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Research of Service Administration Health and Sains Healthys
Published by Lembaga Penelitian dan Pendidikan Mandala
ISSN : 28304748     EISSN : 28304772     DOI : 10.36312
Core Subject : Health,
Health Professions Public Health
Research of Service Administration Health and Sains Healthys is a scientific publication related to Politics is the result of literature studies, study of issues, and the results of research that develops in the community. This journal uses Indonesian. Publish 2 times every year.
Arjuna Subject : Profesi Kesehatan - Menejmen Informasi Kesehatan
Articles 108 Documents
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Implementation of Training in Improving Hospitality Services At Dr. R. Goeteng Taroenadibrata Purbalingga Hospital Arizky, Zahrotunnisa; Andriani, Rian; Andikarya, R Oke
Research of Service Administration Health and Sains Healthys Vol 7, No 1 (2026): Research of Service Administration Health and Sains Healthys (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v7i1.10419

Abstract

This study aims to analyze the implementation of training programs in improving hospitality services at RSUD dr. R. Goeteng Taroenadibrata Purbalingga. The study is motivated by the need to enhance hospital service quality, which should not only focus on medical aspects but also on non-medical aspects such as friendliness, empathy, and effective communication with patients and their families. A qualitative descriptive approach was employed involving 13 informants consisting of hospital employees, health workers, and non-health staff. Data were collected through in-depth interviews, observation, and documentation, and were analyzed using the interactive model of Miles and Huberman, which includes data reduction, data display, and conclusion drawing. The findings indicate that hospitality training has been conducted regularly, covering interpersonal communication, service excellence, and the development of patient-friendly attitudes. The implementation of the training has increased employees’ awareness of patient-oriented services. However, several challenges remain, including limited training duration, lecture-dominated learning methods, unequal training opportunities for all staff including outsourced workers, and limited post-training evaluation to measure behavioral changes. Therefore, this study recommends improving interactive training design, expanding participant coverage, and strengthening continuous evaluation to ensure sustainable improvements in hospital hospitality services.
Implementation of Principles Good Corporate Governance (GCG) Procurement of Goods and Services by the Regional Public Service Agency at The Jatisari Regional Public Hospital, Karawang Sunandar, Asep; Syaodih, Erliany; Handayani, Nining
Research of Service Administration Health and Sains Healthys Vol 7, No 1 (2026): Research of Service Administration Health and Sains Healthys (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v7i1.10306

Abstract

This study examines the implementation of Good Corporate Governance (GCG) principles in the procurement of goods and services at Jatisari Regional Public Hospital, Karawang, which operates as a Regional Public Service Agency (BLUD). A qualitative descriptive method with a phenomenological approach was employed to analyze the application of transparency, accountability, responsibility, independence, and fairness in procurement processes. Data were collected through in-depth interviews with hospital directors, procurement officers, and patients, supported by direct observation and document analysis. The findings indicate that Jatisari Regional Public Hospital has made positive progress in implementing GCG principles through the use of electronic procurement systems, public information disclosure, and compliance with regulatory standards. Nevertheless, several challenges remain, including incomplete digitalization, inconsistent reporting mechanisms, political and bureaucratic intervention affecting institutional independence, limited human resource capacity, and unequal distribution of facilities across service units. The study concludes that while GCG implementation demonstrates a positive trajectory, substantial improvements are required in system strengthening, human resource development, and the enhancement of information technology–based governance.
Hospital Image and Laboratory Service Quality on Customer Loyalty: Mediating Role of Customer Satisfaction Setianingsih, Emi; Purwadhi, Purwadhi; Handayani, Nining
Research of Service Administration Health and Sains Healthys Vol 7, No 1 (2026): Research of Service Administration Health and Sains Healthys (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v7i1.10435

