Articles

The Effect of Service Quality and Commitment to Quality on Patient Satisfaction and Word of Mouth Intention in the Regional General Hospital of Tamiang Layang Barito Timur Regency

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This study aims to examine the effect of service quality and commitment to quality on patient satisfaction and word of mouth intention as intervening variables in patients at the Tamiang Layang Regional General Hospital, East Barito Regency. The population in this study were 122 inpatients in the rose and jasmine rooms, the data were taken from questionnaires distributed to respondents. Data were analyzed using SmartPLS Version 3. The results of this study are Service Quality has an effect on patient satisfaction, Commitment to quality has an effect on patient satisfaction, Service quality has an effect on Word Of Mouth Intention, Commitment to quality has an effect on Word Of Mouth Intention, Patient satisfaction has an effect on Word Of Mouth Intention Regional General Hospital Tamiang Layang, East Barito Regency.

Public Service Mall as an Effort to Improve Public Service Quality in Semarang City

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Public service is an inherent obligation of the state to its citizens, as clearly regulated in the Constitution of the Republic of Indonesia (1945). The enhancement of public service quality must be conducted promptly, easily, affordably, safely, and comfortably for the community. This study aimed to identify and analyze the management of public services carried out in an integrated manner for all types of services in one place through the establishment of a Public Service Mall (PSM). A normative (doctrinal) approach was used, and qualitative descriptive analysis serves to describe or provide an overview of the researched object as it is, without intending to draw conclusions that apply universally. The research results indicate that the establishment of the Public Service Mall in Semarang City is a manifestation of the commitment of the Semarang City Government to establish adaptive policies in responding to the community’s needs for service convenience, achieved through innovation, integration, and bureaucratic reform.

The Influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement in the Blud Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency

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The Influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement in the BLUD Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency. This study aims to examine the influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement as intervening variables in the Family of Patients Installed in the BLUD Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency. The population in this study was 118 people, data was taken from questionnaires distributed to respondents. Data were analyzed using SmartPLS Version 3. The results of the study explained that the Total Service Quality Strategy (TQS) had a positive and significant effect on patient satisfaction, Pharmacy Service Quality had a positive and significant effect on patient satisfaction, the Total Service Quality Strategy (TQS) had a positive and significant effect on patient family involvement, Pharmacy Service Quality has a positive and significant influence on patient family involvement, Patient satisfaction has a positive and significant influence on patient family involvement, patient satisfaction mediates the influence of Total Service Quality Strategy (TQS) on patient family involvement, Patient satisfaction mediates the influence of service quality pharmacy towards the involvement of patient families in the BLUD pharmacy installation at Tamiang Layang Regional General Hospital, East Barito Regency.

The Effect of Service Quality and Student Satisfaction on Word of Mouth: Sekolah Tinggi Ilmu Manajemen IMMI Jakarta

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This research aims to examine the influence of service quality and student satisfaction on word of mouth. The research population is all Sekolah Tinggi Manajemen IMMI students actively studying in the even semester of the 2022–2023 academic year. The research sample size was 357 students and was taken using the convenience sampling method. Primary data collection uses a Google Form questionnaire. The path analysis model was used to test three research hypothesis formulations. The research results prove: (a) service quality has a strong and significant positive effect on word of mouth; (b) service quality has a very strong and significant positive effect on student satisfaction; and (c) student satisfaction has a weak and significant positive effect on word of mouth. In the structure of the multiple linear regression model, with word of mouth as the dependent variable, the coefficient of determination (R2) is 58.30%.

Developing Marketing Strategy Initiatives to Enhance Customer Acquisition and Customer Retention for MedTech Startup (Case Study: Riliv)

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In response to increased consumption, the MedTech market in Indonesia, which includes applications for mental health services, has experienced phenomenal growth. However, customer acquisition and retention have emerged as significant obstacles for businesses such as Riliv, a prominent mental health service application. This study seeks to identify the factors that influence and improve Riliv user acquisition and retention among non-users, current users, and former users. A quantitative research strategy employing descriptive statistics and a non-probability sample of 200 respondents were utilized. To capture data, the Likert scale questionnaire was distributed online. The research included both internal and external analyses (STP, 7Ps of the marketing mix, and VRIO) as well as PESTEL, Porter’s Five Forces, competitor, and customer analyses. The SWOT and TOWS analyses were then conducted. The findings highlight the importance of effective promotional activities, competitive pricing, and superior product quality and service in attracting and retaining Riliv users. Increasing brand recognition, enhancing product attributes, and ensuring service quality have been identified as crucial factors positively influencing consumer acquisition and retention. Riliv can implement strategic marketing initiatives such as targeted advertising, influencer collaborations, refined messaging, content marketing, personalized experiences, trial periods, referral programs, and continuous engagement in order to overcome these obstacles. By adopting these strategies, Riliv can position itself as a dependable online mental health services provider and accomplish sustainable growth in the highly competitive MedTech industry.

