Jurnal Bisnis, Manajemen, dan Ekonomi

Pengaruh Ketepatan Waktu Karyawan, Sistem Antrean, dan Kualitas Fasilitas Klinik Terhadap Kepuasan Pasien Melalui Technology Acceptance Model

Yanuar Ermawati — 2026-10-09

This study analyzes the influence of employee punctuality, the queuing system, and clinic facility quality on patient satisfaction, both directly and through the Technology Acceptance Model (TAM) as a mediating variable. This study used a quantitative, cross-sectional design. We selected 115 patients from Glaria Bandung Main Clinic using purposive sampling based on established criteria. Data were collected using 1–5 Likert-scale questionnaires and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS software. The results indicate that employee punctuality, the queuing system, and clinic facility quality positively and significantly affect patient satisfaction. These three variables also positively and significantly influence TAM. Furthermore, TAM positively and significantly affects patient satisfaction, with a path coefficient of 0.604. Tests of indirect effects reveal that TAM mediates the relationships between employee punctuality, the queuing system, and clinic facility quality and patient satisfaction. The strongest indirect effect was observed regarding clinic facility quality on patient satisfaction, mediated by TAM. These findings suggest that improving patient satisfaction requires managing staff punctuality, improving queuing systems, providing adequate facilities, and implementing service technologies perceived as useful and easy to use.

Pengaruh Kedisiplinan Kerja dan Hubungan Antar Karyawan terhadap Komitmen Kerja yang Dimediasi oleh Kesejahteraan Emosional Tenaga Kesehatan di Klinik Utama Tirta Medical Centre (TMC) Derawan

Joda Isham Satriadi — 2026-10-09

Healthcare workers’ work commitment is rarely shaped by a single factor. This study examines work discipline and employee relationships as two supporting factors, with emotional well-being serving as a connecting mechanism between them and work commitment. The study was conducted at Klinik Utama Tirta Medical Centre (TMC) Derawan, a private clinic in Berau Regency that operates a 24-hour emergency department, a maternity unit, and several specialist services. A census of 69 healthcare workers was conducted using an online five-point Likert-scale questionnaire, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The results show that both work discipline and employee relationships significantly strengthen work commitment and emotional well-being, while emotional well-being also significantly strengthens work commitment. For work discipline, emotional well-being serves as the only pathway to work commitment, indicating full mediation; for employee relationships, emotional well-being provides an additional pathway, indicating partial mediation. All measurement and structural model criteria were met (SRMR = 0.070; R² = 0.854 for work commitment and 0.734 for emotional well-being; Q² = 0.498). The findings imply that clinic management should strengthen work discipline, foster positive employee relationships, and provide sustained support for healthcare workers’ emotional well-being as complementary priorities for maintaining strong work commitmen

Pengendalian Turnover Pegawai Mitra pada RS X Manokwari untuk Optimalisasi Layanan Pasien

Ave Winni Pravita Paisey — 2026-10-12

Healthcare worker turnover is a human resource management issue that can disrupt workforce stability and continuity of hospital services. This condition has become a concern at RS X Manokwari because internal data show an increase in turnover among partner healthcare workers from 1.47% in 2021 to 24.28% in 2025. This study aims to identify the causes of turnover, explore management challenges in controlling turnover, and formulate control strategies appropriate to the context of RS X Manokwari. The study employed a descriptive qualitative design with a case study approach in one hospital. Participants comprised 71 people, including 39 partner employees who had resigned, 26 active healthcare workers who intended to leave, and key informants from ward and hospital management. Data were collected through in-depth interviews, descriptive forms completed by resigned employees, and internal document review. Data were analyzed through data reduction, coding, categorization, theme development, and interpretation, while credibility was examined through source and method triangulation. The findings identified four major groups of issues: compensation and workload, organizational support and governance, professional development, and contextual factors related to geographical conditions. Based on these findings, three strategic pillars were formulated: Retention Strategy, Engagement Strategy, and Development Strategy, implemented across short-, medium-, and long-term horizons. These strategies are managerial recommendations whose implementation effectiveness should be examined in future research

Pengaruh Kualitas Sumber Daya Manusia, Dukungan Organisasi, dan Ketepatan Teknologi pada Implementasi Sistem Informasi Manajemen terhadap Kepuasan Pengguna di Klinik DHM Center

Hetik Fatonah — 2026-10-14

This study examines the effects of human resource quality, organizational support, and technology suitability on user satisfaction with the Clinic Management Information System at DHM Center Clinic, using the Human, Organization, and Technology Fit (HOT-Fit) framework. This quantitative study used a descriptive-associative design and included all 35 active system users through total sampling. Data were collected using a five-point Likert-scale questionnaire and analyzed using multiple linear regression. The findings indicate that human resource quality, organizational support, and technology suitability each positively and significantly affect user satisfaction, both individually and jointly. Human resource quality is the strongest predictor, followed by technology suitability and organizational support. These findings support the relevance of the HOT-Fit framework for evaluating information system implementation in primary healthcare facilities, a context that has received less empirical attention than hospitals. Practically, improving user satisfaction requires simultaneous efforts to strengthen user competencies, organizational governance, and system performance.

