atribut yang dapat diabaikan adalah tentang pasien diberitahu tentang batas waktu untuk memberikan dan melengkapi pelayanan.
Kepuasan Pasien Terhadap Pelayanan Kesehatan Metode Importance Perfomance Analysis (IPA) RSU Kartini - Lampung Layrenshia, Belinda; Gumilar, Candra; Beni Nugroho, Dionysius; Maulidi, M. Alfi; Syafii, Syafii; Liambana, Junlianty; Noor Azahra, Anggraeni; Since Yuliana Frans, Inggrid; Purwadhi, Purwadhi; Veranita, Mira
COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat Vol. 4 No. 3 (2024): COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/comserva.v4i3.1368

Abstract

Pelayanan kesehatan yang memuaskan semakin diakui karena pentingnya kesehatan bagi masyarakat. Pelayanan kesehatan berusaha untuk membuat pelanggan puas dengan memberikan layanan yang efektif dan efisien. Dengan menggunakan metode Importance Performance Analysis (IPA), penelitian ini menganalisis kepuasan pasien di RSU Kartini Lampung. Kinerja dan kepentingan pelayanan diukur dari 20 responden yang dibagi dalam dua kelompok usia: yang di bawah 45 tahun dan yang di atas 45 tahun. Hasil analisis menunjukkan bahwa untuk responden di bawah 45 tahun, rata-rata nilai kinerja (X) sebesar 4,2 dan kepentingan (Y) sebesar 4,5, dan untuk responden di atas 45 tahun, rata-rata nilai kinerja (X) sebesar 4,2 dan kepentingan (Y) sebesar 4,4. Ada gap -0,3 dan -0,2 antara kinerja dan kepentingan. Menurut analisis IPA, responden di bawah usia 45 tahun memerlukan kamar yang bersih, nyaman, dan menarik, tetapi mereka di atas usia 45 tahun menganggap sudah baik dan harus mempertahankannya. Hasil ini menunjukkan bahwa untuk meningkatkan kepuasan pasien secara keseluruhan, kualitas pelayanan harus disesuaikan dengan persepsi dan kebutuhan pasien dari berbagai kelompok umur
DINAMIKA MAKROEKONOMI INDONESIA, ANALISIS FAKTOR-FAKTOR PENENTU PERTUMBUHAN EKONOMI Gunardi; Gunardi, Gunardi; Veranita, Mira; Turyandi, Itto; Wahyudi, Wahyudi; Kesumah, Priatna; Hutahaean, Limbert; Framesthi, Dyah Bayu
IJSM Vol 8 No 2 (2025): Indonesia Journal of Strategic Management
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Kuningan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25134/64x43t32

Abstract

This research aims to analyze the determinants of Indonesia's economic growth using a qualitative approach. By understanding the complex relationships among macroeconomic variables, it is expected to provide more effective policy recommendations to promote sustainable economic growth. The analysis results indicate that monetary policy, investment, and labor market conditions play crucial roles in determining the direction of economic growth. A stable monetary policy contributes to increased purchasing power and domestic consumption. Additionally, foreign direct investment (FDI) serves as a primary driver of growth by enhancing infrastructure and technology. Despite challenges such as global uncertainty and commodity price fluctuations, opportunities for growth remain wide open through innovation and the adoption of new technologies
Implementation of total quality management (TQM) to reduce patient complaints in hospitals: literature review Habibah, Zahrotul; Hidayat, Dimas Firman; Veranita, Mira; Saragih, Godfriend EY; Flindy, Samuel; Bidani, Gusti Ayu Sri
JKM (Jurnal Kebidanan Malahayati) Vol 10, No 7 (2024): Volume 10,No.7 Juli 2024
Publisher : Program Studi Kebidanan Fakultas Ilmu Kesehatan Universitas Malahayati

