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JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Published by ABISATYA DINAMIKA ISWARA PUBLISHING
ISSN : 29622220     EISSN : 29622026     DOI : https://doi.org/10.58268/eb.v1i2.3
Core Subject : Economy,
Economics, Econometrics & Finance
Marketing Management, Human Resource Management Financial Management, Operation Management, Strategic Management, Supply Chain Management, Leadership, Quality And Innovation Management, Entrepreneurship, Hotel and Turism, Public Relations, Business Economic, E-Business, International Business, Taxation, Innovation & Competitiveness, Financial Accounting, Organizational Behaviour, Risk Management, Knowledge Management
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 129 Documents
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PENGARUH GAYA HIDUP DAN PENDAPATAN TERHADAP KESEJAHTERAAN FINANSIAL PADA KARYAWAN KOPI INSIGHT CABANG SOREANG Keneisha Maharani; Vina Anggilia Puspita
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.309

Abstract

The increasingly widespread consumptive lifestyle among young employees in the food and beverage (F&B) sector, particularly driven by the convenience of online shopping and paylater payment facilities, has the potential to reduce the ability to manage finances and achieve financial well-being. This quantitative research, using a causal associative approach, aims to analyze the influence of lifestyle and income on the financial well-being of employees at Kopi Insight, Soreang Branch. The sample was determined using a saturated sampling technique, involving the entire population of 33 employees. Data were collected through a Likert-scale questionnaire and analyzed using multiple linear regression, correlation testing, the coefficient of determination, t-test, and F-test with IBM SPSS Statistics. The results show that lifestyle has a negative and significant effect on financial well-being (β = -0.333; sig. = 0.008), while income has a positive and significant effect (β = 0.484; sig. = 0.005). Simultaneously, both variables have a significant effect, contributing 62.2% (Adjusted R² = 0.622). The better the management of consumptive lifestyle and income, the higher the level of employees' financial well-being.
PENGARUH SOCIAL MEDIA MARKETING DAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN PEMBELIAN PADA KAFE QUEEN FOOD CIKALONGKULON Denny Aditya Dwiwarman; Yesi Nurfatmah
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.325

Abstract

This study aims to analyze the partial and simultaneous effects of Social Media Marketing and Service Quality on purchasing decisions at Queen Food Café in Cikalongkulon using a quantitative approach. The object of this research is the visitors of the Queen Food. The sample was determined using incidental sampling and Roscoe’s recommendation, resulting in 88 respondents. Data analysis included validity and reliability tests, classical assumption tests, multiple linear regression, coefficient of determination, and hypothesis testing using IBM SPSS Statistics 31. The results show that Social Media Marketing has a significant partial effect on purchasing decisions, with a significance value of 0.024 < 0.05 and a t-value of 2.293 > 1.988. Service Quality also has a significant partial effect, with a significance value of 0.001 < 0.05 and a t-value of 7.629 > 1.988. Simultaneously, Social Media Marketing and Service Quality have a positive and significant effect on purchasing decisions. The coefficient of determination shows that 77.3% of the variation in purchasing decisions is explained by both variables. Periodic evaluation of Social Media Marketing and Service Quality is recommended to support effective marketing and service strategies.
KARAKTERISTIK JASA KESEHATAN DAN IMPLIKASINYA TERHADAP STRATEGI PEMASARAN RUMAH SAKIT: A SYSTEMATIC LITERATURE REVIEW Ashfi Millati; Felicia Kusuma; Jeanny Kristin; Merdayana Merdayana; Raya Esy Pantiarti; Acep Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.326

Abstract

Healthcare service characteristics have implications for service management and hospital marketing strategies. This systematic literature review aimed to analyze healthcare service characteristics, including intangibility, inseparability, heterogeneity, and perishability, and to identify their implications for hospital marketing strategies based on the 7P service marketing mix. Literature was searched through PubMed and Google Scholar using search strategies covering terms related to service characteristics, healthcare or hospital services, and marketing. The search was conducted on September 8, 2026, with restrictions to English-language publications from the previous 10 years. A total of 84 records were identified, comprising 54 records from PubMed and 30 from Google Scholar. Following screening and eligibility assessment, two studies met the inclusion criteria and were included in the final synthesis. The synthesis showed that intangibility was primarily associated with Product, Promotion, and Physical Evidence. Inseparability was associated with People and Process, whereas heterogeneity was associated with People, Process, and Promotion. Perishability was associated with Place and Process. Evidence regarding Price remained limited and conceptual in nature. These findings indicate that the four service characteristics do not have uniform implications across all elements of the 7P marketing mix but demonstrate different relationships according to the characteristics of the services. The main limitations of this review were the limited number of studies meeting the inclusion criteria and differences in service contexts among the available studies. Further empirical research across various hospital contexts is needed to clarify the relationships between healthcare service characteristics and each element of the 7P marketing strategy.
KUALITAS PELAYANAN RUMAH SAKIT DAN KEPUASAN PASIEN: TINJAUAN LITERATUR BERBASIS SERVQUAL Ni Putu Novita Pradnyani; Putri Giani Purnamasari; Ivana Yolanda; Kevin Gunawan; Melvyanti Nur Fauziah; Acep Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.327

