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PENGARUH KUALITAS PELAYANAN DAN PERCEIVED QUALITY TERHADAP KEPUASAN PASIEN BPJS-KESEHATAN RAWAT JALAN RSUD BAYU ASIH PURWAKARTA Mardiana, Lina Aliyani; Aritonang, Aritonang; Derriawan, Derriawan
Medika Tadulako: Jurnal Ilmiah Kedokteran Fakultas Kedokteran dan Ilmu Kesehatan Vol 6, No 2 (2019)
Publisher : Medika Tadulako: Jurnal Ilmiah Kedokteran Fakultas Kedokteran dan Ilmu Kesehatan

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Abstract

ABSTRACTThe research was conducted to determine the effect of Service Quality on Patient Satisfaction, the influence of Service Quality on Perceived Quality and the influence of Perceived Quality on Patient Satisfaction, as well as the picture/impression of patients towards Bayu Asih Hospital, especially BPJS-Outpatient Health patients. Questionnaires with closed statements as research instruments, and samples in the study were 150 respondents. The data analysis technique uses the SEM (Structural Equation Modeling) method with the help of SPSS 24 for Windows and AMOS 4.0 programs. The results showed that Service Quality has positive and significant effect on Patient Satisfaction (P=0.013 (<0.05) and coefficient of 0.0439). This means that the higher the value of Service Quality will affect the high value of Patient Satisfaction. Service Quality has positive and significant influence on Perceived Quality (P=0,000 (<0.05) and coefficient of 0.926). This means that the higher the value of Service Quality will affect the high value of Perceived Quality. Perceived Quality has positive and significant influence on Patient Satisfaction (P=0.002 (<0.05) and coefficient of 0.543). This means that the higher the value of the Perceived Quality will affect the high value of Patient Satisfaction. The patient's image/impression on the Bayu Asih Hospital is quite good, has a moderate value, with an average score of 3.30, seen from the speed of service, the friendliness and professionalism of the officers, outpatient facilities, availability and completeness of diagnostic support, accuracy service time, suitability of procedures and accuracy of officer decision making. Keywords: Service Quality, Perceived Quality, Patient Satisfaction. ABSTRAKPenelitian dilakukan untuk mengetahui pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien, pengaruh Kualitas Pelayanan terhadap Perceived Quality dan pengaruh Perceived Quality terhadap Kepuasan Pasien, serta Gambaran/Kesan pasien terhadap RSUD Bayu Asih, khususnya pasien BPJS-Kesehatan Rawat Jalan. Kuesioner dengan pernyataan tertutup sebagai instrument penelitian, dan sampel dalam penelitian sebanyak 150 responden. Teknik analisis data menggunakan Metode SEM (Structural Equation Modeling) dengan bantuan program SPSS 24 for windows dan AMOS 4.0. Hasil penelitian menunjukan bahwa Kualitas Pelayanan berpengaruh positif dan signifikan terhadap  Kepuasan Pasien, dengan P=0,013 (<0,05) dan nilai koefisien sebesar 0,0439. Hal ini berarti semakin tinggi nilai Kualitas Pelayanan akan mempengaruhi tingginya nilai Kepuasan Pasien. Kualitas Pelayanan mempunyai pengaruh positif dan signifikan terhadap terhadap Perceived Quality dengan P=0,000 (<0,05) dan nilai koefisien sebesar 0,926. Hal ini berarti semakin tinggi nilai Kualitas Pelayanan akan mempengaruhi tingginya nilai Perceived Quality. Perceived Quality mempunyai pengaruh positif dan signifikan terhadap Kepuasan Pasien dengan P=0,002 (<0,05) dan nilai koefisien sebesar 0,543. Hal ini berarti semakin tinggi nilai Perceived Quality akan mempengaruhi tingginya nilai Kepuasan Pasien. Gambaran/Kesan pasien terhadap RSUD Bayu Asih cukup baik, memilki nilai sedang, dengan skor rata-rata 3,30, Gambaran/Kesan pasien dilihat dari kecepatan pelayanan, keramahan dan profesionalisme petugas, fasilitas rawat jalan, ketersediaan dan kelengkapan alat penunjang diagnosa, ketepatan waktu layanan, kesesuaian prosedur dan ketepatan pengambilan keputusan petugas. Kata Kunci: Kualitas Pelayanan, Perceived Quality, Kepuasan Pasien.
PENGARUH EKSPERIENTIAL PEMASARAN DAN IKLAN TERHADAP KESADARAN MEREK SERTA DAMPAKNYA KEPADA KEPUTUSAN PEMBELIAN VAPE MEREK TESLA INVALDER PRODUK ENDS Sinaga, Alex Handani; Sampurno, Sampurno; Derriawan, Derriawan
Medika Tadulako: Jurnal Ilmiah Kedokteran Fakultas Kedokteran dan Ilmu Kesehatan Vol 6, No 3 (2019)
Publisher : Medika Tadulako: Jurnal Ilmiah Kedokteran Fakultas Kedokteran dan Ilmu Kesehatan

