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All Journal Petra International journal of Business Studies (IJBS) Amkop Management Accounting Review (AMAR)
Gede Sri Darma
Universitas Pendidikan Nasional, Bali
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Understanding Patient Satisfaction Using SERVQUAL-Kano: The Moderating Role of Patient Trust and the Mediating Role of Waiting Time Tolerance Rafelito Kharisma Rahardjo; Desak Made Febri Purnama Sari; Gede Sri Darma; Putu Dyah Permatha Korry
Petra International Journal of Business Studies Vol. 8 No. 2 (2025): DECEMBER 2025
Publisher : Master of Management, School of Business and Management, Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.9744/petraijbs.8.2.144-156

Abstract

This study examines factors influencing patient satisfaction at private primary healthcare facilities (FKTP) in Bali, focusing on SERVQUAL dimensions, waiting time tolerance, patient trust, and Kano model attributes. Using a quantitative design and Partial Least Squares Structural Equation Modelling (PLS-SEM) on data from 188 respondents, the study found that assurance and patient safety significantly influence patient satisfaction, while tangibility, reliability, empathy, and responsiveness did not show significant effects. Assurance and responsiveness positively influence waiting time tolerance, which itself positively influences satisfaction. Waiting time tolerance did not mediate the relationship between SERVQUAL dimensions and satisfaction. Patient trust did not directly influence patient satisfaction but negatively moderated the impact of tangibility on satisfaction. Kano model attributes – categorized as attractive, one-dimensional, and must-be – showed no significant direct effect on satisfaction, reflecting their asymmetric and non-linear nature. The findings suggest that private FKTP should prioritize maintaining high assurance and patient safety standards alongside attractive features such as 24-hour service and patient feedback systems. Integrating patient safety into the SERVQUAL framework is recommended in the healthcare sector. Future research should explore patient satisfaction through longitudinal and qualitative approaches to better capture the dynamic nature of healthcare service quality.
Recruitment and Retention Challenges Weavers of Bali Endek Weaving Industry Luh Made Diah Ganaki Pusparani; Gede Sri Darma
Amkop Management Accounting Review Vol. 5 No. 1 (2025): January - June
Publisher : Yayasan Vifada Cendikia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/amar.v5i1.2616

Abstract

This study aims to analyze the challenges of recruitment and retention of weavers in the Balinese endek weaving industry using the Analytic Hierarchy Process (AHP) method. Endek as one of Bali's cultural heritages has high aesthetic, historical, and economic value, but its sustainability faces serious challenges due to the regeneration crisis and the low attractiveness of the weaving profession. This study involved six main criteria, namely: work environment, stability, salary, compensation, career development, and involvement. The AHP results show that the work environment has the highest weight (0.188), followed by work stability (0.148), and compensation (0.225) which, although high in weight, are not consistent in perception. These findings indicate that the main challenges in retention lie in the structural aspects and work welfare, while challenges in recruitment are closely related to the low interest of the younger generation and the lack of career development. Based on these findings, a strategy for strengthening recruitment is formulated through cultural campaigns, regenerative training, and educational collaboration, as well as a strategy for increasing retention through improving the work environment, guaranteeing stability, and productivity-based incentives. This study suggests strengthening the endek weaving industry ecosystem sustainably through a pentahelix approach involving the government, academics, communities, business actors, and the media.
Co-Authors Desak Made Febri Purnama Sari Luh Made Diah Ganaki Pusparani Putu Dyah Permatha Korry Rafelito Kharisma Rahardjo