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All Journal Return : Study of Management, Economic and Bussines Jurnal Kesehatan Komunitas Indonesia
Horas Djulius
Universitas Pasundan, Indonesia
Economics, Econometrics & Finance Environmental Science Health Professions Medicine & Pharmacology Nursing Public Health

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Strengthening Service Quality-based Work Culture to Improve Patient Satisfaction: A Case Study at Sayang Regional General Hospital, Cianjur Regency Neneng Efa Fatimah; Azhar Affandi; Horas Djulius
Jurnal Kesehatan Komunitas Indonesia Vol 5 No 3: December 2025
Publisher : Al-Hijrah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58545/jkki.v5i3.608

Abstract

Background: Strengthening work culture grounded in service quality is critical for improving patient satisfaction, particularly in public healthcare settings. However, gaps persist in its consistent implementation among health workers and administrative staff. Objective: This study aimed to formulate a strategy for reinforcing a service quality–based work culture to enhance patient satisfaction at Sayang Hospital, Cianjur Regency. Methods: A qualitative case study was conducted using a descriptive-analytical approach. Data were collected through in-depth interviews, participatory observation, and documentation, with source triangulation applied for validation. Informants included hospital management, medical personnel (doctors and nurses), administrative staff, and patients. Data analysis followed the Miles and Huberman interactive model comprising data reduction, data display, and conclusion drawing. Results: The service quality–based work culture at Sayang Hospital remains partial and inconsistently practiced. Patient satisfaction was rated as moderate, with recurring complaints concerning communication, service speed, and staff empathy. Key barriers included a weak quality-oriented performance evaluation system, insufficient training on service excellence, and limited transformational leadership among managers. Conclusion: To strengthen work culture, the study proposes an integrated strategy comprising continuous values-based training and coaching, embedding service quality indicators into performance management, and implementing a balanced reward-and-sanction system to promote patient-centered professionalism.
Strategy for Cultural Transformation in Islamic Boarding Schools: An Integration Model of Islamic Values, Local Wisdom, and Modern Management for Improving Teacher Performance Yamin Kamaludin; Azhar Affandi; Horas Djulius
Return : Study of Management, Economic and Bussines Vol. 4 No. 10 (2025): Return: Study of Management, Economic and Business
Publisher : PT. Publikasiku Academic Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57096/return.v4i10.408

Abstract

Pesantren (Islamic boarding schools), as crucial educational institutions, face significant challenges in the modern era, where teacher performance is often hampered by a work culture that is not yet optimal. This research aims to formulate and analyze effective strategies for transforming the work culture of pesantren. Using a qualitative exploratory case study method, this research was conducted at Pondok Pesantren Baiturrahman and several other pesantren in Bandung Regency, with data collected through in-depth interviews, Focus Group Discussions (FGDs), observations, and documentation studies. The research results indicate that the suboptimal work culture and teacher performance stem from systemic weaknesses in six areas: management, human resources (HR), processes, policies, technology utilization, and the culture itself. As a solution, this research proposes a transformation strategy centered on the concepts of “BAROKAH Management” (blessing management), “DIGEMARI Personality” (liked personality), and the application of local wisdom “7U & 4K.” The main contribution of this research is the formulation of the “3 in One Work Culture” model, a new framework that integrates noble Islamic values, modern professional management standards, and Sundanese local wisdom. This model offers a holistic and contextual strategic guide for pesantren to build a superior work culture to achieve sustainable improvement in teacher performance.
Co-Authors Azhar Affandi Neneng Efa Fatimah Yamin Kamaludin