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All Journal SOSIOEDUKASI : JURNAL ILMIAH ILMU PENDIDIKAN DAN SOSIAL
Rumambi, Ferdy
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BPJS SERVICE QUALITY AND PATIENT SATISFACTION: A MIXED-METHODS STUDY IN INDONESIAN PUBLIC HOSPITALS Rumambi, Ferdy; Mekel, Peggy; Kampilong, Joni Kutu'; Pangkey, Deisy; Kembuan, Indah; Mokat, Gloria
SOSIOEDUKASI Vol 14 No 4 (2025): SOSIOEDUKASI : JURNAL ILMIAH ILMU PENDIDIKAN DAN SOSIAL
Publisher : Fakultas Keguruan Dan Ilmu Pendidikan Universaitas PGRI Banyuwangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36526/sosioedukasi.v14i4.6480

Abstract

In Indonesia, the National Health Insurance (BPJS Kesehatan) has successfully facilitated access to healthcare, despite fluctuations in people's satisfaction with public hospitals. It is essential because services must be continually improved and maintained at a high standard to identify the most critical quality dimensions. We aim to investigate how these dimensions of service quality impact the level of satisfaction among BPJS patients in a qualitative setting. Our research approach was a combination method. We asked 188 BPJS patients questions regarding Tangibles, Reliability, Responsiveness, Assurance and Empathy. We used semi-structured interviews with 24 respondents to investigate their experience. Responsiveness (β = 0.312; p<0.001), assurance (β = 0.287; p<0.001) and empathy (β = 0.241; p<0.01) were significant predictors of satisfaction (R2 = 0.684; F = 162.37; p<0.001). The physical side was not very good, and its reliability was also subpar. Interviews revealed that participants were concerned with waiting times, the way the staff treated them and perceived a difference in the treatment of BPJS patients and non-BPJS patients. The attitudes and empathy of BPJS staff toward patients are the most influential factors in determining the level of satisfaction among BPJS patients. Hospitals should be taught how to communicate effectively, manage queues and appointments in real-time, and enhance service quality. Payers and managers at BPJS could include these items in contracts, compensate for performance, require total reporting on waiting and experience, and advocate for triage and staffing that minimize waiting times
Digital Transformation, Sustainability, and Strategic Evolution in Marketing Management Strategies: : A Bibliometric Review of Trends and Trajectories (1990–2025) Kampilong, Joni Kutu'; Rumambi, Ferdy; Mandey, Silvya; Soegoto, Agus; Rondonuwu, Christy
SOSIOEDUKASI Vol 14 No 4 (2025): SOSIOEDUKASI : JURNAL ILMIAH ILMU PENDIDIKAN DAN SOSIAL
Publisher : Fakultas Keguruan Dan Ilmu Pendidikan Universaitas PGRI Banyuwangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36526/sosioedukasi.v14i4.6622

Abstract

This study is a bibliometric literature review of trends and paths in marketing management strategies between 1990 and 2025, which integrates 683 peer-reviewed articles to trace the intellectual development of the topic. We used VOSviewer to examine the existence of keywords and the cooperation of countries. The common topic groups that we identified included five aspects: AI-driven marketing, digital transformation, sustainability, consumer behavior in the digital environment, and methodological reflexivity. The findings indicate that the number of publications has grown significantly since 2005, and thinking has changed significantly. Integrated, technology-based, and ethically conscious product models have replaced traditional product models. Digital and AI-based marketing are highly mature, while the integration of sustainability is still new, particularly in developing economies. Scholars and professionals tend to collaborate in online environments; however, ethical regulations, longitudinal research, and the inclusion of geography remain issues. Geographic cooperation is still geographically concentrated in North America, Europe, and East Asia, which makes the whole world less representative. The added value of this review is the explanation of the stages of adoption, interdisciplinary convergence, and outlining the gaps in research that should be given the highest priority, especially within ethical AI, digital sustainability interaction, and situation-specific strategy implementation. The results provide useful theoretical proposals and practical recommendations for scholars and practitioners in the dynamic environment of future-ready marketing strategies.
DIGITAL TRANSFORMATION OF MANADO'S CULINARY MSMES: MARKETING ADAPTATION AND CREATIVE LOCAL PRODUCT INNOVATION Walangitan, Priskila; Sagai, Rillie; Rumambi, Ferdy; Korengkeng, Tri; Tandaju, Ferlina
SOSIOEDUKASI Vol 14 No 4 (2025): SOSIOEDUKASI : JURNAL ILMIAH ILMU PENDIDIKAN DAN SOSIAL
Publisher : Fakultas Keguruan Dan Ilmu Pendidikan Universaitas PGRI Banyuwangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36526/sosioedukasi.v14i4.6836

Abstract

This study analyzes the mechanism of digital transformation of culture-based culinary MSMEs in Manado through a mixed methods approach with an explanatory sequential design. A total of 100 MSMEs under the guidance of the Manado IKM Center were respondents in the quantitative analysis using PLS-SEM, which showed that Digital Marketing Strategy and Digital Marketing Performance are the main determinants of business sustainability. Technology acceptance and cultural product characteristics have a significant effect on digital marketing strategy, while Digital Readiness and Cultural Creativity Process do not show a direct effect. Qualitative analysis using NVivo reinforced these findings by revealing the strategic role of training, mentoring, and cultural narratives in shaping digital capabilities. Overall, this study confirms that the success of MSME digital transformation is the result of synergy between internal capabilities, cultural values, and institutional support from the Manado IKM Center, which together facilitate the strengthening of digital marketing performance and business sustainability.
Co-Authors Joni Kutu Kampilong Kembuan, Indah Korengkeng, Tri Mokat, Gloria Pangkey, Deisy Peggy Adeline Mekel Rondonuwu, Christy Sagai, Rillie Silvya Mandey Soegoto, Agus Tandaju, Ferlina Walangitan, Priskila