Browsing by Author "Mutiara, Rina"

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    THE ROLE OF ANTIBIOTICS DRUG PROCUREMENT PLANNING SYSTEM IN IMPROVING EFFICIENCY USING ABC CRITICAL INDEX METHOD
    (International Journal of Psychosocial Rehabilitation, Vol.24, Issue 01, 2020) Mutiara, Rina; Loisa; Kusumapradja, Rokiah; Hartati, Verani
    Procurement planning of drugs in hospital pharmacy unit is important for the hospital’s health service because pharmacy unit is also included in the supporting services and main revenue center. The aim of this research is to analyze the differences value of antibiotic supplies using the ABC critical index method compared to the usual procurement planning at Hospital X. This research was an observational research (non-experimental). The design of this research was descriptive evaluative using quantitative and qualitative datas that has been available. Therefore, this research can be included into a retrospective study. There were 190 kind of antibiotic drugs in 2018 and 158 kind of antibiotic drugs in 2019. This research results no significant difference between the average revenue, the usage value, the investment value, and the ABC critical index value between year of 2018 and 2019. There was difference in the average investment value based on ABC critical index method between 2018 with 2019, as in group A has the highest average investment, while group B has a moderate average investment, and group C has the lowest average investment. One of the factors that cause planning and procurement of drugs less efficient in 2018 and 2019 was the same planning and procurement system of antibiotic drugs at Hospital X every year. It is important for management team to improve the efficiency of drug planning and procurement by using ABC crital index analysis which can help management team to make decisions related to the planning and procurement of antibiotic drugs at Hospital X.
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    SERVICE QUALITY, CUSTOMER SATISFACTION, CUSTOMER TRUST, AND CUSTOMER LOYALTY IN THE SERVICE OF PEDIATRIC POLYCLINIC (CASE STUDY AT PRIVATE H HOSPITAL OF EAST JAKARTA, INDONESIA)
    (International Journal of Psychosocial Rehabilitation, Vol. 24, Issue 1, 2020) Indrawati, Ratna; Elizar, Christian; Mutiara, Rina; Roespinoedji, Djoko
    Customer loyalty is considered as an important key to the success and profit of a hospital, so that a decrease in the number of visits from old patients or subscribed patients in the pediatric polyclinic of Private H Hospital is a serious problem. The purpose of this research is to determine the effect of service quality on customer loyalty with customer satisfaction and trust as an intervening variable in the services of a pediatric polyclinic in Private H Hospital. The research used SEM method on 190 respondents. The test results of the model has met the criteria of Goodness of Fit in which the t-value of service quality to customer satisfaction is 14.71, service quality to customer trust is 16.10, service quality to customer loyalty is 2.16, customer satisfaction to customer loyalty is 0.83, customer trust to customer loyalty is 3.13. Customer trust significantly mediates the effect of service quality on customer loyalty while customer satisfaction cannot serve as a mediator since about 70% of patients at the pediatric polyclinic of Private H Hospital are JKN members. By maintaining customer trust through the provision of services based on hospital accreditation standards and continuous evaluation, customer loyalty will increase as marked by the re-visit of patients even though there are other pediatric polyclinics offering more, even customers will recommend the pediatric polyclinic of Private H Hospital to other people.