The Effect of Quality Care on Patient Loyalty Mediated with Patient Satisfaction and Moderated by Age and Gender (Study in Outpatients at a Private Hospital)

An increasingly competitive business climate and changes in patient behavior, fostering hospital managers to pay more attention in regard to factors that could affect patient loyalty. Quality care is well known as a major contributor to patient loyalty. The purpose of this study is to examine the effect of quality care on patient loyalty with patient satisfaction as the mediating variable, while age and gender as the moderators. This research model was tested empirically in outpatients at a private hospital. The results demonstrate that quality care has a significant positive effect on patient loyalty. Several managerial implications were found for hospital management to increase patient loyalty, especially considering the gender of the patient in providing services

Antecedents of involvement in traditional food products in chinese food restaurants and its effect on customer intention

Purpose – On-site dining at restaurants can create a positive or negative feeling that affects customer attitudes, but this activity was affected by COVID-19 pandemic. After the pandemic has subsided, on-site dining behaviour began to recover, and restaurants need a competitive advantage to be successful. This study aims to analyse the factors that influence customers’ involvement with traditional Chinese food and whether this involvement with traditional Chinese food has an impact on intention to revisit and positive e-WOM. Design/Methodology/Approach – The study follows a quantitative approach based on the study’s framework. Data were collected through a survey using a purposive sampling method in five major cities in Indonesia, achieving a sample size of 221 respondents. PLS-SEM was used with SmartPLS™ version 3.3.3 to analyse the data obtained through the survey. Findings – The results show that food quality, nostalgia, convenience orientation, health involvement, involvement in luxury, and staff service have a positive relationship with involvement in traditional Chinese food, and that the involvement in traditional Chinese food itself has a significant influence on intention to revisit and positive e-WOM. Originality of the research – The study provides new insights and managerial implications for the involvement approach in the tourism industr

ANTESEDEN DAN KONSEKUENSI BRAND EXPERIENCE SEKOLAH SWASTA: STUDI EMPIRIS PERILAKU SISWA SMA XYZ DI MEDIA SOSIAL [ANTECEDENTS AND CONSEQUENCES OF PRIVATE SCHOOL BRAND EXPERIENCE: AN EMPIRICAL STUDY OF XYZ HIGH SCHOOL STUDENTS' BEHAVIOR ON SOCIAL MEDIA]

Technology, especially the internet, is becoming the main platform and source of learning, so students understand more about the internet and social media and this can be an experience they feel so that it is likely to be expressed on social media. Schools can see opportunities to be able to attract consumer attention with the existence of experience stories about their schools (Brand Experience) on social media through the behavior of students who write them. The purpose of this study is to examine the influence of private school Brand Experience antecedents and their consequences on the behavior of XYZ High School students on social media. The research methodology is quantitative with 196 XYZ school respondents in South Tangerang, the data obtained is processed with SMART PLS ver 3. The results obtained are evidence of the influence of antecedents, namely positive Brand Identification on Brand Experience, resulting in consequences of student behavior that tells good things and promotions about XYZ schools (Advocacy Intention and EWOM) on social media. Bahasa Indonesia Abstrak Pandemi covid 19 membuat pembelajaran di sekolah yang biasa secara tatap muka menjadi online, sehingga untuk melakukannya memerlukan pengetahuan tentang teknologi dan mengakibatkan adanya penyesuaian bagi siswa juga sekolah. Teknologi terutama internet menjadi platform dan sumber utama pembelajaran, jadi siswa tambah mengerti tentang internet dan media sosial dan hal ini bisa jadi pengalaman yang mereka rasakan sehingga kemungkinan dituangkan di media sosial. Sekolah dapat melihat peluang untuk dapat menarik perhatian konsumen dengan adanya cerita pengalaman  mengenai sekolahnya (Brand Experience) di media sosial melalui perilaku siswa yang menuliskannya. Tujuan penelitian ini adalah ingin mengkaji pengaruh anteseden Brand Experience sekolah swasta dan konsekuensinya pada perilaku siswa SMA XYZ di media sosial. Metodologi penelitian ialah kuantitatif dengan 196 responden sekolah XYZ di Tangerang Selatan, data yang diperoleh diolah dengan SMART PLS ver 3. Hasil yang didapatkan adalah adanya bukti pengaruh anteseden yaitu Brand Identification yang positif terhadap Brand Experience sehingga menghasilkan konsekuensi perilaku siswa yang menceritakan hal baik dan promosi tentang sekolah XYZ (Advocacy Intention dan EWOM) di media sosial