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33024/jkm.v10i7.16118

Abstract

ABSTRAK : IMPLEMENTASI TOTAL QUALITY MANAGEMENT (TQM) UNTUK MENGURANGI KELUHAN PASIEN DI RUMAH SAKIT: LITERATURE REVIEW   Latar Belakang : Kualitas pelayanan kesehatan di rumah sakit sangat berpengaruh terhadap kepuasan pasien, yang semakin meningkat dengan ekspektasi masyarakat modern. Total Quality Management (TQM) adalah pendekatan sistematis yang diterapkan untuk meningkatkan kualitas secara menyeluruh di berbagai sektor, termasuk kesehatan. Implementasi TQM melibatkan seluruh anggota organisasi rumah sakit dengan fokus pada peningkatan proses, produk, dan layanan kepada pasien. Penurunan komplain pasien menjadi indikator penting keberhasilan TQM, dengan upaya seperti perbaikan proses pendaftaran dan peningkatan komunikasi staf medis-pasien berpotensi mengurangi keluhan.Tujuan: untuk melakukan tinjauan literatur tentang implementasi Total Quality Management (TQM) di rumah sakit dan menganalisis dampaknya terhadap penurunan komplain pasien.Metode : Penelitian ini menggunakan metode literature review untuk mengeksplorasi pengaruh implementasi Total Quality Management (TQM) terhadap komplain di rumah sakit.Hasil : Hasil penelitian menunjukkan bahwa implementasi Total Quality Management (TQM) di rumah sakit secara signifikan mengurangi jumlah komplain pasien. Berbagai strategi TQM seperti perbaikan proses pendaftaran, peningkatan kecepatan dan akurasi diagnosis, serta pelatihan staf dalam keterampilan komunikasi telah terbukti efektif. Studi juga menyoroti pentingnya evaluasi dan analisis komplain pasien sebagai sarana untuk terus memperbaiki kualitas pelayanan kesehatan dan meningkatkan kepuasan pasien secara keseluruhan. Kesimpulan : Implementasi Total Quality Management (TQM) di rumah sakit terbukti efektif dalam menurunkan komplain pasien dan meningkatkan kepuasan pelanggan. Pentingnya keterlibatan seluruh anggota organisasi, fokus pada kepuasan pelanggan, dan peningkatan kualitas layanan secara berkelanjutan membentuk lingkungan pelayanan yang lebih responsif terhadap kebutuhan pasien..Saran : meningkatkan implementasi TQM meliputi komitmen manajemen yang kuat, pelatihan staf, evaluasi rutin, dan budaya inovasi untuk memastikan kualitas layanan yang optimal. Kata kunci : Total Quality Management (TQM), komplain, rumah sakit, kepuasan pasien. ABSTRACT Background. The quality of healthcare services in hospitals significantly influences patient satisfaction, which is increasingly heightened by modern societal expectations. Total Quality Management (TQM) is a systematic approach applied to enhance overall quality across various sectors, including healthcare. TQM implementation involves engaging all hospital organizational members with a focus on improving processes, products, and patient services. Reduction in patient complaints serves as a crucial indicator of TQM success, with efforts such as improving registration processes and enhancing communication between medical staff and patients potentially reducing grievances.Objective: To conduct a literature review on the implementation of Total Quality Management (TQM) in hospitals and analyze its impact on reducing patient complaints.Methods: This study employed a literature review method to explore the influence of Total Quality Management (TQM) implementation on complaints in hospitals.Results: Findings indicate that TQM implementation in hospitals significantly reduces the number of patient complaints. Various TQM strategies such as improving registration processes, enhancing speed and accuracy of diagnoses, and training staff in communication skills have proven effective. The studies also underscore the importance of evaluating and analyzing patient complaints as a means to continually improve healthcare service quality and enhance overall patient