Process Business And External Environment In Mattering Service Quality: The Moderator of Knowledge Management

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This quantitative study investigates the connections between knowledge management, business processes, and service quality. The study examines how corporate procedures directly affect service quality and how the outside environment affects it. It also looks into how knowledge management affects business processes and customer service quality. A sample of the medical industry in Tangerang City, Indonesia, received surveys, and 12 complete replies were examined. The results show that while the external environment significantly affects service quality, business practices do not directly influence it. The relationship between business processes and service quality is moderated by knowledge management, underscoring the significance of efficiently utilising organisational knowledge resources. These results point to the necessity of a comprehensive service quality improvement strategy that considers outside variables and employs efficient knowledge management techniques. Future research should overcome drawbacks like sample biases and explore these correlations using a variety of approaches and larger samples.

Analysis of Quality and Implementation of Sharia Financial Services Based on Financial Technology in Indonesia

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Technology development is increasing, marked by the increasing internet use in society. In addition, with technological advances, now many people shop for their needs through marketplaces. This study aims to describe the implementation of Fintech in Indonesia as a process of facing the digital era and quickly capturing opportunities in developing product market share. The type of research that researchers use is field research with qualitative descriptive methods. This research shows that technology services can make it easier for customers to carry out various transactions. It is proven by the number of users of the data sharia service feature who activate the service. From several acknowledgments of customers who use the data Sharia peer-to-peer lending feature, they feel accommodating with it without the sin of usury—the implementation of Sharia financial services carried out by corporate follows Islamic principles and achieves to make it easier for customers.

Solutions on Service Quality to Improve the Satisfaction of Individual Customers at Ba Ria Vung Tau Electricity Company

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The study was carried out to test the theoretical model between service quality components and individual customer satisfaction at Ba Ria Vung Tau Electricity Company. From the obtained results, the study provides managerial implications for leaders to improve service quality in order to increase individual customer satisfaction. The study used qualitative research method combined with quantitative research. Qualitative research method (group discussion) is to adjust and supplement the scale of research concepts. Quantitative research method is to check reliability, allowable value (unidirectionality, uniqueness and convergent value), and test research hypothesis by AMOS-SEM analysis method. Research results show that service quality has a positive relationship with customer satisfaction, including:(β = 0.69; p = 0.000 < 0.01).The research results give meaning to the leaders of Ba Ria Vung Tau Electricity Company in improving service quality in order to increase the satisfaction of individual customers. Finally, some limitations and directions for further research are mentioned.

Measurement of Service Quality Perception, Customer Satisfaction, and Customer Loyalty in PT Medika Antapani

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Indonesia had 11,347 clinics in 2020, 10,238 Pratama, and 1,109 Utama. West Java Province had the most clinics in 2021, with 6,572 Pratama and 1,042 Utama. Private Bandung public health provider PT. Medika Antapani 2020–2021 customer visits decreased. Pratama clinics in Kiaracondong have almost doubled to 15 clinics, giving cash clients many options. To compete, health services must constantly improve service quality to satisfy customers and build loyalty.

This research helps PT. Medika Antapani meet customer service needs. The author uses a descriptive and causal research design. The author distributes Likert scale questionnaires to 200 respondents who meet the criteria. According to a descriptive analysis of 200 respondents, most are male, 60-74 years old, live in Cisaranten Endah, are employees, and use general practitioner services. The total average for causal analysis was 3,088, 3,127, and 2.93 for service quality, satisfaction, and loyalty. Satisfaction and service quality affect loyalty by 84.1%.

Service quality improvements are needed in PT Medika Antapani for addressing six areas, including low scores on the latest equipment, recruiting Ob-Gyn doctors, and providing reminder messages. For future recommendations, PT Medika Antapani must evaluate its services to maintain quality and develop in areas service users need.

Pregnant Women’s Satisfaction with Antenatal Care (ANC) Services at Puriala Public Health Center, Konawe District

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Background: Quality health services are Public health Center that can provide satisfaction for every user of health services in accordance with the level of satisfaction of the average population, the implementation of which is in accordance with established professional standards and ethical codes. Fulfilling customer expectations for satisfactory quality of health services is one of the biggest challenges in providing health services. This study aims to determine the factors related to the level of satisfaction of pregnant women with Antenatal Care (ANC) services at the Puriala Public Health Center, Konawe Regency, in 2022.

Method: This research is an analytic survey research with a cross sectional study approach. The sample of this research is 68 with the sampling technique that is Accidental Sampling. Data analysis techniques with univariate and bivariate using the Chi-Square test.

Results: The results of the Chi-Square statistical test at the 95% confidence level (0.05) showed that p value = 1,000 so that p value = <0.05, bivariate analysis obtained reliability (p value = 0.001), responsiveness (p value = 0.218), empathy (p value = 0.022), assurance (p value = 0.945), and tangibles (p value = 0.006).

Conclusion: There is no relationship between satisfaction of pregnant women with responsiveness and assurance, while there is a relationship between satisfaction of pregnant women with reliability, empathy, and tangibles.