Analisis Keberhasilan Implementasi Sistem Informasi Manajemen Rumah Sakit di Unit Rawat Inap RS Kasih Ibu Surakarta dengan Pendekatan Model for Mandatory Use of Software Technologies (MMUST)

Devieta Romadhon Saendardy — 2026-10-14

Hospital Management Information Systems (SIMRS) are mandatory in Indonesian hospitals, but their implementation does not always ensure optimal utilization by healthcare professionals. This study examines the success of SIMRS implementation in the inpatient unit of Kasih Ibu Hospital, Surakarta, using an adapted Model for Mandatory Use of Software Technologies (MMUST). We used an explanatory quantitative approach with a cross-sectional design. We collected data through Likert-scale questionnaires and analyzed them using Partial Least Squares Structural Equation Modeling (PLS-SEM). The measurement model met the reliability and convergent validity criteria. The findings support all four main hypotheses: Information Quality positively influences Information Satisfaction, Performance Expectancy positively influences Attitude, Attitude positively influences Use, and Use positively influences Overall Satisfaction. Exploratory analysis also reveals a positive direct effect of Information Quality on Attitude, whereas Information Satisfaction has no significant effect on Attitude. The model demonstrates weak-to-moderate explanatory power. These findings suggest that, in mandatory-use systems, user attitudes remain a key determinant of usage depth, while information quality contributes to both information satisfaction and user attitudes. Hospital management should therefore improve data quality while fostering positive attitudes toward SIMRS among healthcare professionals.

Pengaruh Psychological Safety terhadap Laporan Keselamatan Pasien dengan Mediasi Komitmen Organisasi di Rumah Sakit Muhammadiyah Sumatera Utara

Soripada Mulia — 2026-10-14

Penelitian ini bertujuan menganalisis pengaruh psychological safety (keamanan psikologis) terhadap komitmen organisasi dan laporan insiden keselamatan pasien pada tenaga kesehatan di Rumah Sakit Muhammadiyah Sumatera Utara, dengan komitmen organisasi sebagai variabel mediasi. Penelitian menggunakan pendekatan kuantitatif dengan desain cross-sectional terhadap 50 responden tenaga kesehatan yang dipilih melalui purposive sampling dari populasi 80 orang. Data diolah menggunakan JASP. Validitas instrumen diuji dengan korelasi Pearson product moment, sementara reliabilitas diuji menggunakan koefisien Cronbach’s Alpha. Seluruh item pada keenam konstruk dinyatakan valid, sedangkan lima dari enam konstruk dinyatakan reliabel (α ≥ 0,70). Pengujian hipotesis dilakukan melalui regresi linear dan uji mediasi klasik Baron dan Kenny, yang dikonfirmasi dengan bootstrapping 5.000 replikasi, serta diperkuat dengan pendekatan Structural Equation Modeling (SEM). Hasil penelitian menunjukkan psychological safety berpengaruh positif dan signifikan terhadap komitmen organisasi (a=0,598; p<0,001). Komitmen organisasi juga berpengaruh positif dan signifikan terhadap laporan keselamatan pasien (b=0,542; p<0,001). Sementara itu, psychological safety tidak berpengaruh langsung secara signifikan terhadap laporan keselamatan pasien setelah mengontrol komitmen organisasi (c’=0,239; p=0,059). Komitmen organisasi terbukti memediasi secara penuh pengaruh psychological safety terhadap laporan keselamatan pasien, dengan efek tidak langsung sebesar 0,324 dan bootstrap 95% CI [0,133; 0,546], yang tidak melewati nol. Temuan ini menunjukkan bahwa psychological safety berperan terhadap pelaporan keselamatan pasien melalui penguatan komitmen organisasi, bukan secara langsung. Manajemen rumah sakit perlu membangun iklim kerja yang aman secara psikologis sekaligus memperkuat ketiga dimensi komitmen organisasi untuk meningkatkan budaya pelaporan insiden.

Strategi Case Manager dalam Mendukung Pembentukan Citra Pelayanan Rawat Inap pada RSUD dr. Soeselo Kabupaten Tegal

Bulan Rucka Relli — 2026-10-14

Advances in information technology and increasing public expectations for service quality require hospitals to strengthen patient experience while building a positive service image. RSUD dr. Soeselo Kabupaten Tegal faces several challenges in inpatient services, including fluctuations in patient visits, limited interprofessional coordination, hardcopy-based service documentation, and limited human resources for case management. This study aims to analyze the implementation of case manager strategies, identify barriers, and analyze optimization efforts to support the formation of an inpatient service image at RSUD dr. Soeselo Kabupaten Tegal. The study employed a descriptive qualitative approach with a case study design. Data were collected through in-depth interviews, observation, participant observation, and documentation involving case managers, professional care providers, and patients or family members. Data were analyzed through transcription, data reduction, coding, categorization, theme identification, data presentation, and conclusion drawing, supported by triangulation of sources and techniques. SWOT analysis mapped internal and external factors affecting the implementation of case manager strategies. The findings show that case manager strategies are implemented through six main pillars: communication, coordination, intervention, advocacy, negotiation, and empowerment. These strategies support service coordination, continuity of care, patient education, and more personalized service. Key barriers include suboptimal interprofessional coordination, manual documentation, limited monitoring systems, workload, human resource constraints, and patient financing problems. Optimization efforts include strengthening patient and family education, service personalization, case manager competency development, documentation digitalization, and collaboration with the public relations team. The findings indicate that case manager strategies can support the formation of a positive hospital service image through coordination, continuity of care, communication, and patient experience, although stronger internal systems are still required.