THE EFFECT OF SERVICE QUALITY DIMENSIONS ON HEMODIALYSIS PATIENT SATISFACTION IN INDONESIA

Background: Chronic kidney disease is a catastrophic disease ranked second in Indonesia for high health costs. The number of renal units in Indonesia has rapidly increased since the launch of the National Health Insurance program in 2014. Its increase was accompanied by the increased number of patients. Aim: This study analyzed the effect of service quality dimensions on patient satisfaction with hemodialysis care. Methods: This study used a cross-sectional design and a quantitative method. It retrieved data from respondents who had undergone hemodialysis care at hospitals and clinics in Jakarta and surroundings. The PLS-SEM approach was used to analyze the data. Results: Eight service dimensions were proven to influence the overall service quality and directly impact patient satisfaction. The influential dimensions included facilities and organization of the service, care by attending nurses and assistants, attention to psychological and administrative issues, medical attention and care, nutrition attention and care, medication supply and quality, features and administration process, attention and care given by the head nurse. All of these dimensions affected patient satisfaction as a dependent variable. This study has strong predictive accuracy, and thus it can be replicable in future research with different populations. Conclusion: This study demonstrated eight service quality dimensions that affect service quality and directly impact satisfaction of hemodialysis patients both with hospital and clinic services

ANTESEDEN DARI CARE COORDINATED PATHWAYS DAN DAMPAKNYA PADA PATIENT CENTRICITY

Patient centricity merupakan salah satu kualitas yang terdapat dalam pelayanan kesehatan. Dalam meningkatkan patient centricity, koordinasi pelayanan melalui care coordinated pathways merupakan hal yang krusial untuk memberikan pengalaman klinis yang terbaik bagi pasien. Akan tetapi, belum terdapat penelitian di Indonesia mengenai care coordinated pathways serta dampaknya terhadap patient centricity. Penelitian ini dilakukan untuk menentukan anteseden dari care coordinated pathways dengan elemen cross-functional teamwork, mutual communication, goal alignment, dan shared accountability dan efeknya terhadap patient centricity. Model penelitian ini diuji pada populasi tenaga kesehatan di Rumah Sakit Hermina Daan Mogot, Jakarta. Koleksi data dilakukan dengan purposive sampling dengan total 168 sampel. Data dianalisis dengan metode PLS-SEM. Hasil penelitian ini menunjukkan bahwa cross-functional teamwork, mutual communication, goal alignment, dan shared accountability berpengaruh secara signifikan terhadap care coordinated pathways. Selain itu, care coordinated pathways berpengaruh signifikan terhadap patient centricity. Hasil dari penelitian ini memberikan implikasi yang bermanfaat untuk aplikasi manajerial di pusat pelayanan kesehatan

The Experience Economy and Marketing Approach in Rural Tourism that Creates Memorable Experience (A Study in Cikolelet Tourism Village)

The approach and use of the experience economy has transformed a tourist village with new added value. The presence of ecotourism-based tourism villages and examines the use of community-based tourism models in the development of tourism villages. Through the CBT model, the development of tourist villages has an impact on reducing unemployment, being able to maintain local wisdom and encouraging village independence. The research objective is to examine the use of the experience economy and the use of the CBT model in the development of the Cikolelet tourism village. The research method uses qualitative research methods. Informants in the study were the head of the tourism village Pokdarwis and member of Pokdarwis of the Cikolelet tourism village who understood tourism villages. Data collection techniques were carried out through observations, interviews, and direct documentation of the research object. The results of the study can be concluded that The experience economy concept can be applied to Cikolelet rural tourism to enhance the tourist experience and create a unique and memorable destination. The experience economy is based on the idea that people are increasingly seeking experiences over material goods, and that businesses can create value by designing and delivering unique and memorable experiences.&nbsp

The Effect of Perceived Ads Personalization Toward Online Impulse Buying Tendency with Mediating and Moderating Variables, Evidence from Indonesian Millennial E-Commerce Customers

E-commerce business grows over time and has changed retail business behavior all over the world. To expand, e-commerce uses ads personalization to study customer needs and track customer behavior. This study aims to analyze the effect of perceived ads personalization towards online impulse buying tendency. The research model hypothesized the effect of perceived ads personalization towards online impulse buying tendency. The mediating variables in this study are perceived novelty, privacy concerns, advertising value, perceived relevance, creepiness, affective reactance, and attitudes towards ads. The study also used a moderating variable of purchasing frequency to distinguish how effective personalized advertising is in groups that are classified as high and the low-frequency buyer on e-commerce. This study using quantitative research methods with PLS-SEM data analysis. Respondents were taken by purposive sampling on millennial social media users in Jabodetabek. The results showed that perceived advertising personalization had a positive effect on perceived novelty, privacy concern, advertising value, perceived relevance, and creepiness. Furthermore, this study found perceived novelty, advertising value, and perceived relevance have a positive effect on attitudes towards ads. Creepiness indicates a positive effect on affective reactance, while privacy concern and affective reactance have a negative effect on attitudes towards ads. One of the findings is that attitudes towards ads had a positive impact on online impulsive buying tendency. The frequency of purchase is proven to be a moderator that weakens the influence of attitudes towards ads to online impulse buying tendency.Keywords: perceived ads personalization, perceived novelty, privacy concern, advertising value, perceived relevance, creepiness, affective reactance, attitudes toward ads, online impulse buying tendency, e-commerc