Abstract

Healthcare service quality is a strategic determinant of patient satisfaction, trust, and continuity of care. This article reviews recent evidence on hospital service quality using the SERVQUAL framework and a broader patient-centred quality perspective. A structured literature review was conducted by identifying relevant peer-reviewed studies and authoritative quality frameworks published mainly during 2016–2026, with seminal SERVQUAL and quality-assessment references retained as theoretical foundations. The synthesis shows that reliability, responsiveness, assurance, empathy, and tangibles remain useful dimensions for evaluating patients’ perceptions of service quality; however, the literature indicates that patient experience is also shaped by communication, waiting time, staffing, organisational factors, care coordination, and the broader service environment. Indonesian studies generally report a positive association between better service quality and patient satisfaction, while international systematic reviews demonstrate persistent gaps between patient expectations and perceived performance in several settings. The findings imply that hospitals should combine periodic SERVQUAL-based measurement with patient-experience indicators, process data, and continuous quality-improvement actions. Service quality management should therefore be integrated into clinical, operational, and organisational decision-making rather than treated as a one-time satisfaction survey. Keywords: hospital service quality; patient satisfaction; SERVQUAL; patient experience; healthcare quality
ANALISIS KUALITAS PELAYANAN POLIKLINIK PARU MENGGUNAKAN ADAPTASI SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS Iskandar Zulkarnaen; Ade Sudrajat; Mira Veranita; Dyah Bayu Framesthi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.328

Abstract

Service quality is an important factor in shaping patients’ experiences and trust in healthcare facilities. This study aims to analyze the gap between patients’ expectations and perceived service performance and to identify priorities for improving service quality at the Pulmonary Clinic of Jasa Kartini Hospital, Tasikmalaya City. This study employed a descriptive survey with a quantitative approach. Data were collected in November 2025 from 50 patients using a questionnaire measuring 18 service attributes across six dimensions of service quality: tangibles, accessibility, competence, reliability, comfort, and assurance. The data were analyzed using SERVQUAL and Importance Performance Analysis (IPA). The results showed that the average patient expectation score was 4.46, while the perceived performance score was 4.37, resulting in an overall service quality gap of -0.09. Two attributes were identified as the highest priorities for improvement: parking availability, with a gap of -0.86, and the ability to maintain patient privacy, with a gap of -0.62. Fifteen attributes were positioned in Quadrant B, while one attribute was located in Quadrant D. The study recommends optimizing parking management, strengthening patient privacy protection, and maintaining service attributes that already demonstrate good performance.
RUMAH SAKIT SEBAGAI PRODUK JASA: INTEGRASI KARAKTERISTIK JASA, KUALITAS PELAYANAN, DAN PENCIPTAAN NILAI BAGI PASIEN Albertus Dimas Aji Putra; Andi Yunita Himawan; Muhammad Rifqi Al-Azim; Saleh Muhammad Drehem; Widya Ayu Shantika; A. Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.332

Abstract

Hospitals are healthcare service organizations that generate value primarily through service processes, professional interactions, patient experiences, and health outcomes. This article aims to analyze hospitals as service products by integrating concepts such as service characteristics, service quality, patient experience and satisfaction, perceived value, and co-creation of value. The study employs a narrative literature review of scientific publications from the 2021–2026 period relevant to the topic. The synthesis reveals that the inherent nature of services—characterized by intangibility, inseparability of production and consumption, variability, and perishability—influences capacity management, process standardization, healthcare professional interactions, and the physical evidence of service delivery. Hospital service quality is shaped by reliability, responsiveness, assurance, empathy, physical aspects, process quality, communication, the service environment, and patient engagement. The literature also highlights the links between service quality and patient experience, perceived value, satisfaction, revisit intentions, and recommendations. It is concluded that hospitals must be managed as integrated service systems that sustainably align clinical quality, patient experience, human resource capabilities, digital services, and value co-creation.
THE SERVICE PROFIT CHAIN DALAM ORGANISASI RUMAH SAKIT: SYSTEMATIC LITERATURE REVIEW TENTANG HUBUNGAN KEPUASAN KARYAWAN, KUALITAS PELAYANAN, DAN LOYALITAS PASIEN Lana Asfaradilla; Febryanti Febryanti; Retno Sulistianingsih; Dana Rizky Afina Rahma; Hanna Maria Binsyowi Ondi; Eveline Hongo; Acep Rohendi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.334