satisfaction.Conclusion: Implementation of Total Quality Management (TQM) in hospitals has proven effective in reducing patient complaints and enhancing customer satisfaction. The importance of engaging all organizational members, focusing on customer satisfaction, and continuously improving service quality shapes a healthcare environment more responsive to patient needs.Suggestion: Enhancing TQM implementation includes strong management commitment, regular staff training, routine evaluations, and fostering an innovative culture to ensure optimal service quality. Keywords: Total Quality Management (TQM), complaints, hospitals, patient satisfaction.
Co-Authors A. Rohendi A. Rohendi, A. Aam Pathuloh Abdillah Al Ghifari Acep Rohendi Ade Sudrajat Ade Sudrajat Ade Sudrajat Ade Sudrajat Adhitya Pranajati Aditya Dewi, Esti Adri Arisena Adryan Rachman Agus Hadian Rahim Ai Nunung Al Bait Fiqri Zulfikar Sutarso Al Fikri, Ghufran Al Ghifari, Abdillah Alexangela, Joanne Switasanny Alicia Dipta Pranudia Aliyudin, Aceng Alphonsus Arya Arbikara Amalia Rachmawati Amalia Yuliasari Andikarya, R Oke Anggraeni Noor Azahra Anggreyorina, Anggreyorina Anissa, Regina Nurfitriyani Annisari Pinasthika Anthony, Faris Akbar Anugrah, Muhammad Adryan Aprillita, Nunki Ardiansyah, Rahman Ardita Manurung Ari Safrizal Wildan Arif Rachman Arlette Suzy Puspa Pertiwi Aryoga Samudra Asmara Asmara, Aryoga Samudra Asrini, Nani Ayundha, Dara Aziz, Firdaus Abdul Aziz, Moch Abdul Baehaqi Bagenda, Wahyuddin Bambang Heru Purwanto Bambang Sugiyarto Banjarnahor, Parli Lambano Belinda Layrenshia Beni Nugroho, Dionysius Bidani, Gusti Ayu Sri Cahayani, Nadia Brigita Candra Fatihah, Dian Candra Gumilar Chairil M Noor Chairil M Noor Cinthya Margaretha, Sarah Clarissa Siswara Cupiadi, Hedi Dadan Hendayana Daffa Ivandharu Dania Febyola Danu, M Rizki Fazrian Darmayani, Dina Dasrun Hidayat Debora Yolanda, Venny Dedeh Nurdalillah Deden Gunawan Dermawan Supriatna Desi Nursanti Devin Wirawan Dewi, Yunita Dharmahayu, Ni Putu Melda Dhatu Dara Raditya Dhewy, Galuh Kusuma Dian Angger Suaner Diana Davisca Ridwan Diana Davisca Ridwan Dionysius Beni Nugroho Dwi Robiul Rochmawati Dyah Bayu Framesthi Dyah Bayu Framesthi Dyah Bayu Framesthi Dzulhiba Efawati, Yen Eki Dudi Darmawan Ekwandini, Dhona Rizky Endang Komara Erick Ivan Gian Erliany Syaodih Erliany Syaodih Esti Aditya Dewi Evi Masuni Fadilah Fulki, Insan Fani Pangabdian Fanny Agustina Hidayat Fanny Agustina Hidayat Fauzan Fauzan Febrihianto, Meilinda Laurensia Febryani Fransiska Febyola, Dania Fifi Noviana Fikri, Ghufran Al Firda Diah Utami Firdaus, Firman Firman Firdaus Firman Nurrahim Fitaloka, Neng Diana FITRIANI, PIPIT Flindy, Samuel Florencia Desiree Ghufran Al Fikri Gnagey, Mira Rosana Granit Agustina Gumilar, Candra Gunardi Gunardi Gunardi , Gunardi Gunardi . Guruh Satriya Habibah, Zahrotul Hadian Rahim, Agus Hani Hatimatunnisani Hany Setyo Utami Haryadi, Pande Made Doddy Heny Hendrayati Hernawati, Euis Hidayat , Sarah Nursa’diah Hidayat, Dimas Firman Hutahaean, Limbert I Gusti Wayan Murjana Yasa I MADE KAWIYASA I Made Kawiyasa I Putu Ajie Windu Kertayoga Ida Ayu Nitri Saraswati Iin Sakina L. Iin Sakina L. Ikhsan, Sugiyanto Indradewa, Rhian Indri Ranggelika Inggar Bagus Wibisono Inggrid Since Yuliana Frans Istyana, Renny Dwi Ning Johan, Willy Johann Amadeus Albert Tokoro Jumrah Jumrah Junlianty Liambana Kamarullah, Pratiwi Karunia Meilani Nurfatika Kasmanto Kasmanto, Kasmanto Kathrine, Anita Septiana Maria kesumah, priatna Krishna, Mahesa Kristian Ismail Kristian Ismail Kurnia Putri Utami Layrenshia, Belinda Lena Fitriyani Martal Liambana, Junlianty Lidia Kamelia Linda Herawati Livia Devina Lukmanulhakim Almamalik Lukmanulhakim Almamalik Lulu Rehande Lutfy M. Alfi Maulidi M. KHOIRUL ANWAR M. Khoirul Anwar Magaline, Monica Beatrice Maghfira, Siti Magnaz Lestira Oktaroza Mahfud Khoiri Male, Hendro Dwiky