The Antecedents of Consumption Value and Its Impact on Customer Behavior; a Study of Batik Cloth on Non-Javanese Indonesian Millennials

Current lifestyle change has led millennial customers to have awareness about their cloth in daily life to accentuate their personality. In the other side batik cloth industry is growing rapidly and contribute to the domestic economic. Despite the advancement of cloth printing technology, business competition in the batik industry need to balancing their production with the essence of batik as an Indonesia ethnic product’s therefore preserve its soul as a valuable heritage of Indonesia culture. Understanding how the customer perceive the value of batik cloth contributes to the effective marketing approach especially for the local medium enterprises. This research was aimed to study the influence of customer diversity seeking and attitude toward ethnic culture to the purchase intention and willingness to share positive electronic word of mouth of the batik cloth, mediating by social value, emotional value and epistemic value as the focus of the research while moderated by ethnic embeddedness. The conceptual model was modified from the previous studies by added e-WOM as a relevance variable in digital era. The research model was implied on non-Javanese millennial customer of batik cloth to segregate the ethnicity perception. Primary data obtained by convenience sampling through the online questionnaire. The eligible sample was collected from 360 respondents who met the criteria. Data were analyzed by Structural Equation Modelling (SEM) and processed by SmartPLS 3.0. The result revealed that both customer diversity seeking and attitude toward ethnic culture have significant effect on the consumption value. All of the three value which are social, emotional and epistemic shown significantly positive impact on e-WOM and customer purchase intention while ethnic embeddedness proven to have the moderation effect on epistemic value and social value. Interestingly social value was found as the strongest predictor of purchase intention. This research provides new insights in understanding consumer behavior towards batik cloth product as well as suggested practical implications that could help batik producers to implement an effective marketing strategy through the digital channel

Antecedents of Psychological Empowerment and The Impact on Nurses Burnout

Background: The health and well-being of nurses are deteriorating due to several factors such as complicated nursing practices, high patient demands, heavy workload, all of which result in frustration and lead to burnout, especially emotional exhaustion. Purpose: The purpose of this study was to examine the effect of the antecedents of psychological empowerment on burnout in nurses who worked at the COVID-19 Hospital XYZ in Tangerang during the pandemic. Methods: This research is a quantitative research with survey. PLS-SEM was used to analyse empirical data obtained through simple random sampling. There were 80 samples collected and analysed through questionnaire that had been distributed online. The results showed that six of the eight variables of quality of work life, as well as psychological empowerment mediating variables, had a significant negative effect on burnout (t-statistic > 1.645). Results: The direct influence on psychological empowerment was found to be the strongest from the opportunity to develop human capital and adequate and fair compensation (coefficient: 0.627 and 0.361). It was found that there was a negative impact of psychological empowerment on burnout (-0.756), thus the results of this study support the theory that the quality of work life can increase psychological empowerment among nurses, as well as show a new application to the psychological empowerment of nurses. Conclusion: This research model has moderate predictive accuracy and medium predictive relevance, so it can be developed in further research. There are managerial implications obtained from the findings of this study related to duration of work per week, work environment, granting of autonomy, as well as recommendations for future researchers regarding sample size and geographic coverage

Analisis Pengaruh Visionary Leadership Terhadap Organization Innovation yang Dimediasi oleh E-Leadership dan Dimoderasi ICT Awareness pada Universitas Swasta di Kota Sorong Papua

This study aims to analyze the effect of visionary leadership on organizational innovation mediated by e-leadership and moderated by ICT awareness. This study used a quantitative approach that was non-experimental by collecting information through a questionnaire. This research was conducted at four private universities in Sorong City, Papua. The population in this study were the Dean, Head of the Study Program, Staff and Lecturers, as many as 530. The data analysis technique in this study used Smart PLS. The results of this study indicated that there was an influence between visionary leadership on organizational innovation, which was moderated by e-leadership and mediated by ICT awareness. Still, there was no significance in the hypothesis testing, namely hypotheses 1 and 2