Abstract

The Service Profit Chain (SPC) describes a sequence from internal service quality and employee satisfaction to service value, patient satisfaction and loyalty, and organizational performance. Evidence for each link in hospitals has not been mapped systematically by pathway. To synthesize empirical evidence on employee satisfaction, service quality, patient satisfaction, and patient loyalty within the SPC framework. A systematic literature review following PRISMA 2020 was conducted using 34 queries across web-indexed sources on 21 September 2026. Thirty-seven reports were included: 31 empirical studies, 5 systematic reviews/meta-analyses, and 1 conceptual analysis. Empirical studies were appraised using three criteria adapted from MMAT 2018 and synthesized narratively. Asia contributed 74.2% of empirical studies, yet only 3 of 23 Asian studies (13.0%) included the employee side. No study measured all SPC components. Service quality was positively associated with patient satisfaction in 15 studies and patient satisfaction with loyalty in 14 studies. Employee-side relationships with patient outcomes were positive in 7 studies, although outcome measures varied. Only 3 studies examined loyalty and organizational performance, with inconsistent findings. Evidence is most consistent on the patient side, whereas the internal employee link and organizational performance link remain under-tested. A hospital SPC adaptation should incorporate trust as a mediator, employee well-being as an internal construct, contextual moderators, and feedback from performance to internal investment.
ETIKA BISNIS DI ERA DIGITAL: TANTANGAN DAN STRATEGI MEMBANGUN KEPERCAYAAN KONSUMEN Elyana Hutahaean; Gunardi Gunardi; Hendriady de Keizer
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.336

Abstract

Digital transformation expands market access and enables personalized services, yet it also creates ethical risks that consumers often cannot see, such as opaque data practices, manipulative interfaces, algorithmic bias, fake reviews, and misleading green claims. This study aims to identify the main business-ethics challenges in digital interactions and to formulate strategies for building consumer trust. An integrative literature review with a structured search was conducted, producing an analytical corpus of 41 traceable sources consisting of peer-reviewed articles, academic books, official reports, and Indonesian regulations. The synthesis identifies five challenges: data privacy and security, dark patterns, algorithmic bias and opacity, review manipulation and covert marketing, and digital greenwashing. Ethical digital practices function as behavioral signals that shape perceived ability, benevolence, and integrity, which in turn underpin consumer trust and long-term relationship intentions. Five strategies are proposed: privacy by design, meaningful algorithmic transparency, accountable data governance, an internalized digital code of ethics, and honest crisis communication. The study contributes an integrated conceptual model with seven research propositions and auditable implementation indicators. Future research should test the propositions empirically among Indonesian digital consumers.
DAMPAK ADOPSI KECERDASAN BUATAN TERHADAP INOVASI MODEL BISNIS PERUSAHAAN DIGITAL: PERAN KAPABILITAS DINAMIS Limbert Hutahaean; Gunardi Gunardi; Priatna Kesumah
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 2 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i2.337

Abstract

Artificial intelligence (AI) adoption is reshaping how digital companies create, deliver, and capture value, yet its effect on business model innovation (BMI) is neither automatic nor uniform. This study aims to explain the mechanisms through which AI adoption drives BMI in digital companies. Using a conceptual literature review designed as a theory synthesis, the study integrates 23 peer-reviewed articles published between 2017 and 2024 on AI capability, business model innovation, digital transformation, and dynamic capabilities. The synthesis shows that AI affects all four business model dimensions: it personalizes the value proposition, combines automation and augmentation in value creation, automates and scales value delivery, and opens data-driven revenue and cost mechanisms for value capture. These effects materialize when AI adoption is converted into AI capability and orchestrated through sensing, seizing, and reconfiguring capabilities, whereas weak data governance, skill gaps, and micro-level organizational barriers can inhibit them. The study proposes an integrative framework and five research propositions linking AI adoption, AI capability, dynamic capabilities, and BMI. Digital companies are advised to evaluate AI investments by their contribution to business model change and to build data governance, talent, and cross-functional coordination alongside the technology.

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