Abstract

This study aimed to analyze the effects of hospital image and laboratory service quality on customer loyalty, considering the mediating role of customer satisfaction. The research was conducted at Restu Ibu Hospital Balikpapan using a quantitative approach with a causal design. A total of 163 respondents were selected through purposive sampling. Data were collected via questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Hospital image had a significant direct effect on customer loyalty (β = 0.325; p = 0.031), while laboratory service quality did not have a significant direct effect (β = 0.037; p = 0.683). Customer satisfaction had a significant effect on customer loyalty (β = 0.528; p < 0.001) and mediated the relationship between hospital image (β = 0.207; p = 0.001) and laboratory service quality (β = 0.246; p = 0.027) with customer loyalty. The model Goodness of Fit (GoF) value of 0.717 indicated an excellent model fit. These findings highlight the importance of strengthening institutional image and improving laboratory service quality as key strategies to enhance customer loyalty in the hospital setting.
Prolanis Patient Participation Enhancement Model Through a Recreational Environmental Approach Fanani, Yoseph Yulian; Purwadhi, purwadhi; Andikarya, R. Oke
Research of Service Administration Health and Sains Healthys Vol 7, No 1 (2026): Research of Service Administration Health and Sains Healthys (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v7i1.10325

Abstract

Prolanis is a health service system and a proactive approach implemented in an integrated manner involving Participants, Health Facilities, and BPJS Health, aimed at maintaining the health of BPJS Health participants suffering from chronic diseases to achieve an optimal quality of life with effective and efficient healthcare costs.The purpose of this study is to analyze the factors that increase the participation of Prolanis patients through a recreational environment approach. The sampling technique used is the total population sampling method.This research is a qualitative descriptive analytical study. Statistical instruments are used quantitatively with the Normality Test method and Pearson Correlation. Based on the research results, the influence of the recreational environment on Prolanis participation is significant. The findings show that the recreational environment contributes 80% to the increase in Prolanis patient participation. The remaining influence is affected by other factors not studied in this research, such as personal motivation, family support, respondents' views on the recreational environment, health conditions, or other social factors.
Analysis of the Effect of Marketing Mix 9p on Revisit Interest of Outpatient Patients at Metta Medika Hospital in Padangsidimpuan City Putri, Rizkitha Martono; Rohendi, A; Suwardhani, Achmad Dheni
Research of Service Administration Health and Sains Healthys Vol 7, No 1 (2026): Research of Service Administration Health and Sains Healthys (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v7i1.10332

Abstract

Hospital marketing is carried out to fulfill patient needs and desires and generate profits for the hospital. A good marketing strategy requires a marketing mix method to achieve health service goals. The marketing mix is a hospital's main business closely related to patient behavior in utilizing services. The intention to revisit is influenced by patient perceptions of the marketing mix. This study aims to analyze the effect of the 9P marketing mix on the intention to revisit outpatients at Metta Medika Hospital, Padangsidimpuan City. The study uses quantitative methods with a sample of 340 outpatients selected using incidental sampling. Data collection uses questionnaires with a Likert scale. Data processing uses the Classical Assumption Test and multiple linear regression analysis with Statistical Package For The Social Science (SPSS). Partial research results show that process (p=0.029), physical evidence (p=0.000), people (p=0.007), and public relations (p=0.000) variables significantly influence revisit intentions. Meanwhile, product, price, place, promotion, and power variables do not have a significant effect. Simultaneously, all 9P marketing mix variables have a significant effect (F=28.814; p=0.000) with an R Square value of 0.440, indicating 44% of the variation in revisit intention can be explained by the 9P marketing mix variables.
Evaluation of Physician Compliance in the Implementation of Clinical Pathways at Moh Ridwan Meuraksa Level Ii Hospital Jakarta Ahyaita, Ahyaita; Wahyudi, Bayu; Andikarya, Oke
Research of Service Administration Health and Sains Healthys Vol 7, No 1 (2026): Research of Service Administration Health and Sains Healthys (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v7i1.10475