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ABSTRACTWith the development of technology, companies engaged in e-cigarettes always change the marketing target of their products including steam products. In terms of marketing targets, according to Prescient & Strategic Intelligence (2018) "The global e-cigarette market that received $ 13,899.9 million in 2017 and estimates the value of CAGR will move by 19.6% during 2018-2023". Based on electronic cigarette users in Indonesia according to the report of the Global Adult Tobacco Survey: Indonesia Trouble (GATS) in the book tobacco use Indonesia (2012) data shows that in adults, the contribution of e-cigarettes in Indonesia in 2011 reached (10.90% ) but only (0.3%) uses the product. The design of this study is a case study with quantitative evaluations carried out by collecting data and information to obtain patterns of consumer relationships with questionnaires, and analyzing statistical data with (SEM Software Amos 19 test), with the aim to test hypotheses that have been provided.  The trend of using Invalder vape tesla in the city of Jakarta about experimental marketing variables on brand awareness = 0.005; advertising variables on brand awareness p = 0.024 and brand awareness variables on purchasing decisions p = 0.00 conversely the marketing experiential variable on purchasing decisions is not significantly significant p = 0.789, and the advertising variable on buying decisions p = 0.237. Based on the value of the Goodness Of Fit criteria, a Chi-square value of 0.060 is obtained, a GFI value of 0.915 from the standard> 0.90, an NFI value of 0.844 from the standard of <0.90 and a TLI value of 0.910, from a standard> 0.90 so that it can be obtained the developed model is acceptable (Fit). Keywords : Experiential Marketing, Advertising, Brand Awareness, and Invalder Vape Tesla Purchasing Decisions ABSTRAK Dengan perkembangan tekhnologi maka perusahaan yang bergerak dibidang e-rokok selalu memperhitungkan target pemasaran produknya termasuk produk vapor. Dari segi target pemasaran, menurut Prescient & Strategic Intelligance (2018), menyatakan ?Pasar e-rokok global dihargai $ 13.899,9 juta pada 2017 dan diperkirakan nilai CAGR akan mengalami inflasi sebesar 19,6% selama 2018-2023?. Berdasarkan pengguna rokok elektronik di Indonesia menurut  laporan Global Adult Tobacco Survey: Indonesia Repot (GATS) dalam buku tobacco use Indonesia (2012) data menunjukkan pada orang dewasa proporsi e-rokok yang ada di Indonesia mencapai pada tahun 2011 mencapai (10,90%) namun hanya (0,3%) yang menggunakan produk tersebut. Desain penelitian ini adalah penelitan kasualitas dengan pendekatan secara kuantitatif dilakukan dengan cara pengumpulan data dan informasi untuk memperoleh pola perilaku konsumen berupa kuisioner, dan analisa data bersifat statistika dengan (uji SEM Sofwere Amos 19), dengan tujuan untuk menguji hipotesis yang telah ditetapkan. Tren penggunaan vape tesla Invalder di kota Jakarta secara langsung dipengaruhi oleh variabel eksperiental pemasaran terhadap kesadaran merek = 0.005; variabel iklan terhadap kesadaran merek p= 0,024 dan variabel kesadaran merek terhadap keputusan pembelian p= 0.00 sebaliknya variabel ekperiental pemasaran terhadap keputusan pembelian tidak berpengaruh secara signifikan p = 0,789, dan variabel iklan terhadap keputusan pemebelian p = 0,237. Berdasarkan nilai kriteria Goodness Of Fit  diperoleh nilai Chi square sebesar 0,060, nilai GFI sebesar 0,915 dari standar >0,90, nilai NFI sebesar 0,844 dari standar sebesar < 0,90 dan nilai TLI sebesar 0,910, dari standar > 0,90 sehingga dapat dikatakan bahwa model yang dikembangkan dapat diterima (Fit).Kata kunci : Eksperiental Pemasaran, Iklan, Kesadran Merek dan Keputusan Pembelian Vape tesla Invalder
DAMPAK UTILITARIAN VALUE DAN EXPERIENTIAL MARKETING TERHADAP CUSTOMER SATISFACTION DAN REVISIT INTENTION Wulanjani, Harimurti; Derriawan, Derriawan
Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT Vol 2 No 2 (2017)
Publisher : Economic Faculty, Attahiriyah Islamic University

