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All Journal Journal of Multidisciplinary Academic and Practice Studies Global Academy of Business Studies
Mohamad Gita Indrawan
University of Batam, Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences Other

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The effect of interpersonal communication, facilities and application-based registration on patient satisfaction with service quality as an intervening variable in the outpatient row RSUD Raja Ahmad Tabib Riau Island Province Fetty Herlina; Angelina E. Rumengan; Mohamad Gita Indrawan
Journal of Multidisciplinary Academic and Practice Studies Vol. 1 No. 3 (2023): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v1i3.2357

Abstract

Purpose: The purpose of this study was to analyze the effect of interpersonal communication, facilities, and ease of application-based registration on patient satisfaction with service quality as an intervening variable in the Outpatient Hospital Raja Ahmad Tabib Riau Islands Province. Research methodology: The research design used in this study was quantitative research with an associative type of research in the form of a causal relationship. The population in this study were outpatients who registered using the application totaling 5,818 people. The sample size was determined using the Slovin formula to obtain a sample size of 374 people. The data collection technique in this study was a Likert scale questionnaire, with instruments in the form of questionnaire sheets and Google Forms. The data analysis technique used in this study used the partial least squares (PLS) approach assisted by SmartPLS. Results: The results showed that direct interpersonal communication, facilities, and ease of application-based registration had a significant effect on patient satisfaction in the outpatient department of Raja Ahmad Tabib Hospital, Riau Island Province. Conclusions: Patient satisfaction is influenced by interpersonal communication, facilities, and application-based registration, with service quality acting as a key mediator to enhance overall service experience. Limitations: This study was conducted in a single hospital and limited to patients using application-based registration, thus reducing the generalizability of the findings. Future research should involve more hospitals and broader variables to gain deeper insights. Contribution: This research provides empirical evidence on the critical role of service quality as an intervening variable, offering practical insights for hospital management in improving digital health services and interpersonal interactions to increase patient satisfaction.
The influence of regulation, planning and controlling on financial management performance through competence as an intervening variable in Regional Apparatus Organizations in the district of Karimun Pri Handani Bayu Sari; Angelina E. Rumengan; Mohamad Gita Indrawan
Global Academy of Business Studies Vol. 2 No. 1 (2025): July
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/gabs.v2i1.3587

Abstract

Purpose: This study aims to provide empirical evidence of the effects of regulation, planning, and control on financial management performance, with competency serving as a mediator. Research Methodology: The population of this study was 122 Financial Management Employees in the OPD Mandatory Basic Services of Karimun Regency, and all population elements were used as respondents using the census sampling technique. The data analysis method used was SEM-PLS with Smart-PLS software version 3.0. Results: Regulation and control had a positive but insignificant impact on financial management performance, whereas they significantly affected competence. Planning positively and significantly influenced both financial management performance and financial competence. Competence mediated the effect of planning on performance but did not mediate the impact of regulation and control. Conclusions: Although regulation and control positively influence competence, they do not directly affect financial management performance. Planning significantly enhances both performance and competence, with competence mediating the impact of planning. Limitations: The study is limited to the financial management employees of Karimun Regency; therefore, its findings may not be generalizable to other regions. Second, the study utilized cross-sectional data, which restricts causal inferences. Contribution: This study deepens the understanding of how regulation, planning, and control impact financial management performance and highlights the mediating role of competence in government organizations’ financial management performance.
Co-Authors Elly Rumengan Fetty Herlina Pri Handani Bayu Sari