Abstract

This study aims to evaluate the level of physician compliance in the implementation of Clinical Pathways (CP) at Moh Ridwan Meuraksa Class II Hospital, Jakarta. Clinical Pathways function as a clinical care management tool designed to ensure consistency, efficiency, and quality of patient services based on scientific evidence and standardized procedures. The research applied a quantitative approach with an observational cross-sectional design through direct observation and the distribution of questionnaires to physicians. The sample consisted of 40 physicians involved in the implementation of CP for five major diagnoses, namely Acute Myocardial Infarction (AMI), Severe Preeclampsia, Hypertrophic Tonsils, Femur Fracture, and Cervical Cancer. The research instruments included observation sheets and questionnaires that had been tested for validity (r > 0.361) and reliability (Cronbach’s Alpha = 0.857). The findings indicate that overall physician compliance with CP implementation falls into the moderate category (65.8%). The highest compliance occurred in emergency clinical examinations and initial therapy administration, while the lowest compliance appeared in variance documentation and multidisciplinary consultation. The study recommends strengthening training, improving information systems, and integrating CP into Electronic Medical Records to enhance compliance and service quality.
Hospitals as Service Products: Service Quality and Patient Satisfaction Chyntia Putriasni Kurnia; Cindy Charoline; Agustina Br Ginting; Beradona Beradona; Abdurrahman Samarqandy Rasta; A Rohendi
Research of Service Administration Health and Sains Healthys Vol. 7 No. 2 (2026): Research of Service Administration Health and Sains Healthys (Juni)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/nghtnb25

Abstract

Hospitals are healthcare institutions that function as service providers with unique characteristics distinct from tangible products, making service marketing perspectives essential for improving service quality and patient satisfaction in a competitive healthcare environment. This study employed a Systematic Literature Review (SLR) using the PRISMA protocol to identify and synthesize empirical and conceptual evidence related to hospital service characteristics, service quality dimensions, service marketing mix, and factors influencing patient satisfaction and loyalty. Literature searches were conducted in Scopus, PubMed, Google Scholar, EBSCO, and ProQuest for publications from 2013–2024. From 847 identified articles, 42 met the inclusion criteria and were analyzed. The findings revealed five dominant themes: IHIP characteristics in hospital services, SERVQUAL-based service quality dimensions, implementation of the 8P service marketing mix, the relationship between service quality and patient satisfaction and loyalty, and the role of human resources in achieving service excellence. The review confirms the relevance of the service marketing framework proposed by Christopher Lovelock and Lauren Wright in understanding hospitals as service products. Overall, hospitals require a holistic and patient-oriented management approach, where integrating service marketing concepts such as the flower of service, 8P marketing mix, and service quality management can significantly enhance patient satisfaction and loyalty.
The Relationship between Elderly Characteristics and the Incidence of Cough in Elderly Residents at Social Institution X in Jakarta: A Cross-Sectional Analysis Rayhana Rayhana; Resy Dwi Aprilianti; Adinta Anandani; Dayu Swasti Kharisma; Jihan Samira
Research of Service Administration Health and Sains Healthys Vol. 7 No. 2 (2026): Research of Service Administration Health and Sains Healthys (Juni)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/4rgyef28

Abstract

Cough is one of the respiratory complaints that often occurs in the elderly and can reduce the quality of life if it occurs chronically. This study aims to analyze the relationship between elderly characteristics and the incidence of cough in Social Institution X. The study used an observational analytical design with a cross-sectional approach. The study sample consisted of 110 respondents selected using a purposive sampling technique. Data analysis was performed using IBM SPSS Statistics version 26 through univariate and bivariate analysis with the chi-square test at a significance level of p<0.05. The results showed that most respondents were in the 60–74 years age group (70.9%), female (66.4%), had normal nutritional status (51.8%), and did not have a smoking habit (53.9%). Most respondents did not experience cough (50%). Bivariate analysis showed that nutritional status and smoking habits were significantly associated with the incidence of cough in the elderly (p<0.05), while age and gender did not show a significant relationship (p>0.05). This study emphasizes the importance of controlling risk factors and implementing a healthy lifestyle in efforts to prevent respiratory disorders in the elderly.

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