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This research was conducted in the Restaurant area of Taman Kencana Bogor Restaurant with a view to determining whether the attribute Experiential Marketing and Food Quality on Customer Satisfaction, which in the end as a determinant Revisit Intention Customers in Region Restaurants Taman Kencana Bogor. The method used is a descriptive quantitative method, samples of this study were 200 respondents as the basic criteria for SEM, all the respondent collected by purposive sampling. These results indicate that the variable Experential Marketing and Food Quality has a positive and significant impact on Customer Satisfaction, as well as variable Experiential Marketing, Food Quality and Customer Satisfaction after testing has a positive and significant effect on the variable Revisit Intention. Keywords: revisit intention, experiential marketing, food quality, customer satisfaction
ANALISIS FAKTOR-FAKTOR DALAM MENINGKATKAN DAYA SAING INDUSTRI KECIL MENENGAH DI TANGERANG SELATAN (STUDI KASUS : IKM SEPATU) Supriyadi, Edy; Merawaty, Endang Etty; Derriawan, Derriawan; Salim, Fachrudin
Jurnal Kawistara Vol 7, No 2 (2017)
Publisher : Sekolah Pascasarjana UGM

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The purpose of reserarch to determine the impact of condition factors, demand conditions, corporate strategy and competition, related industries and supporters, the role of government, the opportunity factor for competitiveness and productivity of Small Industry’s Shoes and also to know the development strategy of Small Industry’s Shoes in Tangerang District. The population in this research is the small Industry of the Textile, Leather, Footwear, and Multifarious Industry Sector at the Footwear Industry of the Sub-Sector in small industry’s Shoes located in Cikupa Tangerang Regency. The, total includes of 54 small industry’s Shoes consisting of 12 Sport Shoes Industry and 42 Shoes Industry Daily needs. In this case, the respondents are all the owner small industry’s shoe. Endogenous Variables are Competitiveness, while exogenous variables include, Condition Factor, Demand Condition, Industrial Strategy and Competitor, Related and Supporting Industries, The results this research found that there are any significant difference among Condition Factors, Demand Factors, Supporting and Related Industries, Opportunity Factors, Industry Strategy and Competition, Opportunity Factors and Government role toward Competitiveness
PENGARUH KOMUNIKASI, INFORMASI DAN EDUKASI (KIE); KUALITAS PELAYANAN; DAN LOKASI TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA TERHADAP LOYALITAS PELANGGAN APOTEK DI KOTA TANGERANG Abdul Rahman, Reza Ismail; Sarnianto, Prih; Derriawan, Derriawan
Medika Tadulako: Jurnal Ilmiah Kedokteran Fakultas Kedokteran dan Ilmu Kesehatan Vol 6, No 2 (2019)
Publisher : Medika Tadulako: Jurnal Ilmiah Kedokteran Fakultas Kedokteran dan Ilmu Kesehatan