Chaesar Mamat Hidayat Maolani, Dedeng Yusuf Maolani, Dedeng Yusuf Marlena, Ena Marsya Sahsabilla Matakupan, Henry Viktor Matandung, Olivia Minanga Maulidi, M. Alfi Mei Vita Ariyani Meilinda Laurensia Febrihianto Melina Budiarti Michael Purba Michael Willian Ramschie Monica Beatrice Magaline Muhamad Rizal Hadi Pratama Muhammad Arief Kusuma Mustiraya, Raya Najip Hendra S Parino Najip Hendra S Parino Nano Isdiyanto Natalia, Cindy Ni Luh Putu, Adinda Tasya Saraswati Ni Nyoman Feby Wulandari Ni Nyoman Yulianthini Nidia Fadhila Noor Azahra, Anggraeni Novy Trianasari NUNIEK DEWI PRAMANIK Nunki Aprillita NUNUNG, AI Nur Afifah Lutfina Nur Azizah Nur Fadillah, Listiana Nur Syafira Ramona Nurhaliza, Sabilla Nurhasanah, Annisa Nurjanah, Isma Nurrahim, Firman Nurrahman, Ropa Mustopa Nursanty, Oktamia Nurwansyah, Atikah Nurwijayanti Olivia Minanga Matandung Omitta Yuliastuti Kusharini Pabuang, Rocky Perdana Pakiding, Antony Pande Made Doddy Haryadi Panjaitan, Sally Ester Rohana Paramita, Paramita Parapaga, Florentina Blandina Pasak, Evaline Pinasthika, Annisari Poppy Putri Pratiwi Pramagistra Nurshabrina, Latesia Pranudia, Alicia Dipta Pratama, Muhamad Rizal Hadi Prawasari, Nindyan Primaditya, Intan Nararia Pujihartanti, Erna Purba, Michael Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi Purwadhi, H Putie Nadya Pratiwi Putra, Bagus Putu Anom Nugraha Putri Dwi Novrina Putri Nurul Aini Qatrunnada E. Kholidianti R Oke Andikarya R. Oke Andikarya R. Oke Andikarya R. Oke Andikarya R. Poppy Yaniawati R. Raya Mustiraya Rahayu, Pia Nur Artemisianing Rahayuningrum, Dessy Putri Rahma, Sitta Rahmat Hidayat Rahmayati, Anisa Rajuman Rajuman Rajuman Rajuman Rajuman, Rajuman Ratna H, Yunyun Ratnawati, Yeni Raya Mustiraya Redi Setiyadi Regina Nurfitriyani Anissa Regina Nurfitriyani Anissa Resti Selfiah Restika Osin Sukur Reza Hapid Ria Yuli Angliawati Rian Andriani Rian Andriani Rian Andriani, Rian Ridwan, Diana Davisca Rifqah Vaiga Rika Maryam Rinawati Rinawati Rini Susilowati Rini Susilowati, Rini Riska Nazaria Rizal, Yul Rizkia, Nanda Dwi Rohendi Rohendi Rohendi, Rohendi Ropa Mustopa Nurrahman RR Fera Pratiwi Rudiana, Rana Rudianana, Rana Sahidin, Yuda Saidah, Zuhriyatus Sanya Diandra Praniti Saputra, Halym Imam Saragih, Godfriend EY Sarah Nursa’diah Hidayat Savitri, Dwi Leonita Septia, Nindirah Setiyadi, Redi Setyako, Stevani Dewi Sihotang, Esti Febriyanti Silfia Rachim Since Yuliana Frans, Inggrid Sinta Sinta Siswani Siswani SITI FATIMAH Sofia Sonia F. Indah Sri Maryati Sugianto Ikhsan Sugiyanto Iksan Sugondo Sugondo Sugondo Sugondo Sukma, Firandicha Prawira Sulistijono, Esther Apriliany Suminar Suminar Suminar, Suminar Surman, Surman Susilowati , Rini Sutarso, Al Bait Fiqri Zulfikar Syafii . Syafii Syafii Syafira Ramona, Nur Syafril Firdaus, Muhammad Syfa Silvia tajuddin, mohammad Tallupadang, Deivita Patintingan Tarukallo, Noverio Michael samban Tatiek Ekawati Permana Thomas Alpa Edyson Ringo Ringo Toufiq Agung Toufiq Agung Pratomo Sugito Putra Towifah Fauziah Choerunisa Tresna Budiarti Tresya Lien Matakupan Tri Hardining Prawestirini Trianasari, Novy Turyandi, Itto Umar Usman Utami, Firda Diah Utami, Hany Setyo Venny Debora Yolanda Verra Rahwany Vitara Daru Rahmi Vitara Darurahmi Wahyu Oktiarto Wahyuddin Bagenda Wahyuddin Bagenda Wahyuddin Bagenda WAHYUDI Wahyudi Wahyudi Wahyudi Wahyudi Warsiati , Wiwi Wicahyo, Septina Yani Widjanarko, Hendrawan Widyasanthi, Komang Ayu Sri Wijaya, I Made Samitha Willma Fauzzia Willma Fauzzia Willma Fauzzia Wilma Zuarko Adji WR, Ago Yoqie Iskandar Wulandari, Ni Nyoman Feby Yani Restiani Widjaja, Yani Restiani Yaniawati, Poppy Yanuarti, Lita Yohannes Babtista Manik Yoram Yudhatama Yuda Syahidin Yudhi Yudistira Yudhy S. Purwanto Yughatama, Yoram Yulianti, Welly Yuliasari, Amalia Yunyun Ratna H Yusi Roslina Suciati Yusi Roslina Suciati YUSUF, RAMAYANI Zein Bastian Zuhriyatus Saidah