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ABSTRACTThe decline in drug sales that has occurred since the adoption of the National Health Insurance (JKN) requires pharmacies to develop better marketing strategies to increase customer satisfaction and loyalty. This study is intended to look at marketing factors related to communication, information and education (KIE), service quality and pharmacy location on customer satisfaction and their impact on customer loyalty. From the results of this study it can be concluded that the variables of communication, information and education (KIE) and service quality each have a significant positive effect of 40% in increasing customer satisfaction, and location variables have a significant positive effect of 13% on customer satisfaction. Meanwhile, the variable customer satisfaction has a significant positive effect of 90% on customer loyalty. Keywords: KIE, Customer Satisfaction, Customer Loyalty, Structural Equation Modeling (SEM) ABSTRAK Penurunan penjualan obat yang terjadi sejak penerapan Jaminan Kesehatan Nasional (JKN) mengharuskan apotek untuk mengembangkan strategi pemasaran yang lebih baik untuk meningkatkan kepuasan dan loyalitas pelanggan. Penelitian ini dimaksudkan untuk melihat faktor pemasaran terkait komunikasi, informasi dan edukasi (KIE), kualitas pelayanan dan lokasi apotek terhadap kepuasan pelanggan serta dampaknya terhadap loyalitas pelanggan. Dari hasil penelitian ini dapat disimpulkan bahwa variabel komunikasi, informasi dan edukasi (KIE) serta kualitas pelayanan  masing-masing memiliki pengaruh positif signifikan sebesar 40% dalam meningkatkan kepuasan pelanggan, dan variabel lokasi memiliki pengaruh positif signifikan sebesar 13% terhadap kepuasan pelanggan. Sementara itu, variabel kepuasan pelanggan memiliki pengaruh positif signifikan sebesar 90% terhadap loyalitas pelanggan. Kata kunci: KIE, Kepuasan Pelanggan, Loyalitas Pelanggan, Structural Equation Modelling (SEM) 
Inovasi UMKM Boga Tradisional Dalam Mencapai Keunggulan Bersaing Noor, Laili Savitri; Derriawan, Derriawan; Soebagyo, Soebagyo
JRB-Jurnal Riset Bisnis Vol 2 No 1 (2018)
Publisher : Fakultas Ekonomi Dan Bisnis Universitas Pancasila

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Empowerment of Small and Medium Enterprises (SMEs) becomes very strategic, because of its huge&nbsp;potential in driving the economic activities of the community and at the same time being the foundation&nbsp;of the income sources of some people in improving their welfare. But there are still many problems faced by Indonesian SMEs, some of which include competitiveness of MSMEs in national and global&nbsp;markets. The low competitiveness of these SMEs as expressed by Kumorotomo (2008), is due to the&nbsp;large number of problems in the development of MSMEs, such as financing, marketing, management&nbsp;and development of Human Resources (HR), and production efficiency and innovation. Where&nbsp;organizations that have advantages can be pursued through product and service innovation. The&nbsp;specific objective in this study is to produce an innovation model for MSMEs that produce traditional&nbsp;regional food products, so that they can help them find strategies to win the competition. This SMEs&nbsp;innovation model is carried out through innovation so that it can have an influence on improving thecompetitiveness of SMEs, especially traditional food producers in Jakarta.&nbsp;